Patent ID: 6564220
Filing Date: 2003-05-13
Classification: G06F,Y10S

Abstract:
A computer system for measuring and monitoring local client support activity associated with providing service and support to a client using a local computer comprising:the local computer having a local client support activity file, the local client support activity file operable to record local client support activity, the local computer operable to selectively connect with a networked support center; the local client support activity file further operable to be uploaded over a network when the client contacts the networked support center using the local computer; and the networked support center having at least one support utility operable to provide client support and operable to receive and store the local client support activity file; the support utility selected from the group consisting of a help type program, a tutorial type program, and a diagnostic type program comprising a resource for examining a local computer for failures; and the local client support activity file further comprising: a service tag for identifying the local computer; a record of the date and time of the local support activity; and a record of local support activity.