Patent ID: 9225767
Filing Date: 2015-12-29
Classification: H04L

Abstract:
1. A method comprising: communicating, by a network appliance that is a standalone hardware device or devices that include a processor, with a representative system; communicating, by the network appliance, with a customer system configured to execute a customer application for enabling a remote support service; and permitting, via the network appliance, control and access to the customer system by the representative system or to the representative system by the customer system for providing the remote support service, wherein the representative system executes a representative application, the customer application and the representative application being provided by the network appliance, and wherein the network appliance is configured to centrally manage, log, and route all screen updates and activities, via the customer application, of the customer system to the representative system, the network appliance being managed by the customer system or the representative system, wherein the customer application is automatically removed from the customer system after each support session.