Patent ID: 7676035

Claim:
A method for providing on-demand technical support services from a pool of technicians remote to a plurality of points of service via a centralized service in communication via one or more networks with the pool of technicians and a device at a point of service, the method comprising the steps of: (a) receiving, by a centralized service, a request for work to be performed on a device, the device connected to a point of service of a plurality of points of service, the centralized service operating on one or more servers in communication via one or more networks to the point of service, the point of service comprising a location of a consumer at which service is requested; (b) determining, by the centralized service, from the request each of a type of work for the request, a predetermined service threshold for the type of work for the request and one or more service level attributes to perform the type of work for the request at the predetermined service threshold, the predetermined service threshold comprising a metric for a measurable element of performing the type of work; and (c) assigning, by the centralized service responsive to the determination and prior to performing the type of work on the request, the request to a work queue of a plurality of work queues based on the one or more service level attributes corresponding to one or more capabilities identified for a plurality of remote technicians.