Patent ID: 8838715

Claim:
An article of manufacture including a non-transitory computer readable storage medium to physically store instructions, which when executed by a computer, cause the computer to: receive a support request message; determine whether a support request repository includes an analogous support request message analogous to the received support request message; when the analogous support request message is included in the support request repository, send a response associated with the analogous support request message; when the analogous support request message is not included in the support request repository, determine whether a client system connection associated with the support request message is established to allow an escalation support unit to access a client system; when the client system connection is established, send the support request message, and a plurality of related prior support request messages and associated responses to the escalation support unit; receive the response corresponding to the support request message from the escalation support unit; and store the support request message and the response in the support request repository.