Patent ID: 7634077

Claim:
A method of supporting remotely a user electronic device, comprising: providing an automated telephonic guidance service for assisting a user in accessing a web application, wherein the automated telephonic guidance service presents the user with a plurality of procedural options to obtain remote support of the user electronic device, wherein the options include at least direct human support assistance, launching a web browser to invoke a self help procedure, and running a diagnostic procedure; running a preparation routine via the web application, wherein said routine harvests data from the user's device, wherein the data relates to the configuration and state of the user's device; determining whether automatic repair can be provided for the device via the web application; if automatic repair can be provided for the device via the web application, providing such automatic repair using a diagnostic wizard provided by the web application; if automatic repair cannot be provided for the device via the web application, providing for the harvested data to be stored by the web application; providing human support assistance to the user; and providing access by the human support assistance to the harvested data stored by the web application.