Patent ID: 7801984

Claim:
A method comprising: communicating network information from an access server to a technical support center through a packet switching network; analyzing status information from at least one of a hardware subsystem and a software subsystem of the access server prior to sending a first message to the technical support center; detecting a problem with the at least one of the hardware subsystem or the software subsystem responsive to the analyzing prior to sending the first message to the technical support center; sending a first message including the status information to the technical support center responsive to the detecting the problem; responsive to the detecting the problem, sending an alert notification to a user of the access server, wherein the alert is a page or email message, or combination thereof; responding to a second message generated by the technical support center requesting further information on the problem, wherein the second message comprises commands associated with the status information and wherein responding comprises executing the commands including instructions to perform further diagnostic testing of the at least one of the hardware subsystem or the software subsystem to provide additional details associated with the problem, wherein the further diagnostic testing is to be performed without interrupting the normal operation of the access server.