Patent ID: 8448015

Claim:
A non-transitory, tangible computer readable storage medium having instructions stored thereon that, in response to execution by a service manager computer-based system, cause the system to perform operations comprising: receiving, by said system, a request from a customer, wherein said request may be received by a remote computing client via at least one of: telephone, email, or Internet; identifying, by said system, said customer; determining, by said system, a maximum permissible response time for said request; creating, by said system, a service request based on at least one of: a type of service related to said customer, or a request type; determining, by said system, a queue position of said service request for a service request queue, wherein said queue position is based upon said identifying said customer, said maximum permissible response time, and a level of service purchased by said customer; automatically entering, by said system and based upon said queue position, said service request into said service request queue; transmitting, by said system, a message to said customer notifying said customer of said queue position; temporarily removing, by said system and in response to a suspension message from said customer, said service request from said service request queue; and reinserting, by said system, said service request into said service request queue based upon a time specified by said customer in said suspension message.