Abstract: A customer support technique for an electronic system includes operating a computerized apparatus to conduct a video chat with a remote customer support device. During the course of the video chat, the computerized apparatus simultaneously exchanges information pertaining to the electronic system. The computerized apparatus collects diagnostic information from the electronic system, transmits the diagnostic information to the customer support device, and receives remedial information back from the customer support device, all while the video chat continues to proceed without interruption. The improved technique thus provides a near-hands-on support experience from a remote customer support agent regardless of the customer support agent's physical location.

Abstract: A system, method, apparatus, and computer program product for determining a configuration of a converged infrastructure are disclosed. A method may include performing a scan of network addresses for components of the converged infrastructure. The method may further include capturing fingerprints of components discovered by the scan. The method may additionally include identifying the components discovered by the scan based at least in part on a comparison between each captured fingerprint and one or more known component fingerprints in a fingerprint library, which may include a set of known component fingerprints and associated component identities. The method may further include accessing at least one identified component. The method may also include determining a component configuration of each of at least one accessed component.

Abstract: A customer support technique for an electronic system includes engaging in a video chat with a remote customer support device using a first camera of a computerized apparatus while simultaneously acquiring images of the electronic system using a second camera and sending the images to the customer support device. A user of the computerized apparatus can thus engage in a face-to-face video chat with a customer support agent operating the customer support device while the customer support agent simultaneously sees both images of the user and images of the electronic system or portion thereof to which the user is pointing the second camera. The disclosed technique thus provides a near-hands-on support experience from a remote customer support agent regardless of the customer support agent's physical location.