Abstract: A solution engine (31) of a vendor's highly-automated adaptive computer support system (10) for a remote customer (20) automatically generates proposed solutions, e.g., sets of support documents, as a function of diagnostic data received from a customer's computer system (23). The automatically generated solution can be subject to expert review (35) prior to publication (37) to the customer, e.g., when the automated system assigns a low confidence level to the solution. In addition, expert review can be triggered by feedback (39) from the customer once a proposed solution is communicated. The diagnostic data, solutions and feedback for an incident are packaged (at 41) as a “case” and entered into an historical case database (45). A solution function updater (43) updates the solution function as a function, at least in part, of the expert review and customer feedback.

Abstract: A method embodiment for assigning support in a customer support system comprising receiving a support request, identifying evaluation criteria corresponding to the request based upon a predetermined set of criteria types, comparing the evaluation criteria with support profiles of a plurality of support engineers, identifying a selected support engineer based upon the results of the comparison, and assigning the request to the selected support engineer.

Abstract: Polling is disclosed. A client rule set, associated with a service level, is provided. Based upon the client rule set, a polling interval for a request type is determined. A message associated with the request type is provided, and a server is polled with the message in accordance with the polling interval. A response to the message is received, and the polling interval is adjusted.

Abstract: An embodiment of a framework for servicing a client computer has a coordination engine and a data retrieval service for receiving a diagnostic data set from a client computer, an analysis service for analyzing said diagnostic data set and for generating a recommendation using the results of said analyzing. Functional modules may be executable by the services. The modules include a plurality of analysis modules for analyzing the diagnostic data set. The coordination engine is arranged to receive data from the functional modules, select modules on the basis of the diagnostic data set, and pass the data to the selected modules.

Abstract: A solution engine (31) of a vendor's highly-automated adaptive computer support system (10) for a remote customer (20) automatically generates proposed solutions, e.g., sets of support documents, as a function of diagnostic data received from a customer's computer system (23). The automatically generated solution can be subject to expert review (35) prior to publication (37) to the customer, e.g., when the automated system assigns a low confidence level to the solution. In addition, expert review can be triggered by feedback (39) from the customer once a proposed solution is communicated. The diagnostic data, solutions and feedback for an incident are packaged (at 41) as a “case” and entered into an historical case database (45). A solution function updater (43) updates the solution function as a function, at least in part, of the expert review and customer feedback.

Abstract: A method of and system for troubleshooting a first computer system using a second computer system having a processor and a memory storing an electronic document including troubleshooting information and storing a set of troubleshooting commands for execution by the first computer system is described. The troubleshooting command set is related to the troubleshooting information contained in the electronic document. A method of generating an electronic document including troubleshooting information and a set of troubleshooting commands for execution by a first computer system is also described.

Abstract: A computer service system uses trend-data software repeatedly to collect status data describing a serviced computer system. The result tend data can be analyzed to provide solutions that can reduce the likelihood of faults and to help pinpoint their causes when they do occur.

Abstract: Diagnostic data-collection software is triggered by a fault in application software running on a client computer. Data gathered by the diagnostic software is transmitted to a computer system of a service vendor. Analysis software running on the vendor system analyzes the diagnostic data and generates recommendations. The recommendations are posted on a vendor-managed website. The client is informed by email of a URL to access the recommendations. After a validation procedure, the client can access the recommendations. The recommendations can include instructions for a human to execute as well as software to be downloaded to the client computer.

Abstract: The invention proposes a method and apparatus for providing a television viewer with relevant program suggestions while the viewer browses an electronic program guide (EPG) (38). The invention uses a viewer profile (44), which may be obtained in accordance with any well-known technique, in conjunction with the viewer's usage of the EPG (38) as a basis for program suggestions. In this way, relevant program suggestions may be provided, and typically displayed within a picture-in-picture window (430) on the screen (400) of a television display apparatus (300).