Error reporting and technical support customization for computing devices
AssigneeInternational Business Machines Corporation
InventorsMatthew Charles Compton, Nikhil Khandelwal, Michael R. Maletich, Richard Albert Welp
Life of this patent
Estimating the term…
Abstract
A method for providing technical support for a computing device is disclosed herein. In one embodiment, such a method includes detecting a problem associated with a computing device. The method then determines a support level assigned to the computing device. A set of problems is associated with the support level. If the problem belongs to the set of problems associated with the support level, the method automatically sends a message to a support provider so that the support provider can address the problem.
Claims10
A method for providing technical support for a computing device, the method comprising:
- detecting, by at least one processor, a problem associated with a computing device;
- determining, by the at least one processor, a support level assigned to the computing device, the support level having associated therewith a set of problems for which the computing device will automatically send a message to a support provider upon occurrence of a problem in the set;
- determining, by the at least one processor, whether the problem belongs to a set of problems associated with the support level;
- automatically sending, by the at least one processor, a message to the support provider in the event the problem belongs to the set, while refraining from sending a message to the support provider in the event the problem does not belong to the set;
- enabling a user to upgrade the support level of the computing device, thereby expanding the set of problems for which the computing device will automatically send a message to the support provider;
- and
- enabling a user to downgrade the support level of the computing device, thereby reducing the set of problems for which the computing device will automatically send a message to the support provider.
A method for providing technical support for a computing device, the method comprising:
- determining different types of problems that can occur on a computing device;
- establishing a plurality of support levels to provide technical support for problems occurring on the computing device, each support level having associated therewith a different set of problems for which the computing device will automatically send a message to a support provider upon occurrence of a problem in the set;
- assigning the problems to one or more of the plurality of support levels;
- assigning a support level from the plurality of support levels to the computing device;
- configuring the computing device with the assigned support level to cause messages to be automatically sent to the support provider for problems associated with the assigned support level, while refraining from sending messages to the support provider for problems not associated with the assigned support level;
- enabling a user to upgrade the support level of the computing device, thereby expanding the set of problems for which the computing device will automatically send a message to the support provider;
- and
- enabling a user to downgrade the support level of the computing device, thereby reducing the set of problems for which the computing device will automatically send a message to the support provider.
Dependencies are inferred from the claim text.