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1. 发明申请

US20050114362A1 System and method for providing computer support tools 有权
标题翻译：用于提供计算机支持工具的系统和方法
公开(公告)号：US20050114362A1
公开(公告)日：2005-05-26
申请号：US10722717
申请日：2003-11-26
申请人： John Colleran , Corneliu Lupu , Kinshuman Kinshumann
发明人： John Colleran , Corneliu Lupu , Kinshuman Kinshumann
IPC分类号： G06F17/00
CPC分类号： G06F8/61 , Y10S707/99943
摘要： A system and method for delivering support tools to a computer user's machine, without requiring the user to directly download, install and/or execute the tools. A user in need of support contacts support and in response receives a URL corresponding to a manifest, which is a data file identifying support tools that a user's machine is to run to collect data for analysis. Via HTTP, a control mechanism on the user's machine interprets the manifest, automatically handling downloading and installation of any needed tool, and executes the tools on the machine with appropriate parameters that are present in the manifest. Data is collected, packaged and returned to a support entity, where it is analyzed such that a support solution may be returned to the user. The system and method provide efficient and consistent support to computer users, helping both support personnel while giving computer users a very straightforward support experience.
摘要翻译：一种用于将计算机用户机器提供支持工具的系统和方法，而不需要用户直接下载，安装和/或执行工具。需要支持联系人的用户支持并作为响应接收与清单对应的URL，该清单是识别用户机器要运行的用于收集用于分析的数据的支持工具的数据文件。通过HTTP，用户机器上的控制机制解释清单，自动处理任何所需工具的下载和安装，并使用存在于清单中的适当参数在机器上执行工具。数据被收集，打包并返回到支持实体，在那里进行分析，以便可以将支持解决方案返回给用户。该系统和方法为计算机用户提供高效和一致的支持，帮助支持人员，同时为计算机用户提供非常简单的支持体验。

2. 发明授权

US07464102B2 System and method for providing computer support tools 有权
标题翻译：用于提供计算机支持工具的系统和方法
公开(公告)号：US07464102B2
公开(公告)日：2008-12-09
申请号：US10722717
申请日：2003-11-26
申请人： John D. Colleran , Corneliu I. Lupu , Kinshuman Kinshumann
发明人： John D. Colleran , Corneliu I. Lupu , Kinshuman Kinshumann
IPC分类号： G06F17/00 , G06F3/00 , G06F9/44
CPC分类号： G06F8/61 , Y10S707/99943
摘要： A system and method for delivering support tools to a computer user's machine, without requiring the user to directly download, install and/or execute the tools. A user in need of support contacts support and in response receives a URL corresponding to a manifest, which is a data file identifying support tools that a user's machine is to run to collect data for analysis. Via HTTP, a control mechanism on the user's machine interprets the manifest, automatically handling downloading and installation of any needed tool, and executes the tools on the machine with appropriate parameters that are present in the manifest. Data is collected, packaged and returned to a support entity, where it is analyzed such that a support solution may be returned to the user. The system and method provide efficient and consistent support to computer users, helping both support personnel while giving computer users a very straightforward support experience.
摘要翻译：一种用于将计算机用户机器提供支持工具的系统和方法，而不需要用户直接下载，安装和/或执行工具。需要支持联系人的用户支持并作为响应接收与清单对应的URL，该清单是识别用户机器要运行的用于收集用于分析的数据的支持工具的数据文件。通过HTTP，用户机器上的控制机制解释清单，自动处理任何所需工具的下载和安装，并使用存在于清单中的适当参数在机器上执行工具。数据被收集，打包并返回到支持实体，在那里进行分析，以便可以将支持解决方案返回给用户。该系统和方法为计算机用户提供高效和一致的支持，帮助支持人员，同时为计算机用户提供非常简单的支持体验。

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