Support Network

Abstract

A method of device maintenance, comprising: providing a maintenance network including a user site and a multi-device servicing site that provides maintenance to at least one target device in said user site; selecting, by a user, a degree of access of maintenance functions of said servicing site to at least one of maintenance-related information of said target device and commanding said target device to perform a maintenance-related task; and setting said degree of access.

1 .- 26 . (canceled)  
   
   
       27 . A method of device maintenance, comprising: 
 (a) reporting, by a user, a suspected fault in a target device;    (b) downloading a service script to a local device that controls said target device;    (c) monitoring, by said local device, the effect of execution of said script, on said target device; and    (d) automatically suggesting or implementing a repair of said target device, based on said results.    
   
   
       28 . A method according to  claim 27 , wherein said (d) is performed locally.  
   
   
       29 . A method according to  claim 27 , wherein (d) is performed from a remote location.  
   
   
       30 . A method according to  claim 27 , wherein said reporting is performed via telephone.  
   
   
       31 . A method according to  claim 27 , wherein said reporting is performed over the web.  
   
   
       32 . A method according to  claim 27 , wherein said reporting is performed via e-mail.  
   
   
       33 . A method according to  claim 27 , wherein said local device comprises said target device.  
   
   
       34 . A method according to  claim 27 , wherein said downloading is performed locally by said user.  
   
   
       35 . A method according to  claim 27 , wherein said downloading is performed from a remote location by said user.  
   
   
       36 . A method according to  claim 27 , wherein said downloading is automatically performed, based on the type of said target device and said fault.  
   
   
       37 . A method according to  claim 27 , wherein if said script is stored in said local device, it is not downloaded.  
   
   
       38 . A method according to  claim 27 , wherein said script is an executable module.  
   
   
       39 . A method according to  claim 27 , wherein said local device allows access to at least one target device.  
   
   
       40 . A method according to  claim 27 , wherein said implementing is performed automatically.  
   
   
       41 . A method according to  claim 27 , wherein said implementing is performed manually.  
   
   
       42 . A method of device maintenance, comprising: 
 (a) detecting a fault in a target device;    (b) determining that remote access to said target device is required for handling said fault;    (c) setting up a local device other than said target to encapsulate at least some configuration information, including sensitive information related to the ability to affect operation of said target device, other than a device ID;    (d) sending commands via a remote access channel to said local device and thereby to said target device; and    (e) sending results from said target device to said local device and via said remote access channel, in response to said commands.    
   
   
       43 . A method according to  claim 42 , wherein said (a) is performed by a user of the target device.  
   
   
       44 . A method according to  claim 42 , wherein said (a) is performed automatically.  
   
   
       45 . A method according to  claim 42 , wherein said remote access is within a same network.  
   
   
       46 . A method according to  claim 42 , wherein said remote access is via a firewall hat protects the device.  
   
   
       47 . A method according to  claim 42 , wherein said remote access is via terminal emulation.  
   
   
       48 . A method according to  claim 42 , wherein said remote access is via desktop sharing.  
   
   
       49 . A method according to  claim 42 , wherein said remote access enables retrieval of files from said target device.  
   
   
       50 . A method according to  claim 42 , wherein said remote access enables writing of files to said target device.  
   
   
       51 . A method according to  claim 42 , wherein said remote access is configured to block certain commands.  
   
   
       52 . A method according to  claim 42 , wherein said remote access is configured to block certain responses.  
   
   
       53 . A method according to  claim 42 , wherein said configuration information contains login credentials.  
   
   
       54 . A method according to  claim 42 , wherein said (c) is performed manually by a user of the target device.  
   
   
       55 . A method according to  claim 42 , wherein said (c) is performed automatically.  
   
   
       56 . A method according to  claim 55 , wherein said (c) is performed by synchronizing with an external source.  
   
   
       57 . A method according to  claim 42 , wherein said (c) is performed before said (a).  
   
   
       58 . A method according to  claim 42 , wherein said (c) is performed as a result of said (a).  
   
   
       59 . A method according to  claim 42 , wherein said setting up includes at least one device other than said local device, related to said fault.  
   
   
       60 . A method according to  claim 42 , wherein traces of said sending commands are stored locally.  
   
   
       61 . A method according to  claim 42 , wherein traces of said sending commands are stored in a remote location.  
   
   
       62 . A method according to  claim 42 , wherein traces of said sending results are stored locally.  
   
   
       63 . A method according to  claim 42 , wherein traces of said sending results are stored in a remote location.