Method for determining changing time of assistance to higher assistance level for e.g. recovering paper parking in laser printer, involves determining time based on information concerning prior and current user interactions with server

摘要

The method involves storing information about prior user interactions with a self-assistance server (70) during prior self-assistance sessions, where the server procures a remote assistance level to recover a problem in an electromechanical device (10). Information concerning current user interactions with the server during a current self-assistance session to recover a problem of a current user (36) with the device, is stored. Time at which gradation towards a higher assistance level is carried out to recover the current problem, is determined by a computer processor based on the information. An independent claim is also included for a system for determining the moment where assistance is changed from one assistance level to another assistance level.