FORM - 2
THE PATENTS ACT, 1970
(39 of 1970) &
THE PATENTS RULES, 2003
COMPLETE SPECIFICATION
(See Section 10 and Rule 13)
SYSTEM AND METHOD FOR INTERNET BASED SERVICE
NOTIFICATION
EMERSON ELECTRIC CO.
an American Company,
Of 8000 West Florissant Avenue,
St. Louis, MO 63136
United States of America.
The following specification particularly describes the invention and the manner in which
it is to be performed.

FIELD OF INVENTION
The present invention relates to the field of servicing of electrical devices.
Particularly, this invention relates to the servicing of Heating Ventilation Air Conditioning (HVAC) devices.
DEFINITIONS OF TERMS USED IN THE SPECIFICATION
The term 'Address' in this specification relates to the communication details of a contractor which include the mobile phone number, the pager number, the Internet Protocol IP address, the Voiceover Internet Protocol VoIP, the facsimile, the email address, the landline number and the like.
The term 'HVAC devices' in this specification relates to devices in which a thermostat is used to monitor the device for regulating its temperature, air flow, humidification, and/or any parameter related to user comfort.
The term 'Thermostat' in this specification is the control unit which is capable of controlling any device that needs controlling, typically in a HVAC device.
The term 'Service Requests' in this specification relates to the call for various services needed by the customers for instance servicing, repairing, new device installation, replacement and the like.

The term 'Contractor' in this specification relates to the personnel responsible for carrying out servicing operation/new installation of HVAC system.
The term 'User' in this specification relates to an entity wanting to apply for a service request, e.g. customer.
The term 'Thermostat Unique Identification Number' in this specification relates to a unique number which differentiates a thermostat from other thermostats.
The term 'Unique Service Request Number' in this specification relates to a number which is assigned to a service request and is unique for each service request.
BACKGROUND OF THE INVENTION AND PRIOR ART
After sales service contribute substantially to the profit margins of sales companies. With the advent of IT and global competitiveness, prompt and efficient after sales support has received enormous amount of impetus. Companies are constantly trying to lure prospective customers and maintain their existing pool of customers through the incentive of cheap, lucrative and efficient after sales support.
Any post-sales customer will prefer, service with minimum hassle. May it be a device replacement or repairing, the end customer will prefer to avoid technicalities of the service that he/she requires. Rather than having to deal

with service personnel over the phone, it is be convenient if the customer has an automatic system which will raise his/her query, conveying all the details to the right and reliable contractor. Moreover, in this fast world, everyone wants their work to be done by a click or a press of a key. People are ready to pay more, but expect quality services. Especially when the issue is of immediate attention, they want the contractors to service them based on their urgent needs.
There have been attempts in the prior art to overcome the aforementioned problems and provide a convenient way to service/repair/replace their electrical devices. Particularly, United States Patent Number 6608560 discloses a device and method for providing HVAC service assistance. This patent document states that there can be a device in the HVAC network which assists users in troubleshooting the HVAC devices by audio and/or visual display. The patent document also states that the stated device may give a call for service to contractor if the user depresses an assistance button by any communication network like telephone or computer network. The contractor information can be loaded into the device at the time of service or when buying the device.
The disclosure suggests that the thermostat directly communicates with the contractor to give a servicing call. The patent document doses not have the facility to store the following information:
• Customer's contact address and contact number;
• The configuration of customer's HVAC network;
• The severity of the service request, e.g. Trivial or Urgent; and

• The type of request, e.g. Servicing, Repairing, Regular check, new device installation or Device replacement and the like.
Hence, there is a need for a system which:
• gives the customer total freedom from remembering the contractor's information or the need of looking for a contractor for servicing or repair of their electrical devices;
• eliminates the need of storing any contractor's information in the thermostat unit;
• provides a closed loop feedback driven system which guarantees that the servicing is thoroughly executed; and
• stores the details of the customer like customer's HVAC network, contractor's details, the detailed type of service and the severity of service and the like at a central server.
OBJECT OF THE INVENTION
One object of the present invention is to propose a system for an electronic and automated format of raising a service request query.
Another object of the present invention is to propose a system where in the customer does not have to remember the contact details of the servicing contractor.

Yet another object of the current invention is to propose a system where in the customer is assured that the contractor servicing or repairing his/her system is a reliable representative of the thermostat company.
Still another object of the present invention is to propose a system where in the process of registering a service request/call for repair/service becomes effortless and swift.
Another object of the present invention is to propose a system where in the servicing contractor is provided with prior knowledge of the severity of the service request and so he/she can choose to attend to a request depending on severity.
Still another object of the present invention is to propose a means to retain existing customers.
Yet another object of the present invention is to propose a closed loop process for a service request which ensures that the service call is executed.
SUMMARY OF THE INVENTION
The present invention envisages an Internet based system for notifying service requests to predetermined group of service contractors from a predetermined group of device users, each user having at least one device in need of servicing from the contractor, the system comprising the following components:
i. a thermostat unit having a unique identification number linked to at least one of devices at a user end;

ii. a user interface co-operating with the thermostat unit for receiving service request from a user from pre-determined group of users;
iii. processing means adapted to receive and process the service request and stamp the service request with the unique identification number to generate a unique service request number;
iv. transmitting means adapted to receive and transmit the service request along with the unique service request number over the Internet; and
v. a web-based server comprising:
a. look up table having correspondence between the unique
identification number of thermostat units and contractor's
address;
b. receiving means adapted to receive the transmitted service
request;
c. extraction means adapted to extract the unique identification
number from the transmitted service request;
d. identifying means for identifying contractor's address from
entries in the look up table; and e. notification means adapted to notify the service request and
unique identification number to said identified contractor.
Preferably, the thermostat unit comprises the user interface, the processing means, the transmitting means and an interface to link with at least one of the devices.

Typically, the user interface is pre-loaded with a service request menu to enable users to select the desired service and raise the service request. Additionally, the user interface includes at least one interface selected from the group of interfaces consisting of button, scroll, touch screen, switch and keypad.
Further, the interface is adapted to display the status of said service request.
Furthermore, the user interface is adapted to close a service request.
Typically, the service request includes at least one service selected from the group of services consisting of repair, regular check up, new device installation and device replacement.
Preferably, the service request is assigned urgency.
Typically, the notification means notifies the identified contractor the service request through means, selected from the group consisting of SMS, email, automatically generated call, VoIP and FAX.
In accordance with the present invention, there is provided a method for Internet based service notification system, the method comprising the following steps:
i. compiling a list of contractors for servicing HVAC devices; ii. generation of service request by the user;
iii. processing the service request by stamping a unique identification number;

iv. transmitting said service request over the Internet to a web-based
server; v. extracting the transmitted service request by web-based server; vi. identifying contractor's address from the entries in the web-server; vii. addressing service request and unique identification number to
identified contractor; and viii. closure of the service request by the user after completion of
service request;
In accordance with the present invention, the step of generating service request includes a step of choosing at least one service selected from the group of services consisting of repair, regular check up, new device installation and device replacement.
Typically, the step of generating service request includes a step of assigning urgency to a service request.
The step of generating service request may include a step of displaying the status of service request on said user interface.
Preferably, the step of identification of contractor includes a step of identifying the contractor adapted to service a device in need of service located proximal to the user.
In accordance with the present invention the process of servicing is a closed loop process.

BRIEF DESCRIPTION OF THE ACCOMPANYING DRAWINGS
The system in accordance with the present invention can be described with the help of the accompanying drawings, in which:
FIGURE 1 illustrates the architecture of Internet based detailed service notification system, in accordance with the present invention;
FIGURE 2 illustrates schematics of the look-up table used in the choosing the contractor to service a device in need of servicing, in accordance with the present invention;
FIGURE 3 illustrates functionality to select type of service, in accordance with the present invention;
FIGURE 4 illustrates functionality to select type of device that needs service action, in accordance with the present invention;
FIGURE 5 illustrates functionality to assign the severity of a service request, in accordance with the present invention;
FIGURE 6 illustrates display message for successful logging of said request and the service request number, in accordance with the present invention;
FIGURE 7 illustrates display message during failure to register said service request, in accordance with the present invention;
FIGURE 8 illustrates functionality to close a service request, in accordance with the present invention;

FIGURE 9 illustrates display of plurality of active service requests to be closed, in accordance with the present invention;
FIGURE 9A illustrates display confirmation of closure of the service request selected in FIGURE 9, in accordance with the present invention; and
FIGURE 10 illustrates the flow diagram for an Internet based detailed service notification, in accordance with the present invention.
DETAILED DESCRIPTION
Servicing, repairing and replacement of parts of electrical and electronic devices/ HVAC devices cause a lot of worry for customers, as arranging for these services requires them to contact and constantly follow up with the contractors. Even if, the contractors visit the customers based on the complaint, they take at least two to three days to resolve the complaint. Typically, the first day is spent in inspection of the subject HVAC device and understanding the nature of the complaint and another two to three days are spent on procuring the parts to be replaced and actually servicing that HVAC device.
In view to overcome the inconvenience and unnecessary delays caused in contacting contractors for servicing of equipments, the present invention envisages an Internet based detailed service notification system.

The Internet based detailed service notification system, in accordance with the present invention proposes an advanced thermostat unit which will be fitted to each one of the HVAC devices. This proposed thermostat unit is an intelligent unit which will be assigned unique thermostat identification number and will not only regulate the temperature, air flow, humidiflcation, and or any parameter related to user comfort in the HVAC device but also communicate the users request for servicing/ replacing/ repairing that HVAC device. The proposed thermostat unit is provided with a display and an Internet connection for communicating the user service requests to a web server. The proposed thermostat is pre-loaded with a drill down service request menu custom made for a particular HVAC device to which the thermostat is connected. The first level of the menu enables the user to select the type of service i.e. servicing, repairing, regular check, new device installation and replacement. Once the user selects the first level options, then sub-options for the selection are presented. After selection of the sub-option, users are required to select the urgency of the service and the time window within which they want the contractor to come for performing the request service. Thus, the users from the comfort of their homes can select the service they intend to avail without the need for following up with the contractors.
In accordance with the present invention, the service request menu enables the customers to select and register their request on the web server. The web server is a server hosted by the company manufacturing the proposed thermostat unit for a particular HVAC device. Thus, the thermostat manufacturer company can directly handle the post sales servicing requests

for their devices, opening a new business avenue for the thermostat manufacturer companies. The thermostat manufacturer company ties up and maintains a list of contractors who can be approached for doing the servicing. The background and quality check is performed by the company to ensure that the customers get quality servicing and with minimum delays. The thermostat company also maintains customers details who have purchased the HVAC devices fitted with the proposed thermostat units along with the thermostat unique identification number. Along with the customer details, the customer log is maintained, the log notifies the company when the servicing/replacement for certain parts of the HVAC device is due so the company can proactively follow up with the customers can perform the necessary servicing. In addition, the log tracks the servicing history of the customer. To improve customer satisfaction, the present invention provides customers with membership/ subscription facility. The membership details are considered while assigning a particular contractor for performing the servicing.
The web server stores all the details of the proposed thermostat based HVAC device owner, then automatically forwards these details to a preferred contractor through SMS, email, automatically generated call, VoIP, FAX and the like. The details include the customer address details, phone numbers, type of service needed at the customer's location, for instance servicing, repairing, new device installation, replacement and the like and the indication of the severity of the service request, for instance, urgent or non-urgent. Based on severity, the contractor can decide upon which customer to contact and service first. By this method, the customers

get service based on the type of service and severity of their problem. Hence, customers who need immediate attention do not have to wait for their turn. Again, remembering the contractor's phone numbers and details by the user of the thermostat is eliminated.
In accordance with the present invention, the web server keeps a track of good and preferred contractors in each particular area. This creates a relation between the customer and the service provider maintaining the web server. Again, as the user interface is a part of the thermostat and is easily accessible, it increases the opportunities of possible repeat business for the service provider and the preferred contractors.
In accordance to the present invention, the customer can close the generated service request once the request is serviced by the contactor. The closure of the request is done using the service request menu preloaded on the user interface.
The present invention will now be described using the accompanying drawings without limiting the scope of the invention.
Referring to FIGURE 1 of the accompanying drawings, FIGURE 1 shows the overview of the system in accordance with the present invention. The collection of various HVAC devices is represented generally by reference numeral 100. Each of the HVAC devices communicate with a thermostat unit 102 proposed by the present invention. The thermostat unit 102 comprises a user interface 104, processing means 106 and transmitting means 108. The user interface 104 is adapted to communicate with the

HVAC device 100 and port the service request menu for the users. The users on accessing the service request menu of the user interface 104 of the thermostat unit 102 can select the kind of service they wish to avail i.e. servicing / repair / replacement. The service request menu can be a text based menu and/or a graphical menu which enables the user to select their desired service using interfaces consisting of button, scroll, touch screen, switch and keypad.
The service request menu can be drilled down further to another level of service request menu to pin point / specify the exact nature of the problem. The formulated service request is sent to the processing means 106 which accepts the service request input by the users and processes this information, generates and assigns a unique identification number for the service request along with the identification number of the thermostat unit 102 and forms a packet which is then sent to a web server 110 via the transmitting means 108 over the Internet. The transmitting means 108 forwards the service request packets to a router which routes it to the web server 110.
The web based 110 server further comprises:
• a look-up table 112 having correspondence between a unique identification number of thermostat units and contractor's address;
• receiving means 114 to receive transmitted service request packets from the thermostat unit 102;
• extraction means 116 to extract the information from the packets;

• identifying means 118 to identify the nature of the service request and further by means of the lookup table 112 identify a contractor to service the request; and
• notification means 120 to notify the identified contractor of the service request using mediums including SMS, email, automatically generated call, VoIP and FAX.
In accordance to present invention, the extraction means 116 is adapted to extract the unique identification number sent from the transmission request sent by the thermostat in need of the servicing. The look-up table 112 is a pre-programmed and constantly updated repository of various contractors and the customers. The choice of the contractor for a specific service request from a specific thermostat for a specific device is made though this look-up table 112 using identifying means 118. The contractor is identified primarily on the contractor's technical competence to service the raised request and the contractor's proximity to the user's location or any other technical/business related relevant parameters. Once a contractor is identified using the identification means 118, the notification means 120 transmits the unique service request number and the service request to the identified contractor.
In accordance with the present invention, for every unit of thermostat 102 sold, either by the company or a contractor, the following details are uploaded on the seller company's web server's 110 databases corresponding to each one of the sold thermostat 102 unit;
• customer's address;

• customer's phone number;
• details of installed HVAC devices at the customer's location and the like.
In accordance with the present invention, during the installation of the thermostat 102 at the customer's place, an Internet connection is provided to the thermostat 102. The Internet connection can be through wired or wireless technology. The thermostat 102 then connects to the remote web server through Internet. For identification of the thermostat by the company's Web Server 110, a unique identification number is stored in the thermostat's nonvolatile memory.
In accordance with the present invention, the HVAC devices 100 are connected to the thermostat through the HVAC interface, and the service request menu provided through the user interface 104 with the thermostat 102. The user interface 104 can just be a button, a touch screen display, a switch, a key on a keypad or a combination of them along with a display which makes the process of service request an interactive one.
In accordance with the present invention, using the user interface 104 the user is able to select type of service he/she needs for the installation at the user's location. Again the user is allowed to select the severity of the service. This particular severity is mandatory and not optional as this option will help identify the contractor which user to service depending the severity of the service request. When the user presses the final key to send the request, the thermostat, already connected to the web server 110, places a service request and makes an entry in the list of customers who need attention/service. The

web server on reception of this request then notifies the same to the preferred contractor of that particular area. The request can be forwarded via email, SMS, any automated phone call, fax, VoIP and the like.
As the contractor receives all the details of the customer's installed unit (for example, type of device installed, nature of problem, urgency of the service request, the contractor is better able to serve the customer.
Referring to the accompanying drawings, FIGURE 2 depicts the operational overview of the present invention.
The present invention envisages that the servicing request is sent to a preferred contractor such that the chosen contractor is competent to service the device requiring servicing or is competent to handle the need of the service request. For example, if the servicing request is to service a "Humidifier" unit then the selection logic for the contractor will be chosen on the basis of the contractor who is located near the location of the user and the contractor is competent to service a "Humidifier" unit. The selection logic can also be based on any other technical/business related relevant parameters.
In accordance with the present invention, the selection logic is preprogrammed into the web server's look up table 112. The illustration of the selection process is described with reference to the accompanying FIGURE 2. The look-up table is represented by numeral 112. The look up table 112 depicts the correspondence between the details of the service, the thermostat 102 and the contractors located nearest to the thermostat 102.

Referring to FIGURE 2, numeral 202 generally represents a typical case where the user houses two thermostats Tl and T2 each linked to devices Dl and D2 and D3 and D4 respectively. User depicted in 202 can also be used to represent user with more than two thermostat units 102. User depicted in 204 represents a typical case where the user houses only one thermostat 102 connected to more than one device D5 and P6. Numeral 206 represents a typical case where a user has installed only one thermostat T4 linked to only one device D7.
The intent behind the above mentioned representation is to represent that the present invention envisages all possible permutations and combinations that are feasible with the number of thermostats and the devices linked to these thermostat.
In accordance with the present invention, whenever the user initiates a service request through the user interface 104. The unique service request number is generated with the request. The unique service request consists of the device number, in need of servicing, as well as the thermostat unique identification number. This assists the web server 110 to identify the device and the corresponding thermostat with out any ambiguity and hence can choose a competent contractor from the look-up table 112.
Once a contactor is identified based on competence and proximity, there is an additional business sense built-in the selection logic of the contractor. The selection criteria also accounts for the class of the user. By class of the

user it is meant if the user falls under a category of special service. For example, if the user has been an old customer and a regular one then it can be graded as a premium user. Thus, if a premium subscription level customer requests a service then further filtering criteria is employed for a user for choosing a service personnel depending on the need of that particular client i.e. English-speaking, polite, technically competent with hazard training, and the like.
For example, it is not compulsory that a contractor is fixed for a specific user. The contractors are chosen intelligently depending on the servicing need of a particular device. Hence, as seen from the look-up table 112 the contractor for a combination of thermostat Tl and linked device Dl contractor CI is chosen to forward the service request. Again, referring to second row of the look up table 112, for the same thermostat Tl but linked device D2 a different contractor C3 is chosen for servicing.
Referring to accompanying drawings, FIGURE 3, FIGURE 4, FIGURE 5, FIGURE 6, FIGURE 7 and FIGURE 8 depict the method of registering the request (which is 'New device installation' in the example) and closing the same.
FIGURE 9 and FIGURE 9 A. depicts closure of a particular service request raised by the user.
Referring to the accompanying drawings, FIGURE 3 depicts the customer placing a request for installation of a new device. The user interface 104

displays the type of service request 302 that can be requested by the customer.
Referring to the accompanying drawings, FIGURE 4 depicts the process once the 'type of service request', which is new device installation, is selected, the user interface 104 displays selection table 402 displaying all the entities that fall under the category of new installation. As an example the customer using interface means 104 selects a 'Humidifier unit' to be installed.
Referring to the accompanying drawings, FIGURE 5 depicts the user requesting the severity 502 of his/her service request.
The customer then confirms the service request by pressing the menu key 504 and the service request is sent to the web server 110 with details of the customer.
Referring to FIGURE 6, the web-server 110 acknowledges the service request by sending back a unique request registration number which is displayed on the user interface 104.
Referring to FIGURE 7, if due to some network congestion problems if the service request is not been able to be processed then the user interface 104 notifies the customer of the failure of the registration of the service request and asks the customer to try again after sometime.

For a successfully registered service request, the web server 110 immediately notifies the contractor, along with the details, for particular customer that needs a service. The customer information is displayed on the display means of the contractor.
The contractor after reception of service requests serves customers depending on the urgency of that particular customer.
Once the contractor has received information on devices/equipments that are present at customer's location, he/she selects humidifiers compatible with the customer's HVAC network. This makes the whole process effortless and swift.
In accordance with the present invention, once the service request is executed and the issue is resolved, the user can close the service request.
Referring to FIGURE 8, "Close The Service Request" option from the Service Menu request 802 can be selected to close the service request. This is facilitated through the user interface 104.
Referring to FIGURE 9, the after choosing to close the service request the user interface 104 displays all active service requests 902 and user has to choose a service request to close.
Referring to FIGURE 9A, once a particular service request has been chosen by the user as mentioned in FIGURE 9, the confirmation of service request closure is displayed.

If the service closure request fails, the thermostat automatically attempts at regular intervals to close the service request at web server's end.
Referring to the accompanying drawings, FIGURE 10 depicts a method for Internet based service notification system, the method comprising of following steps:
a. compiling a list of contractors for servicing HVAC devices 1000;
b. generation of service request by the user 1002;
c. processing the service request by stamping a unique identification
number 1004;
d. transmitting said service request over the Internet to a web-based server
1006;
e. extracting said transmitted service request 1008;
f. identifying contractor's address from the entries in the web-server 1010;
g. addressing service request and request details to identified contractor
1012;and
h. closure of said service request by the contractor/service person/user after completion of service request 1014.
TECHNICAL ADVANCEMENTS
The technical advancements of the present invention include in:
% providing a method for an electronic and automated format of raising
a service request query; % providing a system wherein the customer does not have to remember
the contact details of the servicing contractor;

• providing a system wherein the customer is assured that the contractor servicing or repairing his/her system is a reliable and representative of the thermostat company;
• providing a system wherein the process of registering a service request/call for repair/service becomes an effortless and swift;
• providing a new business segment for a thermostat company;
• providing a system wherein the servicing contractor has prior knowledge of the severity of the service request and so he/she can choose customer depending on severity;
• providing a system wherein the contractor can service a customer better;
• providing a means to retain existing customers;
• providing a method of efficient servicing; and
• providing a closed loop process for a service request which ensures that the service call is executed.
While considerable emphasis has been placed herein on the components and component parts of the preferred embodiments, it will be appreciated that many embodiments can be made and that many changes can be made in the preferred embodiments without departing from the principles of the invention. These and other changes in the preferred embodiment as well as other embodiments of the invention will be apparent to those skilled in the art from the disclosure herein, whereby it is to be distinctly understood that the foregoing descriptive matter is to be interpreted merely as illustrative of the invention and not as a limitation.

WE CLAIM
1. An Internet based system for notifying service requests to predetermined group of service contractors from a predetermined group of device users, each user having at least one device in need of servicing from the contractor, said system comprising:
i. a thermostat unit having a unique identification number linked to at
least one of devices at a user end; ii. a user interface co-operating with said thermostat unit for receiving
service request from a user from pre-determined group of users; iii. processing means adapted to receive and process said service request and stamp said service request with said unique identification number to generate a unique service request number; iv. transmitting means adapted to receive and transmit said service request along with said unique service request number over the Internet; and v. a web-based server comprising:
a. look up table having correspondence between said unique
identification number of thermostat units and contractor's
address;
b. receiving means adapted to receive said transmitted service
. request;
c. extraction means adapted to extract said unique
identification number from said transmitted service request;
d. identifying means for identifying contractor's address from
entries in the look up table; and

e. notification means adapted to notify said service request and unique identification number to said identified contractor.
2. The system as claimed in claim 1, wherein said thermostat unit comprises said user interface, said processing means, said transmitting means and an interface to link with at least one of the devices.
3. The system as claimed in claim 1, wherein said user interface is preloaded with a service request menu to enable users to select the desired service and raise said service request.
4. The system as claimed in claim 1, wherein said user interface includes at least one interface selected from the group of interfaces consisting of button, scroll, touch screen, switch and keypad.
5. The system as claimed in claim 1, wherein said user interface is adapted to display the status of said service request.
6. The system as claimed in claim 1, wherein said user interface is adapted to close a service request.
7. The system as claimed in claim 1, wherein said service request includes at least one service selected from the group of services consisting of repair, regular check up, new device installation and device replacement.
8. The system as claimed in claim 1, wherein said service request is assigned urgency.

9. The system as claimed in claim 1, wherein said notification means notifies the identified contractor the service request through means selected from the group consisting of SMS, email, automatically generated call, VoIP and FAX.
10.A method for Internet based service notification system, said method comprising the following steps:
i. compiling a list of contractors for servicing HVAC devices; ii. generation of service request by the user; iii. processing the service request by stamping a unique identification
number; iv. transmitting said service request over the Internet to a web-based
server; v. extracting said transmitted service request by web-based server; vi. identifying contractor's address from the entries in the web-server; vii. addressing service request and unique identification number to
identified contractor; and viii. closure of said service request by the user after completion of service request;
11.The method as claimed in claim 10, wherein the step of generating service request includes a step of choosing at least one service selected from the group of services consisting of repair, regular check up, new device installation and device replacement.

12.The method as claimed in claim 10, wherein the step of generating service request includes a step of assigning urgency to a service request.
13.The method as claimed in claim 10, wherein the step of generating service request includes a step of displaying the status of service request on said user interface.
14.The method as claimed in claim 10, wherein the step of identification of contractor includes a step of identifying the contractor adapted to service a device in need of service located proximal to the user.
15. The method as claimed in claim 10, wherein the process of servicing is a closed loop process.