A computerized method and system to communicate information between a supported client computer and a remote support organization have been described. At the supported client computer, status information, generated by one or more client applications when executing on the supported client computer, may be retrieved. The status information may be stored in a client database on the supported client computer. A first client database definition for a client data item may be mapped to a first tag, the first client database definition may be associated with the client database and the client data item may include the status information. A client message document including the first tag may be communicated to a support server of the remote support organization. The status information may be stored in, and retrieved from, the client database via a functional abstraction layer comprising one or more customized application program interfaces (API).