A method and system for web-based analysis of defective computer programs is disclosed. One aspect of the invention involves a method at a third-party computer remote from a customer computer with a defective program and remote from a set of computers associated with a support provider for the defective program. The method involves receiving log data and program code associated with the log data that was collected from the defective program on the customer computer; decompiling the program code if the program code is not already decompiled; and providing analysis of the received log data and the decompiled program code to a network application in communication with the third-party computer.