Identify the unit
Check which device and customer are affected, and review available service and coverage context.
Make the service decision with the device evidence in view.
Keep customer and site context alongside device health, logs and incidents. Help the next responder understand what happened before deciding on a remote fix, visit or replacement.
- Support the installed base without requiring a customer portal.
- Keep investigation and follow-up together.
- Publish only the status information customers need.
From the support request to the next action
Worked support scenario. A device must be online for live investigation; historical evidence is limited to what was collected.
Investigate before dispatch
Review logs and diagnostics. Where the device is online, inspect the service remotely before deciding whether an on-site visit is necessary.
Explore this capabilityLeave a useful handover
Record the action, the result and the remaining work. Track a replacement or follow-up with links to the affected device and incident.
Explore this capabilityGive customers an appropriate view
A service-status page and a customer product application serve different jobs.
Explain a service incident
Use status pages for customer-safe availability and incident updates.
Explore this capabilityLet customers operate their product
Use a branded application when customers need their own records, data and permitted controls.
Explore this capabilityFollow a complete support decision.
See how available device evidence informs the decision to fix remotely, dispatch or replace.