Playbook case study - Customer status + warranty
Case study: support needs proof before approving warranty dispatch.
A customer says a unit failed and asks for a replacement. When the device is online in Dataplicity, gather customer, warranty, device health, logs, diagnostics, and incident evidence before deciding whether to dispatch, RMA, or guide a remote fix.
What support knows
A customer reports an outage, but the team needs evidence before shipping replacement hardware.
CLI investigation walkthrough
Move from customer report to service decision without copying data between tools.
Operational conclusion
The conclusion becomes service history, customer communication, and warranty evidence.
- Start from customer and device identity.
- Check warranty and entitlement context.
- Collect logs and remote diagnostics before dispatch.
- Turn evidence into customer-safe status and service history.