Signal
Customer says the device failed
The report arrives before support knows whether the device is offline, misconfigured, or out of warranty.
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.
- 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.
What support knows
A customer reports an outage, but the team needs evidence before shipping replacement hardware.
Context
Warranty and customer data matter
Dataplicity keeps customer, warranty, device class, and service history beside operational evidence.
Decision
Approve dispatch only with proof
Support needs enough evidence to choose RMA, remote fix, or customer guidance.
CLI investigation walkthrough
Move from customer report to service decision without copying data between tools.
01 - Customer
Find warranty context
Start from customer identity, not a loose serial number in a ticket.
$ dataplicity customers show <customer> --include devices,warranty,open-incidents
devices=128
open_incidents=1
warranty.active=117
warranty.expiring_30d=9Support can immediately see covered devices and active incidents.
02 - Device
Inspect the affected unit
The device record links status, warranty, firmware, class, and recent alerts.
$ dataplicity devices show <device> --include customer,warranty,status,alerts
customer=<customer>
warranty=active
status=online
alert=storage_pressure
last_check_in=1m agoThe unit is online and covered, so remote diagnostics are worth trying before dispatch.
03 - Diagnostics
Collect proof before replacement
Logs and read-only commands show whether this is hardware, storage pressure, or application failure.
$ dataplicity terminal exec <device> -- "df -h /var && journalctl -u edge-app -n 20"
/var 96% used
edge-app: cache pruning skipped
exit=0Support can recommend remote remediation and attach proof to service history.
Operational conclusion
The conclusion becomes service history, customer communication, and warranty evidence.
Remote fix
Run or schedule a cleanup task
The device is online and the fault is software or storage related, so support can remediate before dispatch.
Warranty
Keep evidence if replacement is still needed
If the issue returns, logs and diagnostics are already attached to the customer and device record.
Customer trust
Publish a customer-safe update
Status and support notes can say investigation complete and remediation in progress without exposing internal logs.
Make warranty decisions from live evidence.
Connect customer context, device health, logs, incidents, warranty, and remote diagnostics in one support flow.