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Connected product company
The device is the product. Success is shipping units you can still support, deciding dispatch vs remote fix, and telling customers what is true without opening the shell.
Stories
| Story | Business moment |
|---|---|
| Ship the first customer unit you can still support | First commercial ship |
| Decide dispatch vs remote fix on a warranty call | Field escalation |
| Hand support from engineering to a real queue | Org scale - see Incidents and on-call and Support without VPN |
| Tell the customer what is true without the shell | Trust - see Status visibility and Design the wallboard for who walks past it |
| Separate “one bad unit” from “the network died” | Fleet-wide - see Blame Starlink (or not) |
| Keep evidence for warranty and “who did what” | Audit - see Audit trails for support and Security model |