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Decide dispatch vs remote fix on a warranty call ​

A customer reports field impact. Support must choose remote fix versus truck without guessing. When every responder debugs differently and customer context is missing, dispatch becomes the path of least resistance - and the expensive one.

Without Dataplicity ​

Tickets cite a serial. Logs live elsewhere. Remote access is a separate VPN or “ask the customer to open a port.” Warranty evidence is tribal.

With Dataplicity ​

  1. Open the incident and list affected devices with customer and site context already on the record.
  2. Collect evidence first - scoped logs and a safe remote check (shell or Wormhole) before committing to travel.
  3. Record the decision on the incident: remote fix, dispatch, or wait-and-monitor, with what you observed.
  4. Publish only customer-safe facts on a status page if customers need a public truth - not internal diagnostics. See Design the wallboard for who walks past it.

Outcome ​

Dispatch is a decision with evidence, not a default. Warranty and support share one trail.

Next ​

Related path: Connected product company