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Fix a remote site without a truck roll
A Solstice Utilities building controller fails before the shift. The default instinct is a truck roll or a VPN negotiation with customer IT. Shared SSH keys and inbound ports burn days before anyone touches the fault - and they fail the audit Solstice’s customers expect.
Without Dataplicity
Support waits on network change requests. Engineering keeps a spreadsheet of bastion hosts. Every incident invents its own path from “something is wrong” to “we fixed it.” Contractors either get the master keys or wait for OEM engineering.
With Dataplicity
- Start from the signal. Open the alert or incident with device context already attached - organisation, site or customer when mapped, severity, and first-observed time. Acknowledge so others do not duplicate work.
- Gather evidence. Search or tail logs scoped to that device (and class/customer when present). Compare a healthy peer at another Solstice site if you have one. Keep the query and findings on the incident.
- Use interactive access only when needed. Remote Shell or Wormhole uses the agent-initiated route instead of a per-device inbound rule. Restricted networks may require approved outbound destinations. Prefer the least invasive action; verify recovery with an independent check, not only a successful command. Scoped contractor roles can help without owning the OEM estate.
- Close the loop. Resolve with cause, action, and remaining risk. Promote repeatable checks into monitors or scheduled tasks so the next failure is quieter.
Outcome
Support can reserve dispatch for cases where the available evidence indicates physical or site work, while remotely recoverable cases follow one reviewed path - with an audit trail Solstice can show.