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Hand support from engineering to a real queue
Meridian Autonomy ships cells into the field. Harbor Retail scales brand networks. While engineering still owns every “screen dark” or “robot stuck” call, product work stalls and MTTR depends on who is awake.
Without Dataplicity
Tickets land in a firmware Slack channel. Context lives in the engineer’s head. Handoff never finishes because the tools do not share a device record.
With Dataplicity
- Put field impact on incidents with device, customer, and site context already attached.
- Staff a support or on-call schedule that owns acknowledge and first response - engineering is escalation, not the default inbox.
- Give the queue the same evidence path - logs, monitors, controlled remote access - that engineering used during the pilot.
- Scope support roles so the queue can act without every member holding OEM admin.
Outcome
Support is a real queue with shared evidence - engineering returns to building the product.