Installer / Field Technician Guide
A dispatch is the last resort — by the time you're sent, every remote fix has been tried. This page is also read by Coordinators and IT Support so they know what to hand you.
What triggers a dispatch
You are sent to a site only after both of these are true:
- A remote reset from the provider cloud did not bring the device back, and
- An on-site power-cycle by the beneficiary also failed — or the contact reported physical/hardware damage.
Isolated single-site faults are the usual case. Area-wide outages (many sites down across a region) are handled remotely with the power or backhaul provider and should not result in a dispatch.
On site
Your dispatch packet should include, before you leave:
- Exact site, address/location, and the on-site contact
- The specific device and the suspected fault (power, cabling, hardware)
- What was already tried remotely, so you don't repeat it
The goal is a physical fix that a remote reset couldn't achieve: reseat or replace cabling, confirm power, swap failed hardware, and confirm the device is reachable from the provider cloud again.
Reporting back
Close the loop so the outage can be marked resolved. Report:
- Root cause you found on the ground
- What you did to fix it
- Confirmation the device is back online and stable (not just powered on)
- Any follow-up needed (replacement part on order, temporary fix, etc.)
"Fixed" means the device is back online and stays up — confirm it in the provider cloud before you leave the site.