Yuno NetworkDocs

IT Support Guide

You take escalations from Coordinators when the basic steps didn't work. Your job is to exhaust every remote fix before a technician is ever sent.

Taking an escalation

A Coordinator escalates once a remote reset and an on-site power-cycle have both failed. Before you dig in, confirm you have the handoff context:

  • Project, site/group, and the specific device
  • Downtime duration
  • What was already tried, and what the beneficiary reported

If any of that is missing, get it first — it changes where you start.

Remote diagnosis workflow

Work from the data the platform already collects:

  • Open the device detail page — check current uptime, last restart time, IP/MAC, and software version.
  • Review the uptime and traffic trends — a device that flaps on a schedule behaves differently from one that hard-dropped.
  • Check the group / site detail to see whether it's one device or the whole site, and look at the device alert logs (reconnect/disconnect events).
  • Glance at the API error logs on the NOC dashboard — if the vendor API itself is erroring, the "outage" may be a data-collection gap, not a real one.

Provider-cloud reset

Use the provider cloud/controller (Ruijie / Omada / Huawei) to confirm the device's live status and logs. If it is reachable or flapping, attempt a remote reset/reboot from the controller. Re-check uptime afterward to confirm it actually came back and stayed up.

The decision point: remote fix vs. dispatch

This is the call only you make. A site visit happens only when:

  • The remote reset failed, and
  • An on-site router restart also failed, or
  • The contact reports physical / hardware damage.

Where that sits in the ladder:

1

Check the provider cloud / remote reset

Coordinator → IT Support

Look at the provider cloud/controller for the device's status and logs. If it is reachable or flapping, attempt a remote reset/reboot. Most outages clear here.

2

Call the site contact

Coordinator

If the remote reset does not bring it back, call the beneficiary/site contact to ask what is happening on the ground (power brownout, weather, unplugged router) and have them power-cycle the router.

3

Recommend a site visit

Dispatch Installer

ONLY if the remote reset failed AND an on-site restart also did not work, or the contact reports physical/hardware damage. Only then send a technician.

Requesting a dispatch

When you conclude a technician is needed, package everything the installer needs so the trip isn't wasted:

  • Exact site, address/location, and on-site contact
  • The specific device and the fault you suspect (power, cabling, hardware)
  • Everything already tried remotely, so it isn't repeated
  • What "fixed" looks like — the device back online and stable