June 7, 2021
Danger Ahead! Congratulations – you have deployed a new product, device, or server that runs on your customer’s premise. The product development lifecycle, however, does not end at deployment. Support and maintenance are key components of delivering a robust product. When a customer encounters an issue with a deployed device, there are a few options: 1) attempt to coach them through troubleshooting over the phone (or any telecom system), 2) send an expert to be on-site with the customer and the problem device, or 3) create a remote access system in the product that allows your experts to access the device from anywhere at any time.