Operations Suite

The Operations Suite is where you manage devices after they leave the factory. Monitor health, handle warranties, process returns, push firmware updates, and support your customers - all from one place.

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Device Management

The device management view gives you a complete picture of every device in the field.

For each device, you can see:

• Status - Active, inactive, returned, decommissioned
• Health - Current health metrics (see Health Dashboard below)
• Firmware version - What firmware is currently running
• Test history - Every test report from manufacturing
• Field service timeline - A chronological log of every service event, repair, and note

Use filters and search to find specific devices by serial number, variant, lot, status, or firmware version.

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Health Dashboard

The Health Dashboard gives you a real-time view of how your devices are performing in the field. For a per-device chart deep-dive (CPU / Temperature / Memory / Signal / Battery / Uptime with 1h / 24h / 7d / 30d ranges), use the dedicated Telemetry page at /projects//operations/telemetry - it sits next to the dashboard in the Operations sidebar.

What you see:

• Summary cards - Quick stats across your fleet (average temperature, devices online, error rates)
• Metric charts - Visualize any health metric over time (temperature, CPU usage, memory, signal strength, battery, custom metrics)
• Filters - Narrow down by specific device, metric type, or time period

How to use it:

1. Go to Operations → Health Dashboard
2. Select a metric from the dropdown (e.g., "CPU Temperature")
3. Choose a time range
4. Optionally filter to a specific device or group of devices

Tip: Check the Health Dashboard regularly. A gradual upward trend in temperature or memory usage often signals a problem before devices start failing.

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Warranty

Track warranty status for every device you ship.

• Activate warranties when devices are sold or deployed
• Track expiry dates and see which devices are still covered
• Bulk extend warranties for an entire lot or a filtered group of devices
• Status badges show at a glance: Active, Expiring Soon, Expired, Void

Warranty workflow:

1. Go to Operations → Warranty
2. Select devices (individually or in bulk)
3. Set the warranty start date and duration
4. The system tracks expiry automatically

Note: Warranty status is visible on each device's detail page, so your support team always knows coverage before processing an RMA.

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RMA (Return Merchandise Authorization)

When a device needs to come back for repair or replacement, the RMA module walks you through a structured process.

Creating an RMA

1. Go to Operations → RMA
2. Click New RMA
3. Enter the device serial number - the system pulls up the device details automatically
4. Describe the reported issue

5-Why Root Cause Analysis

Each RMA includes a built-in 5-Why analysis to help your team find the real root cause:

• Start with the reported problem
• Ask "Why?" up to five times, documenting each answer
• Arrive at the root cause, not just the symptom

Mass Troubleshooting Records

If multiple devices share the same issue, link them together in a single troubleshooting record to avoid duplicate work. The standalone records list lives at /projects//operations/troubleshooting (sidebar -> Operations -> Mass Troubleshooting) - this is where you go to scan active records, see resolution status across the fleet, and reopen one to add devices later.

Auto-Suggest from Knowledge Base

When you create an RMA, the system automatically searches your Knowledge Base for similar past issues. If a previous RMA had the same symptoms, you will see the resolution right away.

Save to Knowledge Base

After completing a root cause analysis, click Save to Knowledge Base to make your findings available for future reference. This builds your team's institutional knowledge over time.

Tip: Always save resolved RMAs to the Knowledge Base. The auto-suggest feature becomes more valuable the more data it has.

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Firmware Updates

Push firmware to devices in the field without physical access.

How to push an update:

1. Go to Operations → Firmware Updates
2. Select a firmware version (uploaded in the Engineering Suite)
3. Choose targets:

- An entire production lot - Specific individual devices

1. Initiate the push

Tracking:

• See the push history - which updates were sent, when, and to whom
• Monitor success/failure rates for each push
• Retry failed updates

Note: Devices must be connected and running the S3 Protocol to receive OTA updates. See the Device Protocol guide for setup.

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Technical Support

Manage customer support tickets directly within S3Suite.

• View all tickets submitted by customers (via the support widget - see Support & Ticketing)
• Respond to tickets - Your reply is sent to the customer via email
• Bi-directional email - Customers can reply to the email, and their response appears in the ticket thread
• Close tickets when resolved

Support tickets are linked to projects, so your team has full context when helping customers.

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Connectivity

Track the network connections of your deployed devices:

Additional connectivity features:

• Data usage monitoring - Track how much data each device consumes
• Signal quality trends - Spot connectivity degradation before it becomes a problem
• SIM management - Keep track of which SIM is in which device

Tip: Connectivity issues are one of the most common causes of "device offline" reports. The connectivity view helps you diagnose whether it is a device problem or a network problem.