Troubleshooting — Network/Power Failover Triage (Generic Example)

Symptoms

• Telemetry offline
• Remote commands time out
• Intermittent connection / flapping alarms

Fast checks (2 minutes)

1. Confirm monitoring platform is healthy (not a platform outage).
2. Check whether multiple sites are affected (scope).
3. Check last known time of good telemetry (start of incident).

Decision tree

• If multiple sites are affected → treat as platform/network issue; escalate.
• If only one site affected → continue.
• If last update < 5 min ago → wait 5 min and re-check (avoid thrash).
• If last update > 10 min ago → initiate comms recovery steps (if permitted).

Recovery steps (low-risk first)

1. Re-poll / refresh telemetry once.
2. Check comms device status (generic indicator if available).
3. If allowed: restart comms service (single action) and monitor for 10 minutes.
4. If still offline: escalate to field tech with incident summary.

Verification

• Telemetry stable for 10 minutes.
• No repeated comms alarms during verification period.
• Closeout notes entered (what/when/why).

Escalation package (copy/paste)

Summary:
- Symptoms:
- Scope (single site vs widespread):
- Last known good telemetry:
- Fast checks completed:
- Actions attempted:
- Current status:
- Safety concerns:
- Requested next steps / owner:

Changes

• v1.0 — Initial published sample.