Locate the fault domain
Separate door preparation, power, network, configuration and user errors from hardware, firmware, application and cloud faults.
Channel support operations
Distributor After-Sales, Warranty and Spare-Parts Framework
Set the support handover before the first shipment. Name the case owner, required diagnostic evidence, first-line checks, engineering escalation route and approval authority for parts, returns and commercial disposition.
6support stages
4case classes
5controlled records
Commercial and technical scope
Warranty coverage does not define the support process.
The warranty states what may be covered. The support process states who receives the case, which checks must be completed, who authorizes the remedy and what evidence closes the record. Both belong in the agreed product programme.
Close these points before the first purchase order. Identify the covered models, coverage start date, exclusions, diagnostic ownership, RMA authority, return or replacement route, freight responsibility, spare-parts supply, firmware escalation and minimum case record. Put product-specific warranty periods and response commitments in the quotation or signed agreement.
Keep the opening operational
Record the mechanical override, alternative credential, temporary unit and site procedure used to maintain safe access.
Prevent repeat failures
Group cases by model, batch, hardware revision, firmware and operating condition; link each confirmed cause to containment and permanent action.
Responsibility matrix
Give each support stage one accountable owner.
The split between distributor and manufacturer depends on local capability and the commercial agreement. The matrix below identifies the ownership decisions that must be recorded.
| Stage | Distributor / local partner | Manufacturer / development team | Closure evidence |
|---|---|---|---|
| Case intake | Record the customer, site, model, serial number, symptom, operational impact and immediate safety concern | Issue the case template, evidence requirements and escalation channel | A complete case record with a reproducible or clearly bounded symptom |
| First-line diagnosis | Check installation, power, network, door fit, configuration and approved recovery steps | Maintain model-specific diagnostics, current documentation and known-issue guidance | Test results, photos or video, logs and configuration record |
| Technical escalation | Submit the required evidence, preserve the installed state and update the customer | Review the hardware, firmware, application or cloud evidence and define controlled tests | Fault domain, next action, case owner and review date |
| Commercial disposition | Confirm local stock, customer handling and the applicable agreement | Authorize the remedy against the product-specific commercial terms | RMA number, parts issue, credit, replacement or documented exclusion |
| Corrective action | Apply the field remedy and monitor the affected installed base | Control the engineering change, affected scope, release notes and validation | Effectiveness check against the original failure mode |
| Closure | Record the deployed remedy and customer acceptance | Close the technical record and retain configuration traceability | Final status, closure date, deployed version and residual risk |
Commercial boundaryNo universal warranty period, free-spares ratio, response SLA or freight policy is stated here. These terms depend on the product, destination market, support model and signed agreement.
Case classification
Classify cases by operational impact.
Define severity levels and response targets in the commercial agreement. These four classes determine the first action and evidence required for escalation; they are not published service levels.
| Case class | Typical impact | First action | Evidence for escalation |
|---|---|---|---|
| Safety or access continuity | Unsafe operation, trapped or uncontrolled access, or no approved entry method | Apply the documented site safety and fallback procedure | Immediate impact statement, affected openings, configuration and containment |
| Repeated or multi-site failure | The same symptom appears across units, batches, sites or one firmware release | Preserve affected versions and isolate the common condition | Unit list, batch or serial range, recurrence rate and comparison data |
| Single-unit functional fault | One lock, intercom, gateway or application instance is affected | Complete installation and configuration checks before replacing parts | Reproduction steps, photos or video, logs, wiring and swap-test result |
| Configuration or documentation | An incorrect setting, unclear installation step or missing compatibility note | Correct the field instruction and verify the installed configuration | Document revision, corrected setting and customer confirmation |
Controlled records
Keep five records for the installed base.
The service history must survive staff changes, messaging-platform changes and replacement of local service providers. Store it in a controlled record, not an individual's inbox.
Installed-base register
Site, controlled opening, model, serial or batch, hardware and firmware revision, application or platform, installation date and local service owner.
Case intake record
Observed symptom, reproduction steps, photos or video, wiring, network, configuration and immediate containment.
Spare-parts map
Replaceable assemblies, compatible model revisions, storage conditions, diagnostic purpose and replenishment route.
Firmware register
Released version, target hardware, change reason, known limitations, rollback position and deployment approval.
Corrective-action log
Confirmed cause, affected scope, containment, permanent action, validation result and recurrence monitoring.
Channel due diligence
Compare support scope with price and compliance.
Two unit prices are not comparable if one quotation excludes spare parts, firmware maintenance, certification records or local diagnostic responsibility.
01 / HUBDistributor ProgramMarket coverage, channel role and launch plan.02 / BUYWholesale GuideProduct scope, samples, quotation and supply terms.03 / AUDITFactory AuditProduction, traceability and change-control evidence.04 / SUPPORTAfter-SalesWarranty, RMA, diagnostics and field ownership.05 / VERIFYCertificationsModel-specific documents for the destination market.
Support scope review
Define the handover before the first shipment.
Send the destination market, proposed product range, local diagnostic capability, forecast installed base and service model. We will identify first-line ownership, escalation evidence, spare-parts responsibilities and commercial terms that still require agreement.