Operations & response playbook
Runbooks and checklists to keep alerts actionable, sensors healthy, and comfort levels safe across facilities, households, and businesses.
Monitoring priorities
Define critical assets first (freezers, HVAC uptime, air quality, water level). Map each sensor to a location and set thresholds that reflect compliance and comfort targets.
- Open the alarm console and tag priority areas (cold storage, mechanical rooms, server rooms).
- Set tiered rules for temperature, humidity, CO₂, and water-level alarms so alerts match the severity of the space.
- Schedule quarterly reviews to tune thresholds, verify HVAC uptime targets, and retire unused sensors.
Environmental safety checks
Use this cadence for cold-chain storage, indoor air quality, and outdoor air monitoring across mixed-use spaces.
- Verify freezer and refrigerator sensors stay inside compliance ranges; add short windows for rapid drift.
- Review HVAC uptime and CO₂/particulate trends for ventilation events and schedule filter replacements.
- Audit water-level sensors in basements, sump pumps, and roofs after storms or maintenance windows.
- Flag outdoor air sensors that diverge from nearby reference stations before acting on anomalies.
Sensor health triage
Investigate heartbeat gaps before data loss. Use this checklist for rooftop units, basements, and outdoor air monitors.
- Filter the dashboard by Needs attention to pinpoint offline sensors.
- Check power, gateway coverage, and mounting locations to eliminate interference or shielding.
- Escalate persistent outages to facilities teams and log remediation steps in the incident tracker.
Response & escalation
Make sure routing rules and contact rotations deliver alarms to the right responders. Coordinate with the on-call engineer for live incidents.
- Verify notification channels for each severity level, including SMS, email, and webhook integrations.
- During an incident, sync with on-call support to confirm acknowledgement timelines.
- Document manual escalations and update policy owners once the incident is resolved.
Onboarding troubleshooting
When new devices fail setup, walk through the guided wizard to confirm connectivity and credentials before escalating to engineering.
- Launch the device setup wizard and reproduce the onboarding flow.
- Verify provisioning tokens and MQTT credentials; rotate them if the device was previously registered.
- Confirm the gateway endpoint responds with HTTP 200 before handing back to the customer success team.
Operational quick checks
Daily readiness
- Verify sensor heartbeat from the live dashboard; investigate anything older than 15 minutes.
- Respond to alarm thresholds flagged overnight via the alarm console.
- Confirm escalation acknowledgements with on-call responders.
Weekly governance
- User access review: audit operator accounts from the dashboard roster and disable unused logins.
- Test escalation paths end-to-end, including third-party paging tools, and document results in the runbook.
- Dry-run the onboarding wizard with a demo device so troubleshooting tips stay current.