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1.2.3 Define a Service Strategy
The service strategy determines whether the integrated modem is the cause of a user's problem
and sets a policy for keeping the end user operational during repair. The service strategy must
consider all potential service situations and evaluate them in light of the usage model. You can
create the service strategy jointly with Motorola. Contact your Motorola OEM sales representative
for details.
To ensure that a final product can be efficiently serviced, it is recommended you design for
serviceability early in the R and D process. At a minimum, you could develop a functional service
strategy that contains a well considered procedure for performing unit-level screening. The test
may primarily determine whether a fault lies with the modem or with the product. The test must
also screen for network problems and human error.
Motorola has an evaluation board (a standalone test fixture). The evaluation board provides a
mounting platform and electrical interface to the modem. Testing is performed much more
efficiently while the modem is being integrated within the OEM host, whether for a factory end-
of-line test or while at the user's site. (See Annex E)
For your product to allow integrated testing of the modem, you may decide to provide a modem
pass-through mode.
A thoroughly-developed OEM serviceability plan typically includes a needs assessment for
developing software utilities that can assist in identifying communication problems between the
product and the modem and between the modem and the RF network.
These utilities must be able to send commands to the modem, evaluate the modem responses,
perform network connectivity testing, and verify data communication with the network.
Such a software utility is essential for field service engineers and shop technicians to diagnose
problems with the product and to troubleshoot a problem to a failed assembly or mismanaged
communication link.
1.2.4 Customer Problem Isolation
When customer problems are reported from the field, you must isolate the source of the problem
remotely. You will need to determine what piece of the over all system is not functioning
correctly. The following need to be considered as source of the problem:
1.
Network
2.
d15 wireless modem
3.
Host product
Often it is a user's misunderstanding of how to use the product. Regardless, remote
troubleshooting is essential to reducing the number of returned products and lowering service
costs, particularly if the host must be disassembled for removal of the modem.
Motorola recommends that your product application (both at the terminal and host ends)
incorporate sufficient problem diagnostic software to determine the cause of the problem
remotely. Often, the best approach is to incorporate progressively deeper loopback tests to
determine the point at which the communication link fails.
As stated elsewhere, you need to make this remote diagnostic functionality be part of your
standard software load.
d15 Modem Integration and Application Developers Guide version draft 0.53
Page 15 of 181
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