The diagnosis tool is a collection of documents developed to solve problems, adapted to the knowledge and skills of different user levels.
The tool itself can be found here: Diagnosis tool
Level 1: Daily use
'Daily use' consists of users (such as cleaning personnel) who are often the first to encounter a malfunctioning product and have some degree of authority to fix or report the problem.
Usually they have no or very limited product knowledge. In addition, they do not have tools, a smartphone with the IPEE app installed, nor the authority to do extensive diagnostics. Therefor, their diagnosis tool is short and limited.
If the problem can’t be solved on their level, they should escalate it to level 2.
Level 2: Facility manager
The ‘Facility manager’ (FM) oversees all aspects of building functions and guarantees the safety and functionality of all facilities. When a problem related to the IPEE Buddy is escalated from Level 1, the Facility manager has a diagnostic tool that both checks the Level 1 analysis as well as includes additional steps for a more complete diagnosis.
The facility manager has basic product knowledge, as well as a smartphone with the IPEE app installed (including PINs if activated). He is not expected to have tools, nor to take technical actions.
If the problem can’t be solved on his level, the Facility manager should escalate it to level 3.
Level 3: Technician
Technicians are either internal or external personnel with both good product knowledge, expertise in sanitaryware and electricity, a smartphone on which the IPEE app is installed and typical tools of an installer (including a multimeter).
Problems referred to technicians should be verified and further investigated using the diagnostic tool. Technicians often call in for remote support from the vendor. In that case, the technical support operator must utilize the same tool.
If the problem can’t be solved on his level, the Technician should escalate it to level 4.
Level 4: Vendor Tech Support
When a problem is escalated to Vendor Tech Support and calls for an intervention, the full diagnostic tool should be used to verify the validity of the complaint and determine the cause of the failure.
A Tech Support engineer has the same capabilities as a technician, but in addition has spare parts to repair the flushing system.
If the problem can’t be solved on his level, the Vendor’s Tech Support should escalate it to IPEE using the listed escalation codes.
Perceived issues
Some problems experienced by customers or personnel are not due to product failure but to incorrect configuration or lack of training. This list shows the most common problems of this order with the corresponding solution.