“In talking with customers and prospects—especially first responders—we discovered that there is no troubleshooting out in the field,” he said. “[IT personnel] just say, ‘Bring the device back. We can’t afford to have you spend time trying to troubleshoot a device, because that’s not your area of expertise.’ So, you’ve got a device that’s dead in a car until they get back, and then somebody’s got to troubleshoot it.

“This makes it simple for the end user to do very basic troubleshooting, and it puts the power back into IT’s hands to say to the user, 'That’s beyond anything you’re going to be able to solve,’ or ‘Just turn your VPN back on,’ depending on the situation.”

NetMotion Wireless support staffers have used the diagnostics tools and have reported that troubleshooting calls now take about 80% less time than they did previously, Crowe said.

Not only can the diagnostic functions be initiated by the user, an IT administrator can write policies to automatically initiate diagnostic tests when a connectivity problem occurs, Crowe said. Similar capabilities can allow policies to be implemented to alter quality-of-service levels or prioritization in real time, depending on the throughput needs of a given situation.

In addition to the diagnostic functionality, NetMotion Diagnostics includes the capability to send text-based alerts to users that can inform them of outages, capacity issues, temporary prioritization changes or other relevant information, Crowe said.