I consult for a large MSO (cable operator) in the midst of developing an IP Video (VOD, Linear and Cloud-based DVR) application on Roku. I am curious to learn more about what tools are available for operational support. Once this app is deployed to customer what are some ways of supporting it when issues arise? How have other operators gathered transactional data on devices in the field (i.e. errors, action logs, etc.) and getting it to marry up with a device ID or customer GUID so a care agent can see what a customer is doing in order to try and help troubleshoot or repair.
Furthermore - does there exist any methods of remotely troubleshooting a device? I.e. if a customer calls in, he or she can give consent to the care agent to see their screen, control it, reset it etc.? How does that work?