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Knowledge Base

System Design

Use this page to understand how the support stack is organized. It helps explain why a problem can look local, wireless, network, or service-related depending on where it starts.
Check What We SupportRun Diagnostics
Architecture LayersUnderstand the stack from client devices through to external services.
Network PathTrace requests through routing, DNS, and service boundaries.
Ownership BoundariesKnow which layer a symptom belongs to before escalating.
Clear HandoffDocument the failure path so support moves faster.
System Design

Map the failure path before you escalate

When the ownership is unclear, trace the issue through each layer. Knowing which layer failed first determines the right team, the right fix, and the shortest route to resolution.

Open Support ChecklistReview What We Support
Client to service layer mappingClear ownership boundariesFaster support handoff

Architecture Layers

Use the stack view to reason about where a symptom started and who owns it.

Device & Client Layer

End-user hardware, operating system behaviour, and local configuration all live at the edge.

Wireless & Access Layer

Access points, roaming, placement, and RF conditions shape the experience users see.

Routing, DNS & Service Path

The network path determines whether requests reach the right destination cleanly.

Support Handoff Path

Knowing who owns each layer makes escalation faster and avoids duplicated work.

How to Reason About the Stack

Work from the user-facing edge toward the deeper services.

1

Start at the edge

Identify the device, app, or location where the issue first appears.

2

Move inward layer by layer

Check client, wireless, routing, DNS, and service behaviour in order.

3

Separate ownership from symptoms

A symptom can show up in one layer even when the fix belongs to another.

4

Use the path to route the case

When you know the layer and the owner, the handoff becomes much faster.

Related Reading

These pages pair the architecture view with support boundaries and diagnostics.

What We Support

The ownership and escalation boundaries for common issues. Understand what falls in scope before digging deeper.

What We Support

Network Diagnostics

The tests that help you map a failure to a specific layer. Ping, traceroute, and path analysis in one place.

Run Diagnostics

Wi‑Fi Reliability

How layout, placement, and wireless conditions change the outcome. Practical fixes for real properties.

Wi‑Fi Reliability

Ready to Turn the Design Into Action?

Use the support checklist to capture the path, the layer, and the ownership details before escalating.

Open Support Checklist

Document the exact components and symptoms before you hand off the case.

Support Checklist

Review What We Support

Make sure the issue belongs in the support boundary before you dig deeper.

What We Support