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DWS Support · For fiber and broadband operators

One console to find, diagnose and fix every CPE.TR-069 or TR-369.

Every customer ONT and home router in one web console. Your agents find any device by serial or MAC, read its health in plain terms and fix it remotely, whichever protocol it speaks.

Request a demoSee how it works
  • Self-hosted on your infrastructure
  • Per-device routing to the right engine
DWS Support device detail on the Optics tab for an operational TR-069 ONT, showing a borderline -26.12 dBm RX reading with its field hint, the status and protocol chips, the remote actions and several device tabs open.DWS Support device detail on the Optics tab for an operational TR-069 ONT, showing a borderline -26.12 dBm RX reading with its field hint, the status and protocol chips, the remote actions and several device tabs open.
Shown with sample devices, not customer data.

02 · Sound familiar

Parameter trees, spreadsheets and a different tool per protocol.

What support teams at fiber and broadband operators deal with today, and how DWS Support answers each one.

  1. 01

    “Agents jump between ACS screens, raw parameter trees and spreadsheets.”

    One console that turns parameter trees into cards with green, amber and red verdicts.

  2. 02

    “TR-069 and TR-369 devices need different tools.”

    A protocol router picks the right engine for each device. The agent never has to know which one.

  3. 03

    “Bulk changes are risky and hard to follow.”

    Canary-first, ramped, windowed and rate-limited campaigns, with pause, abort and per-device tracking.

  4. 04

    “Activating a service means hand-typing dozens of parameters.”

    One dialog each for Internet, VoIP and IPTV, pre-filled from your defaults and your inventory system.

  5. 05

    “Known-bad firmware keeps coming back.”

    A firmware repository with a publish gate, signed expiring download links, and known-issue notices that follow affected devices.

  6. 06

    “OLTs live in a separate tool.”

    OLT inventory, SNMP health and the list of attached ONTs, in the same console.

03 · What it does

Four jobs, one console.

Built for the support desk, not only for the ACS admin: every screen answers the question the agent has to decide on.

  1. 01

    One console for every CPE

    • TR-069 through GenieACS or a built-in ACS, TR-369 through a native USP controller (WebSocket)
    • Search runs across all engines at once
    • Move a device between ACS engines one at a time, not in one risky cutover
    • Reads TR-181 and TR-098 data models
  2. 02

    Diagnose in seconds

    • Search by serial or MAC, batch lookup of up to 10, typo suggestions
    • Status, optics, Wi-Fi, LAN, traffic and connected clients across 8 tabs
    • Automatic green, amber and red grading
    • Health and known-issue banners on the device
  3. 03

    Fix and provision remotely

    • Reboot, factory reset and firmware push
    • Wi-Fi and LAN/DHCP changes; empty fields are left unchanged
    • Internet, VoIP and IPTV provisioning, with PPPoE credentials from your inventory system
    • Every device command is recorded
  4. 04

    Change the whole fleet safely

    • Canary-first rollout you can pause at any moment
    • Ramp per hour, maintenance window and an RPC-per-minute limit
    • Draft, then approval by a different person
    • Abort and roll back pending devices

04 · How it works

Three steps from install to fleet.

  1. 01

    Connect your ACS and devices

    Run DWS Support on your own infrastructure with Docker. Connect GenieACS, or turn on the built-in TR-069 ACS and the TR-369 controller, and link your inventory system and your NOC.

  2. 02

    Find and diagnose

    Agents press / and paste a serial. The device card already answers the first question, and the tabs show where the problem is.

  3. 03

    Act on one device or on thousands

    Fix one customer's router from the detail view, or roll a change out to a whole model line with a campaign.

05 · Inside the console

Answers, not parameter dumps.

Browser-style tabs keep several customers open at once, titled by serial or MAC. Every screen is organised by what the agent needs to decide.

  • Device search running a batch lookup of five serial numbers, with four devices found in different states, one serial not found and the recent lookups panel.Device search running a batch lookup of five serial numbers, with four devices found in different states, one serial not found and the recent lookups panel.
    Device searchSerial or MAC in any format. Paste to search, batch up to 10 values, and get a suggestion when a serial has a typo.
  • Device detail on the Device Info tab for a TR-369 ONT that just rebooted, with a critical optics banner, uptime and resource gauges, and red and amber dots on the tabs that need attention.Device detail on the Device Info tab for a TR-369 ONT that just rebooted, with a critical optics banner, uptime and resource gauges, and red and amber dots on the tabs that need attention.
    Device detailEight tabs: device info, optics, WAN, LAN, Wi-Fi, connected clients, traffic and raw parameters. A red or amber dot shows where the problem is.
  • Campaign detail for a running firmware rollout, with success, in-flight, pending and failure counters and a live per-device table showing state, phase, attempts and errors.Campaign detail for a running firmware rollout, with success, in-flight, pending and failure counters and a live per-device table showing state, phase, attempts and errors.
    CampaignsPick targets by vendor, model, region and tags; set canary, ramp, window and rate limit; follow every device live.
  • OLT inventory listing chassis from several vendors with management IP, location, attached ONT count, SNMP probe status and operational state.OLT inventory listing chassis from several vendors with management IP, location, attached ONT count, SNMP probe status and operational state.
    OLTsInventory, live SNMP probes, a 15-minute background sweep, status history and the list of attached ONTs.
  • Analytics dashboard with fleet KPIs, device status and TR-069 vs TR-369 donuts, the optical RX histogram with the healthy band, campaign progress and the vendor split.Analytics dashboard with fleet KPIs, device status and TR-069 vs TR-369 donuts, the optical RX histogram with the healthy band, campaign progress and the vendor split.
    AnalyticsOperational share, offline count, protocol and vendor split, and an optical RX histogram. Click any bar to list the devices behind it.

06 · Built for your team

Every role brings a different question.

Roles decide what each person sees and can do, from the call center to the NOC.

  • L1 agent

    “Is this customer's router online and healthy?”

    UsesDevice search, summary card, health banners, reboot.

  • L2 and technical support

    “Why is the service degraded, and can I fix it without a field visit?”

    UsesDetail tabs, Wi-Fi and LAN edits, firmware push.

  • Service activation

    “Turn on Internet, VoIP and IPTV on this ONT.”

    UsesProvisioning dialogs, your defaults, PPPoE credentials from your inventory system.

  • CPE fleet engineering

    “Upgrade a whole model line without breaking it.”

    UsesCampaigns, the firmware repository, known-issue notices.

  • NOC

    “Are my OLTs reachable? How healthy is the optical base?”

    UsesOLT inventory and SNMP probes, the alarm webhook, analytics.

  • Admin and security

    “Who can do what, under which rules?”

    UsesUsers, roles with 56 permissions, health thresholds, USP certificate approval.

07 · Security and deployment

Runs in your data center. Device data never has to leave your network.

Docker images on your own infrastructure, MySQL, standard Broadband Forum protocols and small, isolated extension points for new vendors.

Customer premises

  • TR-069 ONTs and routers
  • TR-369 USP agents

CWMP · USP over WebSocket

DWS Support · Self-hosted

  • Operator console (web app, installable)
  • Support API with the protocol router
  • Built-in TR-069 ACS and TR-369 USP controller
  • MySQL

SNMP · signed webhooks · Kafka

Your network and systems

  • OLTs, any vendor, via SNMP
  • GenieACS (optional)
  • Inventory web service
  • NOC alarm receiver

  • Role-based access

    56 granular permissions. The interface hides what a role can't do and the API enforces every permission on the server.

  • Credentials and sessions

    PBKDF2-SHA256 password hashing, lockout after 10 failed logins, 8-hour sessions.

  • Encrypted device credentials

    OLT SNMP communities and TR-069 Connection Request passwords are encrypted at rest.

  • Signed integrations

    Inbound and outbound webhooks use HMAC-SHA256 with a timestamp and a ±5 minute window.

  • Every device command is recorded

    Who ran it, the payload with secrets removed, and the result. Campaign events and OLT status changes too.

  • Ready for your platform

    Docker images, /health and /health/ready endpoints, and optional Kafka for device commands and events.

08 · In numbers

  • 2

    device protocols, TR-069 and TR-369, in the same screens

  • 3

    engines behind one console: GenieACS, a built-in ACS, a USP controller

  • 8

    detail tabs per device, graded green, amber and red

  • 10

    serials or MACs in one batch lookup

  • 56

    granular permissions for roles

  • 15 min

    between background SNMP probes of every OLT

09 · Coming next

On the roadmap.

Planned, not available yet. Ask us where each one stands.

  • Planned

    Mass-outage detection

    Group offline devices by OLT, PON or region, point to the likely failure, show the impact in customers and send one alarm per incident.

  • Planned

    History and trends

    Time series for optics, uptime and traffic, and a fault timeline per device.

  • Planned

    Deeper OLT support

    SNMPv3, vendor adapters and GPON optical data read from the OLT.

10 · Get started

From customer call to fixed router, in one screen.

Request a demo and tell us about your network: number of subscribers, your current ACS and your CPE vendors. [CONFIRM: demo or pilot, and what it includes]

WhatsApp

Self-hosted and standards-based

  • Docker images on your own infrastructure
  • MySQL 8, with GenieACS and Kafka as options
  • TR-069, TR-369 / USP and SNMP
  • Standards-based, with vendor-specific extensions

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