Tractian’s Hardware Warranty Policy is outlined below and governed by the Master Service Agreement (MSA) available at https://tractian.com/en/master-license. Any capitalized terms not defined here will have the meaning assigned in the MSA.
At Tractian, we are committed to providing high-quality hardware that meets the demands of industrial monitoring. If you are experiencing issues with your Tractian Sensor or Receiver, we recommend first reviewing the Installation Manual and troubleshooting guidelines available on our support platform. You can also visit our Help Center at https://faq.tractian.com/en/, or contact Tractian Support for further assistance. If the issue persists and you believe it may be a hardware defect, our Hardware Warranty policy outlines the terms for replacement and support. This policy ensures that eligible Tractian hardware remains free from defects in materials or workmanship under Normal Use Conditions throughout the applicable warranty period.
1. Coverage
Tractian warrants that, during the applicable contract term, eligible devices under an Order Form will not malfunction due to defects in materials or workmanship, provided they are used in accordance with the Installation Manual and operational guidelines. If a hardware defect is identified and confirmed by Tractian, the defective unit will be replaced at no additional cost.
2. Exclusions
Tractian is not responsible for any damage caused by the use of its devices outside the standards defined in their Installation Manual, such as application in areas of explosive risk, with temperatures outside the established limits or in places susceptible to mechanical impacts. If the defect or damage is caused by the Customer’s or its representative’s negligence, misuse, neglect, intentional acts or omissions, or breach of its obligations under the Terms, or violating any seal in any of these cases, a fine of $ 800 (eight hundred US dollars) will be charged for a replacement of each Sensor or Receiver.
3. License
To file a warranty claim, Customers must:• Contact Tractian Support and provide details about the issue, including serial numbers and relevant usage information.• Follow the troubleshooting steps recommended by Tractian's support team.• If the defect is confirmed, Tractian will approve the warranty claim and proceed with a replacement.• Once approved, Tractian will ship a replacement device within five (5) business days.
4. Limitations of Liability
Except for the warranties explicitly stated in this policy, all Tractian products and services are provided “as is,” without additional warranties, including but not limited to merchantability, fitness for a particular purpose, or non-infringement. Tractian does not guarantee uninterrupted, error-free service or the completeness and accuracy of analytics derived from Customer data.