Administrators are the main point of contact between Tractian and your company. Therefore, it is essential that they are familiar with the support channels available to solve problems, ask questions, and coordinate actions. This article details how to access the different levels of support offered.
Support Channels
Within the platform, you can access support by clicking the “Support” icon in the upper right menu.
From there, you will have three options:
Help Center – Knowledge base with articles about the platform and sensors.
Technical Support – Direct channel to speak with expert engineers.
Project Manager – Dedicated contact for customers with this option available.
Help Center
The Help Center is the first resource for quick answers and instructions about the platform. You will find detailed articles on:
Installation and maintenance of sensors;
Use of the platform and its features;
Troubleshooting common issues.
How to access:
Click the Support icon in the upper right menu.
Select Help Center.
Use the search bar to find relevant articles.
Click on an article to read the full explanation.
If you need more information, click "See more" in the Help Center.
Technical Support
If the Help Center does not resolve your issue, Technical Support is available to offer personalized assistance. The team is made up of expert engineers ready to help.
How to access:
Click the Support icon in the upper right menu.
Select Technical Support.
Click Chat to start a conversation with a specialist.
Contact with the Project Manager
If your company has a dedicated Project Manager, this will be the main contact for aligning strategies, requesting training, and discussing platform usage improvements.
How to access:
Click the Support icon in the upper right menu.
Go to Project Manager.
Copy the available email address.
Write an email explaining your need and send it to the dedicated contact.
Access to Tractian Academy
Tractian Academy is Tractian’s platform for courses, training, and skill development. It was designed to help administrators and their teams enhance their use of the platform, ensuring that all employees are well-trained and capable of operating the monitoring systems, maintenance management, and energy efficiency tools.
Keeping your team trained is essential to getting the most out of Tractian, reducing operational failures, and improving internal process efficiency. Tractian Academy provides courses, additional materials, articles, and live sessions to maximize platform usage.
How to access:
Click your profile icon in the upper right corner.
Select Training.
Support Best Practices
To ensure efficient support, follow these best practices:
Always consult the Help Center before contacting Technical Support.
Describe issues clearly and objectively.
Keep records of previous support interactions for reference.
Inform of any urgency so support can prioritize your request.
By following these guidelines, administrators can optimize communication with Tractian and ensure a smoother and more efficient experience for all users in the company.