Administrators are the main point of contact between Tractian and your company. That’s why it’s essential they know the available support channels to solve issues, clarify doubts, and coordinate actions related to monitoring. 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 top right menu.
You will find three options:
Help Center — A knowledge base with articles about the platform and sensors.
Technical Support — A direct channel to speak with specialized engineers.
Project Manager — A dedicated contact for clients who have this option available.
Help Center
The Help Center is the first resource to find quick answers and instructions about the platform. It includes detailed articles about:
Sensor installation and maintenance.
Using the monitoring platform and its features.
Troubleshooting common issues.
How to access:
Click the Support icon in the top right menu.
Select Help Center.
Use the search bar to find relevant articles.
Click on an article to read the full explanation.
For more information, click See more in the Help Center.
Technical Support
If the Help Center didn’t resolve your question, Technical Support is available to provide personalized assistance. The team consists of specialized engineers ready to help.
How to access:
Click the Support icon in the top right menu.
Select Technical Support.
Click Chat to start a conversation with a specialist.
For faster assistance:
Describe the issue in as much detail as possible.
Send screenshots or videos if necessary.
Provide the name of the asset or sensor involved.
Contacting the Project Manager
If your company has a dedicated Project Manager, they will be your main contact to align strategies, request training, and discuss improvements in using the platform.
How to access:
Click the Support icon in the top 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 the platform for courses, training, and certifications offered by Tractian. It was designed to help administrators and their teams improve their use of the platform, ensuring that all team members are well trained to operate monitoring systems, maintenance management, and energy efficiency solutions.
Keeping your team trained is essential to get the most out of Tractian, reduce operational failures, and improve internal process efficiency. At Tractian Academy, you will find classes, complementary materials, articles, and live sessions to maximize your use of the platform.
How to access:
Click your profile icon in the top right corner.
Select Training.
Best Practices for Support
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.
Indicate any urgency so support can prioritize your request.
By following these guidelines, administrators can optimize communication with Tractian and ensure a smoother, more efficient experience for all users in the company.