AssetPro IoT Device Support Policy
This policy defines the scope of support provided to AssetPro IoT clients during their active subscription period — what we cover, what falls outside cover, what we need from you, and how quickly we respond.
Support Coverage
AssetPro will provide support for IoT devices and related services under the subscription, including:
Data transmission troubleshooting
Investigation when data is not transmitting as expected.
Remote diagnostics
Remote checks of device health, connectivity and sensor performance.
Software & firmware updates
Updates issued as required through the subscription.
Replacement or repair
Device replacement or repair in case of confirmed hardware faults, covered under warranty.
Exclusions from Support
Support will not cover issues arising due to:
Tampering or unauthorized modifications — such as opening devices, removing SIM cards, or altering wiring.
Physical damage to the device caused by mishandling, accidents, or environmental conditions not covered by specifications.
Incorrect installation not performed by AssetPro or its authorized partners.
Power supply interruptions, poor network coverage, or third-party infrastructure failures.
Deliberate disconnection — such as removal of wires, antennas, or sensors by the client or third-party personnel.
If such issues are identified during troubleshooting, any related repairs, replacements, or service visits may be billed separately.
Client Responsibilities
To ensure proper functioning of the IoT system, clients must:
Provide continuous power supply and stable network connectivity where required.
Ensure devices are not tampered with, disconnected, or relocated without prior notice to AssetPro.
Report issues promptly through the official AssetPro support channels.
Provide coordination for remote support.
Facilitate access for AssetPro technicians if onsite inspection is required.
Troubleshooting Process
Remote check
AssetPro will first run remote diagnostics to confirm device status.
Client verification
The client may be asked to confirm physical connections — power supply, wiring, antennas — with simple checks.
Resolution
- check_circleIf the issue is found to be device-related, AssetPro will repair or replace at no additional cost, covered under subscription/warranty.
- infoIf the issue is client-related — for example a removed wire or tampering — AssetPro will guide corrective steps or offer paid support.
Escalation & Resolution Time
| Issue type | Initial response | Resolution target |
|---|---|---|
| Critical No data transmission | Within 4 hours | Within 2 business days |
| Non-critical Intermittent data, configuration queries | Within 24 hours | Within 7 business days |
Need support on a device?
Raise it through the official AssetPro support channels so it is logged and tracked against the response times above.