RMA Process

1. Submission Workflow

1. Diagnostic Capture: Email us from the support page with the failing node's device id and the telemetry window in which it stopped behaving. Gateway logs help if you have them.
2. Engineering Review: A Twinise engineer reviews what the device published. Telemetry travels one way, so diagnosis works from the data already on the platform rather than from a session opened to the node.
3. Authorization: If we confirm a hardware fault, we issue a return reference and return instructions.

2. Dispatch Protocols

Do not return hardware without a return reference. Hardware that arrives without one cannot be matched to a case; we will hold it and contact you, or return it at the sender's cost.

3. Turnaround Targets

Standard kits follow a receive-evaluate-replace workflow (typically 10 business days). Advance replacement can be included in an enterprise agreement, coordinated through support.