Hardware Warranty & Support

Ownership Model

RGCS owns all hardware devices (sensors, gateways, mounting hardware, batteries, antennas). You are granted a limited, non-exclusive license to use this hardware at your facility during your active subscription.

Managed Service Responsibilities

RGCS is responsible for:

• Procuring, testing, and validating all hardware before deployment
• Deploying hardware to your facility and integrating it with the platform
• Monitoring hardware health (battery level, signal strength, connectivity)
• Performing routine maintenance and service
• Replacing defective or end-of-life units
• Coordinating annual calibration services
• Managing the LoRaWAN network and gateway infrastructure

Your Responsibilities

You are responsible for:

• Providing a suitable mounting location for sensors and gateways
• Protecting hardware from extreme conditions (water, fire, extreme heat/cold)
• Not modifying, tampering with, or attempting to repair hardware
• Reporting hardware issues to RGCS immediately
• Returning hardware in good condition when requested
• Maintaining appropriate facility conditions (temperature, humidity, electrical)

Warranty Activation

Warranty begins on the date RGCS deploys the hardware to your facility. RGCS will provide a deployment confirmation email with the activation date for each device.

Continuous Service Agreement

Hardware is covered by warranty only while you maintain an active subscription to GridOwl. If your subscription is cancelled or suspended, warranty coverage is suspended until your subscription is reactivated.

Supported Sensor Types

GridOwl supports LoRaWAN-compatible temperature sensors from qualified manufacturers. RGCS maintains a list of validated sensor models and firmware versions.

Battery Specifications

Expected Lifespan: Sensor batteries are expected to last 5 or more years under normal operating conditions (one uplink every 30 minutes).

Battery Monitoring: RGCS continuously monitors battery levels via the GridOwl dashboard. You will receive alerts when battery capacity drops below 20%.

Battery Replacement: RGCS replaces batteries at no cost while your subscription is active. Replacement is coordinated to minimize downtime.

Operating Specifications

• Temperature Range: -20°C to +60°C (hardware dependent; check specifications)
• Humidity Range: 0% to 95% non-condensing
• IP Rating: Typically IP67 (dust and water resistant to 1m for 30 minutes)
• Frequency: US915, EU868, or regional LoRaWAN bands

Annual Calibration

Included in your subscription. RGCS coordinates annual calibration of all temperature sensors to ensure measurement accuracy within ±0.5°C of NIST-traceable standards.

Calibration Schedule: RGCS will schedule calibration during your preferred maintenance window, typically once per calendar year. The service takes 1–2 hours per location.

Firmware Updates

RGCS periodically releases firmware updates to improve performance, security, and reliability. Updates are deployed automatically with minimal downtime (a few seconds of data loss possible).

Preventive Maintenance

RGCS monitors hardware health and may perform preventive maintenance (cleaning, repositioning, replacing aging components) as needed at no additional cost.

Reporting a Defect

If you suspect a hardware defect, report it immediately via the GridOwl app or contact [email protected] with:

• Device ID (dev_eui or gateway ID)
• Description of the issue
• When the issue was first observed
• Any error messages or anomalies in the data

Diagnosis & Approval

RGCS technical staff will diagnose the issue by reviewing device logs, signal strength, battery levels, and historical data. If a defect is confirmed, RGCS will approve replacement at no cost.

Diagnosis Timeline: Typically within 1–2 business days.

Replacement Deployment

Once approved, RGCS will ship a replacement unit with a prepaid return label for the defective unit. Replacement is typically completed within 5 business days.

Data Continuity

All historical data from the defective device remains in your account. The replacement device is configured with the same thresholds, metadata, and settings. Data collection resumes immediately upon deployment.

Return of Defective Unit

You must return the defective unit to RGCS within 30 days using the prepaid return label. Failure to return the device may result in charges or subscription suspension.

Gateway Coverage

Gateways are covered by a 1-year warranty from deployment date. Gateway failures are treated as critical and are prioritized for replacement (typically within 2–3 business days).

Network Monitoring

RGCS continuously monitors gateway health, uptime, and packet reception rates. If a gateway experiences poor performance or downtime, RGCS will investigate and repair or replace it.

Coverage Planning

RGCS performs site surveys and coverage analysis to ensure adequate LoRaWAN coverage for all sensors. If coverage gaps are identified, RGCS will recommend additional gateway deployment (charged as a separate service).

Data Ownership

You retain ownership of all temperature data and HACCP compliance logs collected by sensors, regardless of hardware changes. Data is tied to your account, not to individual devices.

Data Retention on Replacement

When a sensor is replaced, all historical data from the original device remains in your account. The replacement device inherits the same account settings and thresholds and continues to generate data under the same equipment record.

Audit Trail Continuity

HACCP audit logs, breach events, and escalations are maintained throughout hardware changes. RGCS will note in the audit trail when a device is replaced and by which serial number.

Subscription Cancellation

If you cancel your GridOwl subscription, the license to use RGCS hardware terminates. You must return all hardware to RGCS within 30 days.

Return Process

Upon cancellation, RGCS will:

• Provide return shipping labels via email
• Specify a return address and deadline (typically 30 days)
• Request that hardware be returned in clean, functional condition

Non-Return Penalties

If hardware is not returned within the specified timeframe, RGCS may charge:

• A non-return charge equal to the then-current replacement cost of the device as listed in your service agreement, plus applicable taxes
• A late return administrative fee of $25 per device per month until the hardware is returned or the non-return charge is paid

Data Retention on Termination

Your sensor data and HACCP audit logs are retained for the periods specified in the Privacy Policy (minimum 2 years for HACCP logs). You may request data export before returning hardware.

Limitation of Liability

RGCS's total liability for hardware defects, replacement, or failure shall not exceed the replacement cost of the affected hardware. This hardware liability is a sub-limit of, and not in addition to, the overall liability cap set forth in the Terms of Service (12 months of subscription fees). RGCS is not liable for:

• Product spoilage or food loss due to hardware failure
• Regulatory fines or penalties for food safety violations
• Business interruption, lost revenue, or consequential damages
• Incidental or indirect damages of any kind

No Guarantee of Uptime

RGCS does not guarantee 100% hardware uptime or data availability. While we maintain high reliability standards, all systems can experience outages, data loss, or degradation.

Third-Party Components

Some hardware components are manufactured by third parties (battery suppliers, antenna vendors, etc.). Warranty for third-party components is limited to manufacturer defects only.

Support Hours

Monday–Friday, 9:00 AM–5:00 PM EST. Emergency support available for critical hardware failures affecting food safety.

Warranty Claim Timeline

Claim Submission: Report defects within 30 days of discovery.

Diagnosis: 1–2 business days.

Replacement Approval: Within 3 business days.

Replacement Deployment: Within 5 business days of approval.