Warranty & Support

1. Overview

This page describes the support and warranty arrangements that apply to Savannah Tracking Ltd products and platforms. Because our products are customized for each project, the specific terms that apply to your hardware, training, data services, and integrations are set out in your project agreement.

2. Support Hours

Support is available during normal Kenyan business hours. Requests received outside these hours are handled on the next business day. For deployed projects, please describe the urgency of your issue when contacting us so we can prioritize accordingly.

3. Support Channels

You can reach our support team through the following channels:

• Email: info@savannahtracking.com
• Phone: +254 795 473 463

Email is the preferred channel for non-urgent requests, as it lets us track your issue and share files, screenshots, and configuration details.

4. What Support Covers

Support covers the products and services included in your project agreement, such as:

• Help using the Savannah Data Manager (SDM) desktop application and the MiSavannah mobile app.
• Assistance with Google Earth network links, EarthRanger and Movebank integrations, and the REST API.
• Troubleshooting device, alert, and data-delivery issues.
• Guidance on device configuration and deployment questions.

5. Warranty

Our products are customized per project, and warranty terms are product-specific. The warranty period, scope, and remedies for your devices are defined in your project agreement or product documentation. If you are unsure which warranty terms apply to your devices, contact us with your project name and we will confirm.

6. Client Responsibilities

To keep devices and services performing as intended, clients are responsible for:

• Deploying devices in line with the agreed deployment conditions for the project.
• Using devices, fittings, and accessories properly and as instructed.
• Keeping account credentials secure and managing user access within their organization.
• Reporting faults or unexpected behavior promptly so we can assist.

Damage resulting from improper use or deployment outside agreed conditions may fall outside warranty coverage, as defined in the applicable project agreement.

7. Training

We offer free online tutorial sessions and refresher sessions to help your team get the most from our hardware and software. On-site training is also available; for on-site sessions, the client covers travel, accommodation, and meals for our trainers.

Contact us to schedule a session that fits your project timeline.

8. Project-Specific Agreements

Hardware supply, training arrangements, data services, and integrations are governed by the project-specific agreement between Savannah Tracking and the client. Where this page and a project agreement differ, the project agreement applies.

9. How to Request Support

When requesting support, please include:

• Your organization and project name.
• The product or platform involved, such as SDM, MiSavannah, or the API.
• Device or collar identifiers, where relevant.
• A description of the issue, including when it started and any error messages.

Providing these details up front helps us resolve your request faster.

10. Contact Us

For support, warranty questions, or training requests, please contact:

• Savannah Tracking Ltd, Bofa Road Plot 563, P.O. Box 721, 80108 Kilifi, Kenya
• Email: info@savannahtracking.com
• Phone: +254 795 473 463