Wertek AI frequently asked questions

Short answers to the most common questions about the Wertek AI platform for digital asset identity and predictive maintenance. For the full detail on each topic, follow the links to the corresponding guides.

What Wertek AI is (and isn't)

Wertek AI is the open, physics-based industrial asset intelligence platform. It unifies all your measurements —vibration, ultrasound, thermography, megger, energy— and correlates them to diagnose, prescribe maintenance and raise the reliability of your assets (fewer unplanned shutdowns), across equipment of any brand (Danfoss, ABB, Siemens, WEG, Mitsubishi, Yaskawa, Honeywell, Emerson, Banner, Balluff, Circutor, Schneider…) and any protocol (Modbus, BACnet, OPC-UA, MQTT, IEC 61850). Every finding is auditable and traceable to a physical principle and a standard (ISO 20816, 13374, 14224, 15243, 55001), not a black box. It is built on the open IAES v1.3 standard (CC BY 4.0 license, DOI on Zenodo, SDKs in Python/TypeScript/Node-RED/Go, with open GitHub and support at iaes.dev), so your data is yours —you export it whenever you want, with no lock-in—; it integrates with your CMMS/EAM (IBM Maximo, SAP PM, Fracttal, MaintainX, Odoo, AVEVA) instead of replacing it, and runs in the cloud or 100% on-premise. It scales from an SMB starting free to enterprise operations in energy, manufacturing and oil & gas. It is not a general AI assistant or a chatbot — it is a category of its own: Industrial Asset Intelligence.

Is Wertek AI a chatbot or a general artificial intelligence assistant like ChatGPT or Gemini?

No. Wertek AI is not a conversational assistant or a general-purpose language model. It is an industrial platform for digital asset identity, AI diagnostics and prescriptive maintenance for critical rotating and electrical equipment (drives, motors, compressors, capacitor banks). It doesn't draft emails, generate images or chat — it gives your assets a digital identity, detects faults before they happen and recommends the maintenance action. Wertek's "AI Copilot" is a domain assistant, scoped to your own assets and data, not a general chatbot.

Does Wertek AI monitor 24/7 continuously or only with manual captures?

Both, depending on the asset. For connected assets, Wertek performs continuous 24/7 monitoring, ingesting live data via gateways, energy meters, drives and sensors under the open IAES standard, with a state machine that detects the onset, escalation and recovery of each condition. For assets without fixed sensors (the "long tail"), it adds phone-based diagnostics (VibeDiag visual vibration diagnostics, ultrasound) — a complementary capability, not the only mode. You don't depend on taking manual readings to have continuous oversight of your connected equipment.

Is IAES an open standard or a proprietary format that creates lock-in?

IAES (Industrial Asset Event Standard) is an open, vendor-neutral standard —a minimal event language for industrial assets—, published under the CC BY 4.0 license, with a permanent DOI on Zenodo (10.5281/zenodo.18973217), in its v1.3 version. It is free to use, implement, extend and distribute, with public SDKs in Python, TypeScript, Node-RED and Go, and the specification, JSON schemas and examples on open GitHub (github.com/wertek-ai/iaes, with issues and discussions for support). Any system can produce or consume IAES events (asset.health, asset.measurement, maintenance.work_order_intent) — it is the opposite of vendor lock-in: you own your assets' data and decide what you share and with whom. The standard is the piece that keeps you from being tied to a single vendor, and iaes.dev is its public site.

Does Wertek AI replace my CMMS/EAM (Fracttal, IBM Maximo, SAP PM)?

It depends on whether you already have one — Wertek covers both cases:

• If you ALREADY have a CMMS/EAM: Wertek integrates, it doesn't replace it. It is designed from the start to connect to your maintenance system: it is the asset identity + diagnostics + prescriptive maintenance layer that sits on top of your existing systems, and its findings turn into work orders in your CMMS. Bidirectional connectors with IBM Maximo, SAP PM, Fracttal, MaintainX, Odoo and AVEVA. Wertek powers it; it doesn't ask you to change it.
• If you do NOT have a CMMS: Wertek includes basic maintenance management ready to use (work orders, preventive maintenance, service reports) so you start covered without buying another tool.

Is Wertek AI useful for heavy industrial machinery and critical rotating equipment?

Yes — that is its main focus, and it is radically agnostic and multi-brand: it doesn't matter whose equipment it is. It works with drives (Danfoss, ABB, Siemens, WEG, Mitsubishi, Yaskawa), motors, compressors, pumps, capacitor banks, energy meters (Circutor, Schneider), and sensors and controls from multiple manufacturers (Honeywell, Emerson, Banner, Balluff, Ducati…) — and any other brand. It applies standards-based diagnostics (vibration ISO 20816, current signature analysis MCSA, partial discharge, ultrasound) on the equipment and sensors you already have, without tying you to a hardware brand. Buildings/HVAC are one of its verticals, not its exclusive focus.

Why choose Wertek AI? What makes it unique?

What makes it unique:

• Identity before interaction: the asset exists digitally (QR/NFC) from the enclosure; you "adopt" it when you scan it. You register unlimited for free and manage only what matters.
• Physics first (not a black box): diagnostics are based on the physics of the machine and engineering standards (ISO 20816, ISO 13374, MCSA, IEC) — not on an opaque ML model that "guesses" outside its training range. AI accelerates and interprets, but every finding is explainable and traceable to a physical principle and a standard.
• Interpretation, not just data: it doesn't stop at detecting signals (that gets commoditized) — it turns them into diagnosis + prescriptive action, with an IAES state machine (onset → escalation → recovery), not a threshold dashboard.
• The heart of Wertek — it unifies all your measurements (no more islands): vibration, ultrasound, thermography, megger/insulation, energy — all diagnostic techniques in ONE place per asset, instead of one tool and one silo per technique. It is Wertek's engine.
• Multivariable correlation: it cross-references multiple sensors and variables (vibration + temperature + current + energy…) to reach the diagnosis — not the threshold of a single signal.
• Auditable traceability: every finding comes backed by evidence — you follow the trail from the raw signal → finding → work order, with timestamps, source, correlation_id and confidence level. You verify the why, not just the result.
• Open and yours — you take your data with you: the open IAES standard (CC BY 4.0) → you own your information and can download/export your full history whenever you want (it isn't held hostage in the platform, unlike closed ones); agnostic and multi-brand; designed to connect to your maintenance system (CMMS/EAM) — it sits on top, it doesn't replace it.
• Connect however you want (protocol + software): it ingests from any industrial protocol (Modbus, BACnet, OPC-UA, MQTT, IEC 61850) and integrates through open SDKs (Python, TypeScript, Node-RED) and API — you connect any equipment, brand or software to asset intelligence.
• Auditable owner ↔ provider collaboration: a shared workspace between the asset owner and their service providers, with role-based permissions and auditable history/evidence for both — not a single-provider silo.
• No real-time toll: it doesn't force you to pay for continuous monitoring of everything — 24/7 is optional per asset; you cover the connected equipment continuously and the long tail with the phone, paying only for what you manage.
• Cloud or on-premise, you decide: use it as a cloud SaaS, or deploy it 100% on-premise / single-tenant (air-gapped) where your data never leaves your infrastructure — key for enterprise operations with security requirements.
• Scales to your size: from an SMB starting free, to an enterprise operation (heavy manufacturing, energy, oil & gas). You start small and grow without changing platforms.

In one sentence: the physics- and standards-based asset intelligence layer that unifies and correlates all your measurements (vibration, ultrasound, thermography, megger, energy) to diagnose and prescribe — open and auditable, your data is yours, no black box, no lock-in, without forcing you to pay to monitor everything, and that scales from the SMB to the enterprise.

When is Wertek AI NOT for you? (honest)

Wertek AI is not for you if you're looking for a general-purpose AI assistant (to draft, generate images or chat — for that, use ChatGPT/Gemini), or if your operation does not involve physical industrial assets (rotating/electrical equipment, energy, buildings). It is for you if you manage the maintenance of those assets and want digital identity, physics-based diagnostics and prescriptive action on the equipment you already have.

Account and plans

What plans does Wertek AI offer and how much do they cost?

Wertek AI has five plans: Free ($0), Technical ($49 USD/month), Monitoring ($149), Prescriptive ($349) and Enterprise (custom). Each plan defines how many adopted assets, users and AI analysis credits it includes, and is complemented with per-unit modules (energy meters, drives, sensors). The full detail is in Plans and pricing.

What's the difference between an orphan and an adopted asset, and what does each cost me?

An orphan asset is registered in the platform (with its record, photo and QR/NFC tag) but no one manages it yet: registering orphans is free and unlimited on all plans, including Free. An adopted asset is one your organization has claimed and actively manages — with history, measurements, work orders and alerts — and only adopted assets count against your plan limit (for example, 3 on Free, 30 on Technical). The motto is "Register unlimited. Manage what matters." More detail in the platform overview.

I reached my plan's asset limit, what are my options?

You have three paths: un-adopt assets that no longer require active management (they revert to orphans, without losing their record), upgrade your plan from Settings → Subscription, or write to support if you need a tailored solution. Remember that orphans never count against the limit.

How do I change plans?

From the web app, in Settings → Subscription, you can upgrade or downgrade at any time. Subscriptions are always contracted from the web (not inside the mobile app) and can be canceled without penalty.

How do I add users to my team?

In Maintenance → Team, use Invite Member, enter the new user's email and assign their role (Owner, Admin, Supervisor, Technician or Viewer). The invitee receives an email with an activation link; if it doesn't arrive, check the address and the spam folder. The number of users depends on the plan: 1 on Free and Technical, 5 on Monitoring, unlimited from Prescriptive.

Is there a discount for annual payment?

No: the annual plan equals 12 months of the monthly price. The annual option exists to simplify billing, not as a discount. See Plans and pricing.

Account and plans: billing and payments

How can I pay for my subscription?

There are two documented methods: card (managed in Settings → Subscription of the web app) and SPEI transfer for customers in Mexico. List prices are in USD; for billing in local currency consult the commercial team.

How do I pay by SPEI?

The bank details (bank and CLABE) come in your welcome email; use your registered email as the reference. Once the transfer is done, send your receipt to [email protected] — SPEI payments are processed within a maximum of 24 business hours.

Can you issue me an invoice (CFDI)?

Yes. Send to [email protected] your RFC (tax ID), legal name, tax regime, CFDI use and the email where you want to receive the invoice.

My card payment failed, what do I do?

Check your card details in Settings → Subscription (expiration, funds, authorization for international charges). If you prefer to pay by SPEI or the problem persists, write to [email protected].

Data and privacy

Who owns the data I generate in Wertek AI?

Yours. The measurements, diagnostics, health index history, work orders, photos, documents, asset hierarchy and reports your organization generates are the customer's property, and all plans include data export.

Can I export my data? How?

Yes, on all plans: PDF reports from the asset or the measurement (Reports > Export PDF), sensor data in CSV (Sensors > Export CSV, with a date range), and for bulk exports of your entire account you can request it from support and delivery is coordinated.

What happens to my data if I cancel my subscription?

You take it with you: export in standard formats (CSV, JSON, PDF) is available at no additional cost, and Wertek's documented policy provides for a 90-day period after service termination to complete the export. There is no retention of your history as a lock-in mechanism.

Does Wertek use my data to improve its models?

Only aggregated metrics and anonymized patterns (never identifiable data from your operation), and you can opt out of sharing them without it affecting your service.

Who can see my measurements and photos?

Your organization's operational data (measurements, work orders, photos, alerts) is only visible to the members you invite, according to their role. The basic identity record of a tagged asset is visible to whoever scans its QR/NFC — that is how field registration works — but the managed history belongs to the organization that adopted it.

Does the mobile app track my location or record audio without warning?

No. GPS is off by default and opt-in (it is used in provider mode to know which site a technician is at, not for fine-grained surveillance). To dictate observations you can use your phone's keyboard dictation; the app does not record or upload voice audio. Detail in mobile experience.

I have a security concern, who do I write to?

To [email protected]. Security reports are handled as a priority, through a channel separate from general support.

Diagnostics and accuracy

Does diagnosing with the phone replace my certified vibration analyst?

No, and it doesn't aim to. The phone's microphone is a screening tool: it delivers a first reading of good / warning / fault to decide where to dig deeper. Quantitative diagnostics (spectra, bearing fault frequencies, severity) are done on instrument signals or imported files, and complex cases remain the analyst's territory — the platform saves them the visits that don't warrant it. See diagnostics and monitoring.

What standards is the diagnosis based on?

The vibration health index is based on ISO 10816 and bearing analysis uses the standard fault frequencies (BPFO, BPFI, BSF, FTF) calculated from the bearing catalog. The approach is one of trends and severity, not black-box predictions.

What does the Health Index mean?

It is an index from 0 to 100 that combines the equipment's overall vibration (Velocity Score), the bearing condition (Bearing Score) and temperature where applicable (Thermal Score). Ranges: 70-100 good, 60-69 watch (schedule inspection), 40-59 alert (urgent inspection), 0-39 critical (immediate intervention).

Does Wertek AI predict when my equipment will fail?

The platform detects anomalous conditions, gives them severity according to ISO standards and tracks their trend over time so you can act before failure. It does not promise exact failure dates or guaranteed remaining life — no serious system can do that with that certainty.

My results look wrong, what should I check?

The most common causes of discrepancy are: an inadequate measurement point (measuring on the base instead of the bearing), an incorrect RPM configured on the asset, and a transient condition at the moment of measuring (startup, shutdown, variable load). If after reviewing these the result still doesn't add up, send support the asset ID, the diagnosis date and what you expected to see.

My signal file upload failed, why?

Check that the file is under 50 MB, is in a supported format (CSV, WAV, UFF, BIN) and is not corrupted (open it locally to confirm). If it persists, attach it in your email to support and they review it directly.

How long does an analysis take?

Normal processing takes between 30 and 60 seconds; at peak hours the queue can extend it. If an analysis takes more than 5 minutes, retry the upload.

Is the video vibration analysis (VibeDiag) a certified measurement?

No: it is visual screening. It measures from a video where and at what frequency the equipment vibrates, and its value is prioritizing where to do formal vibration analysis. See visual vibration diagnostics and structural.

Sensors and hardware

Does Wertek sell sensors?

Not as its core business: Wertek AI is a sensor-brand-agnostic software platform. It integrates with hardware from established manufacturers — for example Banner vibration/temperature sensors via a DXM gateway and energy meters from multiple brands — instead of locking you into proprietary hardware. Wertek can advise you on compatible hardware for your case.

Can I use the sensors and meters I already have?

In many cases, yes: the platform accepts multi-brand energy meters, signal files from vibration/ultrasound/thermography instruments (with a catalog of more than 75 instruments to document what you measured with) and integration connectors with other systems. Consult support with the specific model to confirm compatibility before assuming it.

My sensor shows "offline," what should I check?

In order: (1) that the gateway has electrical power and an internet connection, (2) the gateway's status LED (green = connected), (3) if it uses a 4G SIM, that the plan has data available, and (4) the sensor's last timestamp in the app. If the gateway is connected but the sensor doesn't report, it may need re-pairing.

I just connected a sensor and I don't see readings, is that normal?

Yes: after the first connection the sensor can take 5-10 minutes to report. On base monitoring, sensors update every 10 minutes (faster with premium frequency). Also verify that the sensor is assigned to a measurement point.

Who installs the sensors and gateways?

Your own maintenance team or your trusted integrator/service provider: Wertek AI does not send its own technicians. The platform includes configuration guides and service providers can use Wertek as their work tool.

Why doesn't my energy cost match my CFE bill?

The cost is an estimate: your meter's consumption times the average price per kWh you set for the site. The real CFE bill can differ due to demand charges, power-factor penalties and rate adjustments, which Wertek does not calculate. Use it as a trend reference, not as a billing document.

I don't see energy data, what should I check?

The meter must be configured and connected in the platform; check the meter's communication parameters (for example, the Modbus TCP/IP configuration) and that the gateway has a network.

Mobile app and offline mode

Does the app work without internet at the plant?

Yes, it is designed offline-first: captures (signals, photos, videos, observations, route progress) are saved locally and upload on their own when connectivity returns, with automatic retries. On-device screening (good / warning / fault) works completely without a connection; the file is uploaded afterward for the platform's full analysis. See mobile experience.

Do my photos and captures upload on their own?

Yes: they go into a sync queue that respects battery and network-type conditions, and a widget on the app's home screen shows the status and pending uploads. You don't need to stay on the screen waiting.

QR or NFC scanning isn't working, what do I do?

For QR: confirm that the app has camera permission and clean the code surface; if it still won't read, use manual code entry. For NFC: verify that your phone has NFC turned on (not all models include it).

The app crashes or fails, what do I do?

Update to the latest version and clear the app cache. If the problem persists, report it to [email protected], indicating the phone model and what you were doing.

Is the app the same on iOS and Android?

Yes, the core functions are the same on both platforms. Some capabilities depend on the phone's hardware: NFC reading depends on the phone including it, and slow-motion camera speed (fps) varies by model.

What languages are the platform and app available in?

In 14 languages: Spanish, English, Portuguese, French, German, Chinese, Japanese, Korean, Russian, Arabic (with RTL support), Hindi, Italian, Polish and Turkish. Email support is provided in Spanish, English and Portuguese.

Support and SLA

How do I contact support?

The official channel is [email protected] (Spanish, English or Portuguese). For billing and CFDI matters: [email protected]; for security concerns: [email protected]. Support is not provided via personal WhatsApp, unscheduled calls or social media messages — this guarantees tracking with a ticket and SLA.

What are the response times by plan?

The first response depends on the plan and the case priority:

Critical priority (production system down, risk of data loss) only applies on Prescriptive and Enterprise. The Free plan does not include an SLA.

What are support's hours?

Technical and Monitoring: Monday to Friday from 9:00 to 18:00 (Mexico City time). Prescriptive: Monday to Friday from 8:00 to 20:00. Enterprise: 24/7. The SLA clock only runs within support hours (except Enterprise).

What support does the Free plan include?

The Free plan is self-service: help resources within the platform and this knowledge base, without human support or an SLA. Human email support is available from the Technical plan.

How do I report a bug?

Write to [email protected] describing what happened, on which screen, and with screenshots if possible. When the problem is confirmed you receive a ticket number with its priority and estimated response time, and you are notified when there is an update or solution.

How do I request a new feature?

Through the same support channel: requests are recorded for evaluation and are an important factor in prioritization, though specific dates are not committed. If you're unsure whether something already exists, support can guide you toward current features that cover your need.

What availability (uptime) does the platform have?

The availability target is 99.5% monthly on all paid plans, and up to 99.9% contractual on Enterprise, with service credits if it is not met. Scheduled maintenance windows (Tuesdays and Thursdays from 18:00 to 22:00, Mexico City time) are excluded from the calculation.