FAQs: Support

Please see details and benefits of the Perceptor Software Maintenance Annual Support (SMAS) for Lifetime On Premise customers.

Please note, the Perceptor Software Maintenance Annual Support (SMAS) is to be purchased with the system at the beginning of the Perceptor IoT contract. The SMAS is charged at 20% of the prevailing licence cost at the time of purchase or renewal.

Should the end user decide not to purchase the SMAS at that time but decides to at a later date, there is an 8 week Support Implementation period during which time any support requests will be quoted for on a case by case basis.

In addition, please note that no software upgrades will be provided until 3 months has elapsed from the time of implementing a SMAS post-contract.

Please contact your Perceptor IoT reseller in the first instance for first line technical support.

We have chosen to use TeamViewer as it incorporates software tools and features to prevent unauthorized access to your data and systems, and so ensures your privacy and security.

Read more about TeamViewer's industry leading security, IT infrastructure and security ratings here: TeamViewer Trust Centre.

Our support team will guide you through the steps to allow us to remotely access your Perceptor IoT system. The following is useful information to help you understand how the security of your system is maintained:

• Access to a device is only possible with both its TeamViewer ID and password.
• For data protection reasons, it is not possible to control a computer invisibly; a small dialog is displayed in the bottom right corner of your desktop after you grant access to your device.
• One-time-only passwords for TeamViewer connections; a new password is generated with every software start. Therefore, repeated access is impossible if you shut down TeamViewer after a session ends.
• Additional confirmation is required for security-relevant functions like file transfer; it is impossible to transfer files to your device without your knowledge.
• Highly encrypted sessions using the same standards as HTTPS or SSL; TeamViewer is considered completely safe by today's standards and is used by financial institutions and government facilities.
• Two-factor authentication for your TeamViewer account; protect your account credentials with an optional factor in addition to name and password. 
• Use the Block or Allow list in the TeamViewer full version to restrict access to your devices; deny incoming connections for specific TeamViewer IDs or only allow connections for defined TeamViewer IDs.