Support

Several levels of support are provided, ranging from the availability of online documents and videos, through a closed forum and social media, to support tickets, and the remote access of user’s systems for local diagnostic purposes.

Online Documentation and Videos

  • Documentation area on the main website
  • Accessible by registered users
  • Includes online documents and videos
  • Content continues to be added and updated
  • Complete version history is included

Community Forum

  • Provided specifically for registered user
  • Views and comments are exchanged amongst users
  • Enables users to report specific issues of common interest
  • Includes resolution of issues and responses to issues raised by users
  • Provide updates on latest system improvements and additions
  • Enables new users to be provided with advice and guidance
  • Unmediated, so users are free to express any view

"These guys know what they are doing, AND they don't have to wait for any red tape, they just have solutions DONE when we wake up the very next morning."

Support Tickets

  • Users can report specific issues
  • Response is normally by email

Social Media

  • Enables users to report specific issues
  • Provide updates on latest system improvements and additions

Remote Access

  • Accessing a user’s system remotely is often quickest way to resolve issues
  • Total visibility and control of entire system operation and data
  • Full control and monitoring at frame level
  • Access down to clusters, end points, commands and attributes
  • Requires authorization by user to protect their privacy

Back Up & Recovery

Automatic Backup

  • Settings, current data & logs all backed up
  • Backup hourly, daily, weekly & monthly
  • Retained for up to 12 months
  • Backed up to secure user area in Cloud

Restoring System

  • Download latest SD card image
  • Re-flash Micro SD card
  • Boot up Pi
  • Manually initiate automatic recovery
  • Re-attach USB network adapters

Automatic Recovery

  • Downloads latest version of Control System
  • Restores all backed-up data, including historical data
  • Restores device connections
  • Restores Apps, Activators, Actions, etc.
  • System fully functional without any further manual intervention
  • Operation continues where it left off