faq2022-02-25T15:57:33+00:00

Faq:

Who has access to my system?2021-11-04T12:33:27+00:00

As we setup the system we will have access to all your devices along with yourself, however once the installation is complete and you change the network password, we will lose direct access. Leaving only you with access to your system.

We do maintain an update access and a A limited support access this is securely protected, so only those with the suitable clearance will be able to access your Nifty brain®. Everything that is then done is also monitored and logged so that if an issue occurs we will be able to immediately trace and identify what has happened.

What support do you offer?2021-11-04T11:22:43+00:00

All our customers get free unlimited email and onsite support for three weeks after an install.

After this, we offer telephone and email support with defined response times. All manufacturer warranties are passed through and when required we will swap out devices for you. There might be a charge for any installation work if the issue has been caused through user error, though this is at our discretion.

If you are having a problem that is effecting many of our customers then it is more than likely that we are already working on fixing the issue.

Our site also includes extensive FAQ, video and text documentation as well as a Free Support chat bot that is able to help diagnose a problem and walk you through the solution. If it fails it is able to escalate the issue within Nifty.

We would love to be able to offer unlimited, free support but due to the nature of technology and its many variables this would be impossible. With that in mind we are looking into offering additional aftercare packages, similar to AppleCare and others, when we do we will notify all our customers. These will offer additional support and customisation options.

What security measures do you take to protect my data?2021-11-04T12:36:54+00:00

We take your privacy and security as serious as we do our own.

 

  • We never share any of your details with anybody outside our organisation.
  • We keep your passwords safe using 256-bit AES encryption.
  • We will never send whole passwords via email or text
  • We have security measures in place that stop people pretending they are you to gain access to your account
  • We are fully GDPR compliant
What is your response time?2021-11-04T12:20:42+00:00

We will reply to all support requests that have been submitted using our support form within 24 hours.  We typically respond to requests between 7am – 10pm Monday – Sunday

What is the best way to keep my system secure?2021-11-04T12:36:00+00:00

After every install, we will make sure your system is secure. After this it is your responsibility to keep it that way. If you have any specific concerns or questions please contact support.

 

Don’t

  • Allow someone you don’t trust to access your Wi-Fi network
  • Use the same password more than once
  • Allow easy access to your wired network
  • Connect to your home using a public Wi-Fi hotspot

 

Do

  • Set a good passcode on your mobile if you use it for email and security texts. Otherwise a criminal could use it to reset your passwords and gain access.
  • Keep your Wi-Fi password safe
  • Use passwords above 10 characters with random characters
  • Store password securely in encrypted App such as LastPass or 1Password.

 

Follow these simple rules to stay safe.

What devices can you install?2021-11-04T10:37:09+00:00

Anything! Just contact us with the device details and your requirements and we will be in touch.

What connection speed do I need?2021-11-04T11:08:17+00:00

Anything above a 3mb connection will be sufficient unless you require security cameras, in which case we will discuss the possibilities based on your connection.

One of my devices is faulty2021-11-04T12:11:02+00:00

Every device purchased through us has the full manufacturer warranty. If you are having trouble please notify our support team who will be happy to help. If your device is deemed to be faulty we will arrange a collection and send you a replacement if it is within the manufacturer warranty period. Once we are able to offer extended warranties, we will also provide further warranty support.

If the item has been purchased directly by you, then you will need to contact the manufacturer yourself.

Please be aware than in some instances our engineers may need to install the new device in which case there will be a charge.

I’ve just moved home and there are some smart devices installed, HELP!2021-11-04T11:14:57+00:00

Get in touch and if possible send us a list of the products installed. We will then contact you to discuss further and to book a consultation. With a device list and an understanding of what you want to do we can put together a proposal based on you.

I want to add more devices2021-11-04T12:22:08+00:00

The Nifty brain® is only updatable by our engineers. This is to protect the reliability and security of your system. Therefore, please get in touch with your requirements and we will help you select the appropriate devices and solution and provide a quote for integrating and installing the system.

How secure are you?2021-11-04T12:26:16+00:00

Security, as it should be, is at the heart of everything we do. We use industry standard methods to make sure that all our home automation systems are secure. As these evolve, our systems evolve, so to list everything we use is tricky but we use a combination of HTTPS, JAAS, OAuth2 and a number of other solutions that combined secure the Nifty solution.

The security of the whole system (which includes our controller and all your third-party devices) varies dependent on the devices you have installed and the technologies they use.

We carefully vet all our third-party devices and services before we recommend and install them. However, we do not accept any responsibility for problems that may arise by using them.  If you want to be reassured of a specific devices security measures then please contact the manufacturer directly.

It is important to realise that our controller and all the third-party devices that are connected to it are only as secure as your home network. So, if you use your pets name and date of birth as your Wi-Fi password or worst still have no password then at some point your system will likely be compromised. Make sure your password is not a word, is over 10 characters, includes upper and lower case letters, numbers and symbols and is not written down and easy to find. The best place to hide passwords is in an encrypted App such as LastPass or 1Password.

 

After every install, we will make sure your system is secure. After this it is your responsibility to keep it that way. If you have any specific concerns or questions please contact support.

How much does it cost to automate a property?2021-11-04T10:59:58+00:00

As we offer a bespoke service, to date no two houses have been quoted the same.  For an accurate bespoke quotation please contact us.

How much data will I need to use the system?2021-11-04T11:09:24+00:00

Our controller uses very little data so even a 250mb plan will suffice. That is unless you require security cameras, in which case we will discuss the possibilities based on your connection.

Do I need an Internet connection to automate my property?2021-11-04T11:07:20+00:00

No. Your home can work without an internet connection, as the Nifty brain® Resides in your home and can work independently of the outside world. However you will not be able to remotely control your Nifty home and any devices and reporting feeds that need external data will have reduced functionality.

It’s best to have an internet connection.

Could someone hack my camera and spy on me?2021-11-04T12:28:37+00:00

If you follow our guidance after an install and keep your details safe then it is theoretically impossible for someone to hack your camera as we only install cameras from reputable companies that use Advanced Encryption Standard or AES.

 

For someone to access your camera they could do so with any of following information:

 

  • Your Wi-Fi password
  • Have access inside your network
  • Have access to the email address which setup the camera
  • Because you accessed your camera from a public Wi-Fi hotspot

So in short, if you keep these details safe and don’t connect to your property using public Wi-Fi then you have nothing to worry about.

As we setup your camera we will of course have access too but you can revoke our access after an install if you prefer.

Remember that the weakest point of any system is usually due to weak device and or Wi-Fi passwords so make sure your passwords are not a word, are over 10 characters, includes upper and lower case letters, numbers and symbols and are not written down and easy to find. You should not use the same password twice and the best place to hide passwords is in an encrypted App such as LastPass or 1Password.

 Don’t forget, we do not integrate your camera’s directly into the Nifty system, this is because they will clutter and dominate your app. So even if they get hacked, there is no direct connection to the Nifty brain®.

After every install, we will make sure your system is secure. After this it is your responsibility to keep it that way. If you have any specific concerns or questions please contact support.

Can you integrate into an existing system or devices?2021-11-04T11:11:40+00:00

In most cases we can but to be sure please send us your device details and we will get in touch. If you have an existing system, we will need to find out more information and see how it works on its own and then what can be done to integrate it. In general we advise starting afresh with a single system to ensure total compatibility and reliability.

Can I install the Nifty solution myself?2021-11-04T11:10:12+00:00

Unfortunately not as the controller is not a plug and play device. An engineer is required to program and install each controller based on very specific requirements relating to the property and the devices to be attached.

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