FAQ

What devices can you install?

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

How much does it cost to automate a property?

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

Do I need an internet connection to automate my property?

Our home automation system can work without an internet connection but this limits your choice of devices and your ability to control a them while away from the property.

Do I need a fast internet connection?

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.

My broadband data is limited. Is that a problem?

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 to be in while you install?

As long as we can access the property we can work alone. That said we do offer a full demonstration after the install so it is recommended that someone is available for that.

Can I purchase a controller and install it myself?

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.

When can you install my devices?

Our engineers install in the following time slots:

 

Monday to Sunday

  • Morning: 8am – 12pm
  • Afternoon: 1pm – 5pm
  • Evenings: 6pm – 10pm

 

Evening and weekends are charged at double our usual rate.

I already own some smart devices. Can you integrate those?

In most cases we can but to be sure please send us your device details and we will get in touch.

I have just moved into an automated home can you help?

Sure. 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.

What support do you offer?

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

 

After this support requests are at our discretion. We will always respond to support tickets and assess the situation but in some cases, we will charge a fee to fix an issue.

 

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.

 

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.

 

In short, we cannot be made responsible for problems arising due to:

 

  • The manufacturer of a device update its software
  • Poor Wi-Fi connections
  • Poor internet connections
  • Power failures
  • Customers trying to expand the system themselves
I have a fault can you help?

Please raise issue with your engineer by submitting a ticket on our support page and they will be in touch. If you enter your street name your message will be sent directly to them. They will respond within 24 hours.

 

Our engineers have remote access to your controller so in most cases they can diagnose issues and in some cases fix them without visiting your property.

I think one of my devices is faulty what should I do?

Every device purchased through us has a 12 month 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.

 

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

Why don’t you offer phone support?

We understand that it can be frustrating when you can’t “just” talk to someone but the best person to rectify any issue is the engineer that installed your system. Using our support form means that your request gets sent directly to their mobile.

 

Don’t worry if your engineer is not available right away, all requests are organised, prioritised and seen by the whole team so everyone is in the loop so someone will always contact you within 24 hours.

 

The bottom line is us not offering phone support allows us to be more efficient which in turn means you get a quicker response.

 

Bye the way, it’s not like we are afraid to talk to you, if you would rather chat through your issue on the phone then say so in the message box of the support form and our engineer will arrange a time to call you. However, we cannot guarantee a 24 hour response time using this method.

What is your response time?

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

How do I add more devices to my home automation system after an install?

The controller 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 provide a quote.

Do you need access to my property to fix an issue?

If depends on the issue. We have remote access to your controller so 90% of the time we can fix and diagnose issues through our support portal without the need for a visit.

Is your home automation system secure?

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.

 

For the geeks amongst you, our controller is secured in the following way:

 

  • All communication via HTTPS
  • Authentication JAAS
  • Authentication between your controller and third party services is through OAuth2

 

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.

Could someone hack my camera and spy on me?

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 assessed 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.

 

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.

Who can control my devices?

As we setup the system we will have access to all your devices along with yourself and that is it.

Do you need my email address to setup all devices in my name?

No. We install all devices using a unique email address personal to you. We do this so we can setup your devices without you being there as most devices require an email for initial setup. Once we have completed an installation all future emails will be forwarded to a personal email address of your choice. We do not keep records of emails that have been forwarded nor do we intercept them in any way.

 

After an installation, you may wish to change the email address and passwords of each device, which in turn would revoke our access. Bear in mind that this would make it harder for us offer support should you need it.

I don't want the Nifty team to have access after an install.

After an installation, you may wish to change the email address and passwords of each device, which in turn would revoke our access. Bear in mind that this would make it harder for us offer support should you need it.

What is the best way to keep my system secure?

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 security measures does Nifty take in protecting my data?

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