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Smart Activity Monitoring Services (SAMS)

FAQs

 

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Frequently Asked Questions

 
  1. Do I need an Internet connection?
    Yes, an active Internet connection and wireless router (with port forwarding function) is required. The i-Net Mini will be connected via a LAN cable to the router, and the other wireless devices will run on WiFi.

  2. What happens if my Internet connection is down?
    The service will not be able to function and the caregiver will not be able to receive alerts in the event of an emergency. However, Anjels will send an SMS informing the caregiver when it detects that the Internet connection has been down for more than 30 minutes.

  3. Do I require a power outlet for the devices?
    Yes, the i-Net Mini will need to be located within 1.5m of a power outlet with a power socket or 3-pin plug. However, the other devices are battery-operated.

  4. What happens if I change my wireless router or switch my Internet provider?
    Your Smart Activity Monitoring Service may require re-configuration to work properly. You may call Anjels at their technical support hotline for assistance over the phone. You may also request for Anjels to arrange a separate visit to your home for on-site re-configuration, at $107 per trip.

  5. Can I add on more sensors even after my Smart Activity Monitoring Service is activated?
    Yes, you can purchase up to a maximum of 3 motion sensors and an additional door sensor at $103.80 per device from M1 Shops. Anjels will subsequently contact you within 3 working days to arrange for the installation. A transport charge of $32.10 will be collected by Anjels directly as your initial complimentary installation had already been completed.

  6. Do the devices come with warranty?
    Yes, 12-month warranty and maintenance is provided by our partner Anjels

  7. Who can I contact if I require technical support?
    You can contact our partner Anjels at their hotline 9763 0716 (Monday-Friday except Public Holidays, 9am-6pm).

  8. What are the various service fees during and after the warranty period?
    Services During Warranty After Warranty
    Faulty Equipment Troubleshooting FOC $107 + equipment replacement fee
    On-site Battery Replacement $107 (excludes battery) $107 (excludes battery)
    On-Site Troubleshooting* First 2 trips FOC, subsequently $107 per visit $107 per visit
    Router Reconfiguration $107 per visit $107 per visit
    Service Reconfiguration $107 per visit $107 per visit
    Above charges are inclusive of GST and are payable to Anjels directly.

    *Required only when phone assistance is unable to resolve customer’s issue



  9. Are there any cancellation charges?
    There are no charges if you cancel the service before installation. However, early termination charges equal to the subscription charge over the remaining months of the contract will apply if you cancel the service any time after installation. If you had made a request to purchase additional sensors from M1 Shops, you will not be allowed to cancel any purchases.

  10. Why are IP cameras not included in the package?
    We wish to provide a remote care solution that is less intrusive, to give the elderly more independence and privacy in their homes.

For technical support, please contact our partner Anjels: 9763 0716
Support hours: Mondays – Fridays, 9am-6pm (except Public Holidays)
To learn how to access the Care Portal on your smart devices, please click here.