FREQUENTLY ASKED QUESTIONS ABOUT AETONIX AND aTouchAway

For Support related questions, please see: Support FAQs.

 

Do you sell the hardware, or just the software?

We sell the software for the aTouchAway platform. We also sell a wearable, waterproof personal emergency bracelet which can alert family or caregivers for help if it detects a fall, wandering, or prolonged inactivity. Contact us to make a purchase for your family or facility.

Can the aTouchAway platform be used with my existing computers/software/programs?

The aTouchAway platform for those who need care is run on a dedicated tablet/bracelet. For caregivers and home care/personal support workers, the mobile aTouchAway app can be installed on existing mobile devices or PCs. The reporting dashboard can be accessed from your preferred Internet browser and may run on any computer.

How long does it take to implement?

Implementation is very quick.

For one tablet, it’s a download of a few minutes.

For a facility of 15 rooms, about one week is required including initial training for staff. For home care agencies, it takes about a day for initial team training.

Aetonix is here to help with implementation and inevitable process changes.

What if I have a technical issue?

We have a support site at supportaetonix.com that can help. It answers frequently asked technical questions and questions about how to use the product, including demonstration videos and documentation.

What kind of support is offered after purchase?

Aetonix provides three service level options.

  1. Basic annual service level agreement (included): (phone support 9:00 a.m. to 5:00 p.m. Monday to Friday, excluding holidays. We will respond to all enquiries within three working days).
  2. Gold annual service level agreement (phone support 9:00 a.m. to 5:00 p.m. Monday to Friday, excluding holidays. We will respond to all enquiries within one working day).
  3.  Premium annual service level agreement (minimum purchase of $15,000 before taxes; phone support 9:00 a.m. to 5:00 p.m. Monday to Friday, excluding holidays. We will respond to all enquiries within one working day).

How is payment handled?

We invoice once a purchase order is received and accept payment via cheque or credit card.

Is there a minimum contract length, or time commitment?

There is no minimum time commitment or length of contract. Contracts can be cancelled at anytime.

What does it cost?

We offer a subscription model, currently per user, which includes a one-time software license and setup fee, and then a monthly fee. Please note these fees do not include the hardware (tablet, PC) needed to run the software. Please contact us to discuss the solution that would work for you.

What is the recommended hardware?

We recommend Samsung TAB S2 9.7, and Samsung TAB A 9.7 as optimal devices for running our software, although any recent tablet will work, and any PC. The wearable emergency alert bracelet can be obtained from us.

 


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