Frequently Asked Questions
You have problems? Let us help you the best we could. You can find the answers in this FAQ list and if you don't find what you're looking for, email us at support@timeteccloud.com and we'll be right there with you.
On General Issues
Is local support for TimeTec Solution available?

Yes. TimeTec has more than 200 authorized resellers in approximately 120 countries. You may contact us via email, Skype, GoogleTalk for 24 hours a day, 7 days a week year-round service.

Where is the location of TimeTec Solution Server?

Currently, the TimeTec platform is located in West California, United States of America.

Do you set up your own cloud platform, or you work with a third party vendor?

TimeTec is currently working with Amazon EC2 who acts as our Cloud platform provider.

What is the uptime guarantee for TimeTec?

Please click here for more information.

Services and Features
Could the hardware be installed standalone or software subscription is a must

The hardware such as TimeTec Alarm, Lock, Autogate, can be installed standalone and users can use the complimentary app to control the hardware without having to subscribe to the cloud solution. But if a deployment of the hardware is connected to the larger system like i-Neighbour or TimeTec Patrol Guard Tour, the subscription is required.

I want to get an Android smartphone, do I have to check on specific features to be able to use TimeTec Security solutions?

TimeTec Security solutions are tapping on the most common attributes of a modern smartphone such as BLE, NFC, and wifi. If you are planning to buy any smartphones, look for the functions stated above.

The Panic Button is a great feature available on the App but what if one of my kids accidentally clicked it while playing with my phone?

Don't worry the button is made child safe whereby simply touching on the button wouldn't trigger anything. One has to long press on the button to activate it. And it's strongly recommended that parents do not allow children to play with smartphones installed with important apps.

On Payment
I don't trust online payment. Can I use other payment modes?

Yes. You can pay to our local authorized reseller. We will activate your subscription account once we have received payment from the local reseller.

I prefer to pay in local currency, what should I do?

We charge the subscription fees in US dollar. If you would like to pay using your local currency, you may choose to pay to our local authorized resellers. But the total amount would be based on the then exchange rate of your local currency against US dollar.

Do I need to pay bank charges when I make the online payment to you?

No. You just need to pay the exact amount on the billing.

On Termination
Am I able to get any refund when my company wants to terminate its subscription?

Yes, you could get the refund for the unutilized subscription calculated by months minus the administration charges of USD 10 and bank charges.

If your subscription fee was paid to our local authorized reseller, you have to inform them to help you terminate your subscription and you have to get your refund from them.

Can I retrieve my company data when our company had decided to terminate TimeTec Hire Solution's subscription?

Yes, we will send you a link via your registered email for you to download your data in csv format. It is recommended that you download the relevant data during the grace period of 45 days. After the grace period, we will remove your data from our server and any lost of data after that grace period is regretful.

I want to understand more on TimeTec Hire Solution. Is there a training that I can attend?

We will be organizing Webinar sessions soon. You are welcome to join to understand more on the solution. The session is free of charge, but you need to reserve your seats prior to joining the session. Schedule for the Webinar sessions will be made available soon.

On Support
If something happen to the hardware or the system, where could I get the support?

Drop us an email to info@timeteccloud.com, and a quick respond from our technical team is assured. TimeTec support is available around the clock all year long. If the problem is related to the hardware, you might want to contact the shop where you purchased it from.

I want to install TimeTec Alarm at my house, is it DIY or I need to engage with your agent?

It's totally up to you. We have made the installation simple so you can attempt to DIY but at the same time, if you don't feel comfortable doing it on your own, you can contact installer to complete the job for you. Whatever your choice is, the cost of implementing TimeTec Alarm would be much cheaper than the conventional system.

I'm sure I can deploy one TimeTec solution at a time, do I need to create a new account for each solution?

Definitely not necessary because we support single sign-on where you can switch accounts using the same login credentials.