Frequently Asked
Questions

Who is Tecuris?
  • Tecuris is an Australian-based digital care company that seeks to improve the quality of life for the aged, people living with disabilities, their carers, their families and support workers.
  • Tecuris provides a holistic set of services that empowers its customers to engage in the community, improve their health and wellbeing and obtain essential information, goods and services.
What is Tecuris Connect?
  • Tecuris Connect provides a user with easy and secure “Connectivity” to their family and friends. This includes messaging, picture sharing and video conferencing. It also provides access to pre-selected digital content, such as local news web-sites and relevant applications, and facilitated communities of interest.
  • Tecuris Connect is a multilingual service with language support for English, Spanish and Korean.
Will the App work overseas?
  • The Tecuris App will work overseas via wi-fi or your own 4G data SIM if global roaming is enabled
Is the app difficult to use? I am buying the device for my aged parents?
  • The Tecuris service has been designed for ease of use by the elderly or people living with disabilities. Any functionality can be accessed by 2 clicks or less, the buttons are bright and colorful, and the user interface is very intuitive, even for a person with no prior experience with technological devices.
How long does it take from ordering and payment to receiving the subscription/access?
  • For the Tecuris Connect – BYOD service, after receiving payment we will contact you regarding tailoring the service, and provide login credentials within 48 hours
  • For the Tecuris Connect – Managed Tablet service, allow 10 working days for your provisioned tablet to arrive at your shipping address.
What is Tecuris Connect BYOD?
  • Tecuris Connect (BYOD) is a Bring Your Own Device service where users must provide their own Android device (either a tablet or phone) and mobile data connectivity. The Tecuris app is downloadable from the Google Play Store to your own device which requires Android version 4.2 and above.
  • For the best performance for Tecuris Connect, we recommend Android phones with 5.5″ screens, or Android tablets with 8″ or larger screens.
  • Please Note: the Tecuris App is not supported on iOS devices
Do I need to buy a separate subscription for connecting to my Mother’s Tecuris Connect device?
  • Family members and Friends (known as ‘Companions) of a Tecuris user can contact the user via email, text or videocalling from their own devices (phones or tablets) without using the Tecuris app.
  • They do not need a separate subscription.
What is Tecuris Connect Managed Tablet?
  • Tecuris offers the Connect service as a managed service, running on a Tecuris-provided device with a mobile data plan and remote device management. This subscription requires a 24-month commitment.
Can anyone subscribe to Tecuris Connect?
  • Anyone with a valid credit card can subscribe to Tecuris Connect.
What do I need to set up on the device before it is ready for use?
  • For the Tecuris Connect – BYOD offering, you will need to download and install the Tecuris App on your own device. This will require a Google account to access the Google Play Store.
  • You will also need to setup and login to a Skype account to enjoy the videocalling features
  • Ensure that the Youtube app on your device is the most recent version
Do I need a SIM card for this device to work?
  • For the Tecuris Connect BYOD offering, you can provide your own Android phone/tablet with at least wi-fi connectivity to the internet.
  • For mobility while using the Tecuris Service, we recommend you provide your own phone/tablet with a 4G data SIM.
  • The Tecuris Connect Managed Device offer includes a 4G data SIM.
What are the minimal technical specifications I need on my device to be able to use Tecuris Connect?
  • Tecuris Connect(BYOD) is a Bring Your Own Device service where users must provide their own Android device (either a tablet or phone). The Tecuris app is downloadable from the Google Play Store to your own device which requires Android version 4.2 and above.
  • For the best performance for Tecuris Connect, we recommend Android phones with 5.5″ screens, or Android tablets with 8″ or larger screens.
  • Please note: the Tecuris app is currently not supported on iOS devices
What is the difference between BYOD and Managed Tablet?
  • With Tecuris Connect BYOD, you provide your own Android phone/tablet and Wi-fi or 4G internet connection
  • With Tecuris Connect – Managed Tablet, we provide a fully managed tablet with 4G data SIM
  • Otherwise the functionality and content of the two offerings are identical
What do I do if the app stops functioning?
  • Shutting down and restarting the device is often the best way to address performance issues with any app.
Will my contact details (email and mobile phone) be used for other purposes other than communication with Tecuris Connect?
  • At Tecuris we take our data privacy and security obligations very seriously. We will not share your personal communication details with any 3rd party organization
  • Any contact details will only be used by Tecuris to enhance the level of service we provide to you
Is my personal information secure?
  • Personal contact details are secured on the Tecuris portal, hosted and managed in an Australian data centre
  • We do not capture or retain any credit card details
How is my subscription renewed?
  • For Tecuris Connect – BYOD, your subscription will automatically renew every month. The payment will automatically be deducted from your credit card for the month to come.
Who do I contact if I have trouble using the app?
What is the size of the app?
  • The Tecuris App is less than 6 megabytes (MB) in size
Is there a beta version available?
  • There is only one version of the Tecuris App available and this is hosted on the Google Play Store
Can I migrate my BYOD plan to Managed Tablet plan?
Is the Tecuris app available for Android and iOS?
  • The Tecuris App is currently only available for Android (ver 4.2 and above)
If I migrate my plan from BYOD to Managed Tablet, will all my settings and data be transferred to the new device?
  • The settings on your own device cannot be restored to a Tecuris-provided device.
  • However, all your photos, messages and contacts within the Tecuris App will be available on a Tecuris Connect – Managed Tablet
How long is the discounted price valid?
  • Offers and discounts are subject to change without notice
How long does it take from ordering and payment to receiving the device?
  • For the Tecuris Connect – Managed Tablet service, allow 10 working days for your provisioned tablet to arrive at your shipping address.
Is it difficult to use the managed device, I am buying the device for my aged parents?
  • The Tecuris service has been designed for ease of use by the elderly or people living with disabilities. Any functionality can be accessed by 2 clicks or less, the buttons are bright and colorful, and the user interface is very intuitive, even for a person with no prior experience with technological devices.
  • With a fully managed Tecuris tablet, the device is even easier to use, as it works out-of-the-box, and is managed remotely from the Tecuris service centre
What all is configured on the device before delivery?
  • All the Apps required to deliver the Tecuris service are pre-installed on the Managed Tablet
  • Also, the user is already registered on the Tecuris app, so the tablet is ready to go out-of-the-box
Can I use the device directly without any setup?
  • Yes you can. No additional setup steps are required. The tablet is ready to go out-of-the-box.
Does the device come with SIM/Internet connection?
  • The Tecuris Connect – Managed Tablet comes with a pre-installed 4G data SIM to provide internet access
What is included in the Tecuris Connect managed device?
  • Samsung 8 inch tablet
  • Telstra 4G data SIM (installed)
  • Tecuris App and supporting apps (already installed)
  • Airwatch software tool to enable remote management from Tecuris service centre
  • Rugged protective case
  • Stand
  • Power Supply
Can I buy the managed device and add my own SIM card?
  • Yes you can, however this will not change the monthly subscription fee
What is the screen size of the device?
  • Samsung 8” Tablet (8” screen size)
Does the device need to be charged and how often?
  • The device requires charging. Charging frequency depends on the frequency of use of the device.
  • We recommend the device remains plugged in and charging when sitting in its stand
Who is responsible for repairing faults and maintenance?
  • If you experience any technical problems with your Tecuris Managed Tablet, simply return it to Tecuris and we will resolve the issue, or provide a replacement tablet.
What is the warranty period of the device?
  • The Tecuris Managed Tablet belongs to Tecuris for the 24 month subscription period. Tecuris is responsible for any repair or replacement, with the exception of damage resulting from incorrect use, or loss or theft of the device.
What is your return policy?
  • You may return the Tecuris Managed Tablet to Tecuris for repair or replacement anytime during the 24-month subscription period.
  • If repair or replacement is required because of physical damage to the device, then you will be liable for repair or replacement costs as per our Terms and Conditions.
What to do if app crashes often?
  • Tecuris Service will work with you to endeavor to fix the issue. If the issue cannot be fixed then we will arrange for a replacement device.
Can I directly download the App from Play Store and start using it right away?
  • You can download the Tecuris App from the Google Play Store, but you will need Tecuris Connect credentials (user id and password) to connect and use the service
  • You can subscribe to the Tecuris Connect service on the Tecuris website (www.tecuris.com.au). After subscribing, you will be provided with Tecuris credentials. They will be emailed to the address you provide during the subscription process.
Does the device work outside my home?
  • With 4G data connectivity, the device will work where there is reasonable Telstra 4G signal
Is the app safe to use for the aged and people living with disabilities?
  • Tecuris Connect provides a user with easy and safe “Connectivity” to their family and friends. This includes messaging, picture sharing and video conferencing. It also provides access to pre-selected digital content, such as local news web-sites and relevant applications, and facilitated communities of interest.
  • The Tecuris App features bright colours, easy to read text, and Back and Home buttons to help users when they are ‘lost’
  • Any communication (email, text or videocalling) to Tecuris users from external parties or other Tecuris users is only enabled with the express permission of the User
What are the color options for the Tecuris Connect managed device?
  • The Samsung 8” tablet is available in Smoky Titanium
Is the app easy to use for the aged and people living with disabilities?
  • The Tecuris service has been designed for ease of use by the elderly or people living with disabilities. Any functionality can be accessed by 2 clicks or less, the buttons are bright and colorful, and the user interface is very intuitive, even for a person with no prior experience with technological devices.
What is the weight of the device?
  • The device weighs 320g.
Can the user connect to contacts other than the ones listed on his device?
  • Other Tecuris App users (called ‘Friends’) go through a ‘request and accept’ process that takes place between the users. Any non-app users who want to contact the Tecuris user (‘companions’) need to be registered in the Tecuris portal before they can start messaging. This ensures that the user can communicate with friends and family in a safe and secure manner.
How and where is my data stored?
  • The user contact details and messages are stored on the Tecuris Tablet and on the Tecuris portal hosted in an Australian Data Centre. The companion details are stored on the Tecuris portal.
  • We do not capture or retain any credit card details
If I have problem in operating, who do I contact?
What is the warranty period?
  • This is a subscription based service and we guarantee the service while your subscription is valid
  • If we breach our terms and conditions then you are free to terminate the service
Do I need to update the version of the App often?
  • With Tecuris Connect – BYOD, we recommend you automatically download any update to the Tecuris App from the Google Play Store. This will happen periodically and if you have notifications switched on, you will receive a message informing you.
  • With Tecuris Connect – Managed Tabet, we will ensure you have a fully functional and compatible version of the Tecuris App on your managed tablet
If there is no Internet Connection will I be able to still use the App?
  • The Tecuris service requires an active internet connection, either wi-fi or 4G data
If I have trouble using the App who do I contact?
  • For any questions you might have, related to technical issues, subscriptions, or general usage, you can reach us at servicedesk@tecuris.com.au or call us at 1-800-TECURIS
Does it have SOS service?
  • The Tecuris service is not an emergency contact service
Can I migrate to Tecuris Connect BYOD, what are the contract obligations?
  • There is a 24-month contract period associated with the Tecuris Managed Tablet. At the end of that period, you can determine whether you wish to migrate to Tecuris Connect BYOD or renew your Tecuris Managed Tablet contract.
How long is the discounted price valid?
  • Offers and discounts are subject to change without notice
How are credit card payments processed?
  • Credit card payments are processed through Stripe’s payment gateway. Tecuris does not capture or retain any credit card details.
Do you store my credit card details on the server? If Yes, how secured is it?
  • We do not capture or retain any credit card details
What details will appear on my credit card statement?
  • The name of our company will appear: Tecuris Pty Limited
Are there any hidden costs?
  • No, your subscription covers all fees related to the use of the device
What is the Warranty on the device?
  • During the 24 month period of subscription, Tecuris will replace devices that malfunction under warranty of the device manufacturer.
How much is the delivery fee?
  • The delivery fee depends on your location and will vary accordingly.
How will it be delivered?
  • All our shipments are handled by AusPost
Does the subscription inclusive of GST?
  • The subscription price is exclusive of GST.
  • GST on the subscription fee will be charged additionally to the credit card provided.
Can I change the Service Subscription Plan from paying monthly to paying 12 months Pre-Paid?
  • Yes you can. Simply contact us via email at servicedesk@tecuris.com.au or call us at 1-800-TECURIS. One of the Tecuris team members will be happy to assist you.
What are the payment options you have available?
  • Anyone with a valid credit card can subscribe to Tecuris Connect.
  • Subscription fees and GST will be charged monthly in advance.

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