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Support

There is no need to manually log a ticket anymore, as the whole process is automated!

We know that everyone is different, and we strive to embrace those differences. There are numerous ways to get support from us, and these include the following core modalities:

1. Watch a video on how to do it on our YouTube site

2. Read a user guide in your own time by downloading a PDF

 
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3. Hear what others have to say by reading through our FAQ

Frequently asked questions

Section 1: General Information – I’m Interested, Teach me Stuff!

1. What are biometrics?


Biometrics are the measurement of physiological characteristics such as (but not limited to) fingerprints, iris patterns, facial features and vein patterns that can be used to identify a person. iPulse is a company that has built its products around using these biometrics to validate peoples identify for many purposes, such as granting access to a building, monitoring employees and contractors for work attendance or just validating their identity through remote platforms for various reasons.




2. What is the difference between identification and verification?


Identification is the process of identifying a specific person using only their biometric by comparing a live biometric indicator to a database of existing biometrics, with the end goal of extracting a specific individual from that group. Verification is when a person identifies themselves first – perhaps through the supply of an identity number of some sort, such as a card, an ID or other reference, and you want to verify that they are who they say they are by matching a live biometric indicator to a previously captured biometric indicator for that specific person to confirm they are who they say they are.




3. Where are the iPulse Biometric Scanners made?


iPulse Systems proudly manufactures all of our readers in South Africa in partnership with Microtronix Manufacturing, and uses the sensors and algorithms provided by Secugen Corporation USA as our core fingerprint providers.




4. Who supplies the scanners for the biometric readers?


iPulse Systems is the official partner to Secugen in African Region. iPulse makes use of Secugen’s scanners in all of our iPulse Biometric Readers.




5. What does iPulse do to sanitize scanners and prevent the spread of Covid-19?


iPulse Systems have an option for adding a UVC sanitizing light to our Biometric Readers. This is the same light that medical professionals use to sterilize their equipment as it kills most viruses and bacteria when they are exposed to the light. The light is emitted onto the scanner after a person scans and cleans the sensor, making it safe to use and touch.




6. Why use fingerprint biometrics over other modal forms of biometrics?


Fingerprint biometrics are the most tried, tested, and affordable means of providing biometric access control. Other modals such as facial and voice recognition – which certainly have their place and are supported and sold by iPulse - are not as consistent in all environments as they are both environmentally dependent to work efficiently.




7. Is iPulse POPI Compliant?


Like most vendors who work with personal information, iPulse has invested a lot of time, effort and funding into making sure that any data stored in our systems meets the requirements of the South African POPI Act, as well as the generally accepted privacy rules all over the world. For more information about this, see the following documents:




8. What pricing models and payment terms are available for iPulse’ s Solutions?


iPulse Systems offers both Capex (pay for your hardware and installation upfront and pay your service fees annually) and Opex (pay everything off over a fixed, non-interest-bearing period) price models for maximum flexibility. Our unique “single-fee” principle means clients are covered in one flat, clearly defined fee for all hardware swap outs, support, hosting, licensing, and maintenance – a truly simple and easy to use principle for funding your access control, visitor management and workforce management needs.





Section 2: Product Information – Tell me about your Hardware?

1. What biometric readers are in the iPulse product range?


iPulse currently provides two popular formats of its devices, namely the iPB7, a ruggedized, use anywhere device with screen and keypad, and an iPB4, a small footprint but still extremely powerful device. See our products page for more information.




2. Are the iPulse biometric readers weatherproof, and can they be used outdoors?


The iPulse iPB7 is an IP65 rated device, and when installed correctly, can be used under almost any weather conditions. The iPB7 is known to be one of the toughest outdoor readers there is, but like any such device, the correct installation plays a key role in ensuring that your device functions as advertised.




3. What are the False Rejection and False Acceptance Rates (FRR & FAR) of the iPulse biometric readers?


iPulse uses the Secugen algorithm in all our fingerprint devices, and this NIST rated algorithm is one of the best performing in the world, with FRR and FAR rates that are amongst the lowest in the world for this type of technology.




4. If the power goes out, do the iPulse biometric readers still work?


When installations are done correctly by certified installation teams, all biometric readers should be fitted with back-up batteries that in the event of a power failure can keep the readers online for between 4 and 8 hours, depending on the age of the battery and the number of devices connected to the power supply.




5. If I have lost internet connection, do the iPulse biometric readers lose functionality?


If the reader loses internet connectivity, users can still clock normally, and the clocks will be stored locally on the device until it comes back online. All the clocking rules and information is stored on the device, so access hours, expiry dates and times are all still managed whilst the reader is offline. The reader can store up to 18 million clock events before it runs out of space, so there is little chance of lost data no matter how large the company! Once the reader is back online, it sends all the stored clocks to the server.




6. Can I manage my iPulse biometric readers from anywhere in the world?


IQSuite.cloud is accessible anywhere in the world if you have an internet connection. Using the extremely powerful IQSuite.cloud dashboard, iPulse readers can be tracked, updated, and managed remotely from any location.





Section 3: IQSuite.cloud Information – Tell me about your Software?

1. What is IQSuite.cloud?


IQSuite.cloud provides a scalable cloud-based biometric verification platform, that can be used as a stand-alone or multi-factor authentication service for your customers, employees, students, or visitors to provide authorized access to facilities and services. Biometric verification improves convenience, reduces risk, and prevents fraudulent use of your services or access to your premises.




2. Where can I get my login details for IQSuite.cloud, or create a new account?


Send a mail to support@ipulse.systems requesting your logon details for IQSuite.cloud and our team will quickly and easily assist you. Always remember to give them your email address, full names and company name when requesting login information.




3. How do I pull Reports on IQSuite.cloud?


IQSuite.cloud has powerful and easy to use reports under the “Report” section. Simply click on “Reports” button and choose the type of report you would like to pull (such as Clocking Reports, People Reports, Device Reports, etc.), and you can then extract the reports you need, for the date/time periods you want, and view or export to PDF/Excel for further manipulation when required. All IQSuite.cloud reports can have fields added or removed on the fly – for more information on how to do this, check out our videos and support guides.




4. Can I activate a person on IQSuite.cloud for a temporary period, so they auto-expire at a set date/time?


Yes. IQSuite.cloud can temporarily grant access to a person for however long you would like. You can set a start date, and an expiry date, for each specific individual. Before that start date, and after the expiry date, the person will automatically be denied on any devices. Re-activating them is as simple as changing the expiry date to a new date in the future.




5. Does IQSuite.cloud delete people permanently?


No. Because IQSuite.cloud is an auditable, non-reputable system that stores historical data as well as current data, the system never deletes a person permanently, but rather deactivates them. This allows us to keep record of their clocking history and allows you to view this information whenever you need to. A deactivated person cannot be granted access to any device, even if they are left on those devices, as access will always be denied.




6. Can I reactivate a person after deleting them?


Yes. When a person is deactivated, they are automatically marked as access denied on all devices, but all their data, settings and information is retained. Simply changing their status from deactivated to active will ensure that they can clock again with moments on all previous devices.




7. Can I recapture fingerprints or a photo after a person’s original enrollment?


Yes. At any point in time, you can update a person’s fingerprints or photograph on the system. For anyone who is struggling to use the readers, or to validate on facial recognition, this is a highly recommended process.




8. Can I transfer multiple people to a reader at once?


Yes. IQSuite.cloud has many different options that allow you to transfer specific groups of people to readers at once instead of transferring people one at a time. for more information on how to do this, check out our videos and support guides.




9. Does the IQSuite.cloud application store any data on my local PC?


Typically, IQSuite.cloud is simply a front-end interface to your database which is stored in the cloud, meaning that no system or personal data is stored on your PC. However, if you elect the option to “Remember Me” when logging in, or change your background images, some of these settings are stored in local folders on your PC, or in your secure password store on your PC.




10. Which operating systems support IQSuite.cloud?


IQSuite.cloud currently only works on Windows 10. We are, however, working on migrating our current software range to a web-based application that will support Windows, MacOS, and mobile interfaces! This new interface will only be available sometime in 2022.





 

4. Speak to someone who can help you by logging a ticket

Open an email that links to: support@ipulse.systems