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FAQs

What is considered as "a user" when contracting a Remote eye license?

In Remote eye, it is counted as “a user”:

– A person who receives assistance from a Remote expert. Also called Field technician or Field operator. May use a mobile phone, tablet and/or smart glasses.

– A person who provides assistance. Also called Remote expert. May use computer, tablet and/or mobile phone.

For example, a license with 10 users could be configured with 3 remote experts accounts and 7 field technicians accounts. These 10 users can be permanent and/or temporary (named and/or floating users).

What is considered as "a user" when contracting a Twin eye license?

In Twin eye, any of the connected persons is computed as “a user”. They all use only smart glasses.

What is considered as "a user" when contracting a Process eye license?

In Process eye, it is counted as “a user”:

– A person who executes the procedure in the field. Also called Field technician or Field operator. May use a mobile phone, tablet and/or smart glasses.

– A person who creates, configures and edits workflows. Also called Designer. May use computer, tablet and/or mobile.

For example, a license with 10 users, could be configured with 1 designer account and 9 field technicians accounts.

What does "named user" and "floating user" mean in Remote eye?

Floating user is a temporary user, for one-time or occasional call/s. The user disappears from the list of registered contacts (and is no longer counted as a user for license account purposes) 24 hours after registration. Only during the time (24 h) that a floating user is registered as current contact will be counted as a user for license account purposes.

For both types of users, the call history together with the generated multimedia data (photo, video, notes) is stored in the system, always accessible to remote experts.

What should I install? On which devices?

– The Field technician has to install an app for Remote eye, Twin eye or Process eye on his/her device (mobile phone, tablet and/or smart glasses). It is as easy as downloading it from Play Store (Android) or App Store (iOS). To install it on your smart glasses, we will help you. Or if you buy the glasses from us, you will receive them with the app installed.

– Both the Expert in Remote eye and the Designer in Process eye only have to log in to a web application. It is web-based. No installation is required.

Will I receive training on how to use the software?

Software licenses include training through non-presential means (videoconferencing). It can be provided in English, German, French, Spanish or Chinese. Training is limited to 2 sessions per year. The approximate duration of an online training session is 1 hour.

Additional training and on-site training can also be provided upon request.

Are there free trial licenses?

Yes, 15 days, free of charge. No commitment or annoying follow-ups.

Are there flexible or customized licensing packages?

Yes, you can set up a license with a number of users according to your current needs and adjust it later.

Can I get volume discounts when purchasing software licenses?

Yes, you can benefit from volume discounts. Request it in the Get Pricing form.

Are there monthly, quarterly or annual payments for the software license?

The licenses are annual, upfront payment.

You can contract a first period of 3 months as a pilot test.

In large contracts, monthly fees are also available.

What payment methods are available?

You can pay by bank transfer, credit card, direct debit or PayPal.

When can I cancel my software license subscription?

The subscription can be cancelled at any time, with a notice of at least 30 days before the end of the contracted period.

What are the Service Level Agreements (SLAs) of the software licenses?

The Software will be available at least 99.9% of the time during the contracted period, measured monthly, excluding holidays and weekends and scheduled maintenance.

You can review our full SLA by requesting it in the contact form.

What level of technical support does Wideum provide to software licensing customers?

– Standard support is by email ([email protected]), answering within 48 hours, working days.

– Premium support is by email ([email protected]), videocall and phone, answering within 24 hours, 7 days a week.

Premium support is included in licenses for smart glasses and is available as add-on in licenses for mobile phones.

What does "unlimited cloud storage" mean?

It means that everything you generate and save (photo, video, screenshots, annotations, workflows, reports…) using our software will be stored with no capacity limit. There is also no time limit: your data will be stored on our AWS servers and available to be consulted and downloaded for the entire duration of the license.

Can I install Wideum software on-premise?

Yes, they can be installed in your data center or in your private cloud upon request.

Can we integrate Wideum software with other software such as CRM/ERP?

Yes, our software can be integrated with others used by the customer upon request.

A fast integration with Salesforce is available.

Is it possible to customize the software with my company's logo and colors?

Yes, customization with customer logos and colors is available upon request.

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