FAQs: Support

We use AnyDesk Remote Desktop as it comes with the highest security standards which are designed to safeguard data, with encryption in transit and at rest.

Please download AnyDesk from their site here: Remote Desktop Software for Windows | AnyDesk

More information on AnyDesk's compliance and certification can be found here: AnyDesk: The Secure Remote Access Solution

Yes. Perceptor IoT hardware operates at low voltage (5V) and holds CE certification.

For NEC and NFPA 79 compliance, please refer to Zebra printer specifications.

NRTL/CE certification of electrical components and the control enclosure is compliant.

Perceptor is striving to achieve SOC2 Type 1 compliance.

The product is currently being validated to FDA 21 CFR Part 11.

Perceptor employs a Software Development Life Cycle (SDLC) with unit testing, implementation testing with actual hardware and release testing.

A change management programme is used; Perceptor will not push changes without End User approval and having provided detailed release notes.

The Perceptor IoT device (connected to the printer) measures 241 mm × 203 mm × 110 mm.

IQ/OQ/PQ documentation is provided free of charge with the 3 year ChangePack subscription plan. 

The End User is responsible for writing their own operational SOPs and conducting their own PQ testing, leveraging the supplied documentation.

Before setting up Perceptor IoT, the following must be optimised:

1. Select and use the most suitable label media and matching quality ribbon
2. Do not compromise on printer resolution — align to the best resolution for the smallest character and barcode X-dimension
3. Optimise print speed, darkness setting, and printhead pressure to achieve consistent quality without overprinting
4. Maintain the printer regularly (platen roller, drive belt, printhead)
5. Configure the printer to calibrate on power-up and printhead closure
6. Password protect the printer touchscreen to prevent unauthorised changes
7. Store print settings in the label design document rather than relying on manual operator adjustment

It is also recommended to validate the printers before commencing validation of Perceptor IoT.

Yes. Perceptor IoT complies with OSHA and European machine safety directives, including provision of a manufacturer's declaration of conformity.

Please see details and benefits of the Perceptor Software Maintenance Annual Support (SMAS) for Lifetime On Premise customers.

Please note, the Perceptor Software Maintenance Annual Support (SMAS) is to be purchased with the system at the beginning of the Perceptor IoT contract. The SMAS is charged at 20% of the prevailing licence cost at the time of purchase or renewal.

Should the end user decide not to purchase the SMAS at that time but decides to at a later date, there is an 8 week Support Implementation period during which time any support requests will be quoted for on a case by case basis.

In addition, please note that no software upgrades will be provided until 3 months has elapsed from the time of implementing a SMAS post-contract.

Please contact your Perceptor IoT reseller in the first instance for first line technical support.

The Perceptor validation package includes

• Validation Strategy (VS)
• User Requirements Specification (URS)
• Risk Assessment (RA)
• Installation and Operational Qualification (IQ/OQ)
• Low Risk Qualification (LOQ)
• Trace Matrix and Summary Report (TMSR)
• Computer System Assessment (CSA)

End User responsibilities include:

1. Label media and print setup - selecting appropriate media and ribbon, implementing printer password protection, designing labels with adequate quiet zones and character spacing, and performing ongoing printer maintenance
2. System-specific SOPs - creating, maintaining, and controlling access to SOPs
3. User accountability under electronic signatures - governed by End User's internal HR, Code of Conduct, and security policies
4. Backup and data retention - purchasing appropriate retention plans aligned with regulatory requirements
5. Ensuring all IoT Devices are registered with Perceptor for eIoT Defender activation

Perceptor IoT is based on WIN10 IoT Enterprise LTSC which is a version of Windows 10 designed for specialized devices with a fixed purpose, such as label inspection and verification.

It offers a 10-year support lifecycle available through the Long-Term Servicing Channel (LTSC).