VIDEO QUESTIONS / SYSTEM QUESTIONS

1. What is streaming video?
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   In the not-so-distant past, Internet users had to download audio or video files first and then watch them. Video files are typically very large and those with standard dial-up Internet connection would wait hours for files to download. With streaming video service, the video files are first encoded or digitized. Encoded files are then uploaded to multiple servers. When the user plays a video or listens to an audio file, a small part of the file is downloaded and then the file is "streamed" or delivered to the user as he or she is watching or listening. We offer live streaming video which is a live event - which means it can only be viewed or listened to during the actual broadcast time.

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2. What browsers can I use to view my Tender Tidings streaming video?
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   The Tender Tidings live streaming video service supports Internet Explorer 5 and higher, Netscape Navigator 6 and higher. If you encounter problems with an earlier version of your browser, the browser should be updated to facilitate the live streaming video service.

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3. Does Tender Tidings provide quality of service (QoS) support for streaming video?
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   Yes. However, video streaming is inherently resistant to quality problems caused by network latency/delays. Recognizing that network delays are an everyday issue and can cause poor video quality, streaming video uses buffering protocols to ensure consistent and reliable video delivery.

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4. Can I use your video products with my Macintosh?
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   Yes. Tender Tidings will work on Macintosh and on several other platforms, but functionality may be limited when using certain combinations of operating system and browser.
   
   To use the Safari browser (version 2.0 or later) you need Mac OS X 10.4.4 or later. For earlier versions of the Safari browser, most products can be configured to show single snapshots (still image).
   
   Other browsers that can be used, on, for example, Mac OS X 10.3.x, are Firefox 1.0 or later, and Mozilla version 1.7 or later. For more information about limitations that apply to usage of these browsers see:
   
   Note: With Internet Explorer, the video may start blinking, which is why it is not recommended to use this browser on a Macintosh.

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5. Must I use the Axis 207w camera for the Tender Tidings site?
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   Yes. Tender Tidings determined that the Axis 207w offers the best image quality in its class, providing excellent image quality also in low lighting conditions. It also provides the best bandwidth efficiency, thanks to its MPEG-4 implementation that includes motion estimation. Simultaneous MPEG-4 and Motion JPEG allow systems to be optimized for both image quality and bandwidth. The built-in microphone enables remote users to not only view, but also listen in on an area and increase the monitoring options.

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6. Can the Axis camera be moved from room to room?
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   This camera can be placed where it is needed. It comes with both wireless and Ethernet network interface for flexible installation. It supports the WPA (Wi-Fi Protected Access) and WPA2 protocols to provide the best security measures for wireless networks. The high performing wireless transmission with a wide coverage range gives users the freedom to place the camera where it is needed, instead of where the network outlet is. It also has a built-in Web server for connectivity via a standard browser on Windows or Mac. (See PC Magazine, www.pcmagazine.it, November, 2006. The AXIS 207W Wireless Network Camera has been recognized with the PC Magazine Recommended European VNU LABS award.)

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7. Can the person viewing the streaming video talk to the people in the room being viewed?
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   No, audio support is only one-way.

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8. Where are my video images stored?
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   As a safety feature, Tender Tidings does NOT store, save, or retain any of your video images.
   
   If you would like to archive your own video, you may want to purchase software that will record streaming video. We recommend WM Recorder at www.wmrecorder.com.

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9. What are my minimum computer system requirements for streaming video?
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   Most computers in use today will meet our minimum system requirements. If you don't know if you meet them, please contact us and we can help you figure it out. Basic requirements are: Windows 2000 or later version (as of September 2007, this would also include Windows XP and Windows Vista), 256 MB of RAM and 1 MB of available disk space. The interface is browser based, and requires only a broadband internet connection, and a router with at least two available ports. [Note: this information taken from ATT Remote Monitoring FAQ (but for PC only) – may need to revise]

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10. Will Tender Tidings work with my dial up account?
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    No. Tender Tidings requires a broadband Internet connection and a wireless router.

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11. Do I need to leave my computer on in order to view the video when I am away from home?
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    No. Tender Tidings operates through your wireless router.

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12. How do I prevent someone from viewing my camera?
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    Tender Tidings is a secure hosted service, but to prevent unauthorized use, never give out the IP address of your camera and make sure you register authorized viewers (Guardians, Sub-Guardians, or Caregivers) within your account.

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13. Does the strength of my wireless router make a difference?
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    Absolutely. Think of cell phones. Some services and phones drop calls more than others. If you place your camera where the wireless router cannot send a strong signal, the Tender Tidings servicing will lose the wireless signal and drop the video stream periodically. The more powerful wireless router, the stronger the signal and the less 'dropped' video stream.

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14. How long does the set-up take?
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    Typically it takes anywhere from 1 to 2 hours.

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MEMBERSHIP QUESTIONS

1. How do I subscribe?
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   Go to Home and click JOIN.

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2. Do you require a one-year membership commitment?
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   No. Our clients can choose between a yearly and a monthly membership plan. We do offer a discount for those clients who choose the yearly membership plan.

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3. How do I install the streaming video software?
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   As soon as you receive your camera, email us at customerservice@tendertidings.com to schedule your set-up appointment where one of our friendly Customer Support Representatives will remote into your computer in order to personally walk you through the simple, step-by-step installation process.

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4. What if I am not happy with the Tender Tidings products or services?
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   We will do whatever it takes to try to make our clients happy and satisfied with our products and services. In the event, however, you are dissatisfied for any reason with our products or services, you can terminate your membership at any time.

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5. Can I subscribe without purchasing the camera?
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   No. In order for Tender Tidings to work as it is intended to work, the Axis 207W camera must be purchased from Tender Tidings which includes our professional installation instruction and additional security safeguards.

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6. Is my billing information secure?
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   Yes. All pages that allow you to view or edit your personal information are served using a secure Web server. Additionally, Tender Tidings handles your personal information with utmost care and consideration for your privacy. For details, please review our Terms of Service and Privacy Policy.

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7. What if I need customer support?
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   You are welcome to call us at any time at (940) 229-4601. You may also email us at customerservice@tendertidings.com. Someone will be paged, and we will email you or call you as soon as possible, but in no event any later than the following business day.

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8. Will you share my email address with anyone else?
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   Absolutely not. We value our customers’ privacy as much as we value our own. We do not share, rent, pawn, trade, or otherwise give your email address to anyone unless required to by law or as set out in our Privacy Statement.

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9. Why does a charge for my subscription fee appear twice on my credit card statement?
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   *Important information for Debit Card users* If you are paying for your monthly subscription fees using a Visa or Mastercard debit card that draws directly from your checking account, the double charges you are seeing on your statement are most likely the result of our pre-authorization process. In order to ensure that your subscription fee is correctly debited from your account and that your subscription service continues uninterrupted, our billing system sends out what is called a pre-authorization in the amount of your subscription fee 5-6 days before your scheduled billing date. This pre-authorization puts funds in the amount of your subscription fee on hold in your account, making them unavailable for other uses. The primary reason for the pre-authorization process is so we can notify you that your subscription is in danger of being suspended before your billing date arrives. If your actual subscription charge were to fail, your account would be suspended. Remember: If you are using a debit card, the funds for your subscription charge must be available in your account 7 days before your billing date.

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10. Can I change my account password?
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    Yes. Once you log in, simply click on "Change Password" in the Management Console. Enter the existing password once, and the new password twice, and click "Save."

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11. What if I lose or forget my password?
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    Simply click "Client Login" and then click "Forgot your password?" An automatic email will be sent to your account email address with your new password, which you can change as described above.

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12. If I make someone a Sub-Guardian or Caregiver but later wish to remove them from my Tender Tidings account, can I?
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    Yes. The Guardian has control over who has access to the Tender Tidings account. You can delete a Sub-Guardian or Caregiver at any time through the Users Management tool.

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