In our FAQ section, you will find a list of the most frequently asked questions and their responses. If you cannot find an answer to your question, please contact us.
FAQ
Frequently Asked Questions
In Italy, all our products are exclusively distributed by Sapio Life S.r.l.
To contact Sapio Life S.r.l. visit the website www.sapio.it or contact the Freephone number +39 800 830 005
Yes, because all our communicators are medical and electro-medical devices.
A Medical Devices is defined by its intended use. When a medical aid mitigates or compensates for a disability, it is, by definition, a Medical Device. Communicators are aids for temporary or permanent disability of expressive language and are therefore Medical Devices.
The prescription can only be made by a medical doctor accredited by the Ministry of Health, generally a child neuro-psychiatrist, neurologist, physiatrist etc. We recommend that you consult your specialist.
Generally, no.
We provide unlimited technical assistance. On the other hand, for creating preliminary AAC work, we recommend seeing a specialist in the sector.
Our aim is not only to provide a solution and a product, but a solution that is in agreement with what specialists say.
To request the personalisation of your communicator, contact our Help Desk on +39 0783 1925 671. Follow the voice instructions and select the option related to the communicator you wish to carry out personalisations on.
For all assistance requests, contact our Help Desk service on +39 0783 19 25 671 from Monday to Friday, from 09:30 to 12:30 and from 15:30 to 18:30.
On Saturdays and Sundays, we are available on +39 0783 19 25 673. Follow the telephone procedure to register an urgent assistance request.
Each request is processed by our Help Desk staff and forwarded to the first available operator, who will then contact you.
We guarantee reachability and support even outside of working hours, on +39 0783 19 25 673, for urgent requests only.
In general, the pointer’s precision is directly proportional to the quality of the positioning and the quality of the calibration. If you encounter difficulties accessing one cell but not another, the first thing to check is that the communicator has been positioned correctly, then repeat the calibration.
No, you only need to calibrate once. One calibration done well and carefully will allow you to make full use of your communicator without having to calibrate each time. Calibration is saved automatically.
No. Even if the calibration is bad, it is possible to use the communicator in the grids where the cells have a large enough area. To access the grids whose functions are more advanced, it is necessary to repeat the calibration.
Calibration is the process with which the pointer is calibrated based on the movement of the pupil and therefore of the gaze. During calibration, the gaze must remain as still as possible on the video feedback shown (the circle with the black-coloured centre). During calibration, it is recommended not to anticipate the movement of the gaze, even if you know that after the current point you should look at the next one; it is the calibration software that signals which feedback to look at.
There is no optimal or standard positioning. The communicator should be positioned according to the individual and not vice versa. Generally, it is convenient to position the communicator at a distance of around 60-70 cm from the individual’s face, with an incline as close as possible to that of the face, and in such a way that the eyes are in the same line on the monitor as the gaze.
In order to remove any dust that gathers on the monitor, and in particular, in the eye pointer, we recommend regularly cleaning the communicator. Dust or dirt in the eye guard can in fact make pupil recognition less effective. There is regular maintenance information in the manual (paper or digital) provided with your communicator.
When the communicator is not in use or turned off, unless it is on charge, we recommend that you disconnect it from the mains.
Every communicator has an LED that shows its charging status. The first pages of the manual describe which LED is shown during charging. Once recharged, the LED will switch off, and you can disconnect the power supply.
Before connecting a peripheral device to the communicator, contact our Help Desk service on +39 0783 19 25 671. We will check the peripheral device’s compatibility with the communicator, and proceed to install it. Compatible peripheral devices are shown in the user manual.