Find the answers to frequently asked questions here

  • General questions about SmartLife Care

    Which emergency call device and which subscription is right for me?

    SmartLife Care allows you to put together a solution that suits you. Simply select the appropriate device and subscription to meet your needs and wishes. We’d be happy to advise you via our free hotline, 0800 84 37 27.

    For how long is my alarm unit under warranty?

    3 years, if you purchase your alarm unit (alarm buttons excluded). With rental, the warranty lasts as long as the subscription. The warranty does not cover mechanical damage such as defective housings or water damage.

    Is there a money-back guarantee?

    Goods purchased online have a 14-day money-back guarantee. They must be returned in their original packaging.

    How can I trigger an alarm?

    Activate the pendant or the alarm unit by pressing the button for two seconds. With Allegra and Voce, you can trigger the alarm by your voice ("Sara, alarm!"). Your alarm unit starts beeping and the alarm is started. A triggered alarm cannot be stopped, but does not result in additional charges.

    Where can I buy an alarm unit from SmartLife Care?

    You can purchase the alarm units online on our website or by telephone via the free hotline on 0800 84 37 27 – or at a Swisscom Shop or specialist dealer. Rental devices can only be obtained through the website or free hotline.

    What is the transition to ALL IP? Why might my old Swisscom TeleAlarm no longer work?

    Why is it necessary to switch – doesn’t the telephone still work well?

    Landline technology is more than 100 years old and is no longer able to keep up with the requirements of new devices. With the transition to ALL IP, a landline telephone will use the same technology as the internet. Conventional landline telephony has reached the end of its life. As a result, the number of replacement parts is decreasing and the technology can no longer be maintained in the medium term. This also applies to TeleAlarm.

    The transition affects not only voice telephone services, but also sensors and error messages from various systems (such as cooling units, machinery and pumps).

    IP stands for ‘internet protocol’. It is the basic ‘language’ of all modern communication networks.

    Whether a TeleAlarm will still work depends on various factors. Those factors are not always the same. The reception of emergency alerts cannot be guaranteed. For example, TeleAlarm will not work during a power outage. A modern receiver may also not be able to ‘understand’ an emergency call from a TeleAlarm, which means the alarm signal will not be transmitted and so a relative will not be reached. As a result, the TeleAlarm no longer fulfills its purpose, which is why Swisscom made the right decision to take it off the market.

    What is planned from 2018?

    Swisscom has already begun the process of converting the outdated infrastructure to IP in certain areas. From 2018, the complete conversion of customer lines to IP will take place in larger regions in Switzerland, in order that the old network infrastructure can be dismantled. With this transition, these regions will benefit from cutting-edge communication options. Swisscom began with the four large regions Solothurn/Biel/Jura, Schaffhausen/Winterthur/Frauenfeld, Balsthal/Olten/areas in Aargau/Oberaargau and the greater area Rapperswil/Jona/Glarus. The remaining regions are the subject of current planning and will be announced in due time.

    Can I connect more than one alarm button?

    With the Mini and Flex solutions, up to five alarm buttons can be connected; with Genius and Allegra, up to 99 are possible.

    Are there additional sensors such as smoke alarms, flood alarms and fall detectors?

    Yes, such sensors are available. For instance, the fall detector for Mini, Flex, Genius and Allegra. With Genius and Allegra, up to 99 additional sensors can be connected.

    Can I bring my SmartLife Care alarm unit to my holiday home?

    The alarm units have been designed and tested for use in Switzerland and Liechtenstein. In these two countries, you can bring your units along and connect them without any problem. In other countries, there is no guarantee that they will work, and arranging for assistance can also be very difficult depending on the destination. We therefore recommend obtaining travel insurance before travelling abroad.

    What is the ‘day alarm’ in the Genius and Allegra solution?

    This is an additional function. The alarm has to be triggered and received once a day; otherwise the alarm is automatically triggered. You can activate the daily alarm in the customer centre.

    Can I call my emergency call device directly?

    Yes. You can take the call by pressing the device’s emergency call button or alarm button.

    What is the costumer centre?

    In the customer centre (www.smartlifecare.ch), you can register devices, view alarms, and change alarm contacts, your information, your technical contact and any notes. The daily button can also be changed and other useful functions accessed. For the Flex and Mini, GPS coordinates can be viewed and the device search function activated. For Allegra, favourite radio stations, the colour of the ambient light and the voice control can all be changed.

  • What happens if I trigger an alarm?

    With the Basic subscription?

    • The telephone of the selected contact person rings. If the person picks up, they hear the announcement ‘emergency call from Mr Example’.
    • Your contact person presses the 5 key to confirm the call. Then you can speak. If no one picks up or the call is not confirmed, the alarm unit attempts to reach the next of up to a maximum of 10 contact persons. The process is repeated up to five times.
    • If no one is reached, an SMS or email is sent to all stored contacts notifying them that an alarm has been triggered.

    Tip: It’s a good idea to have your contact persons save the telephone number of the unit.

    With the Comfort subscription?

    • The telephone of the selected contact person rings. If the person picks up, they hear the announcement ‘emergency call from Mr Example’.
    • Your contact person presses the 5 key to confirm the call. Then you can speak. If no one picks up or the call is not confirmed, the alarm unit attempts to reach the next of up to a maximum of 10 contact persons.
    • If no one picks up, the 24-hour emergency call centre is then called. The call centre talks to you about what type of help is required. Depending on your wishes, a relative or neighbour can be notified – or professional help is provided if necessary. We’ll stay on the line until help arrives. Our assistance is personal. But we always ensure that someone will visit you personally whenever needed, even if you can’t speak.

    Tip: It’s a good idea to have your contact persons save the telephone number of the device and the number of the emergency call centre (044 655 15 00) in their contacts.

    With the Professional subscription?

    • You’ll be connected with our 24-hour emergency call centre immediately. 365 days a year. We see who triggered the call based on the incoming signal.
    • The call centre talks to you about what type of help is required. Depending on your wishes, a relative or neighbour can be notified – or professional help is provided if necessary.
    • We’ll stay on the line until help arrives. Our assistance is personal. But we always ensure that someone will visit you personally whenever needed, even if you can’t speak.

    Tip: It’s a good idea to have your contact persons save the telephone number of the emergency call centre (044 655 15 00) in their contacts.

    How does the localisation function work?

    GPS coordinates are sent via email or SMS to the contact person who receives and confirms the call. During the call, they will receive the GPS coordinates of the last position, followed by the current position. Please note that GPS coordinates cannot be sent to landline numbers and can only be determined when outdoors. If you are inside a building, your contact persons will generally receive the coordinates with a specified margin of error. This localisation is done using the mobile phone network and therefore only provides approximate results. The GPS coordinates can also be requested in the customer centre or via the free hotline, 0800 84 37 27.

  • Questions about subscriptions, management and costs

    How can I change my contact persons?

    In the customer centre, you can change the telephone numbers of your contact persons, your personal information and your settings, or activate additional services, at any time.

    Can I switch my subscription?

    Can I transfer my subscription to someone else?

    Yes, you can. Notify us of the change in writing via email to support@smartlifecare.ch or post to:

    SmartLife Care AG
    Zürichstrasse 38
    8306 Brüttisellen

    I have bought an alarm unit and now wish to discontinue my subscription.

    You can discontinue your subscription at any time with a 30-day notice period to the end of a month – via email, via post or through the free hotline on 0800 84 37 27. SmartLife Care does not apply fees for initiating or discontinuing the service.

    I rented my alarm unit and would now like to discontinue my subscription and return the unit.

    You can discontinue your subscription at any time with a 30-day notice period to the end of a month – via email, via post or through the free hotline on 0800 84 37 27. SmartLife Care does not apply fees for initiating or discontinuing the service.

    Rental alarm units must be returned to the following address.

    DHL Logistics (Schweiz) AG

    SmartLife Care Retouren

    Luterbachstrasse 1

    4552 Derendingen

    You can contact our customer service (free hotline 0800 84 37 27) and we will send you a postage-paid return label.

    Please retain the receipt of the posted package for tracking purposes. Rental alarm units may not be returned to Swisscom Shops. The customer is obliged to return the device undamaged within 10 days to SmartLife Care Ltd. If the customer does not fulfil this obligation, SmartLife Care Ltd reserves the right to invoice the customer for the unreturned alarm unit.

    How does the billing work?

    You choose billing on a three-month or six-month basis. We’ll waive your first, or current, month’s subscription fee. Charges will only begin to apply starting on the first of the following entire month. The termination notice in all cases is 30 days.

    Do any charges apply if I trigger an alarm?

    There are no additional charges for calls or triggered alarms. Costs for services provided by professional emergency services – e.g. ambulance or fire brigade – are charged to you. These additional costs are often covered by your health or other insurance.

    Does health insurance cover some of the costs?

    Depending on the intended use and your level of insurance cover, some insurance companies will cover part of the cost for your alarm unit. Consult your doctor or health insurance for more information. Pro Senectute and the Supplementary Benefits office in your canton are also happy to provide information.

    In cases of dire financial need, we recommend submitting a request for financial support to the Hatt-Bucher-Stiftung. The request can be submitted through Pro Senectute or other social counselling agencies.

    Is there a discount for recipients of Supplementary Benefits?

    Yes. If you receive Supplementary Benefits (SB), you will receive a 50% discount on the monthly subscription fee. The discount does not apply to the purchase price of the device or the one-time provision fee for rental devices. In cases of dire financial need, we recommend submitting a request for financial support to the Hatt-Bucher-Stiftung. The request can be submitted through the Pro Senectute or other social counselling agencies.

  • Questions about activation, technology and security

    How do I activate my alarm unit?

    1. Connect it

    Mini / Flex: Connect your Mini or Flex to the power outlet and charge the unit for 4 hours until it is fully charged. The green LED display remains illuminated until the battery is fully charged. During operation, the green LED blinks regularly.

    Genius / Allegra: Turn the switch for the emergency battery to ‘On’. First connect the power cable to your Genius / Allegra unit and then connect it to the desired main supply outlet.

    2. Register

    Register your SmartLife Care emergency call device on our website, via post with the enclosed registration card or by telephone on our free hotline on 0800 84 37 27. If you ordered your alarm unit online and have already entered your personal contact persons, you can skip this step. Activation can also be performed by a specialist retailer. 

    3. Test

    After registration, your SmartLife Care alarm unit is ready for use and is remotely monitored by us. Test your device with a test alarm at least once a month. There is no additional charge for this test alarm.

    How reliable is SmartLife Care?

    You benefit from maximum security thanks to the superior quality of the Swisscom network. The data is transmitted via modern 3G/UMTS/HSDPA networks. Your data is stored in highly secure Swisscom data centres in Switzerland.

    What happens if power is lost?

    The Genius and Allegra feature an integrated emergency battery and can withstand power outages of up to 24 respectively 18 hours. The Flex and Mini systems have a battery with an approximate runtime of 24 hours.

    Who can I contact if my alarm unit is defective?

    Our customer service will be happy to assist you. You can reach us on the free hotline on 0800 84 37 27 or via email to support@smartlifecare.ch.

    Can I change the battery in the alarm button myself?

    The service life of the battery in the alarm button is roughly 5 years. After that, the alarm button must be replaced. For reasons of quality – water-resistance, for example – the battery cannot be replaced by the user.

    How are the Genius and Allegra technically monitored?

    Our servers monitor the following parameters around the clock:

    • Working condition of the Genius / Allegra (real-time check)
    • Connection to a 230 V power outlet
    • Battery charge level in the Genius
    • Battery in the alarm button
    • Battery of any other sensors

    How are the Flex and Mini technically monitored?

    Our servers monitor the following parameters every 2 hours:

    • Working condition of the Mini/Flex
    • Charge level of the battery in the Mini/Flex
    • Battery in the alarm button
    • Battery of any other sensors

     

Free hotline 0800 84 37 27

Daily from 6:30 am to 8:00 pm.

We're happy to assist you.

Our address
SmartLife Care AG
Zürichstrasse 38
8306 Brüttisellen