Shepherd v2 FAQs

- Do my existing login details work in the new version?

For added security, you will need to re-register for the new version so your existing login details will not work, although you can sign up with the same details.

- Will my escalation settings be the same?

Escalation settings will remain the same but it requires each person on the escalation list to re-register.  After each user has re-registered, your escalation settings will be transitioned over

- Will my alerting models be the same?

Yes your alerting models will be transferred over.

- How will I receive and respond to an alert in v2? 

Alerts will be issued via text, email and phone call depending on the severity (this remains unchanged from v1).  

We believe the platform provides the necessary context needed to appropriately assess the risk and subsequently respond to an alert.  Therefore, the user interface is now the sole response mechanism. On receipt of an alert, you will be directed to the website to either close the alert; escalate the alert; or teach Shepherd to learn from the event.  

- Will all my historic data be available?

Yes, as previously, you will be able to access the last month’s worth of data.

- Can I still use v1?

No as we are decommissioning v1.

- When will I be migrated over?

We are conducted a phased migration between November 2019 and January 2020.  Your Account Manager will be in touch to arrange this with you.

- How do I update my sensor name?

Currently, any sensor name changes will need to be requested at [e-mail].  The ability to directly update the sensors will be coming soon as part of a wider administration function.

- How/who do I contact if I have a problem?

Please email [e-mail] to open a support ticket or alternatively, call 01491 739 015 (and press option 2) for Technical Assistance.