Frequently Asked Questions

    Product:

    • How do I set it up? Turn Syfer on and off? Control my Syfer service?

    • To set Syfer up, simply plug Syfer in between your modem and router and you are ready to go. Syfer can be turned on/off, customized, and controlled using our mobile app available in the Apple App Store and Google Play Store (available prior to order fulfillment).

    • How does the device connect to the app?

    • Simply enter your serial number into the app during device installation.

    • Will there be updates available through the app?

    • Syfer updates itself. Set it and forget it!

    • How many devices can I use with Syfer?

    • Unlike many other products on the market, Syfer does not limit the number of protected devices in your network. Most traditional VPNs work on a ‘per device’ license basis and require a software download. Because Syfer sits between your modem and router, it will protect every device in your home or business - no need to install software. One Syfer. Unlimited protection.

    • What speeds will Syfer support?

    • We spared no expense in creating our hardware. Syfer’s gigabit ethernet will allow for an uninterrupted online experience and will not bottleneck the network speed for the majority of the users. Currently, you can download at speeds of up to 350 Mbps.

    • What is a VPN?

    • A Virtual Private Network (VPN) allows users to secure their network traffic when communicating over an unsecured network such as the Internet. The VPN provides a secure mechanism for encrypting and encapsulating private network traffic while in transit. Data becomes encrypted and anonymized so that even if the traffic is intercepted, it is indecipherable to the third party. That means that internet companies, marketers, and cybercriminals don't know the origin, destination, or content of your online activities.

    • How is Syfer different from a “traditional” software VPN?

    • Where do we begin? Syfer offers much more than a traditional VPN software. In addition to the privacy protection offered by a traditional VPN, we also provide online security, IoT protection, ad-blocking, parental controls, and more. Also, with a traditional VPN you will run into content blocks with streaming services like Netflix, Hulu, and Amazon Prime Video. Not with Syfer - our intelligent routing technology routes that traffic around the VPN to make sure that your online experience is as seamless as is possible. Additionally, most traditional VPNs work on a ‘per device’ license basis and require a software download. That creates problems for IoT devices that are incapable of downloading VPN software like your home camera, smart TV, or Alexa. Syfer will provide protection to every device in your network - no need to pick and choose which devices to protect. Plus, most VPNs will slow your connection down significantly. Syfer is designed around encryption performance, meaning you will not experience any slowdowns with Syfer.

    • What are your logging and tracking practices?

    • Your privacy and security are our #1 priority. For a detailed discussion of our practices, please refer to our Privacy Policy.

    • Is Syfer compatible with my ISP-provided modem/router combo box?

    •  We have yet to find ISP-provided equipment that is incompatible with Syfer. That said, certain types of equipment come with default firewall settings that may interfere with some Syfer services. In such rare cases, we will publish detailed instructions on how to resolve the issue.
    • Where feasible, we discourage users from using ISP-provided boxes for a number of reasons:
    • Money: Most ISPs charge you a rental fee for the equipment. You could be paying more in one year of rental fees than it would cost to replace the device with a superior product.
    • Privacy: Combining your Wi-Fi router with the modem allows your ISP to monitor your internet activity in much greater detail. By allowing your internet company access to your home network, they can (with shocking detail and accuracy) track each individual's activity separately in the household. Separating the modem from the router, and installing Syfer in between, breaks the hold that your ISP has over your data and makes your information private once again.
    • Wi-Fi Speed: Often, ISP-provided equipment is a refurbished or recycled device from previous customers. These devices frequently use older wireless technologies, resulting in a subpar internet experience. We believe that ‘one size fits all’ should not apply to Wi-Fi routers - a large two-story home may need a mesh Wi-Fi to provide seamless coverage while a small Wi-Fi router would be enough to cover a cozy apartment.
    • Freedom: Explore your modem and router options, read reviews, and make an educated decision. Don’t overpay for a sub-par product. Support your favorite vendor.
    • Our recommendation is to ask your ISP if owning your equipment is an option. We understand that certain providers force customers to use their specific equipment. If that’s the case, no problem. You can still protect your privacy and security - simply purchase a Wi-Fi router, install Syfer between your ISP-provided box and your new Wi-Fi router, and voila!

    • Some router options to consider:

    • Large home or office: Netgear Orbi Whole Home Wi-Fi System
    • Medium-sized home or office: Apple Airport Extreme, NETGEAR Nighthawk X4S
    • Small apartment: NETGEAR Nighthawk S8000, ASUS AC1900

    • Is Syfer compatible with my mesh Wi-Fi router?

    • Syfer works with all Wi-Fi routers. Some advanced routers are equipped with security features that may interfere with certain Syfer services. If you have questions about a specific Wi-Fi router, please leave us a comment and we will review the compatibility for you.

    • How does Syfer keep me private while allowing me to stream online?

    • Syfer offers multiple options for users. With our "seamless" offering, Syfer detects and bypasses the encrypted streaming traffic (such as Netflix). As a result, this traffic will be visible to your internet provider. That is the trade off for having access to services such as Netflix, that would be blocked otherwise. For our most privacy-conscious users, there is an option to not bypass any traffic.

    • I have antivirus software - why do I need Syfer?

    • We believe in the concept of Defense in Depth for protecting users’ data. Syfer provides web filtering, botnet detection, and data encryption for data in transit. While we don’t discount the value of antivirus, we believe your IoT devices remain unprotected against cyber threats when you rely solely on antivirus software. Syfer provides blanket security and privacy protection for everything in your network - your Nest thermostat and your iPad alike! Syfer allows you to be proactive about protecting your network, rather than reactive in cleaning your network once a problem presents itself.

    • When I search for a product online, I keep seeing ads about the same good/service for a long time. Can Syfer stop that? What about YouTube ads?

    • Syfer blocks visible advertising content as well as the invisible ones that are designed to track your activity online. These digital footprints are sometimes used for marketing and other times for malicious purposes. As long as Syfer’s ad-blocking is active, you will be shielded against such adware and malvertisers.

    • Can my children bypass Syfer’s parental controls?

    • The only practical way to bypass Syfer’s parental controls is by removing it from the network - ie. unplugging it. If this happens, the system admin will be notified via email and mobile app push notification. Of course, in the computer networking world, nothing is impossible, but we have put extensive controls and detection mechanisms in place to make circumvention virtually impossible for children. If you find your child bypassing Syfer, give us a call - we are always looking for great talent to hire!

    • Have you conducted independent penetration testing on Syfer? If so, can we see the results?

    • Our infrastructure, mobile app, and Syfer device are undergoing thorough security code review (aka SAST review), as well as Dynamic Application Security Testing (aka DAST scan) on a regular basis. We also work with a third-party security research firm to conduct penetration testing on our attack surfaces. For obvious security reasons, we cannot publish the test results. However, we will obtain certifications from third-party auditors to back our claims.
    • We don't believe that anyone is invincible - not even Google or Facebook. However, we are making every effort to identify potential security gaps early in the SDLC (Software Development Life Cycle) process and address them ASAP. Additionally, we will work with the community of security researchers to help identify any vulnerability that goes unidentified in our external software stack. This is just another effort to assure us, and our user community, that the security of our products is not taken for granted

    Customer Service:

    • What happens when my service package expires?

    • As a backer through Indiegogo, you will receive your Syfer hardware plus one of our varying service packages (depending on the option that you select). If you do not opt for our “Lifetime” package, you will be charged $9.95/mo. after your first year of service - a savings of 33% versus our expected retail of $14.95/mo.

    • What is your refund policy?

    • See these steps on How to Request a Refund. Also, you can contact us at [email protected] Refunds are processed on a case-by-case basis; at some point, we will need to lock refunds in order to go into production & shipment. We will not be able to refund orders once they've shipped.
    • How does your “Lifetime” package work? Is it tied to the person? What about hardware upgrades in the future?

    • Yes, the special limited offering of “Lifetime” membership packages is exclusive to Indiegogo and the offer is tied to the purchaser. As a special thanks for being an early supporter of our company, we are offering FREE hardware upgrades upon request when the technology in our original Syfer requires it.
    • What is your return / exchange policy?

    • Syfer is warranted for one year after the date of purchase. If your device is not working, please contact us at [email protected] to process an exchange.

    • How do I upgrade my pre-order?

    • How do I choose more than one reward?

    • To get more than one perk, please make a new contribution for each perk.

    • How can I check the status of my pre-order?

    • By pre-ordering through Indiegogo, you automatically have an account created. Log back into Indiegogo using the email you used to pre-order to verify your information.

    • Why do I have to wait for the product?

    • This is not just pre-orders: You're helping to build a solution, and we need to know how many to make before we can start production. Syfer is the first of its kind, and you'll be so glad you didn't settle for a subpar service. We will send you updates while we work to bring Syfer to market.

    • What are the risks & challenges of getting the device today?

    • While the technology behind Syfer has been developed and tested in multiple rounds, there are many factors that go into delivering a final device to your doorstep - many outside of our control - such as time requirements for certifications, components from chip manufacturers, problems that may arise from international political situations, etc. We will do everything in our power to meet our commitments, but as with any new consumer device, there is always a risk that a situation outside our control will occur that would prevent us from delivering your purchase on our planned timeline.

    • If I have other questions, who should I contact?

    Shipping:

    • When does shipping begin?

    • Shipping will begin in April 2019.

    • When can we expect Syfer to reach our doorsteps?

    • Orders will begin arriving in May 2019.

    • Where does it ship?

    • Syfer is available worldwide - certain countries prohibit VPN services and Syfer may not function optimally in those locations.

    • How much is shipping?

    • Shipping is free to the U.S. and Canada. Shipping will cost $20 for one Syfer and $30 for two Syfers outside the U.S. and Canada.

    • I'm interested in a distribution partnership.

    • Do I have to pay VAT / GST?

    • Yes - for countries outside the US, depending on your location, you may have to pay VAT/GST.