Support
Documentation, downloads, warranty and a route to an engineer who has commissioned these systems.
Open a support case
For live sites. Include the site name, controller serial and firmware version and we will route it straight to an engineer.
Open a caseDownload centre
Firmware, platform releases, SDKs, datasheets, brochures and installation guides.
Browse downloadsDocumentation
Installation handbooks, commissioning checklists, API references and integration notes.
Read the docsWhat is covered, and for how long
All Xipheredge hardware carries a standard warranty from the date of delivery. Extended cover and next-business-day advance replacement are available through your integrator.
Warranty terms
| Readers & terminals | 3 years, return to base |
|---|---|
| Controllers & modules | 3 years, return to base |
| Cameras | 5 years, return to base |
| Sensors | 2 years, return to base |
| Advance replacement | Optional, next business day in supported regions |
| Software & firmware | Security updates for the supported lifetime of the model |
Certification for installers and operators
Installers who hold current certification get priority support, access to the partner firmware channel and evaluation hardware for qualified projects.
- Installer certification — cabling, commissioning, handover
- Administrator training — policy, credentials, reporting
- Operator training — alarm handling, escalation, evacuation
- Developer workshop — REST, webhooks and the device SDK
Report a vulnerability
We run a coordinated disclosure process. Send details to our security team and you will get a human acknowledgement within one business day and a remediation timeline within five.
Please do not test against a live customer site. Ask us and we will provide a test environment.
Before you open a case
Yes. Every reader speaks OSDP v2 Secure Channel and Wiegand, so it drops into most third-party panels as a standard reader. If you want the biometric matching and audit trail as well, our controllers can sit alongside your existing panel during a phased migration.
You choose. Templates can live on the controller inside your network, in a credential held by the user, or in your XipherCloud tenancy. Nothing is stored as an image: templates are irreversible mathematical representations, encrypted with AES-256.
Our AI engine authenticates in under 0.5 seconds with masks, glasses, beards and hard backlight, and is tested against ISO/IEC 30107-3 presentation attacks including printed photos, screens and 3D masks.
No. XipherOne on-premise and XipherCloud share the same hardware, the same credentials and the same policy model, so you can start on either one and move later without replacing a single reader.
The platform ships with consent capture, retention policies, per-user deletion and exportable audit logs. Deployments can be pinned to a data region, and we provide a data-processing agreement and a DPIA template with every project.
Every deployment includes commissioning, operator training and a warranty period. After that you can add an SLA-backed support contract with monitoring, firmware management and next-business-day hardware replacement.
Projects are delivered through certified system integrators and distributors. Tell us your location on the contact form and we will introduce the right partner, or work with the integrator you already use.
Yes. There are prebuilt connectors for common HR, directory and building management platforms, plus a documented REST API and SDKs so your team can automate onboarding and offboarding directly.
Need more information?
Tell us about the site, the doors and the standards you have to meet. A Xipheredge specialist will come back within one business day — no obligation.