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Providers often need answers about data sovereignty, security protections, and business continuity - for tenders, audits, or their own governance. This page covers the most common questions.

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Where is client data stored?

All client data is stored on-shore in Australia. Production systems are hosted in Sydney data centres, with backup replication zones in Melbourne. Client data does not leave Australia unless explicitly agreed in writing.

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What protections are in place against cyber attack?

Visualcare uses a defence-in-depth approach, including:
  • Secure, hardened cloud infrastructure
  • Encryption of data at rest and in transit
  • Strict access controls and role-based permissions
  • Multi-factor authentication for administrative access
  • Continuous monitoring, logging, and alerting
  • Regular security patching and updates
  • Secure backups stored separately from live systems
These controls are designed to prevent unauthorised access, limit the impact of any incident, and support rapid recovery.

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Does Visualcare hold cyber insurance?

Yes. Visualcare maintains cyber insurance coverage to support incident response, remediation, and recovery in the event of a cyber security incident.

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What disaster recovery documentation exists?

As part of disaster recovery and business continuity planning, Visualcare maintains documentation covering:
  • Core systems and infrastructure
  • Hosting and infrastructure providers
  • Backup and recovery procedures
  • Incident response and escalation processes
This documentation is reviewed twice yearly and updated as systems evolve.

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Who do we contact in an emergency?

In the event of a natural disaster, system disruption or outage, or security incident, contact Visualcare Support through your normal support channels. Critical incidents are escalated internally to senior engineering and leadership teams immediately.

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Can information be accessed if the system is unavailable?

If the system is temporarily unavailable, the daily roster send feature provides manual access - it emails rosters every morning. Data is protected by frequent backups and is recovered to the most recent backup point once service is restored.
Turn on the daily roster send before you need it. It doubles as your offline copy of the day’s rosters during an outage.

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How often is data backed up?

  • Automated backups run twice daily
  • Backups are retained securely and separately from live systems
  • Recovery procedures are tested to confirm data integrity and reliability

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Running into issues?

See General troubleshooting for common errors and fixes.

User group security

Configuring permissions for user groups in Visualcare

SSO setup

Set up single sign-on for your organisation