FAQs

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Software

Is CareKernel Software SaaS?

Yes, CareKernel Software is SaaS.

SaaS is a method of software delivery that allows data to be accessed from any device with an internet connection and a web browser. In this web-based model, CareKernel host and maintain the servers, databases, and the code that makes up CareKernel Software.

Single or Multi-Tenant Infrastructure?

Our Software uses a multi-tenant SaaS approach. Multi-tenancy refers to a principle in software architecture where a single instance of the software runs on a server, serving multiple client organisations (tenants). Multi-tenancy contrasts with multi-instance architectures where separate software instances (or hardware systems) operate on behalf of different client organisations. With a multi-tenant architecture, a software application is designed to virtually partition its data and configuration, and each client organisation works with a customised virtual application.

Some of the more prominent benefits of this architecture include:

Greater scalability – capacity can be more rapidly increased, and when new hardware or processing power is added, the entire customer base benefits.
Improved performance – since just one technology stack must be monitored, it is easier to detect and correct performance problems.
Lower subscription fees – with multi-tenant, the vendor benefits from the economy of scale, which translates to lower subscription fees.
Better service – with only one platform to administer, vendors can provide more responsive services, for more rapid troubleshooting and problem resolution.
Faster upgrades – because there is just one single, centralised place to go to make enhancements, new software versions or patches can be deployed more rapidly.

Do we need to Host this Software on our premises

No, you don’t have to. CareKernel is a Hosted Solution. You pay for the usage. All the hosting and maintenance is done by our expert team.

Is My Data Secure?

CareKernel is hosted on AWS with strong industry standard security encryption. We use Secure Socket Layer (SSL) for your browser’s communication with our Servers. So, any forms you submit or any documents you upload are encrypted on the way. Also, our data is stored in Australian Data Centres only.

Partnership with AWS offers ready-build security to protect data

Our partnership with AWS ensures our secure environments meet the highest standards for security, resilience, uptime, and scalability. AWS features ready-built security services that are implemented at the click of a button. This allows you to leverage what AWS is already doing more quickly and affordably. AWS helps protect your data, accounts, and workloads from data breaches through cloud encryption.

Our clients take comfort in knowing that we’re very aware of cybersecurity threats and are vigilant in keeping their data secure with proven security measures such as AWS and regular third-party audit validation assessments.

Outdated and legacy software leaves systems and data especially vulnerable to cyberattacks. Modernising your software puts you in a more secure position to mitigate risk while optimising your workflows.

Is Multi-Factor Authentication(MFA) available on CareKernel to harden Security?

Yes, CareKernel offers MFA to facilitate security hardening.
Global threat landscape continues to evolve, it’s important for CareKernel users to understand and embrace MFA to avoid attacks that can cripple their business and exploit users

Traditional MFA is incredibly effective in preventing hacking attacks, but it comes with a usability cost, since it requires additional steps that a user must complete in order to continue with the interaction.
CareKernel doesn’t enforce use of MFA, however encourages the use of MFA to secure user access.

What protections does CareKernel Software use to protect our data?

CareKernel’s SaaS software is hosted on the AWS Cloud in Australia.

AWS (Australia) invests heavily in securing its infrastructure, which is designed to keep your data secure throughout the entire information processing lifecycle. The security of this infrastructure is designed in progressive layers:

Operational Security
Internet Communication
Storage Services
User Identity
Service Deployment
Hardware Infrastructure

For more information please read AWS Cloud Security Overview.

All application development takes place out of Australia. In an effort to prevent breaches or theft and ensure that only authorised users have access to your application and related data at all times, and our cloud provider AWS has put the following safeguards in place:

Criminal background checks for all employees
Restricted access through keycard entry and monitoring.
Locked, climate-controlled Server rooms operating with
Uninterruptable Power supplies and redundant internet connections.
24/7 recorded video monitoring of all facilities.
Encrypted connections between our facility and Azure’s Cloud Services.
Restricted access to consumer data.
Technology-leading hardware firewall with intrusion detection and protection.

Can I get a copy of my data?

CareKernel understands the need of data requests due to the dynamic nature of businesses. The data, however, is typically yours to keep.

CareKernel prepay their data center hosting company to “keep the lights on.” This prepaid fee is meant to safeguard you to ensure your data is accessible in the event data is required to facilitate your projects.

What are the internet and operating system (OS) limitations?

A good internet connection is the backbone for the success of any SaaS software like CareKernel. But unless your business resides in a remote location, your connection will be more than sufficient to utilise today’s SaaS systems.

While many believe on-premise systems to be more reliable, no system is fully immune to downtime. On-premise software is subject to electrical outages, hardware failures, and a range of other risks.

Beyond the internet connection, some buyers worry about compatibility with different operating systems. It’s unlikely you’ll need to consider OS compatibility—CareKernel Software Solution is delivered via standard web browsers and is fully OS agnostic.

What are the Data Retention & Ownership policies regarding our data and data portability?

All rights to your data are maintained by you. We provide you the ability to easily export your data and take it elsewhere, if desired.

Your contact data will never be shared with or sold to a third party, except for the limited purposes described in our Privacy Policy.
So long as your account is active, you have full access to your information, for viewing or transfer, at any time.
Information can be downloaded in a variety of popular formats upon request.

Considering Performance and Availability, How will CareKernel maintain the continuity of our service, specifically with regard to uptime and disaster protection?

AWS designs and builds its own data centers, which incorporate multiple layers of physical security protections. AWS additionally hosts some servers in third-party data centers, where they ensure that there are AWS-controlled physical security measures on top of the security layers provided by the data center operator.

Support

What type of support is included with this Software?

To assist in your ongoing success, CareKernel provides the following support services to our customers:

Flexible support options – web, email and phone.
Support during standard business hours – Monday through Friday, 9AM–5PM EST.
A skilled, well trained team of Tier 1 and 2 support professionals.
The ability to submit an unlimited number of support tickets, at no additional cost.

Considering Enhancements and Upgrades, How does CareKernel leverage the latest and greatest technologies?

We continuously adopts newest technology developments in order to evaluate on an ongoing basis what is beneficial and appropriate for both our products and our customers. As a result, we are able to offer:

Frequent enhancement cycles, with new features rolled out several times each year.
Upgrades that require little or no effort – and minimal disruption (usually during off-peak hours) – on your part.
A formal mechanism for gathering customer feedback and suggestions, and incorporating this feedback into product roadmaps.

From the view of Integrations, can we link to or share information with on-premise systems?

The solution uses open, standards-based application programming interfaces (APIs) to provide automation of the application. APIs are commonly used by developers to integrate capabilities into new web-based applications and existing business management systems.

How do I download the CareKernel app?

Search for ‘CareKernel’ in the App Store or Google Play and download to your device.
Tap ‘Browse’ from the home screen to access the settings menu, found in the top right corner.
Create your Acount.
Login by entering your email address and password to unlock unlimited access to the most advanced Service Worker Mobile App wherever you go.

What devices does the CareKernel app work on?

The CareKernel app is available for iOS and Android mobile devices.

Do I need to pay for the app?

No, you have unlimited access to the CareKernel app included in your subscription. All you need to do is login.

Is there a Test Environment for Provider Staff/Support Worker to undertake Training/Testing?

Yes, there is a dedicated Test Environment available on both WebUI and Mobile App upon request with the support team.

Is there a dedicated Mobile App for Testing

Yes there is a dedicated Mobile App for Testing which can be downloaded from the App Store and Google Play.

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Does Bulk Upload to PRODA for Payments require a new Provider Registration Number?

If you have not requested PRODA/NDIS to use the Bulk Upload payment function in the past, likelihood is that you will have to speak to the NDIS partner office operations to get this request sorted.

Below are the contact numbers for you to achieve the bulk payment process moving to avoid the warning message– “Use your new provider registration number for the new system”.

Dial Services Australia – 1800 700 199 (option 1) and tell them that your bulk payment uploads function requires you to have a new provider registration number for the bulk payment’s function to work.

Worst case, if you need connect with NDIS to get support on setting up your new provider registration number, then Dial 1800 800 110 (option 5)

We also recommend sending an email to enquiries@ndis.gov.au and proda@servicesaustralia.gov.au separately, to get a written response to get escalation after 48 to 72 hours’ time.

Subscription

What Subscription options are available?

Our goal is to provide convenient, flexible options to address the widest range of budget needs. Here’s how it works:

The service is made available to you on an annual, per user basis through an effective subscription mechanism. This avoids large upfront costs associated with on-premise installation.
Purchase only the number of seats you need each year.
Add or remove users on an annual basis as needed.

How do I purchase a subscription?

For more detailed information on how to purchase a subscription, please go to our Contact page and send us your requirements. One of our friendly team member will revert within 24 hours.

What are the Subscription Fee options - monthly/annual?

Once you select that subscription package 🎉 the pricing is monthly however paid on annual basis. Further details on pricing are available in the Master Subscription License.

How can I change or upgrade my subscription package or billing term?

To upgrade or change your subscription, please go to our Contact page and send us your requirements. One of our friendly team member will revert within 24 hours.

How do I update my contact, billing or payment details?

To update or change your details, please go to our Contact page and send us your requirements. One of our friendly team member will revert within 24 hours.

When does my subscription renew?

Our subscription packages are ongoing and automatically renew, there are three easy ways to find out the renewal date of your subscription.

Check the start date listed on your confirmation email you received at the beginning of your subscription.
please go to our Contact page and send us your requirements. One of our friendly team member will revert within 24 hours

How can I cancel my subscription?

We hate to see you go, but if you’d like to cancel your subscription you can do so at any time. Simply go to our Contact page and send us your requirements. One of our friendly team member will revert within 24 hours.

Please note that at least 72 hours notice is required in advance of your next billing date. The cancellation will become effective at the end of your current billing period, so you can continue to enjoy the full benefits of your subscription until then.

Your billing will stop from your next payment cycle upon cancellation.

As we only have a prepaid subscription, you will be refunded with a pro rata refund for the remaining period.

What is the cancellation and refund policy?

Please refer to our Master Subscription License which was provided to you when you started your subscription..

How can I compare other subscription packages?

To compare subscription packages, simply visit the Pricing page on the CareKernel website.

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