What happens during an appliance spare-swap

When your appliance has a confirmed hardware fault, we replace it rather than repair it on site — here's the process, the timing you're entitled to, and what happens to your data.

The timeline

1. Fault confirmed. Our team (or the appliance's own monitoring) confirms it's genuinely hardware. Your swap clock starts here — not when the courier feels like it.
2. Replacement allocated from the spare pool in your region and prepared for your clinic.
3. Courier dispatched. Tracking appears on your ticket automatically.
4. Technician installs and verifies. The changeover typically takes under 30 minutes. Verification means: the appliance shows as online under Settings → AI Appliance, its link to your server is secured with a certificate of its own (and the old unit's certificate is revoked), and a scribe draft arrives on a test consult.
5. The old unit leaves with the technician — see "Your data", below.

Timing: Standard tier — replacement installed by the next business day after fault confirmation. Metro Priority tier — within 4 hours, 7am–7pm, 7 days (Sydney, Melbourne and Brisbane metro). Your tier shows on your portal under Your plan.

Your data

This is the part practices worry about, so plainly:

• The appliance holds no patient record. Your clinical data lives on your practice server, in its database and object store, and is backed up there — nightly on a schedule or on demand, with each dump checksummed and kept by a separate backup custodian the server cannot delete from (KB-067 — Set up nightly backups, a second copy and a monthly restore drill). The appliance is the box that does the scribe's listening and drafting; it pulls audio for a consult, returns the transcript and draft to your server, and keeps nothing to restore. Nothing is stranded on the broken unit, and there is nothing to restore onto the new one.
• The old appliance is transported securely, wiped to forensic standard, and a data destruction certificate is issued — ask on your ticket if you'd like a copy for your own records. Units that can't be wiped (for example, a dead drive) are physically destroyed, with the same certificate.

What we need from you

• Someone who can let the technician into the comms cupboard.
• About 30 minutes of tolerance. Only the AI scribe is affected: consultations continue as normal with notes typed, and the technician will time the changeover around your bookings where possible.

Questions about a swap in progress? Everything lives on your ticket at support.curaeon.com.au, including live courier tracking. Urgent? Call 1300 XXX XXX.

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• KB-057 — Check appliance health and link security in Settings → AI Appliance, and revoke a certificate — Check appliance health and link security in Settings → AI Appliance, and revoke a certificate