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: appliance online, your data restored, prescribing and claiming tested.
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:

• Your clinical data is not stranded on the broken unit. The appliance backs up continuously (every 15 minutes at most), and the replacement restores from those backups during installation — the technician verifies this before leaving.
• 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 — consultations can generally continue on paper for the changeover window, and the technician will time it 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.

Related articles

• KB-010 — Appliance status lights and what they mean — Appliance status lights
• KB-011 — Appliance appears offline — five checks before you call — Appliance appears offline: five checks