Terminating a SupportAbility S​ubscription

As SupportAbility subscriber, your organisation always retains full ownership rights over all of the data entered into SupportAbility, including any uploaded documents. 

The Termination Process

If an organisation chooses to cancel their SupportAbility subscription, the process is as follows:

  1. An Authorised Representative must contact SupportAbility to request a subscription termination by sending an email to support@supportability.com.au.  
  2. Providers will be sent and are required to complete and return the Subscription Termination Agreement form
    1. One of the following, Director / Chairperson of the board / CEO / Managing Director is required to nominate a termination date, as well as formalise and authorise the termination process.
  3. SupportAbility will Terminate the installation on the agreed Termination Date
  4. SupportAbility will provide access to data and document extracts and within 10 working days of the termination date:
    1. will send an email to the two Authorised Representatives containing secure web links to the archives (these links will remain active for a period of 30 days, during which time, the provider is responsible for downloading and verifying the contents of the document and data extracts)
      1. The data extract includes all the data extracted from your organisation's SupportAbility installation in SQL and CSV formats (the SQL will include the database schema),
      2. The documents archive includes all uploaded documents (including photos) uploaded to your organisations SupportAbility installation:
        • documents will be categorised and separated into folders based on the type of entity the document is attached to (e.g. client, incident, etc..)
        • the extracted document files will utilise a naming convention that provides reference to the SQL database record it correlates to:
          • Document file naming convention: [recordID].[originalFileExtension] e.g. 64684.pdf, and 
    2. will send the passwords for the archive links to the primary Authorised Representative via express post for security purposes
  5. Providers will need to download and verify the content of the data and document archives and communicate any issues as soon as possible
  6. Upon receiving confirmation that this data has been downloaded and verified, or after a maximum of 30 days after the archive links were provided, SupportAbility will securely destroy all copies of the data associated with this installation, and will have no further responsibilities for its storage. 


  • Data extracts do not include user monitoring logs or deleted records.
  • SupportAbility reserves the right to withhold final data extracts until all outstanding invoices have been settled.
  • Any support requested to be performed after the Termination Date, or additional data extracts will be undertaken at the sole discretion of SupportAbility, and if approved, will be chargeable at  standard support rates.

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