Backup & Data Responsibility

Customer data ownership

The Customer owns its business data. Installing or supporting Epicore does not transfer ownership of the Customer's business records to Epicore.

Normal data location

In the normal Epicore Business architecture, the operational customer database is stored at the Customer installation. Epicore HQ and the public website are not intended to hold or expose the Customer's full operational database merely because the Customer has a licence or subscription.

Customer backup responsibilities

Keep working backups on a schedule appropriate to the business.

Keep at least one backup separate from the main computer so a disk failure, theft or ransomware event does not destroy every copy.

Protect backup passwords/keys and restrict access.

Monitor whether scheduled backups actually complete.

Test restoration periodically rather than assuming a backup is usable.

Keep legally required source records independently of Epicore where applicable.

A practical backup pattern

Keep working data on your main system, a separate local backup for quick recovery, and a protected off-site copy for theft, ransomware, fire or computer failure. Choose frequency and retention to match your business risk. High-volume businesses may need more frequent backups.

A backup file on the same failing computer is not a separate recovery copy. Monitor completed backups and test that they restore successfully.

Before material support work

Before Epicore performs a material update, database repair, migration or other change that could affect data, Epicore should create or verify an appropriate backup and retain a reasonable rollback method where technically possible.

Restore testing

A backup is not considered fully verified merely because a file exists. The Customer should periodically perform or request a test restore appropriate to its business risk.

Customer mistakes and unauthorised changes

Epicore will reasonably assist with recovery where possible, but recovery from deleted data, unauthorised database editing, malware, failed hardware or incorrect Customer actions may be billable unless caused by a confirmed Epicore defect or included support work.

Cloud/third-party storage

If backups are stored with a third-party cloud provider, the Customer remains responsible for the relevant account, subscription, access control and recovery credentials unless Epicore has expressly agreed to manage that service.

Support copies and diagnostics

Where the Customer provides a database copy, diagnostic bundle or exported records for support, Epicore must treat the information as confidential, use it only for the approved support purpose and remove temporary copies when they are no longer reasonably needed, subject to lawful retention and backup cycles.

Recovery priorities

Stop changes that could overwrite recoverable information.

Identify the last known good backup.

Preserve the failed/current data before attempting repair where possible.

Restore to a safe test/staging location first when appropriate.

Verify key records and totals with the Customer.

Only then place the recovered data into normal operation.

No absolute guarantee

No backup system can guarantee that data will never be lost. Epicore's obligation is to use reasonable care for the backup/support work it has expressly agreed to perform. The Customer remains responsible for maintaining and verifying its own business-continuity copies unless a managed-backup service is separately contracted.

Personal information

Backups containing personal information must be protected under POPIA. Access, retention, transport, cloud storage and secure deletion must be appropriate to the sensitivity and risk of the information.