Frequently Asked Questions

Here are some commonly asked questions that may help you to better understand our server and level of commitment as we partner with your business!

Feel free to ask us anything you want to know and we’ll get back to you as soon as we are able.

 

Where is our data stored?

SolarPlus is operated from a dedicated private server at Google Cloud in Sydney, Australia.

Google has the most innovative program of server architecture globally and offers the fastest server infrastructure for web platforms such as SolarPlus.

Google Cloud Australian Data Centres

 

How do you use my data?

Unlike many design platforms in the solar industry, Solaris does not use your data for commercial gain.

We do not pass on any of your data to other parties, unless it is a requirement to generate your results (eg. sending location to pull weather data).

 

Will you push advertising or limit my ability to design for any brand?

Our policy is to remain independent and impartial to brands and manufacturers.

We do not make deals with particular brands to limit your options or to push advertising on you.

 

What security measures are in place to protect our data?

Google Cloud provides us with the highest level of data centre security in their state-of-the-art infrastructure. Google Cloud features a suite of native security features including firewall, automated threat presentation and detection, security analytics and web security scanners.

Our servers are managed up a certified Google Cloud Network Partner with over 20 years experience of managing enterprise web services.

Operating system security updates and patches minimise any chance of vulnerabilities and are regularly scheduled into our weekly platform update schedules.

Learn more about Google Cloud Security

Google Independent Security & Privacy Verification

Google Independent Security & Privacy Verification

What happens in the event of an outage? What data could I lose?

If the rare instance of a server crash, the server instance can be reset and back online in seconds with no loss of data aside from anything a user might submit after that moment of the outage. We have automated alerts to notify our team of technicians in any server irregularity occurs.

 

How is our data backed up?

We utilise Google Cloud’s powerful server backup automation to minimise any risk of data loss. The entire dataset is backed up daily, weekly and monthly and backups kept for 100 days to ensure that if there was a case of server data being corrupted, less than one day of new data is the maximum possible loss. In cloud computing such as Google Cloud Networks, such a server corruption is extremely unlikely.

If the rare instance of a server crash, the server instance can be reset and back online in seconds with no loss of data aside from anything a user might submit after that moment of the outage.

 

Is any data stored offshore?

For Australian clients, none of your data is stored offshore.

 

What is your privacy Policy?

You can read our Privacy Policy here.

 

What are your Terms and Conditions?

You can read our Terms and Conditions here

 

What support channels do you offer?

We offer phone, support tickets (Zendesk) and a large Help Centre full of useful information and video tutorials.

We also feature webinars on a regular basis to keep users up to date with new features and to show user the power of SolarPlus for efficient quoting, workflow and compliance documentation.

 

What is your support response time?

50% of support queries are answered within one hour and our first response is four hours (including overnight and weekend enquiries).

We manage our support enquiries through Zendesk for the best tracking of responses.

 

What is your incident response time and resolution time?

Contact us for information for Corporate Plan response and support priority.

 

What onboarding support do you offer?

See our range of onboarding support and training options, delivered online (or on-site upgrade quoted where available).

 

What customisation of quotes, proposals and handover documentation do you offer?

All documentation within SolarPlus can be customised so that you can tell the story and provide your own compelling reasons for your customers to take up renewables, and tell that story in your own way and with your own brand styling.

All documents are easily branded to your business and company profiles, and Terms and Conditions can be set up in a WYSIWYG editor. Or we can provide our detailed boilerplate Terms and Conditions at no extra charge!

We’re happy to help with document customisation upon request.