This article explains what happens to your Access Care Planning data when your contract ends, what steps your organisation should take to prepare, and what requires a conversation with your Account Manager.
Your data is not automatically deleted when the contract ends
Access Care Planning data — including service user records, care plans, form submissions, visit history, and activity logs — is not automatically deleted when your contract ends or when your environment is decommissioned. Data is retained by Access Group in line with our data retention policy and your contract terms.
If you need your data to be deleted, exported, or transferred before or after the contract end date, you must raise this directly with your Account Manager as part of the offboarding process. This is not something the technical Support team can arrange.
What your organisation should do before the contract ends
The steps below are your responsibility to complete before your access is removed. Access cannot do these on your behalf without your instruction.
Export any data you need to keep. Use the Reports section in Access Care Planning to export service user data, submitted form data, activity records, and visit history in the formats you need. Speak to your Account Manager if you need guidance on what export options are available or if you need a bulk data export.
Archive or close service user records. If your organisation policy requires that care records are formally closed or archived before leaving the system, complete this before the access end date. Records cannot be accessed after the environment is decommissioned.
Download or save any required documents. Any uploaded documents or attachments stored within case files will not be accessible after the contract ends unless specifically exported beforehand.
Inform your staff. Notify carers and administrators of the access end date so they can complete any outstanding documentation before access is removed.
Removing a module or service rather than closing entirely
If your organisation is removing a specific module, reducing the number of services, or partially offboarding rather than closing entirely, the same principles apply. Agree the scope of what is being removed with your Account Manager, export any data you need from the affected areas, and ensure staff are informed of the change before it takes effect.
Questions about your data or offboarding
All data retention, deletion, and export questions should be directed to your Account Manager or Customer Success Manager. For the process of requesting a cancellation or contract change, see How to request a contract change, module cancellation, or account closure.