When choosing a management system for your centre, one of the first questions that comes to mind is:

“Is my data safe?”

At SimTrain Eco, we understand how important it is for education centres to trust the platform that manages sensitive information — from student records to billing data. That’s why we’ve put together this comprehensive FAQ to give you full transparency into how we store, protect, and support your data every day.

1. Where is my data stored? Is it safe?

Your data is securely hosted on Amazon Web Services (AWS), one of the world’s leading cloud platforms trusted by global enterprises.

AWS provides advanced security measures, continuous monitoring, and strict access controls. Only authorised personnel can access the system infrastructure, ensuring your information remains well protected at all times.

2. Can I back up my data?

Users cannot perform manual backups, but we take care of this for you.

SimTrain Eco performs automated daily backups on our secure cloud infrastructure to protect your data from loss or accidental deletion. This ensures your information stays safe without you needing to take any action.

3. What happens if your server goes down — will I lose anything?

No, your data will remain safe. Your access may be temporarily interrupted, but your data will be restored once the system is back online.

4. Can I export my data if I stop using your system?

Absolutely. You can export your information in Excel or PDF formats anytime.

5. Is customer support available during weekends or evenings?

Our support team is available on weekdays from 9 AM to 6 PM, with a lunch break from 1 PM – 2 PM. Support is not available during weekends or public holidays, or outside the stated operating hours.

6. Do you provide remote support or only by phone/email?

We mainly support clients through our Helpdesk system, designed for faster and more organised handling of issues.

We also assist with phone calls when needed.

7. Can I give different access levels to different staff (e.g., tutors, admins)?

Yes. The system provides five access levels so you can control who gets access to what:

• Admin

• Manager

• Executive

• Cashier

• Teacher

This ensures data security and smooth workflow management.

8. What happens to my data if I stop subscribing?

Whether you are on a paid plan or the Free plan, the data retention policy is the same.

If your subscription expires and we detect no login activity for 3 months, your data will be scheduled for removal.

Here’s how the process works:

Before deletion:

• We will notify you in advance through email or system alerts.

During deletion:

• Your account will be locked from access.

• Data will be securely deleted from our servers.

After deletion:

• A final confirmation will be sent once the removal is completed. This ensures your data is never deleted without proper notice.

9. Can I downgrade to a Free plan instead?

Yes, if you’re on an active paid plan, you can downgrade anytime.

Just inform us either through the Helpdesk or by contacting our support team at +60 19-749 0688.

10. How secure is the data transmitted through your system?

All information exchanged between your device and our servers is encrypted using HTTPS (SSL/TLS) — the same industry-standard technology used by banks and major online services.

This ensures that:

• Your data is protected while being transmitted online

• It cannot be intercepted, read, or altered by unauthorised parties

• Your connection remains private and secure

In short, your data is safely encrypted whenever it travels across the internet.

11. Who owns the data stored in the system?

You own all the data stored in SimTrain Eco.

As a SaaS provider, we only store and process your data so the system can function. This means:

• We do not claim ownership of any of your information

• You may export or download your data at any time

• We only access your data when necessary for support or maintenance — and only with your consent

Simply put, your data remains yours. Our role is to safeguard it and ensure the system works smoothly for you.

12. How often is the system updated?

We release regular updates to:

• Improve performance

• Add new features

• Strengthen security

All updates are applied automatically, without disrupting your work.

Final Thoughts

Running a centre comes with enough challenges — managing your data shouldn’t be one of them.

At SimTrain Eco, our goal is to provide a safe, reliable, and efficient management system so you can focus on what truly matters: delivering quality education.

If you have more questions or want us to cover additional topics, feel free to reach out — or drop your questions below!