5. Frequently Asked Questions
This page collects the questions we are asked most often. If your question is not here — or an answer below raises a follow-up — email support@clearpathhealthsolutions.com or open a support ticket from inside clearPath.
5.1. Hosting and Data Residency
Q: Where is our compliance data stored when we choose the hosted option?
All data is stored in Canada. That includes the instance of clearPath itself, local backups, and the offsite backups to our private cloud. Data never leaves Canadian soil.
Q: What would our URL for accessing the platform be?
Your URL is of the form siteid.cphs.cloud, where siteid is
a short abbreviation of your organisation’s name. For example,
Hope Memorial Hospital is reached at https://hmm.cphs.cloud.
If you are not sure what your site ID is, email support@clearpathhealthsolutions.com.
Q: Is there an additional cost for the hosted solution?
No — the hosted and on-premise versions of clearPath cost the same. You pay for the functionality, not the hosting model.
Q: How long is our data retained?
All audit data is retained for the life of your clearPath subscription. If you cancel, we provide a one-time export of your data in CSV and XML form and keep a single archive copy for 90 days as a safety net before it is permanently deleted.
5.2. Security
Q: Is the web interface secure?
Yes. We use Let’s Encrypt domain-validated certificates for encryption, and certificates are rotated every 90 days. All traffic between your browser and the clearPath server is encrypted with TLS 1.2 or higher.
Q: Do you still require a VPN for access into our facility?
No, we do not. If your organisation already runs a VPN specifically for clearPath access, the associated account can be removed at your convenience.
Q: Does clearPath store patient names, IDs, or any other patient identifiers in its database?
No. clearPath does not collect or store any patient identifiers. The system tracks observations of hand hygiene events at the level of facility, unit, and health care provider category — no individual patient information is captured.
Q: How do you protect user passwords in clearPath ?
User passwords are stored using an SHA-256 HMAC function. Passwords are never stored or transferred in clear text.
Q: Does clearPath support two-factor authentication?
Yes. Any user can enable time-based one-time passwords (TOTP) from their profile; any standard authenticator app works. See Two-Factor Authentication.
5.3. Reliability
Q: Do you monitor system performance and uptime?
Yes. We use an uptime monitoring system that alerts us by email and/or SMS if any of the servers are experiencing issues. We track both platform uptime and page-response times.
Q: Do you back up data in the event of an outage or hardware failure?
Yes. For the full backup strategy, click here.
Q: What is your service-level target?
clearPath targets 99.9% uptime measured on a monthly basis. Any planned maintenance is scheduled ahead of time and announced to the clearPath administrator on the account.
5.4. Auditing and the cp2go App
Q: Which devices does cp2go run on?
cp2go is available as a native application for iPad, iPhone, Android phones and tablets, and Windows desktops. It also runs as a progressive web app in any modern browser, and as a web-based auditing screen inside clearPath itself. See Auditing Software for the full matrix.
Q: Can auditors work offline?
Yes. Both the native apps and the PWA keep working when there is no network. Observations are stored on the device and uploaded automatically the next time it is online.
Q: How do new auditors get added?
A clearPath administrator creates a user account with the Auditor role on the appropriate facility, and the new auditor receives a welcome email with their sign-in details. There is no licence charge per auditor.
5.5. Reporting
Q: We have a report we use internally — can you add it to clearPath ?
Yes, very likely. If there is no matching report in clearPath already, we will review the request and add it where it fits the broader platform. See New Report Requests for details on how new report requests are handled.
Q: How often are reports refreshed?
Every report definition is refreshed automatically once a day, generally just after midnight. You can also run a refresh by hand at any time from the row menu on the Reports page.
Q: Can I export compliance data for use in other tools?
Yes. Every report supports CSV and Excel output, and the clearPath REST API exposes the underlying compliance figures for programmatic use.
Q: Why is a distribution list marked “No-Go”?
A distribution list only sends when it has at least one recipient, at least one report, and no stale reports. A “No-Go” badge on the list means one of those three conditions is not met; the hint text on the badge tells you which. See Distribution Lists.
5.6. Passwords and Sign-In
Q: How do I reset my password?
Click the Recover your Password link on the sign-in screen.
clearPath emails you a temporary password and asks you to set a
new one on your next sign-in. For the full walkthrough, see
Resetting your Password.
Q: Why does the sign-in screen reject my correct password?
A few possibilities, in rough order of likelihood:
your account has expired — ask your administrator to extend it.
your role has been disabled or is not configured to allow sign-ins.
caps lock is on, or autofill has substituted the wrong password.
the account was deleted. Email support@clearpathhealthsolutions.com if you suspect this.