How ItSynx looks after your data.
The short version for your IT team: where ItSynx runs, who can see what, how it’s backed up, and what gets logged.
- Hosting
- The production server is in Sydney, Australia, and every connection to ItSynx uses HTTPS. Third-party services and the systems you connect may process data elsewhere.
- Backups
- The application and its database are backed up daily. Every backup is kept for 7 days, then one a day for the next 16 days, one a week for 8 weeks, one a month for 4 months and one a year for 2 years. Separate server backups provide recovery points covering up to 14 days.
- Application
- One application shared by all customers, with modules and connected systems set up per team.
- Your team’s access
- Individual logins, with roles and permissions to control what each person can do. Two-factor authentication is available to switch on.
- ItSynx staff access
- ItSynx support staff can see your team’s data, including customer details, so they can help when you’re stuck and investigate problems quickly. This access is limited to named webTend staff, who also manage the production server.
- Data stored
- It depends on the features you use. The Integration stores the Shopify orders it processes, including customer details, so each order’s journey can be shown and, if needed, synced again. The audit features store product and sales data. Retention is set for each business, typically 30 days.
- When you leave
- When your account is deleted, the data relating to your business is deleted from ItSynx. Copies in backups expire on the schedule above.
- Logs
- Orders, fulfilments and inventory updates are logged with their outcome and time. Product and customer changes are logged for a period you set, typically 30 days. These logs record data changes, not every action a user takes.
- Monitoring
- Application errors are reported to an external error-tracking and monitoring service and watched closely. Security findings are reviewed and prioritised for fixing.
- Report a concern
- Email info@itsynx.com with enough detail to investigate. Please don’t send passwords, access tokens or other secrets in a first report.
This page describes the security practices in place today. It isn’t a security certification or a guarantee that incidents can’t happen. Last reviewed 10 November 2026.
What IT teams ask.
Where is our data hosted?
The ItSynx production server is in Sydney, Australia. The application and its database are backed up daily. Third-party services and the systems you connect may process data in other locations.
Does ItSynx store our customers’ personal information?
Only what the features you use need. The Integration stores the Shopify orders it processes, which include customer details, so each order’s journey can be shown and, if needed, synced again. The audit features store product and sales data. Retention is set for each business, typically 30 days.
What happens to our data if we leave?
When your account is deleted, the data relating to your business is deleted from ItSynx. Copies held in backups are removed as those backups expire, on the schedule set out above.
Can we turn on two-factor authentication?
Yes. Two-factor authentication is available for your team’s logins, and roles control what each person can do.
What if Shopify doesn’t send an order?
A scheduled pull from Shopify picks up any paid order whose webhook didn’t arrive. The order data ItSynx receives is never changed, so the order queue can be rebuilt by comparing NetSuite with Shopify.
Can ItSynx staff see our data?
Yes. Named webTend support staff can access your team’s data, including customer details, to help you and to investigate problems. Your own team’s access is controlled by roles.
Is each customer on a separate instance?
No. ItSynx is one application shared by its customers. Modules and connected systems are set up per team.
Can Sync Audit change our records?
No. Sync Audit reports differences. Fixes are made by your team in the system that owns the record.