NDIS Software Guide
ShiftCare vs SupportAbility vs Brevity vs Lumary: IT Requirements Compared
What devices do you need? What internet speed? How do you set up MFA? What breaks most often — and how to fix it? The IT guide no one else has written for NDIS providers.
🏢 SIL providers
🤝 Support Coordinators
📋 Plan managers
📅 Updated April 2026
⏱ 10 min read
📋 Free software IT checklist at the end
When an NDIS provider buys new software — ShiftCare, SupportAbility, Brevity, or Lumary — the focus is always on features, pricing, and compliance. The IT requirements come last. Then go-live day arrives and something doesn’t work: staff can’t log in, the app won’t load on the house tablet, or the internet is too slow for the portal to respond.
This guide is the one that should be read before you buy, not after. We cover what devices each platform actually runs on, what internet speed you need, how to set up MFA correctly, the most common IT problems with each platform, and what your IT setup needs to look like before go-live.
We’ve set up all four platforms across SIL houses and support coordination offices in Melbourne. This is what we’ve learned.
Quick IT comparison — all four platforms at a glance
| Requirement |
ShiftCare |
SupportAbility |
Brevity |
Lumary |
| Platform type |
Web + mobile app |
Web browser only |
Web + mobile app |
Web + mobile (Salesforce) |
| Mobile app |
✓ iOS + Android |
Browser only |
✓ iOS + Android |
✓ Salesforce app |
| Data hosted in Australia |
✓ Yes |
✓ Yes |
✓ Yes |
✓ Yes (AWS) |
| MFA supported |
✓ Yes |
✓ Built-in + IP allowlist |
✓ Yes |
✓ Salesforce MFA |
| ISO 27001 / security cert |
Not stated |
✓ ISO 27001 |
Not stated |
✓ Via Salesforce |
| Accounting integration |
Xero + MYOB |
Xero + MYOB |
Xero / MYOB / QuickBooks |
Custom integrations |
| Pricing model |
Per staff user (~$9/mo) |
Contact for pricing |
Per client (from $44.90/mo) |
Enterprise (quote required) |
| Best suited for |
5–150 staff, SIL + home care |
Compliance-focused providers |
Small teams, budget-conscious |
Large providers, 50+ staff |
Platform-by-platform IT guide
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ShiftCare
Best for: SIL providers and home care, 5–150 staff · From $9/user/month
IT complexity
Low — easiest to set up
Device requirements
- ✓ Any Windows PC or Mac (modern browser)
- ✓ iOS (iPhone/iPad) — dedicated app
- ✓ Android phones and tablets — app
- ✓ Chromebooks — web browser
Internet requirements
- Minimum: 5 Mbps per active user
- Recommended: 25+ Mbps for a SIL house
- Mobile data works for the app when away
- Staff network required (not shared with residents)
IT setup checklist for ShiftCare
-
✓
Download and install the ShiftCare app from the App Store / Google Play on every staff device — do NOT rely on the web browser on phones
-
✓
Each staff member must have their own individual ShiftCare login — never create shared accounts
-
✓
Enable push notifications on each staff device — shift alerts won’t work without them
-
✓
Enable location services for the app — required for clock-in/clock-out geo-verification
-
✓
Keep the app updated — ShiftCare releases regular updates and old app versions cause login failures
Common IT problems
- App won’t load on SIL house tablet → update to latest version
- Clock-in shows wrong location → check location permissions
- Shift notes not saving → poor Wi-Fi, check signal strength
- Staff can’t log in → account not yet set up by admin
IT strengths
- Easiest of the four to set up and troubleshoot
- Mobile app is well-designed for field staff
- Xero integration is reliable
- No special browser configuration needed
🛡️
SupportAbility
Best for: Compliance-focused providers, medium organisations · ISO 27001 certified
IT complexity
Medium — browser config matters
Important IT note: SupportAbility is a browser-based application — there is no dedicated mobile app. Staff access it through the browser on their phone, tablet, or computer. This means browser choice, browser version, and a reliable internet connection are more important than with other platforms. Fixable recommends Google Chrome (latest version) as the primary browser for all SupportAbility users.
Device requirements
- ✓ Windows PC — Chrome or Edge (latest)
- ✓ Mac — Chrome or Safari (latest)
- ✓ iPad — Chrome or Safari via browser
- ✗ Internet Explorer — not supported at all
Security features (standout)
- ✓ ISO 27001 information security certified
- ✓ MFA built into all accounts
- ✓ IP address allowlisting available
- ✓ Role-based access controls — granular
IT setup checklist for SupportAbility
-
✓
Install and set as default: Google Chrome (latest) on every device that will access SupportAbility
-
✓
Set up MFA for every staff account — each person needs an authenticator app (Google Authenticator or similar) on their phone before first login
-
✓
Configure role-based permissions for each staff member — SupportAbility has granular controls covering which services each person can see
-
✓
If using IP allowlisting — whitelist your office IP address before enabling this feature, or staff who work from variable locations (home/field) will be locked out
-
✓
Bookmark the SupportAbility URL as a pinned tab in Chrome — staff commonly lose the URL and try to Google their way back in, which can lead to phishing sites
Common IT problems
- MFA locked out → staff changed phones without transferring authenticator
- IP allowlist blocking field staff → allowlist configuration issue
- Slow loading → browser cache full, clear cookies and cache
- Session keeps expiring → browser blocking cookies from SupportAbility
IT strengths
- Strongest built-in security of all four platforms
- ISO 27001 — verifiable for NDIS audits
- Privacy barriers between services well-implemented
- Nightly Australian-hosted backups (30-day retention)
💚
Brevity
Best for: Small teams, plan management, budget-conscious providers · From $44.90/month
IT complexity
Low-Medium — PACE migration issues
Device requirements
- ✓ Windows PC or Mac — modern browser
- ✓ iOS app (iPhone + iPad)
- ✓ Android app
- ✓ Any device with Chrome/Firefox/Safari
Integrations
- ✓ Xero, MYOB, QuickBooks
- ✓ NDIS myplace provider portal
- ✓ PRODA/myID for bulk claims
- ✓ Support at Home (aged care)
IT setup checklist for Brevity
-
✓
Install the Brevity app on staff mobile devices before first use — the mobile app and web version have slightly different features
-
✓
Configure your Xero/MYOB/QuickBooks integration before entering any client data — retrofitting accounting connections after data entry creates reconciliation headaches
-
✓
Set up PRODA/myID access for all billing staff before go-live — this is separate from Brevity login and is a common bottleneck
-
✓
Keep a note of which version of Brevity you’re running — user reviews report stability issues after the PACE system migration in 2024; keep the app and browser version updated
Post-PACE migration note: User reviews from 2024–2025 note stability and performance issues following Brevity’s PACE system integration. If you’re experiencing slowdowns, bulk claim failures, or OCR issues — clear your browser cache first, then contact Brevity support with your browser version included in the ticket. Most issues resolve with a browser update or cache clear.
Common IT problems
- Bulk claims failing → PRODA/myID session expired
- Slow app performance → PACE migration legacy issues
- Invoice sync errors → Xero token needs refreshing
- Login issues → browser cookies/cache conflict
IT strengths
- Widest accounting integration (Xero/MYOB/QuickBooks)
- NDIS Digital Partner — pricing guide built-in
- Good mobile app for field support workers
- Lowest entry price of the four platforms
⚡
Lumary
Best for: Large providers (50+ staff) · Built on Salesforce · Enterprise pricing
IT complexity
High — needs IT expertise
Platform note: Lumary is built on Salesforce — the world’s largest CRM platform. This gives it enterprise-grade security (AWS data centres, ISO-equivalent standards) and enormous customisation capability. It also means setup is significantly more complex than the other three platforms, and getting the most from it requires either an internal Salesforce developer or an implementation partner. For small providers, this is overkill. For large providers managing 50+ staff and hundreds of participants, it’s the most powerful option available.
Device requirements
- ✓ Windows PC or Mac — Chrome/Edge
- ✓ iOS/Android via Salesforce mobile app
- ✓ Any modern browser for web access
- ⚠ Older/slower devices struggle with Salesforce
Internet requirements
- Higher than other platforms — Salesforce is data-heavy
- Minimum: 10 Mbps per active user recommended
- NBN 100 or higher for multi-user office environments
- Low latency important — satellite internet not recommended
IT setup checklist for Lumary
-
✓
Engage a Lumary implementation partner or ensure you have internal Salesforce expertise — initial setup without this takes months and often requires expensive rework
-
✓
Set up Salesforce MFA for every user — Salesforce enforces MFA at platform level and will lock out users who haven’t configured it
-
✓
Configure profile-based permissions carefully — Salesforce profiles and permission sets control what each role can see; incorrect configuration leads to staff accessing records they shouldn’t
-
✓
Ensure devices are modern (within last 4 years) — Salesforce’s interface is demanding and noticeably sluggish on older hardware
-
✓
Set up the PRODA/myID integration early — Lumary’s NDIA integration module is one of its strongest features but takes time to configure correctly
Common IT problems
- Slow performance on older PCs → hardware upgrade needed
- MFA lockout → Salesforce enforces this strictly
- Permission errors → profile misconfiguration
- Custom workflows breaking → Salesforce platform updates
IT strengths
- Enterprise-grade Salesforce security infrastructure
- Highly customisable for complex workflows
- AWS Australian data centres — NDIA compliant
- Best reporting and analytics of all four platforms
The one IT requirement all four platforms share
Every single one of these platforms is cloud-based. They all require a reliable internet connection, a modern browser, and individual user accounts with MFA enabled. These are the non-negotiables regardless of which platform you use.
🌐
Reliable internet
NBN 50+ recommended for any SIL house or office running NDIS software. 25 Mbps minimum. Staff + resident on separate networks.
🔑
MFA on every account
Multi-factor authentication must be enabled for every staff login. This is a Privacy Act and NDIS Practice Standards requirement — not optional.
🖥️
Modern browsers
Chrome (latest), Edge (latest), or Safari (latest). Internet Explorer is not supported by any of these platforms and must be uninstalled.
Frequently asked questions
Which platform is easiest to set up in a new SIL house?
ShiftCare. It has the most intuitive setup process, the best mobile app for field staff, and the lowest IT overhead. For a SIL house with rotating support workers who need to clock in/out and log shift notes, ShiftCare is the right fit. SupportAbility is more powerful for compliance documentation but requires more IT configuration.
Can Fixable help set up MFA for all four platforms?
Yes. MFA setup is one of the most common requests we get from NDIS providers. We visit your office or SIL house, set up an authenticator app on each staff member’s phone, and configure MFA in the NDIS software platform. We also set up a recovery process so that if someone changes phones, they don’t get permanently locked out. Call
0435 955 429 to discuss.
We’re switching from Brevity to ShiftCare. What IT preparation do we need?
Plan for data export from Brevity before cancelling your subscription — download all client records, shift notes, and invoices in CSV/PDF format. Then install ShiftCare on all devices fresh, create individual accounts for each staff member, and run a parallel test period (both systems live) for at least 2 weeks before cutting over. The most common migration mistake is cancelling the old system before confirming all historical data has been transferred.
Is it safe to access these platforms from a staff member’s personal phone?
It’s technically possible but creates privacy and security risks. If a staff member’s personal phone is compromised, lost, or stolen, participant data could be exposed. Best practice is to either provide organisation-owned devices for staff who access participant records, or implement a formal BYOD (Bring Your Own Device) policy that requires device PIN protection, remote wipe capability, and MFA — all configured and verified before allowing personal device access.
Can Fixable come and do a full IT setup for our new NDIS software go-live?
Yes — this is one of our most requested services for NDIS providers. We visit before go-live, set up all staff devices with the platform installed, configure MFA on every account, ensure your Wi-Fi is adequate, test the PRODA/myID integration, and create a troubleshooting reference for your team. We work with all four platforms. NDIS Worker Screening cleared, all Melbourne suburbs. Call
0435 955 429 to discuss your go-live timeline.
Got a go-live coming up?
Fixable sets up all four platforms for NDIS providers across Melbourne’s east and south-east. We get there before your go-live date, configure everything, and make sure nothing breaks on day one. NDIS Worker Screening cleared.
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Free NDIS Software IT Setup Checklist
All four platforms in one printable PDF — device requirements, MFA setup steps, common problems, and pre-go-live checklist. Download free →
About Fixable: On-site IT support for NDIS providers, SIL houses, support coordination firms, and plan managers across all Melbourne suburbs. We set up, troubleshoot, and maintain ShiftCare, SupportAbility, Brevity, and Lumary. NDIS Worker Screening cleared. Call 0435 955 429 or visit fixable.au
