In these integrations, no ePHI is sent back to the other system from Help Scout. Instead, they involve pulling in information from the other system in order to enrich what you see in Help Scout. The majority of officially-supported third-party integrations between Help Scout and other systems don't involve Help Scout sending information back to the other system. Your privacy and security team will need to request more specific information from and potentially sign a BAA with any integration partners to maintain compliance. A Help Scout User account is necessary to authenticate, and the integration will have the same data access as that User. Only Administrators and Account Owners can install Company-wide integrations. HIPAA and Integrations Are your integrations HIPAA compliant? Official Integrations (other than Slack)Īll information that is sent between Help Scout and other systems (whether from Help Scout or from the other system) is encrypted in transit and at rest. For all integrations which use our API, you'll authenticate through OAuth 2. We are not able to make unique agreements with customers. We believe our BAAs accurately cover the scope of our relationship, and for legal reasons, cannot make adjustments to our BAAs. Can you sign our BAA, or make changes the Help Scout BAA upon request? We're working on in-app export tools to make that process easier for folks without API knowledge. Are we able to export our data if we decide to leave one day?Īll customer and conversation data can be accessed at any time via our Mailbox API. We don't access customer accounts unless we're explicitly asked for help. Who has access to our Help Scout account?Īll Help Scout employees are able to access customer accounts for the sole purpose of lending a hand. This prevents that information from being sent out again, or from being quoted in a future reply. Through a thread options menu, you can edit, delete, or hide thread contents. This is helpful if there are multiple parties involved in one conversation. Can I edit or remove PHI from a thread if needed? What sort of application security is in place?Īll Help Scout web application communications are encrypted over 256 bit SSL, which cannot be viewed by a third party and is the same level of encryption used by banks and financial institutions. With the exception of off-site backup and redundancy infrastructure, Help Scout is hosted on Amazon Web Services (AWS), a highly scalable cloud computing platform with end-to-end security and privacy features built in. Where is Help Scout customer data hosted? Additionally, we've gone to great lengths to ensure that data is properly secured and encrypted. We complete annual risk assessments and employee training as required by HIPAA. Help Scout HIPAA Support Overview What's involved in Help Scout's HIPAA compliance? You will receive an email from our team to confirm receipt after we enable HIPAA support for your account. The Help Scout Account Owner can reach out at any time to request the add-on be disabled. This will add $100 per month to your Plus account cost. Note: We automatically enable the HIPAA add-on for a Plus plan account upon receipt of a signed BAA. Help Scout will sign a business associate agreement (BAA) with your organization, which you can access from the links below. HIPAA support is included in the Pro plan and is available as an add-on for the Plus plan for an additional $100 per month. To enable HIPAA support on your account, sign one of the BAAs linked below. Health Insurance Portability and Accountability Act (HIPAA) and is able to process, maintain, and store protected health information for any entities restricted by these regulations. Help Scout maintains ongoing compliance with the U.S.
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