Important: Nectar Desk is not a covered entity and doesn’t consider itself as a business associate

Nectar Desk Software does help our HIPAA-compliant customers to be aligned with PHI (Protected Health Information) requirements by providing customized solution for Call Recording. In Nectar Desk case, Call Recordings is the piece which most likely may contain Protected Health Information.

Our solution for HIPAA-compliant customers is to allow them to use their own on- or off- premise servers so they can store and manage recordings on their own.

We do recommend to use AWS S3 solution however we are open to work with other options.

 

Process overview

  1. Nectar Desk uses telecom technology partner – Plivo inc to handle communications as well as to create call recordings. Plivo’s Terms of Use – LINK
  2. As soon as Call Recording is completed and available, Plivo notifies Nectar Desk over API.
  3. Immediately, Nectar Desk initiates transfer of the call recording from Plivo to Customer’s server.
  4. As soon as we verify that transfer is completed we request Plivo to delete recording and to confirm deletion.

Accessing Server: Nectar Desk only work with server providers who support access by temporary security credentials. No Long term credentials are permitted. If AWS is your provider we can assist with proper security settings for your S3 service.

Storage: Nectar Desk doesnt store or access recording at it own cloud infrastructure. We only initiate recording’s transfer and deletion processes.

Recordings access control: We do require authentication for all users in order to get access to the call recording link, which is generated after recording transfer to your server is completed. Optionally we can redirect users to your server for authentication, this way you can manage recordings access control internally.

Data Retention Policy:  We can follow your requirement for the data retention period. Normally we do not have limits for the call recordings duration but we would be happy to execute recordings deletion by the retention window of your choice.

 

If you require more information about Nectar Desk and HIPAA compliance please reach out to our team at any time: info@nectardesk.com

 

Nectar Desk is a Call Center Software provider.

 

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Andriy Azarov