Security and compliance
Patient trust is the product. Here's how Velaire handles the data that runs through it, what the terms actually mean, and what to ask any vendor in this category, including us.
Built for how healthcare practices actually work
Built on infrastructure with signed BAAs across every vendor that touches patient data: voice, SMS, and hosting.
Read the security detail →Encrypted everywhere
Data is encrypted at rest and in transit across every system that touches a call.
Clinic-level isolation
Role-based access and clinic-level data isolation keep each practice's data separate.
Audit logging
Access, changes, and exports are logged so activity can be reviewed.
BAAs available
Business Associate Agreements are available for approved healthcare deployments.
What the words in this category actually mean
Some of the language vendors use here is marketing rather than law. These three distinctions are worth knowing before you evaluate anyone.
There is no such thing as HIPAA certification
No government body certifies software as HIPAA compliant. Any vendor showing you a HIPAA certificate is showing you something a third party sold them. What actually carries legal weight is a signed Business Associate Agreement between you and each company that handles protected health information on your behalf.
A BAA is the thing that matters
It is the contract that makes a vendor legally accountable for the patient data it touches. Velaire's position is that every vendor in the chain that touches patient data should be under one, and that you should be able to ask who they are.
Compliance is a posture, not a badge
It is about how a system is configured, who can reach the data, and what gets recorded when they do. That is why the pillars below describe practices rather than logos.
Five questions worth asking any vendor
Including us. If a vendor in this category cannot answer these plainly, that is itself an answer.
Which vendors in the chain have signed a BAA?
An AI front office is never one company. Voice, SMS, hosting and any AI model provider each touch the call. A vendor should be able to name every link in that chain, not just itself.
Where does the call audio and transcript actually live?
Recording and transcription are the most sensitive surface in the whole system, and they are usually handled by a third party rather than the vendor selling to you.
Who on your side can see our data, and is that logged?
Access controls matter less than whether access is recorded. Ask whether staff access is audited and whether you can see that audit trail.
What happens to our data if we leave?
Retention and deletion terms are easier to agree before signing than after. Ask what is kept, for how long, and what deletion actually removes.
Can you show this in writing?
A claim on a marketing page is not an agreement. The BAA and the data-processing terms are the documents that bind anyone.
We wrote a longer version of this as an evaluation guide, covering what separates a real deployment from a demo.
Read the evaluation guideSecurity questions
Is Velaire HIPAA compliant?
HIPAA does not certify software, so no honest vendor can hold up a certificate. What matters is that a Business Associate Agreement is in place with every vendor that handles protected health information, and that the system is configured accordingly. BAAs are available for approved healthcare deployments. Ask us for the specifics that apply to your practice.
Do you record calls?
What is captured, retained, and for how long is configured per practice during onboarding, and it is part of the agreement rather than something decided unilaterally. If you have a retention policy you need matched, raise it before go-live.
Who can see our data?
Access is role-based and isolated per clinic, so one practice's data is not reachable from another's. Access, changes, and exports are logged so activity can be reviewed.
Is the data encrypted?
Data is encrypted at rest and in transit across every system that touches a call.
Does this apply outside the United States?
HIPAA is US-specific. Other markets have their own frameworks, such as UK GDPR and the Australian Privacy Act, and the right handling for those is confirmed per market rather than assumed from the US posture.