When we remote in, what happens to your patient data
Letting a vendor onto the machine that holds your patient records is a real decision. Here is exactly what we do, what we do not do, and what stays under your control.
Serving dentistry since 2003
Installation, training & expert support included
What we do not do
None of the following happens during a Dental TI support session:
- Open, browse, or search patient charts, images, or records for any purpose of our own.
- Copy, export, download, or remove patient data from your systems.
- Share anything we see with anyone outside the technician working your ticket.
- Use your data to train software, build datasets, or inform anything commercial.
- Sell, rent, or disclose your data to any third party.
What actually happens
We connect only for the ticket in front of us
A session exists to fix a specific problem you reported. We work on the system and the software, and we close the session when the work is done.
We see what is on the screen
This is the honest part. Fixing imaging software often means opening the software, and a patient study may be on screen while we do it. That is incidental to the repair — we are looking at the application, not the patient. Where a case can be reproduced without live patient data, we use a test record instead.
We log that the session happened
Each session is recorded in our system as a note: which machine, which technician, how long, and the ticket it belongs to. That is an accountability trail — it is metadata about the visit, not a recording of your screen and not a copy of anything on it.
You stay in control of the connection
The remote support agent can be uninstalled by you at any time, and you can change its password. Ask us and we will send the instructions again, or remove the agent from your machines entirely.
This is not a substitute for a BAA
Be wary of any vendor who tells you a privacy statement makes a Business Associate Agreement unnecessary. Under HIPAA, a vendor whose access to your systems could expose protected health information is generally a business associate — whether or not they intend to look at anything. That is why we sign a BAA with any practice that asks.
Remote support questions, answered
Does this replace a Business Associate Agreement?
No, and you should be cautious of any vendor that says otherwise. Under HIPAA, a vendor whose access to your systems could expose protected health information is generally a business associate whether or not it intends to look at anything. This page explains how we behave during a session; the BAA is the agreement that governs it. Request one at dentalti.com/baa.
Can your technician see patient information during a session?
Potentially, yes — that is the honest answer. If the fault is in your imaging software, the software has to be open to diagnose it, and a study may be on screen. We do not go looking beyond the task, we do not copy anything out, and where a problem can be reproduced on a test record we use one.
Do you record the session?
We log that a session took place — the machine, the technician, the duration, and the associated ticket — so there is an audit trail of who connected and when. That is a record of the visit, not a video of your screen.
Can we require a staff member to be present?
Yes. Tell us and we will only connect while someone from your team is watching the session. Many practices prefer this and it rarely slows the work down.
How do we remove your access?
Ask, in writing or by phone, and we will remove the remote support agent from your machines. You can also uninstall it yourself at any time and change its password without involving us.
Want a staff member present on every session?
Tell us and we'll make it standing policy on your account. Ask about anything else in here and you'll get a straight answer.