Advanced Compliance

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<p><span style="font-weight: 400;">This article describes Advanced Compliance for Zendesk. </span></p>
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<p>This article includes the following sections: </p>
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<li class="note note"><a href="#h_834c89df-bdd6-40e2-a495-3ba2649d0f10" target="_self"> Health Insurance Portability and Accountability Act (HIPAA)</a></li>
<li class="note note"><a href="#h_33a5b6a6-9c47-470f-8df0-f30a50eaac2a" target="_self">About Advanced Compliance</a></li>
<li class="note note"><a href="#h_3e91982c-47f1-45a8-a939-22d17a30b6f0" target="_self">Zendesk services eligible for coverage by the BAA</a></li>
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<h2 id="h_834c89df-bdd6-40e2-a495-3ba2649d0f10"><span style="font-weight: 400;">About the Health Insurance Portability and Accountability Act (HIPAA)</span></h2>
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<p><span style="font-weight: 400;">The </span><a href="https://www.hhs.gov/hipaa/index.html" target="_blank" rel="noopener noreferrer">Health Insurance Portability and Accountability Act (HIPAA)</a><span style="font-weight: 400;"> is a set of rules and regulations passed by the U.S. Congress designed to protect the privacy and security of individuals’ personal health information (PHI) and electronic personal health information (ePHI). </span></p>
<p><span style="font-weight: 400;">HIPAA applies to providers of health care, health plans, and health care clearinghouse services. These providers are required to handle patient personal health information (PHI/ePHI) in a way that meets defined security standards. When providers, known as </span><em><span style="font-weight: 400;">covered entities</span></em><span style="font-weight: 400;">, use third-party vendors or services where personal health information might be stored, those vendors or services, known as </span><em><span style="font-weight: 400;">business associates</span></em><span style="font-weight: 400;">, need to adhere to the HIPAA standards as well. This agreement is contractually defined in a Business Associate Agreement (BAA).</span></p>
<h2 id="h_33a5b6a6-9c47-470f-8df0-f30a50eaac2a"><span style="font-weight: 400;">About Advanced Compliance</span></h2>
<p><span style="font-weight: 400;">With Advanced Compliance, you have the ability to enter into a Business Associate Agreement (BAA) with Zendesk to cover use cases where Protected Health Information (PHI) may exist within Zendesk Service Data. Additionally, Zendesk will provide you with recommended security configuration options to assist you in <span style="color: #16140c;">safeguarding PHI in your account as required by HIPAA</span>.</span></p>
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<span class="notetitle">Note:</span> <span style="font-weight: 400;">Zendesk is limited to the status of a business associate. Moreover, Zendesk is not a holder of the </span><strong>Designated Record Set</strong><span style="font-weight: 400;">. The HIPAA requirements for a business associate are met through Zendesk's SOC2 and ISO27001/ISO27018 certifications and internal HIPAA audits.</span>
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<p><span style="font-weight: 400;">With the purchase of Advanced Compliance, either directly or through the purchase of a plan that includes the Advanced Compliance add-on, Zendesk customers can sign Zendesk’s BAA. You can review and sign the BAA, via DocuSign, here: <a href="https://www.zendesk.com/company/business-associate-agreement/">https://www.zendesk.com/company/business-associate-agreement/</a>.<br><br>Advanced Compliance and the BAA only apply to features and functionality that are expressly stated to form part of the “Covered Services” in the BAA. Additionally, Advanced Compliance and the BAA do not apply to certain products, services, and features as further detailed in the BAA and on this page. For the current list of Covered Services, see <a href="#h_3e91982c-47f1-45a8-a939-22d17a30b6f0" target="_self">Zendesk Services eligible for coverage by the BAA</a>, below.</span></p>
<h2 id="h_3e91982c-47f1-45a8-a939-22d17a30b6f0"><span style="font-weight: 400;">Zendesk services eligible for coverage by the BAA</span></h2>
<p><span style="font-weight: 400;">For customers who have purchased the Support Advanced Compliance add-on, or are entitled to the Advanced Compliance add-on within their Zendesk Suite Service Plan, and have executed a BAA with Zendesk, the following tables show the current list of HIPAA Enabled Service Plans, the applicable Services covered by the BAA under that Service Plan, and the add-ons available for use with the HIPAA Enabled Service Plans.<br></span></p>
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<span class="notetitle">Note:</span> Early Access Programs (EAPs) and Built by Zendesk Applications from the Marketplace are not covered by the BAA and should not be used with PHI<span style="font-weight: 400;">.</span>
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<td style="width: 47.1428%;" bgcolor="#F5F5F5"><strong>HIPAA Enabled Service Plans</strong></td>
<td style="width: 52.7143%;" bgcolor="#F5F5F5"><strong>BAA Covered Services</strong></td>
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<td style="width: 47.1428%;">Zendesk Suite Professional or Enterprise</td>
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<p class="wysiwyg-indent0.25">Support (Ticketing System Functionality)</p>
<p class="wysiwyg-indent0.25">Guide (Help Center Functionality)</p>
<p class="wysiwyg-indent0.25">Gather (Community Forum Functionality)</p>
<p class="wysiwyg-indent0.25">Chat (Live Chat Functionality) and Zendesk messaging</p>
<p class="wysiwyg-indent0.25">Explore (Analytics Functionality)</p>
<p class="wysiwyg-indent0.25">Talk (Voice Functionality), excluding Text</p>
<p class="wysiwyg-indent0.25">Sunshine Conversations within Zendesk Suite</p>
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<td style="width: 47.1428%;">Zendesk Enterprise Support (current and legacy plans)</td>
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<p class="wysiwyg-indent0.25">Enterprise Support (Ticketing System Functionality)</p>
<p class="wysiwyg-indent0.25">Guide (legacy) (Help Center Functionality)</p>
<p class="wysiwyg-indent0.25">Gather (legacy) (Community Forum Functionality)</p>
<p class="wysiwyg-indent0.25">Enterprise Chat (Live Chat Functionality) and Zendesk messaging</p>
<p class="wysiwyg-indent0.25">Explore (legacy) (Analytics Functionality)</p>
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<td style="width: 47.1428%;">Zendesk Talk Enterprise, Professional, or Advanced (legacy plans)</td>
<td style="width: 52.7143%;">Talk (Voice Functionality), excluding Text</td>
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<strong>HIPAA Enabled Add-Ons </strong>(current plans)</td>
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<strong>HIPAA Enabled Add-Ons </strong>(legacy plans)</td>
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<td style="width: 23.5714%; height: 22px;">Advanced Data Privacy and Protection</td>
<td style="width: 23.5714%; height: 22px;">Productivity Pack (legacy)</td>
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<td style="width: 23.5714%; height: 22px;">Copilot </td>
<td style="width: 23.5714%; height: 22px;">Collaboration (legacy)</td>
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<td style="width: 23.5714%; height: 22px;">Agent Months</td>
<td style="width: 23.5714%; height: 22px;">Unlimited Multibrand (legacy)</td>
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<td style="width: 23.5714%; height: 22px;">Voice usage credits</td>
<td style="width: 23.5714%; height: 22px;">More Storage (legacy)</td>
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<td style="width: 23.5714%; height: 22px;">Premium Sandbox</td>
<td style="width: 23.5714%; height: 22px;">Priority Support (legacy)</td>
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<td style="width: 23.5714%; height: 22px;">More Storage</td>
<td style="width: 23.5714%; height: 22px;">Enhanced Disaster Recovery (legacy)</td>
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<td style="width: 23.5714%; height: 22px;">Answer Bot resolution</td>
<td style="width: 23.5714%; height: 22px;">Advanced Compliance (legacy)</td>
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<td style="width: 23.5714%; height: 22px;">High volume API</td>
<td style="width: 23.5714%; height: 22px;">Data Center Location (legacy)</td>
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<td style="width: 23.5714%; height: 22px;">Sunshine conversations MAU</td>
<td style="width: 23.5714%; height: 22px;"> </td>
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<td style="width: 23.5714%; height: 22px;">Sunshine conversations notifications</td>
<td style="width: 23.5714%; height: 22px;"> </td>
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<td style="width: 23.5714%;">Workforce Management (WFM)</td>
<td style="width: 23.5714%;"> </td>
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<td style="width: 23.5714%;">Zendesk Quality assurance (QA)</td>
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<td style="width: 23.5714%;">AI Agents - Advanced</td>
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<p><span>Any identified limitations on the ability to use specific features or functionality found within the Covered Services and HIPAA-enabled Add-Ons in compliance with HIPAA will be published in the recommended security configurations described below. </span></p>
<p><span>Any other Zendesk products or third party services (including legacy standalone Sunshine Conversations; integrations, including with social media messaging channels; or Marketplace applications) are not HIPAA-enabled. For additional exceptions see</span> <a href="https://support.zendesk.com/hc/en-us/articles/4408836302618#h_6e486963-376c-484e-b736-1133e4cdec94" target="_blank" rel="noopener noreferrer">Exceptions to additional security functionality</a>. </p>
<p><span style="font-weight: 400;">To review our recommended security configurations for HIPAA-enabled accounts, see </span><a href="https://support.zendesk.com/hc/en-us/articles/4408828395802" target="_blank" rel="noopener">Security configuration requirements for HIPAA-enabled accounts on Zendesk</a><span style="font-weight: 400;">. </span></p>
<p><span style="font-weight: 400;">Zendesk security configurations may change from time-to-time due to changes in law and regulation and changes to the Zendesk Service. Zendesk recommends that you </span><strong>Follow</strong><span style="font-weight: 400;"> this article to be apprised of any changes. For further security information, contact </span><a href="mailto:security@zendesk.com"><span style="font-weight: 400;">Zendesk Security</span></a><span style="font-weight: 400;">. </span></p>
<p><span style="font-weight: 400;">For more information on HIPAA, refer to the attachments below or contact </span><a href="mailto:security@zendesk.com"><span style="font-weight: 400;">Zendesk Security</span></a><span style="font-weight: 400;"> for additional details regarding the specifics of Zendesk's HIPAA program.</span></p>
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