Advanced Compliance

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<p id="docs-hc-snippet" style="display: none;">This article describes Advanced Compliance for Zendesk.</p>
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<p id="docs-ai-summary-toggle">Summary: <span id="up-triangle">◀</span><span id="down-triangle">▼</span></p>
<p id="docs-ai-summary-content">Advanced Compliance lets you sign a BAA or HDS Exhibit for accounts that may store PHI, and it provides recommended security settings to support HIPAA and HDS requirements. You can use it only with covered services and eligible add-ons, while EAPs, Marketplace apps, and other third-party services are not covered. For HDS, you also need EEA hosting.</p>
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<p class="p">This article describes Advanced Compliance for Zendesk. </p>
<p class="p">This article contains these topics:</p>
<ul class="ul" id="topic-1__ul_dsz_jkp_4x">
<li class="li"><a class="xref" href="#topic_v5q_hnm_yj">About Advanced Compliance</a></li>
<li class="li"><a class="xref" href="#topic_a5v_1pm_pz">The Health Insurance Portability and Accountability Act (HIPAA)</a></li>
<li class="li"><a class="xref" href="#topic_sk5_pq4_53c">French Health Data Hosting (HDS)</a></li>
<li class="li"><a class="xref" href="#topic_ftf_knm_yj">Zendesk services eligible for coverage by the Healthcare Agreement</a></li>
</ul>
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<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_v5q_hnm_yj">
<h2 class="title topictitle2" id="ariaid-title2">About Advanced Compliance</h2>
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<p class="p">With Advanced Compliance, you have the ability to enter into a
Business Associate Agreement (BAA) or HDS Terms Exhibit to the
Zendesk Customer Agreement ("HDS Exhibit") with Zendesk
(collectively, “Healthcare Agreement”) to cover use cases where PHI
may be contained within Service Data for HIPAA and HDS Enabled
Accounts (collectively, “Healthcare Enabled Accounts”). </p>
<p class="p">For the purposes of HIPAA Enabled Accounts, “PHI” means
“Protected Health Information,” and for the purposes of HDS Enabled
Accounts, “PHI” means “Personal Health Information.”</p>
<p class="p">Additionally, Zendesk will provide you with recommended
security configuration options to assist you in safeguarding PHI in
your account as required by HIPAA and HDS (collectively, “Applicable
Healthcare Regulations”).</p>
<p class="p">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 a Healthcare Agreement with Zendesk. </p>
<p class="p">Advanced Compliance and the Healthcare Agreement only apply to features
and functionality that are expressly stated to form part of the
“Covered Services” in the Healthcare Agreement. Additionally,
Advanced Compliance and the Healthcare Agreement do not apply to
certain products, services, and features as further detailed in the
Healthcare Agreement and on this page. For the current list of
Covered Services, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408832117786-Advanced-Compliance#h_3e91982c-47f1-45a8-a939-22d17a30b6f0" target="_blank">Zendesk Services eligible for
coverage by the Healthcare Agreement</a>, below.</p>
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<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_a5v_1pm_pz">
<h2 class="title topictitle2" id="ariaid-title3">The Health Insurance Portability and Accountability Act (HIPAA)</h2>
<div class="body">
<p class="p" dir="ltr">The <a class="xref" href="https://aspe.hhs.gov/reports/health-insurance-portability-accountability-act-1996" target="_blank">Health Insurance Portability
and Accountability Act (HIPAA)</a> is a set of rules and
regulations passed by the U.S. Congress designed to protect the
privacy and security of individuals’ PHI. </p>
<p class="p">HIPAA applies to providers of health care, health plans, and
health care clearinghouse services. These providers are required to
handle PHI in a way that meets defined security standards. When
providers, known as <em class="ph i">covered entities</em>, use third-party vendors
or services where PHI might be stored, those vendors or services,
known as <em class="ph i">business associates</em>, need to adhere to the HIPAA
standards as well. This agreement is contractually defined in a
Business Associate Agreement (BAA).</p>
<p class="p">You can review and sign the Zendesk BAA, via DocuSign, here:
<a class="xref" href="https://www.zendesk.com/company/business-associate-agreement/" target="_blank">https://www.zendesk.com/company/business-associate-agreement/</a>. </p>
<p class="p">Accounts covered by the Zendesk BAA are known as “HIPAA Enabled
Accounts.”</p>
<div class="note">
<span class="notetitle">Note:</span> Zendesk is limited to the status of a business associate. Moreover,
Zendesk is not a holder of the <strong class="ph b">Designated Record Set</strong>. The
HIPAA requirements for a business associate are met through
Zendesk's SOC2 and ISO27001/ISO27018 certifications and internal
HIPAA audits.</div>
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<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_sk5_pq4_53c">
<h2 class="title topictitle2" id="ariaid-title4">French Health Data Hosting (HDS)</h2>
<div class="body">
<p class="p">The <a class="xref" href="https://esante.gouv.fr/produits-services/hds" target="_blank">Health Data Hosting
(HDS)</a> certification in France is designed to
strengthen the protection of PHI and build a trusted environment
around eHealth and patient monitoring. </p>
<p class="p">This certification is required for the processing of health
data subject to the provisions of Article L1111-8 of the Public
Health Code of France (Code de la santé publique, “Code of Public
Health”).</p>
<p class="p">Customers’ whose use of the Services may be subject to the
provisions of Article L1111-8 of the Code of Public Health must
enter into an HDS Terms Exhibit to the Zendesk Customer Agreement
("HDS Exhibit") with Zendesk. </p>
<p class="p">Accounts covered by the Zendesk HDS Exhibit are known as “HDS
Enabled Accounts.”</p>
<p class="p">HDS Enabled Accounts must have the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838409754" target="_blank">Data Center Location
add-on</a> with the European Economic Area
(EEA) selected as the hosting region.</p>
<p class="p">You can obtain a copy of the HDS Exhibit for review and
execution by contacting your Zendesk Account Executive. </p>
<div class="note">
<span class="notetitle">Note:</span> For customers with HDS Enabled Accounts, Zendesk has published a <a class="xref" href="https://drive.google.com/file/d/1gvOtPZ0MIEc3tHVmcnWZTA3YkVZRM4LC/view" target="_blank">Representation of
Guarantees</a> providing greater transparency regarding
the scope of the Services covered by Zendesk’s HDS
certification.</div>
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<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_ftf_knm_yj">
<h2 class="title topictitle2" id="ariaid-title5">Zendesk services eligible for coverage by the Healthcare Agreement</h2>
<div class="body">
<p class="p">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 Healthcare Agreement
with Zendesk, the following tables show the current list of HIPAA
and HDS Enabled Service Plans (collectively, “Healthcare Enabled
Service Plans”), the applicable Services covered by the Healthcare
Agreement under that Service Plan, and the add-ons available for use
with the Healthcare Enabled Service Plans.</p>
<div class="note" id="topic_ftf_knm_yj__note_fk1_2rq_tyb">
<span class="notetitle">Note:</span> Early Access Programs (EAPs) and
Built by Zendesk Applications from the Marketplace are not covered
by the Healthcare Agreement and should not be used with PHI.</div>
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<td class="entry nocellnorowborder" style="vertical-align:top;"><strong class="ph b">Healthcare Enabled Service
Plans</strong></td>
<td class="entry cell-norowborder" style="vertical-align:top;"><strong class="ph b">Healthcare Agreement Covered
Services</strong></td>
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<td class="entry nocellnorowborder" style="vertical-align:top;">Zendesk Suite Professional or
Enterprise</td>
<td class="entry cell-norowborder" style="vertical-align:top;">
<p class="p">Support (Ticketing System
Functionality)</p>
<p class="p">Guide (Help Center Functionality)</p>
<p class="p">Gather (Community Forum
Functionality)</p>
<p class="p">Chat (Live Chat Functionality) and
Zendesk messaging</p>
<p class="p">Explore (Analytics Functionality)</p>
<p class="p">Talk (Voice Functionality), excluding
Text</p>
<p class="p">Sunshine Conversations within Zendesk
Suite</p>
</td>
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<td class="entry nocellnorowborder" style="vertical-align:top;">Zendesk Enterprise Support
(current and legacy plans)</td>
<td class="entry cell-norowborder" style="vertical-align:top;">
<p class="p">Enterprise Support (Ticketing System
Functionality)</p>
<p class="p">Guide (legacy) (Help Center
Functionality)</p>
<p class="p">Gather (legacy) (Community Forum
Functionality)</p>
<p class="p">Enterprise Chat (Live Chat
Functionality) and Zendesk messaging</p>
<p class="p">Explore (legacy) (Analytics
Functionality)</p>
</td>
</tr>
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<td class="entry row-nocellborder" style="vertical-align:top;">Zendesk Talk Enterprise,
Professional, or Advanced (legacy plans)</td>
<td class="entry cellrowborder" style="vertical-align:top;">Talk (Voice Functionality),
excluding Text</td>
</tr>
</tbody>
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<td class="entry nocellnorowborder" style="vertical-align:top;">
<strong class="ph b">Healthcare Enabled Add-Ons
</strong>(current plans)</td>
<td class="entry cell-norowborder" style="vertical-align:top;">
<strong class="ph b">Healthcare Enabled Add-Ons
</strong>(legacy plans)</td>
</tr>
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<td class="entry nocellnorowborder" style="vertical-align:top;">Advanced Data Privacy and
Protection</td>
<td class="entry cell-norowborder" style="vertical-align:top;">Productivity Pack
(legacy)</td>
</tr>
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<td class="entry nocellnorowborder" style="vertical-align:top;">Copilot </td>
<td class="entry cell-norowborder" style="vertical-align:top;">Collaboration (legacy)</td>
</tr>
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<td class="entry nocellnorowborder" style="vertical-align:top;">Agent Months</td>
<td class="entry cell-norowborder" style="vertical-align:top;">Unlimited Multibrand
(legacy)</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Voice usage credits</td>
<td class="entry cell-norowborder" style="vertical-align:top;">More Storage (legacy)</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Premium Sandbox</td>
<td class="entry cell-norowborder" style="vertical-align:top;">Priority Support (legacy)</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Answer Bot resolution</td>
<td class="entry cell-norowborder" style="vertical-align:top;">Advanced Compliance
(legacy)</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">High volume API</td>
<td class="entry cell-norowborder" style="vertical-align:top;">Data Center Location
(legacy)</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Sunshine conversations
MAU</td>
<td class="entry cell-norowborder" style="vertical-align:top;"> </td>
</tr>
<tr class="row">
<td class="entry row-nocellborder" style="vertical-align:top;">Sunshine conversations
notifications</td>
<td class="entry cellrowborder" style="vertical-align:top;"> </td>
</tr>
</tbody>
</table>
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<p class="p">The following table shows the Services and Add-Ons that are
currently HIPAA Enabled but outside the scope of Zendesk’s <a class="xref" href="https://www.schellman.com/certificate-directory?certificateNumber=1016366-2" target="_blank">HDS
certificate</a>.</p>
<p class="p">Customers using Contact Center with a HIPAA Enabled Account
must also execute a BAA with AWS to cover the integrated AWS
Services, including Amazon Connect. Instructions on how to execute
this BAA can be found <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10342463822746" target="_blank">here</a>.</p>
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<td class="entry cell-norowborder" colspan="2" style="vertical-align:top;">
<strong class="ph b">HIPAA
Enabled Add-Ons</strong> (current plans)</td>
</tr>
<tr class="row">
<td class="entry cell-norowborder" colspan="2" style="vertical-align:top;">AI Agents -
Advanced</td>
</tr>
<tr class="row">
<td class="entry cell-norowborder" colspan="2" style="vertical-align:top;">Contact
Center</td>
</tr>
<tr class="row">
<td class="entry cell-norowborder" colspan="2" style="vertical-align:top;">Forethought AI
agents by Zendesk</td>
</tr>
<tr class="row">
<td class="entry cell-norowborder" colspan="2" style="vertical-align:top;">Workforce
Management (WFM)</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" colspan="2" style="vertical-align:top;">Zendesk
Quality Assurance (QA)</td>
</tr>
</tbody>
</table>
</div>
<div class="note">
<span class="notetitle">Note:</span> All features and functionality included as part of the Covered
Services and Healthcare Enabled Add-Ons are covered by the
Healthcare Agreement unless otherwise stated in the recommended
security configurations described below.</div>
<p class="p">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 Healthcare Enabled. For additional exceptions see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408836302618#h_6e486963-376c-484e-b736-1133e4cdec94" target="_blank">Exceptions to additional
security functionality</a>. </p>
<p class="p">To review our recommended security configurations for
Healthcare Enabled Accounts, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408828395802" target="_blank">Security configuration
requirements for Healthcare Enabled Accounts on
Zendesk</a>. </p>
<p class="p">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 <strong class="ph b">Follow</strong> this article to
be apprised of any changes. For further security information,
contact Zendesk Security. </p>
<p class="p">For more information about Healthcare Enabled Accounts, refer
to the attachments below or contact Zendesk Security for additional
details regarding the specifics of Zendesk's compliance program for
healthcare customers.</p>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested2" id="topic_vj1_sz4_53c">
<h3 class="title topictitle3" id="ariaid-title6">Topic attachments</h3>
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