The page your IT team, your privacy officer and your auditor will ask us for: how every record travels, how we isolate each institution, how we govern the AI, which laws we answer to and what we sign with you. Public, to the point and built to be shared.
Not promises: each one is backed by a contract, a verifiable technical control or a law that sanctions us if we fail.
Model providers operate under zero retention and no training. What Arbol learns about your institution stays in your institution — and you switch that on yourself.
Not your data and not your patients'. Never shared with advertisers either. No exceptions, no fine print.
Isolation here is infrastructure, not a software rule: two institutions never share a database — not to answer, not to predict, not to “improve the service.”
The agent identifies itself as a virtual assistant from the first sentence and announces recording. On by default; it cannot be hidden.
Every conversation is recorded and transcribed, and every access to a record is logged: who, what, when and from where.
Export everything whenever you want. When the contract ends we delete your data and confirm it in writing. Custody of the medical record is always yours.
Arbol runs no servers: the app, the API, the agents and the integrations run entirely on Cloudflare's global network, with security at the edge before a request ever reaches our code.
Network and compute figures come from Cloudflare's published agreements. Arbol's availability objective is 99.9% monthly; the contractual commitment lives in your order form.
Clearing one doesn't open the next: every boundary asks for its own proof and keeps its own record.
The internet
TLS encryption, attack filtering and traffic limits, before a single line of our code runs.
Multi-factor authentication for every person, and security keys or passkeys for privileged access.
Every request carries a credential that is verified once and must belong to your organization. If it doesn't match, it's rejected.
Every operation authorizes the specific resource: who owns it, for what purpose and with what consent.
The query can only touch your organization's database. Another institution's ID simply doesn't exist there.
Integrations only talk to approved destinations, with your organization's credentials. No internal service has a public address.
Every decision is logged with identifiers, never with clinical content.
Your patient's record
Every request carries an identity bound to a single institution — a person's or a system's.
Inside, identity is verified once and travels as a security context nobody can alter. Every service authorizes the resource it's asked for again, and background jobs check once more when they run: if access was revoked in the meantime, the operation stops.
Filtering rows by an ID leaves isolation up to every single query: one careless query can expose everyone. At Arbol, every organization has its own database, so a query — correct or buggy — can only read its own organization's.
Booking an appointment is not the same as governing a population's health, and the controls reflect it. Modules are switched on per institution: one that isn't active has no routes, permissions or data.
Patient contact · Agenda
Name, phone, email, appointments and channel preferences.
Controls
Phone · WhatsApp · text · email · web chat
What a patient says on a call or in a message may include health information: we treat it as sensitive.
Controls
Ámbar (governance) · medical records
Medical records, lab results, events, social determinants, billing, payer data, cohorts and each patient's risk.
Controls
Before a module that processes health data is switched on, your institution tells us and we agree in writing on the data, the purposes and the reinforced controls. It's the same principle as the BAA we sign with Cloudflare: nobody processes health data without an agreement that says so.
777+ integrations on the same model. Twenty institutions connected to the same payer share the connector's code — nothing else.
Each institution has its own connection, with its own encrypted credentials, limits and circuit breaker: if one fails, the others keep going.
Your administrator enters them once and nobody — not your team, not ours — can read them back.
The connector only asks and hands over: what the provider returns is stored by your institution's own service, in your database.
Each connector only talks to its provider's destinations, encrypted and — when the provider requires it — with a client certificate or a fixed IP.
Each connector is deployed, monitored and switched off on its own, without touching the rest.
Systems that live inside your institution connect through outbound tunnels, with read-only credentials when reading is enough.
Each module can be public, restricted or kept off the internet, as your institution requires, without changing the permission model.
Over the internet, behind the edge filters and with multi-factor authentication. For your patients' channels and for staff who work across several sites.
Only from your institution's networks, with IP allowlists at the edge and in identity. For example: the medical record, only from inside the hospital.
No public hostname at all. People reach it from managed devices or from the hospital network, through a tunnel that opens outbound, with no open ports.
Arbol's AI holds no privileges of its own: it gets no credentials and never reaches a database directly. Every action goes through tools that apply the same checks as any other access — organization, permissions, data ownership and consent.
A virtual assistant from the first sentence, on every channel. Several U.S. state laws require it — and “hidden” is not a setting here.
It answers only from what your institution approved: services, rates, schedules and protocols. If it doesn't know, it says so and hands the case to your team.
Ámbar, our governance platform — events, social determinants, population-based and capitation contracts, prevention — includes a healthcare-specialized AI, tested with providers, that recommends to nurses and physicians how to follow each patient: which cohort they belong to, what to rule out, which risk factor to check. Patient contact involves no clinical advice of any kind: at any alarm sign, the agents hand off to a person. The clinical decision always belongs to a professional.
Zero retention at the model providers and zero training on your data. Personal and health information is hidden from the analyses and reports that don't need it.
Predictions are computed only from your organization's data and for approved care purposes. Using PHI to push commercial offers would be “marketing” under the HIPAA Privacy Rule — it is not part of the product.
Controls mapped to the OWASP Top 10 for LLM applications (2025) and for agentic applications (2026) that don't depend on the model obeying, with risk management aligned with NIST AI RMF and ISO/IEC 42001.
Every legal department's first question: who is the controller and who is the processor? Your institution decides; we execute — and we're accountable.
Covered Entity / Controller
Business Associate / Processor
The paperwork we sign with you
| Document | When it applies | What it covers |
|---|---|---|
| BAA — Business Associate Agreement | Every HIPAA-covered customer | Permitted PHI uses, Security Rule safeguards, breach reporting, return or destruction of PHI at termination. Our PHI-touching subprocessors carry downstream BAAs. |
| DPA — Data Processing Agreement | U.S. state privacy laws | Service-provider role: documented instructions only, no selling, no sharing, no cross-customer combining, obligations flowed down to subprocessors. |
| NDA for documentation | On request | Under NDA we hand over the named subprocessor list, the technical architecture document, internal policies and security-assessment summaries. |
| Data-transmission agreement | Customers under Colombian law | The Colombian DPA (Decreto 1377, arts. 24–25). Detail in the Colombia version of this document. |
Rule by rule: what it demands and how we comply. One architecture, built to the strictest requirement of each.
We build to HIPAA standards and sign BAAs.
What it requires
Contact data, recordings and transcripts created on behalf of a healthcare provider are PHI. A vendor processing them is a Business Associate: it must sign a BAA, apply administrative, physical and technical safeguards, use the minimum necessary and notify breaches without unreasonable delay (60 days at most). Treatment and care-coordination communications are permitted uses; using PHI for marketing requires prior written authorization.
How we comply
We build to HIPAA standards: administrative, physical and technical safeguards, documented risk analysis and workforce training. We sign a BAA with every HIPAA-covered customer and keep BAAs with every subprocessor that touches PHI — Cloudflare included — for the complete chain of trust. Our proactive outreach is care outreach, never commercial content based on someone's condition.
Not yet law; its core proposals already run here.
What it requires
HHS proposed strengthening the Security Rule: mandatory encryption of ePHI in transit and at rest, mandatory MFA, asset inventories, vulnerability scanning and penetration testing, and fast restore of critical systems. As of September 2026 it remains a proposal.
How we comply
We aren't waiting for the final rule: encryption in transit and at rest, MFA for every user, asset inventories and continuous vulnerability management already run by design.
Since February 2024, an AI voice is an “artificial voice” under the law.
What it requires
Outbound AI-voice calls require prior express consent (written for marketing), with healthcare exemptions for covered entities and their Business Associates. Consent revocation must be honored within 10 business days, and several states require all-party consent for recording.
How we comply
Self-identification at the start of every call, recording announced by default (all-party-consent standard), consent management and immediate opt-out: whoever asks not to be contacted is not contacted again.
One rule covers them all: the agent says it's AI, always.
What it requires
California's AB 3030 requires AI-generated clinical audio to say so at the beginning and end, with a path to a human. Utah's AI Policy Act requires disclosure in health interactions, and Texas's TRAIGA requires clear disclosure when AI is involved.
How we comply
The agent identifies itself as AI at the start of every interaction, by default and with no option to hide it; extra notices are configurable per state, and there is always a path to your human team.
We are a service provider: documented instructions, never a sale.
What it requires
State privacy laws follow the controller/processor model: a vendor processing on a customer's behalf acts only on documented instructions, never sells or shares, never combines across customers and flows its obligations down to subprocessors. PHI is governed by HIPAA; Washington's My Health My Data covers health data outside it.
How we comply
A DPA for every customer, no selling or ad-sharing of data, and the health data we process for providers is always handled as PHI under a BAA — the highest standard available.
The standards auditors check, built into the program.
What it requires
SOC 2 is an auditor's attestation against the Trust Services Criteria. ISO/IEC 27001 and ISO/IEC 42001 certify management systems for security and for AI. NIST CSF 2.0 and NIST AI RMF are voluntary frameworks. None of them is self-declared.
How we comply
A security program built on SOC 2's Trust Services Criteria and HIPAA standards, aligned with ISO/IEC 27001 and NIST CSF 2.0; AI risk management aligned with NIST AI RMF and ISO/IEC 42001. Our infrastructure runs on Cloudflare, certified ISO/IEC 27001, SOC 2 Type II and PCI DSS Level 1. Reports and attestation status are shared under NDA.
Operating in Colombia? Ley 1581 de 2012, the SIC's AI guidance and the medical-record regime have their own version of this document.
Only the ones strictly necessary to operate, each under a back-to-back processing agreement and — where PHI is involved — a downstream BAA. The named list is delivered under NDA, and we notify you before adding or replacing any of them.
| Function | Location | Safeguards |
|---|---|---|
| Infrastructure, databases & network (Cloudflare) | U.S. · global network | BAA · SOC 2 Type II · ISO/IEC 27001 · PCI DSS · one database per organization |
| Authentication & identity | U.S. | DPA · MFA · SOC 2 Type II |
| Observability | U.S. | Configured to receive no personal data · SOC 2 Type II · ISO/IEC 27001 |
| Telephony & text messaging | U.S. | DPA · HIPAA-eligible configuration |
| Voice processing | U.S. | Zero retention · no training · BAA |
| AI models | U.S. | Zero retention · no training · BAA |
| WhatsApp channel | Global | Processor under the WhatsApp Business terms · transfer documented in the contract |
| Payments | U.S. | PCI DSS · we never see full card numbers |
| Transactional email | U.S. | DPA · operational email only |
Every subprocessor that touches PHI operates under a downstream BAA — the complete chain of trust. Request the named list, under NDA.
No system is infallible. What can be guaranteed is what happens in the hours that follow — and every deadline below is a legal or contractual duty.
Hour 0
Continuous monitoring, severity classification and containment with the smallest lever that stops the impact. Everything is documented from minute one.
≤ 72 hours
What happened, what data is involved, what we did and what's next. No euphemisms.
≤ 60 days
As a Business Associate, we notify the covered entity without unreasonable delay, with everything the Breach Notification Rule requires.
Afterwards
Root cause, fixes with owners and dates, and the changes to the security program.
The architecture helps contain: a credential, an integration, an agent or an organization can each be isolated on its own, without stopping the platform.
For customers under Colombian law, the SIC's clocks are in the Colombia version.
The questions technical departments at clinics, hospitals and insurers ask us — with the answers we put in writing. If one is missing, we answer it in writing.
Encryption & infrastructure
In transit, TLS 1.2 or higher on every connection, and TLS 1.3 on the interoperability interfaces that require it. At rest, AES-256, with managed, rotated keys. The credentials you entrust to each integration get an extra layer of encryption, per organization.
In the United States, on Cloudflare's infrastructure, certified SOC 2 Type II and ISO/IEC 27001. Health data only lives in services covered by the BAA we sign with Cloudflare.
No. The platform runs entirely on Cloudflare, with no servers, virtual machines or admin ports to maintain, and no internal service has a public address: only the services authorized to call it can reach it.
Yes. Test environments have their own databases and credentials and work with synthetic data: real patient data never leaves production.
Access & identity
Only the people your institution authorizes, with roles and least privilege. On Arbol's side, production access is restricted, justified case by case and recorded in the audit log.
Yes, for every person, no exceptions. Privileged access requires phishing-resistant factors (passkeys or security keys), and sensitive operations, such as a bulk export, ask for a fresh factor even within an active session.
Yes. Your team can sign in with your institution's identity provider (SAML or OIDC), and with SCIM your directory's joiners and leavers flow into Arbol: deactivating a person ends their sessions.
Yes, module by module: public, restricted to your institution's networks, or private with no internet exposure.
Yes: who accessed which record, when and from where. Available to your privacy officer on request.
Integrations
Your administrator enters them in a write-only field: nobody — not your team, not ours — can read them back. They are encrypted per organization and only that provider's integration uses them, at the moment of each call.
No. They share the code; each institution has its own connection, with its own credentials, limits and state.
Through tunnels your network opens outbound, with no published addresses or open ports, and with read-only credentials when reading is enough. Your team can cut the connection at any time.
Retention, export & deletion
Whatever your institution configures under its record-retention duties. Recordings, transcripts and contacts can be deleted from the dashboard at any time.
Deleted data leaves active systems within 30 days and backups within 90. At contract end you export everything (CSV or JSON), we delete the rest and confirm it in writing.
Always. Full export in open formats, free and frictionless. Your data is never hostage to the contract.
Artificial intelligence
No. Never. Model providers operate under zero retention and contracts that prohibit training on your data. What Arbol learns about your operation stays isolated in your organization, and you switch that on yourself.
Never — and not because of a software rule, but by architecture: every organization has its own database, with data ownership checked on every operation. Not to answer, not to predict, not for aggregate analytics.
No. The model receives the minimum context for its task — an agent confirming an appointment never receives the medical record — and acts through tools that check organization, permissions and consent, like any other access.
To care for them, yes — to sell to them, no. Predictions drive clinical outreach: the overdue follow-up, the pending screening, the missed appointment. That is treatment and care coordination, which HIPAA permits. Using PHI for commercial offers is “marketing” under the Privacy Rule and requires the patient's prior written authorization — it is not part of the product.
Yes, from the first sentence and on every channel. Several U.S. state laws require it — and it cannot be turned off here.
It says so honestly and hands the case to your team with the summary and the data already collected. It doesn't improvise clinical or administrative answers.
Not in patient contact: the agents that talk to your patients give no clinical advice of any kind and, at any alarm sign, hand off to a person. In Ámbar, our governance platform, yes — for your care team: Consejo Clínico recommends each patient's cohort, what to rule out and which risk factors to check. The decision always belongs to the professional.
Incidents & continuity
Yes: continuous monitoring, severity classification, containment, customer notification without undue delay and a written post-mortem with root cause and fixes. The legal clocks are in the incidents section.
Backups encrypted to the same standard as live data, and point-in-time restore per organization, without touching anyone else. Recovery objectives (RTO/RPO) and the continuity plan are in the due-diligence packet.
Continuous vulnerability management with severity-based remediation deadlines, threat-model reviews and independent security assessments. Executive summaries are shared under NDA.
Write to support@getarbol.com. We confirm every report, triage it and follow it through to closure.
Compliance & paperwork
A HIPAA BAA and a DPA for customers governed by U.S. law; a written agreement on data, purposes and controls before governance or medical records are switched on; an NDA for technical documentation; and, for customers under Colombian law, the Colombian data-transmission agreement. All of it before the first record is processed.
Our infrastructure runs on Cloudflare, certified ISO/IEC 27001, SOC 2 Type II and PCI DSS Level 1, under a BAA. Our program applies HIPAA standards and is built on SOC 2's Trust Services Criteria, aligned with ISO/IEC 27001, NIST CSF 2.0 and NIST AI RMF. Reports and attestation status are shared under NDA.
Yes: prior notice before adding or replacing a subprocessor, with the information your own compliance filings need.
For your committee, your counsel and your privacy officer. Sent in writing, at no cost.
Related documents: Privacy Policy, Terms of Service, Governance and Developers.
This page informs; it is not legal advice. Contract versions prevail. Rules reviewed in September 2026.
In Bogotá, at any hour. Arbol is answering.
WhatsApp, calls, text, email and web chat.
30 minutes with our team of physicians, nurses and engineers.
Book 30 minutes