Vello
By IDEXX Veterinary Software
Vello typical implementation process:
Check system compatibility: Ensure your practice management software (e.g., ezyVet, Neo, Cornerstone) and IT environment meet Vello’s requirements before starting.
Receive and accept the invitation: The primary practice contact gets an email to activate Vello. Accept and submit the setup form to begin back-end account configuration—usually completed within minutes.
Configure practice settings: Set your desired date for Vello to begin sending messages, and determine how clients will use Vello (e.g., portal access, reminders).
Register SMS: Complete the necessary SMS/brand registration to enable client texting. This can take up to two weeks for approval, depending on mobile carrier processing.
Set up automated communications: Confirm or customize appointment reminders, confirmations, medical service reminders, and schedule settings (reminders are on by default).
Configure online scheduling: Activate and adjust online appointment scheduling, specifying times and appointment types available to clients.
Train staff and assign user permissions: Ensure users have MyIDEXX accounts and proper admin/standard permissions for Vello access. Invite all necessary team members.
Launch client portal: Choose and set up your client portal web address, then distribute portal links or QR codes to clients.
Vello can be customized extensively to fit the specific needs of veterinary practices. Here are the main ways Vello supports customization, with as many data points as available:
Custom Communication Preferences: Practices can automate and customize their communication settings for clients, including configuring appointment reminders, confirmations, and follow-ups via email or SMS. These can be tailored by appointment type, allowing clinics to set varying drop-off/pickup times, attach instructions, and include pre-appointment checklists.
Appointment Messaging and Reminders: Vello allows the configuration of automated appointment reminders and other messages. Practices can activate or adjust reminders for different services and appointment types, changing frequency, content, and delivery channel (SMS/email/postcard).
Client Portal Customization: There is the capacity to customize what clients see on the Vello portal, such as choosing which medical records, reminders, or instructions are accessible to pet owners. Some practices have requested further customization, and Vello’s roadmap includes continued expansion of this flexibility.
Medical Service Reminders: Automated reminders for preventive and medical services can be customized to reflect each practice’s standard of care, including frequency, templates, and links to education or appointment requests.
Practice Branding and Portal Address: Practices can select and modify the address (URL) for their client portal to reflect their branding. After changing the address, the portal access link or QR code can be distributed to clients.
Pre-Appointment Instructions and Checklists: Clinics can create custom pre-visit instructions for clients, including sample collection checklists or other preparatory steps, differentiated by appointment type or service. These can drive better compliance and prepare clients more effectively.
Online Scheduling Preferences: The online scheduling system is highly configurable: practices control which appointment types are available online, appointment slot durations, availability windows, and more. The system synchronizes with live calendars to ensure offerings match real-time staff availability.
Two-Way Communication Templates: Teams can set up quick-reply SMS templates, out-of-office auto-responses, and configure which staff members have access to texting tools and communications logs.
Custom Forms & Documents: Practices can configure their own communications forms, educational attachments, and workflows within Vello for onboarding, client education, and process management.
Practice Management Integration: Vello settings are integrated into IDEXX practice management systems (ezyVet, Neo, Cornerstone), enabling clinics to sync and customize workflows without duplicate data entry. Customizations carry over when using different IDEXX systems, and the platform evolves alongside these integrations.
User Roles & Permissions: Admins can set different user permission levels for staff, granting access to configuration, communications, scheduling, or client management features based on job roles or location.
Continuous Feature Roadmap: IDEXX regularly rolls out enhancements, listening to user feedback and requests for more customization, such as expanding portal display options or refining workflow triggers.
Automated Diagnostic Recommendations: Practices can configure automatic prompts for diagnostics/services during appointment booking, customizing recommendations to fit clinical protocols.
Vello by IDEXX offers a variety of training and support resources to help new users onboard and make the most of their client engagement platform. Here’s a summary of what’s available:
Online Training Modules: New users can access online training through the Vello Knowledge Center, which offers documentation, detailed guides, white papers, and blog posts. These resources are tailored to help users start using Vello and learn its various features at their own pace.
Vello “Help Me” Tab: Within the Vello application, the “Help Me” tab offers guided resources, setup instructions, and context-sensitive help. This includes information on customizing Vello, configuring appointment and medical reminders, and troubleshooting guides.
Implementation Checklists & Role-Based Training: For practices using platforms like Neo or Cornerstone, Vello provides onboarding checklists and role-specific training assignments to ensure staff get the knowledge they need. Users can track their training progress, and administrators can assign mandatory training to staff members.
Live and Recorded Webinars: Through the IDEXX Learning Center, users have access to webinars and continuing education courses to broaden their knowledge and stay up to date with best practices.
Dedicated Customer Support: Vello provides customer support that is integrated with your IDEXX practice management system:
ezyVet: 24/7 support via email, phone, and the ezyVet support tool.
Cornerstone: Support is available via email, phone, and live chat.
Neo: Support available Monday to Friday, 6:30AM–8:00PM (Central Time), via email, phone, and in-app help tools.
Ticketing System & Live Chat: Users can submit support tickets directly from the support hub and, depending on the platform, access live chat for real-time assistance.
Consulting Services: Practices can purchase in-person or remote consulting services with an IDEXX or ezyVet expert for hands-on guidance and advanced workflow optimization.
Vello by IDEXX implements a set of security measures to protect customer and patient data, reflecting modern standards for healthcare software. Here’s a detailed overview of Vello’s key security protections:
In-transit encryption: Data transferred between your clinic and IDEXX is encrypted using Advanced Encryption Standard (AES) 256-bit encryption, ensuring robust protection during transmission.
Transport encryption protocols: IDEXX uses TLS (Transport Layer Security) or VPN for secure data transfers, providing additional safeguards against unauthorized access while data is in motion.
Encrypted storage: All data shared with IDEXX is stored in secure environments, protected by firewalls and advanced backup systems.
Logical data separation: Customer data is logically separated to prevent unauthorized access between different clients or data controllers.
Physical access controls: Data centers use physical security measures, including security guards, electronic access cards, and surveillance cameras, to prevent unauthorized entry.
System and data access control: Multi-layered authentication (user IDs, complex passwords), role-based permissions, and detailed access documentation limit user access only to authorized data. Only approved personnel can grant or change data access rights.
Automatic timeouts: Password-protected screensavers and automatic log-out are implemented to reduce the risk of unattended access.
Firewalls and antivirus protection: All IDEXX environments operate with comprehensive firewalls, anti-virus protection, and intrusion detection and prevention systems. Security logs are maintained and regularly reviewed.
Data entry control: All actions on data entry, changes, or deletion are logged, supporting full audit trails for compliance and forensic analysis if needed.
Change management and data processing agreements: IDEXX maintains written agreements and up-to-date policies to ensure all data processors and staff handle data strictly according to customer instructions and legal requirements.
Regular audits and updates: Technical and organizational security measures are regularly reviewed and updated based on assessments and evolving best practices.
Business continuity: Backups are kept in separate locations, with disaster recovery strategies, uninterruptible power supplies, and fire suppression systems to prevent data loss from unexpected events.
Data retention policy: IDEXX retains customer data only as long as needed, with clear procedures for deletion and secure destruction when requested or after contract termination.
Prompt breach notification: If a data breach occurs, IDEXX will inform affected customers without undue delay and provide support to address the incident.
Vello by IDEXX follows a frequent and well-documented update cycle for its client engagement platform:
Update Frequency: Vello typically releases new updates on a biweekly or monthly basis. Recent release notes confirm updates were issued on March 24 and March 31, 2025, as well as other regular cycles—a pattern seen across their support and release notes documentation.
How Updates Are Managed: Updates are centrally managed by IDEXX. As a cloud-based solution integrated with practice management systems like Neo, ezyVet, and Cornerstone, most updates are applied automatically by IDEXX; practices do not need to manually install upgrades. Updates can include new features, enhancements, performance improvements, and critical bug fixes.
Communication of Updates: Each update is accompanied by detailed release notes, which are made available in the Vello Knowledge Center online. These notes outline what changes are included, highlight new features, and document resolved issues or enhancements. Practices are encouraged to review these notes regularly to stay informed.
User Access and Controls: Since updates are managed by IDEXX, there is minimal disruption for practices. Users are generally notified of significant changes via in-app messaging, email communications, or through their “Help Me” tab within Vello or the associated practice management system. Any planned or potentially disruptive updates are communicated in advance when necessary.
Vello by IDEXX adopts a modern SaaS approach to data ownership and portability, anchored in compliance with prevailing data protection regulations and best practices for veterinary and healthcare software:
You retain ownership of your data. Under IDEXX’s standard agreements, the customer (your clinic or practice) is considered the "data controller," while IDEXX acts as a "data processor"—they process and store data only to provide you with the Vello service and as instructed by you.
License for Service Operations: While you own your content, by using Vello, you grant IDEXX a broad license to access, process, aggregate (in de-identified form), and use your content for delivering the service, troubleshooting, and research and analytics purposes. However, IDEXX does not share your identifiable content with third parties (beyond legally required disclosures) except in anonymized, aggregated formats.
Use of Aggregated Data: IDEXX may continue to use de-identified, aggregated data even after your contract ends, but your individual, identifiable content is not shared except as required by law or upon your instruction.
Right to Export Data: You have the right to request and obtain a copy of your data during the term of your agreement and up to the data retention limit post-termination (usually up to 6 months). This is in line with GDPR and other global data portability regulations.
Format for Data Export: While exact export formats are not publicly specified, the platform is required to support the extraction of your data in a manner that is usable for transitioning to another provider or for backup purposes.
Data Deletion: If you choose to deactivate your use of Vello, you may request permanent removal of your data. IDEXX will erase your data from the Vello system (apart from any de-identified, aggregated data for analytics or service improvement).
Terms and conditions for contract renewal and cancellation for Vello (IDEXX), as documented in official sources and general IDEXX terms:
Renewal Mechanism: Vello, as an IDEXX software solution, typically operates on a subscription model. Contract renewal details—like automatic renewal, required notice periods, and terms for renegotiation—are not explicitly specified in the public documentation for Vello alone, but general IDEXX terms give broad guidance.
Changes to Terms: IDEXX reserves the right to amend the terms, conditions, and notices under which Vello is offered at any time and without prior notice. Continued use of the software after such changes are effective constitutes acceptance of the updated terms.
Fees & Payments: Fees are specified at the time of the order or published on IDEXX sites. Payment terms usually require payment within a set period after invoice, depending on your region (e.g., 25th of the month after invoice for the U.S. and Canada; net 30 days for EMEA).
Voluntary Cancellation: Either party may terminate the agreement by providing written notice—this is usually a 30-day notice, unless a different notice period is stated in a specific agreement or offering-specific terms.
Immediate Termination: IDEXX may immediately terminate the agreement if:
There is an alleged infringement of IDEXX’s or its licensor’s intellectual property.
A material breach of intellectual property sections (e.g., Section 4 of the Master Terms).
A breach of the agreement is not cured within 30 days of notice.
Bankruptcy, insolvency, or assignment for the benefit of creditors on the part of the customer.
IDEXX may also terminate accounts without notice in cases where there is reason to believe the terms of service are violated, or at its sole discretion in the event of a lack of use or other violations.
Closure on Discontinuation: IDEXX reserves the right to discontinue Vello (or parts of it) at any time, with or without notice.
Obligations Upon Termination: Upon termination, the user must:
Stop using the software.
Erase all copies from their systems.
Confirm compliance in writing if requested by IDEXX.
Outstanding payments must still be made, and there are no refunds for any termination.
Vello software, developed by IDEXX and integrated with practice management systems like ezyVet, Neo, and Cornerstone, is designed with a strong focus on compliance and data security standards specific to the veterinary and broader healthcare technology landscape. Here are the key compliance standards and security frameworks Vello aligns with:
SOC 2 Compliance: IDEXX has achieved SOC 2 compliance for its core software products, including ezyVet. SOC 2 is a widely recognized auditing standard developed by the American Institute of Certified Public Accountants (AICPA) that demonstrates an organization’s efforts to secure customer data based on five "trust service principles": security, availability, processing integrity, confidentiality, and privacy. SOC 2 Type 2 compliance (as achieved by IDEXX products such as ezyVet) means that the controls are not only in place but have been proven effective over time through continuous independent audit.
ISO/IEC 27001 Certification: The data centers used by Vello and IDEXX products are certified to ISO/IEC 27001 or equivalent, ensuring a robust approach to information security management, covering aspects such as encryption, access controls, firewall management, patch management, and continuous monitoring.
Data Protection Regulations (GDPR, HIPAA As Applicable): While U.S. veterinary practices may not be subject to HIPAA in the same way as human healthcare providers, IDEXX software platforms—including Vello—are designed to handle personal data securely. For clinics operating within the European Union or serving EU clients, alignment with the General Data Protection Regulation (GDPR) is important. Vello supports features like consent collection, data transparency, and robust data breach protocols to assist with these requirements.
