Initial Consultation & Needs Assessment

• Understand your specific workflows and goals

• Determine how Klara can best integrate with existing systems

Planning & Configuration

• Set up workflows, automated messaging, and user roles

• Customize templates and communication channels

Integration with Existing Systems

• Connect Klara to EHRs, scheduling systems, and billing platforms (if applicable)

• Data migration, if required

Training & Onboarding

• Provide training sessions for staff

• Share best practices for using the platform effectively

Testing & Go-Live

• Run a pilot or soft launch

• Collect feedback and make adjustments

Support & Optimization

• Ongoing support to optimize usage and troubleshoot issues

• Continuous updates and feature improvements

Automation Rules: Tailoring appointment reminders, follow-ups, and onboarding messages

Communication Workflows: Creating tailored patient engagement pathways

Template Personalization: Custom messaging templates with practice branding

Integrations: Connecting with various EHR systems, billing platforms, and scheduling tools

User Interface: Some level of UI customization depending on your needs

Setup Fees:

• One-time onboarding or setup fees, which can range from a few hundred to a few thousand dollars depending on complexity

Monthly/Annual Subscription Fees:

• Usually based on the number of users, messages sent, or patients engaged

• Pricing might be tiered or custom quoted

Support & Training:

• Additional training sessions or dedicated support can incur extra charges

Maintenance & Updates:

• Regular updates are generally included in the subscription, but premium support plans may have additional fees

Integrations & Custom Development:

• For deeper customizations or custom integrations, there may be costs outside standard subscription fees

Initial Training

• Live onboarding sessions often led by Klara's customer success team

• Customizable training tailored to your practice’s workflows

• Training can include platform navigation, automation setup, messaging templates, and integration procedures

Resource Materials:

• Access to online tutorials, user guides, and FAQs

• Video training modules and documentation for self-paced learnin

Dedicated Customer Success Manager:

• Many clients are assigned a dedicated CSM to assist during and after onboarding

• This personalized support helps troubleshoot, optimize workflows, and answer ongoing questions

Ongoing Support:

• Helpdesk support via email, chat, or phone (depending on plan)

• 24/7 or business-hour support options are often available for critical issues

• Regular check-ins and reviews to help improve platform usage

Training Sessions:

• Additional training or refresher sessions can often be scheduled upon request

• Custom workshops for specific teams or functions

HIPAA Compliance:

• The platform adheres to HIPAA standards to protect Protected Health Information (PHI)

• Business Associate Agreements (BAA) are typically provided to clients

Data Encryption:

• Data is encrypted both in transit (using TLS) and at rest

• Secure cloud infrastructure with regular security audits

Access Controls:

• Role-based user permissions to limit data access

• Multi-factor authentication (MFA) options for added security

Audit Trails:

• Detailed logs of user activity for accountability and compliance purposes

Regular Security Audits:

• Conducted to identify vulnerabilities and ensure platform integrity

Compliance Certifications:

• Compliance with healthcare industry standards like HIPAA and possibly SOC 2 certifications

Release Cycle:

• Updates are typically rolled out monthly or quarterly

• Includes bug fixes, performance improvements, security patches, and new features

Management of Updates:

• Updates are usually automated and seamless; they do not disrupt daily operations

• Customers are often notified in advance of major changes or new features

Version Control & Rollbacks:

• The platform maintains stability with tested releases and rollback options if needed

Feedback Loop:

• Klara actively solicits user feedback to prioritize new features and enhancements

Ownership:

• Typically, healthcare providers retain ownership of all data entered into or generated by Klara. Klara acts as a data processor in accordance with HIPAA regulations.

• Clients have rights over their data and can request access, export, or deletion at any time.

Data Portability:

• Klara provides data export features, allowing clinics or organizations to download their data in common formats (like CSV or similar) for use in other systems or for backup purposes.

• This ensures organizations can maintain control and move data if they switch platforms or terminate services.

Data Deletion:

• Upon termination of the agreement, Klara generally ensures complete data deletion from their servers, in line with data retention policies and legal requirements.

Compliance:

• All data handling complies with HIPAA privacy and security rules to safeguard patient information.

Flexible Plans:

• Klara typically offers flexible plans that allow organizations to scale services as their needs grow or shrink.

Scaling Up:

• Adding more users or expanding your messaging volume is usually straightforward, often requiring simple plan upgrades or additional licenses.

Scaling Down:

• Reducing user counts or service levels generally involves adjusting your subscription during renewal periods or as per the contract terms.

Notification & Agreement:

• Changes in scale usually require notice and may involve revising the contract or billing arrangement.

Cost Implications:

• Higher utilization or additional features generally incur additional charges, while reductions might lead to prorated billing adjustments.

Renewal Terms:

• Usually, contracts are set for annual periods, with automatic renewal unless canceled beforehand.

• Clients are often notified well in advance of renewal deadlines.

Cancellation Policy:

• Most agreements permit cancellation at the end of the contractual term with proper notice (e.g., 30 days prior).

• Early cancellation policies vary; some may have fees or require notice periods.

Termination & Data Handling:

• Upon cancellation, Klara ensures data is available for export within a specified window (often 30 days).

• Data is deleted afterward unless a different arrangement is made.

Pricing Adjustments:

• Contract terms may include clauses about price increases upon renewal, typically with prior notice.

Legal & Financial Terms:

• Specific penalties or conditions for breach, refunds, or disputes are outlined in the contract.

HIPAA (Health Insurance Portability and Accountability Act):

• Ensures privacy and security of PHI in the US healthcare environment.

• The platform includes HIPAA Business Associate Agreement (BAA).

SOC 2 (System and Organization Controls):

• Klara has SOC 2 Type II certification, verifying controls around security, availability, processing integrity, confidentiality, and privacy.

GDPR (General Data Protection Regulation):

• If serving European clients, Klara complies with GDPR standards for data protection and user rights.

Other Certifications:

• Regular security assessments and compliance audits to ensure ongoing adherence to industry standards.