The SecureVideo implementation process:
Account Setup and Configuration: Providers or organizations create accounts, set up user roles, and configure organization-wide settings. SecureVideo’s support team assists with HIPAA-compliant configuration and security options such as multifactor authentication and audit tracking.
Software Installation and Access: Users download and install SecureVideo’s required video engine (VSee Embedded or One-Click). The installation is device-specific and only needs to be completed once per device. Users access their sessions through the SecureVideo dashboard.
System Integration: For providers integrating SecureVideo with existing EMR/PMS/EHR systems, API setup and testing occur during this phase. SecureVideo’s API enables streamlined scheduling, automatic telehealth information population, and data synchronization across systems.
Custom Workflow Setup and Feature Training: Organizations configure telehealth workflows, including scheduling templates, customizable notifications, waiting rooms, and secure document management. Training sessions for providers and staff are conducted by SecureVideo’s support team.
SecureVideo can be extensively customized to accommodate specific business, branding, and workflow needs across healthcare practices and enterprise telehealth operations. The following data points highlight its key customization capabilities:
Brand Identity Customization: Providers can add logos, color schemes, and a custom subdomain to match their practice’s branding. These visual elements appear across waiting rooms, session invitations, and E-documents, ensuring a cohesive patient experience.
Custom Policies and Communication Templates: SecureVideo allows the inclusion of custom policies (e.g., cancellation terms or telehealth disclaimers) directly in patient invitations and reminders. Users can adjust message templates and session correspondence to reflect their communication style.
Custom Support Channels: Practices can define their own support contact details—such as a direct phone number or email address—to keep client communications under their own brand, maintaining control of the user experience.
API and System Integration Options: SecureVideo integrates flexibly with EHR, EMR, and PMS systems through API connections using tools like Mirth Connect. Providers can configure custom endpoints and data mappings for session scheduling, patient identifiers, and auto-delivery of session codes.
Workflow Customization: Telehealth workflows—including scheduling templates, automated reminders, waiting room configurations, document management, and digital signature steps—are fully configurable to match operational processes.
Session and Feature Control: Administrators can toggle advanced options such as group session capacity (up to 300 participants), waiting room appearance, hybrid connection (Zoom or One-Click), and fallback video engine settings.
User and Role Customization: Flexibility in user management allows creation of provider, scheduler, or administrator roles with tailored permissions, enabling secure task separation aligned with organizational hierarchies.
SecureVideo provides training and continuous support systems tailored for healthcare providers to ensure smooth adoption and operation of its telehealth platform. The training and support resources include the following:
Personalized Onboarding & Orientation: New users receive individualized onboarding assistance, including setup guidance and account customization walkthroughs. Orientation sessions introduce key features such as scheduling tools, waiting rooms, and e-document handling.
1:1 Practice Sessions: The SecureVideo support team offers optional practice or trial sessions for providers to gain hands-on experience before going live. These sessions cover connection setup, group session management, and troubleshooting best practices.
Webinars and Video Tutorials: The company holds periodic webinars, such as “Tools for Successful Group Sessions,” and provides video-based admin orientations and user guides to train staff across organizational levels.
Knowledge Base & Documentation: SecureVideo maintains an extensive online support center with searchable knowledge articles, setup instructions, and troubleshooting guides on hub.securevideo.com. This resource helps users independently manage and troubleshoot common issues.
24/7/365 Live Technical Support: New and existing customers have access to U.S.-based live support available via phone, chat, email, or video call. The support team assists both providers and patients during telehealth sessions to ensure consistent reliability.
Multiple Communication Channels: Support can be reached through a toll-free number, instant chat box, or direct email submission, depending on urgency. Providers are also offered live remote screen-share assistance for technical or configuration-related inquiries.
SecureVideo enforces a comprehensive, multi-layered security framework to ensure that telehealth sessions and patient data remain fully protected throughout storage, transmission, and access. The primary security measures include the following:
HIPAA Compliance Framework: Built specifically for healthcare organizations, SecureVideo operates within fully HIPAA-compliant data centers and implements safeguards aligned with privacy rules for Protected Health Information (PHI). Business Associate Agreements (BAAs) are provided to ensure shared compliance obligations.
Encryption Protocols:
Data is encrypted in transit and at rest using industry-grade techniques:
End-to-End Encryption for small groups and One-Click sessions.
DTLS Encryption for large group One-Click sessions.
256-bit AES Encryption for sessions using Zoom.
These encryption standards ensure that telehealth communication remains accessible only to authorized participants.
HIPAA-Compliant Data Centers: All video, scheduling, and documentation data are stored in secure, U.S.-based cloud environments that meet HIPAA and GDPR requirements, ensuring strict control over physical and digital access.
Intrusion Prevention and Detection Systems (IPS/IDS): SecureVideo maintains active network surveillance to detect and prevent unauthorized activity. These systems automatically respond to intrusion attempts, mitigating risks in real time before data is compromised.
Comprehensive Auditing and Monitoring: The platform logs user access, file downloads, and administrative actions to generate complete audit trails. These records support compliance reviews and incident investigations, improving accountability and traceability.
Multi-Factor Authentication (MFA): SecureVideo utilizes MFA to confirm user identity before granting access, reducing the likelihood of credential-based attacks.
Secure Cloud Recording and Storage: Providers can enable encrypted session recordings, stored within SecureVideo’s protected cloud infrastructure, accessible only by authorized users for clinical or compliance review purposes.
Role-Based Access Control (RBAC): Administrator-defined roles restrict user permissions across various platform modules, ensuring that each user has access only to the features and data necessary for their function.
Regular Risk Assessments & Security Audits: SecureVideo conducts periodic internal audits and vulnerability scans to identify system weaknesses and maintain compliance with evolving telehealth regulatory standards.
SecureVideo follows a structured and consistent update cycle to ensure stability, compliance, and continuous enhancement of its telehealth platform. Updates include both security patches and feature improvements designed around healthcare provider feedback and regulatory requirements. Key aspects of SecureVideo’s update schedule and management process include:
Regular Update Frequency: SecureVideo releases software updates monthly or as needed to address new security requirements, implement user-requested enhancements, and maintain HIPAA compliance. Urgent patches are rolled out immediately if any potential vulnerabilities are identified.
Automatic Cloud Deployment: Updates are deployed automatically across SecureVideo’s cloud-based infrastructure, meaning users don’t need manual installation or downtime coordination. The updates occur seamlessly in the background to minimize disruption during telehealth operations.
Version Control and Testing: Every update undergoes pre-deployment testing within SecureVideo’s staging environment. Version control practices (similar to ITIL release management stages) include build validation, functional testing, and rollback plans to ensure consistent performance post-release.
Security Patch Response: Any cybersecurity or compliance-related issue is prioritized for patch release within 24–48 hours of detection. This rapid response approach is part of SecureVideo’s proactive monitoring and vulnerability management framework, protecting users against emerging threats.
Feature and Integration Enhancements: Regular updates often introduce functional upgrades to scheduling tools, EMR/PMS API integrations, group therapy capabilities, and platform customizations. These enhancements are communicated through the SecureVideo portal and update release notes.
User Communication and Change Notices: Customers receive email notifications or dashboard alerts summarizing upcoming updates, downtime (if any), and release content. Large healthcare clients may also receive advanced coordination support from account managers for operational alignment.
SecureVideo maintains a clear and healthcare-compliant policy governing data ownership, control, and portability, ensuring that healthcare providers retain full rights over their patient information while maintaining HIPAA and privacy law compliance. Key components of this policy include:
Customer Data Ownership: Healthcare providers and organizations using SecureVideo retain full ownership of all Protected Health Information (PHI) and session data created, uploaded, or exchanged through the platform. SecureVideo acts strictly as a data processor, not a data owner, meaning it does not use or sell customer or patient information for marketing, analytics, or third-party purposes.
Data Collection and Use Limitations: SecureVideo only collects data necessary for telehealth functionality—such as scheduling, authentication, or billing—and uses it solely to facilitate or support telehealth operations. Data use beyond those purposes requires explicit user consent.
Access and Portability Rights: Customers can request copies of all data, including session logs, scheduling records, and documentation, either directly from their SecureVideo account or by contacting the support team at [email protected]. Data exports are provided in standard digital formats, ensuring interoperability with electronic health record (EHR/PMS/EMR) systems via SecureVideo’s API integration.
Right to Correction and Deletion: Account holders have the right to request correction, deletion, or restriction of data processing. SecureVideo responds promptly to such requests, ensuring compliance with applicable HIPAA and (if applicable) GDPR provisions.
Data Retention and Deletion Policy: SecureVideo retains user and session data only for as long as necessary to support medical, billing, or legal record obligations. Once those retention periods expire—or upon termination of a contract—SecureVideo securely deletes data from its storage systems following HIPAA-compliant disposal procedures.
Portability upon Account Termination: Before account closure, providers can export or transfer their data to another platform. SecureVideo supports this through administrative dashboard tools and dedicated export support for complete data retrieval, ensuring seamless migration.
Third-Party Confidentiality: When SecureVideo engages third-party service providers (for example, hosting services or payment processors), it mandates strict data protection agreements limiting processing to authorized purposes only, with confidentiality assured through Business Associate Agreements (BAAs).
SecureVideo’s contract renewal and cancellation policy—outlined in its Terms of Service and Business Associate Agreement (BAA)—is designed to offer flexibility while maintaining compliance and service continuity. The key terms include the following:
Automatic Subscription Renewal
SecureVideo subscriptions typically renew automatically at the end of each billing cycle (monthly or annually), unless the customer provides written notice of non-renewal before the term expires.
Cancellation by Customer
Customers may cancel their subscription at any time through the account billing dashboard or by contacting SecureVideo support. Cancellation stops future billing, but previously billed charges are non-refundable for partial months already used.
Notice Period for Non-Renewal
Clients choosing not to renew must submit a written cancellation or non-renewal request before the current term’s end. The standard notice period is 30 days for monthly or annual plans.
Termination for Breach or Non-Payment
SecureVideo may suspend or terminate a contract if a customer materially breaches the agreement—for example, by failing to pay service fees, violating HIPAA laws, or breaching data use terms—after receiving written notice and failing to cure the issue within 30 days.
Termination upon Account Inactivity
Accounts that remain inactive for extended periods (commonly 90 days) or unbilled may be deactivated or removed from active service to maintain compliance and database integrity.
Data Retention after Cancellation
Following termination, SecureVideo retains customer data (session logs, documentation, and user records) only for the legally required period under HIPAA and then permanently deletes it from its servers. During this retention time, organizations can export data in encrypted form before deletion.
Breach or Compliance Incident Termination
Either party may terminate immediately if HIPAA violations, data breaches, or compliance conflicts arise, following notice obligations under the BAA. Upon termination, SecureVideo must securely destroy or return all PHI as outlined in BAA Section 8.3 (Destruction or Return of Data).
No Early Termination Fees
SecureVideo does not charge termination or data extraction fees, though prepaid amounts are not refunded once the billing period begins.
Arbitration Clause
All disputes related to contract performance, renewal, or termination are subject to mandatory arbitration under Section 20 of the Terms of Service, with a waiver of collective actions.
SecureVideo complies with multiple healthcare and data protection standards to ensure legal and regulatory integrity in telehealth operations. Its compliance framework covers both U.S. healthcare regulations and international privacy requirements. The main compliance standards include:
HIPAA (Health Insurance Portability and Accountability Act)
SecureVideo is fully HIPAA-compliant, ensuring protection of Protected Health Information (PHI) during storage, sharing, and transmission. It adheres to both the Privacy Rule and the Security Rule, employs 256-bit AES encryption, and signs Business Associate Agreements (BAAs) with all healthcare clients.
HITRUST CSF Alignment
SecureVideo aligns with HITRUST Common Security Framework (CSF) elements, incorporating industry-standard controls for confidentiality, integrity, and availability of healthcare data, including periodic risk assessments and vulnerability scans.
SOC 2 Type II (Security & Privacy Controls)
SecureVideo data centers and operational policies adhere to SOC 2 Type II standards, ensuring that data handling practices follow rigorous third-party audits for system security, availability, confidentiality, and privacy.
GDPR (General Data Protection Regulation)
For partners handling EU-based patient data, SecureVideo implements GDPR data processing principles—such as transparency, purpose limitation, and patient rights to data access, correction, or deletion. These controls ensure lawful cross-border data processing where applicable.
HITECH Act (Health Information Technology for Economic and Clinical Health Act)
The platform supports all HITECH provisions for secure electronic health information exchange and is built to notify clients promptly in the event of breaches or incidents that may affect PHI.
CCPA (California Consumer Privacy Act)
SecureVideo’s privacy structure incorporates CCPA principles, giving California residents rights to transparency about data collection, access, and deletion requests related to healthcare interactions.
NIST Cybersecurity Framework Influence
SecureVideo follows the National Institute of Standards and Technology (NIST) guidelines for identifying, protecting, detecting, responding to, and recovering from security incidents, ensuring continuous improvement and risk mitigation.
BAA and Licensing Compliance
Each client relationship is governed by a HIPAA Business Associate Agreement that explicitly defines data handling responsibilities. Users must also ensure compliance with their respective professional and state licensing regulations when delivering telehealth care through SecureVideo.
