Term, Termination and Return of Data FAQ

The following FAQ outlines zHealth"s policies for term, termination and return of data regarding zHealth services as referenced in the zHealth Terms of Service Agreements, Section 8.
This FAQ will be updated on a regular basis to ensure regulatory compliance, allow adjustments for various changes in workflow, updated product features and operational efficiency.


zHealth Billing (Practice Management), zHealth Clinical (EHR), and zHealth Engage


Q: If I terminate my contract with zHealth, will I have an opportunity to download my data?
A: zHealth recommends that the Customer initiate or perform their data export prior to the actual termination date. The Customer data will only be provided in Microsoft Excel (.XLS) or Comma Separated Values (.CSV) file format and only includes patient records (including patient demographics and insurance coverage information).

Q: What happens to my data after the actual termination date?
A: zHealth will continue to retain the Customer"s data for an additional minimum 60 days (Data Retention Period) as a safeguard in the event that the client requires additional data.

Q: If I discover that I need additional information during the Data Retention Period, how can I obtain the additional data?
A: Please contact the zHealth Support Department at support@zhealthehr.com for assistance.

Q: During the Data Retention Period, will zHealth continue to maintain privacy, security and integrity of my data as defined by HIPAA?
A: As noted on the zHealth Business Associate Agreement (BAA), zHealth will continue to extend the protections of the BAA agreement during the Data Retention Period.

Q: What data can I download from the system?
A: zHealth recommends contacting Support for assistance in identifying data to export from zHealth – prior to the actual termination date. If Customer contacts Support for assistance after the support coverage has terminated, zHealth may charge the Customer the standard rate of $100 an hour (minimum 30 minutes).

Q: Will zHealth maintain a copy of my data to comply with local, state, federal and/or HIPAA Medical Records retention mandate (6-10 years depending on the state)?
A: After the Data Retention Period is completed, zHealth will properly dispose of customer data containing PHI as noted on zHealth"s BAA. Customer will solely be responsible for complying with all state and HIPAA records retention requirements.

Q: What does zHealth consider an "Abandoned Account"?
A: An abandoned account means a Customer has discontinued service (but has failed to formally terminate its account with the service) by a combination of non-payment of the current or previous month fees and 30 consecutive days of no Customer logins to the service. At the 31st day, the account is deemed "Abandoned" and the account is terminated. In addition, an account will also be deemed "Abandoned" and terminated if the user fails to confirm their account via e-mail within 30 days of sign-up.

Q: What happens to my data if my account is deemed "Abandoned" and terminated?
A: After the account is deemed terminated, the data is held for an additional minimum 60 days (Data Retention Period). zHealth will then properly dispose of customer data containing PHI as noted on zHealth"s BAA. Customer will solely be responsible for complying with all state and HIPAA records retention requirements.

Q: How do I cancel the Services prior to my one-year term of the agreement that I signed?
A: You can cancel your subscription anytime by sending an email to support@zhealthehr.com. If you cancel within 14 days of your initial order, you"ll be fully refunded. Should you cancel after 14 days, you"ll be charged a lump sum amount of 50% of your remaining contract obligation and your service will continue until the end of that month"s billing period.

Last Updated: This policy was last updated on June 12, 2021

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