Terms of Service

1. Agreement to Terms

By accessing or using HiveSync VA's services, you agree to be bound by these Terms of Service ("Terms"). If you do not agree to these Terms, you may not access or use our services.

These Terms constitute a legally binding agreement between you (the "Client," "you," or "your") and HiveSync VA ("we," "us," or "our").

2. Services Description

HiveSync VA provides virtual assistant services specifically designed for dental practices, including but not limited to:

• Insurance verification and eligibility checks
• Insurance billing, claims submission, and accounts receivable management
• Patient collections and payment processing
• Provider credentialing and network enrollment
• Patient scheduling and appointment management
• Phone call quality reviews and compliance monitoring

Services are provided on a subscription basis with tiered pricing based on the specific functions required by your practice.

3. Service Tiers and Pricing

HiveSync VA offers multiple service tiers with flat monthly rates per virtual assistant. Current pricing is as follows:

• Tier 1 (Insurance Verification)
• Tier 2 (Insurance Billing/AR/Claims)
• Tier 3 (Collections)
• Tier 4 (Credentialing)
• Tier 5 (Patient Scheduling)
• Tier 6 (Phone Call Reviews)

Bundled packages combining multiple tiers are available. Final pricing may be customized based on practice complexity, workflow requirements, and volume. We reserve the right to modify pricing with 30 days' notice.

4. Payment Terms

• Billing Cycle: Services are billed monthly in advance
• Payment Method: Payment by credit card, ACH transfer, or other approved methods
• Late Payments: Payments not received within 10 days of the due date may result in service suspension
• Automatic Renewal: Subscriptions automatically renew each month unless cancelled
• Refunds: No refunds for partial months of service

5. Contract Term and Termination

Initial Term

The initial service term is typically 3-6 months, as specified in your service agreement. After the initial term, the agreement continues on a month-to-month basis.

Cancellation

Either party may terminate services with 30 days' written notice. Early termination during the initial term may be subject to an early termination fee as specified in your service agreement.

Immediate Termination

We reserve the right to immediately suspend or terminate services if:

• You breach any term of this agreement
• Payment is more than 15 days overdue
• You engage in fraudulent or illegal activity
• Your actions compromise the security or integrity of our systems

6. Client Responsibilities

As a client, you agree to:

• Provide accurate and complete information about your practice
• Grant necessary access to practice management systems and billing software
• Provide timely responses to requests for information
• Maintain up-to-date contact information
• Execute a Business Associate Agreement (BAA) as required by HIPAA
• Notify us immediately of any security incidents or data breaches
• Comply with all applicable laws and regulations

7. HIPAA Compliance and Data Security

Business Associate Agreement

All clients must execute a Business Associate Agreement (BAA) before services commence. The BAA governs the handling of Protected Health Information (PHI) and is incorporated into these Terms by reference.

Security Measures

We maintain appropriate administrative, technical, and physical safeguards to protect PHI, including:

• Encryption of data in transit and at rest
• Multi-factor authentication for system access
• Regular security audits and risk assessments
• Employee training on HIPAA compliance
• Secure data centers with restricted physical access

Breach Notification

In the event of a breach of unsecured PHI, we will notify you without unreasonable delay and no later than 60 days after discovery, as required by HIPAA.

8. Confidentiality

Both parties agree to maintain the confidentiality of all proprietary and confidential information disclosed during the term of this agreement. This obligation continues for 3 years after termination of services.

Confidential information includes, but is not limited to:

• Patient information and PHI
• Practice financial information
• Business strategies and operations
• Proprietary software and systems
• Employee and personnel information

9. Intellectual Property

All intellectual property rights in our services, software, documentation, and materials remain the exclusive property of HiveSync VA. You are granted a limited, non-exclusive, non-transferable license to use our services during the term of your agreement.

10. Service Level Agreement (SLA)

Service Availability

We strive to maintain 99% service availability during regular business hours (Monday-Friday, 8 AM - 6 PM in your practice's time zone, excluding federal holidays).

Response Times

• Urgent Issues: Response within 2 hours
• Standard Requests: Response within 24 hours
• Routine Tasks: Completed according to agreed-upon schedules

Quality Standards

We maintain quality standards including:

• Minimum 95% accuracy rate for claims submission
• Insurance verification completed within 24-48 hours
• Payment posting within 48 hours of receipt
• Monthly reporting on key performance metrics

11. Limitation of Liability

To the maximum extent permitted by law:

• Our total liability shall not exceed the fees paid by you in the 12 months preceding the claim
• We are not liable for indirect, incidental, consequential, or punitive damages
• We are not liable for damages resulting from your failure to provide accurate information or timely access to systems
• We are not responsible for actions or errors of third-party service providers (e.g., insurance companies, clearinghouses)

12. Indemnification

You agree to indemnify and hold harmless HiveSync VA from any claims, damages, losses, or expenses arising from:

• Your breach of these Terms
• Your violation of any law or regulation
• Inaccurate or incomplete information provided by you
• Your practice's treatment of patients or billing practices

13. Dispute Resolution

Informal Resolution

In the event of any dispute, the parties agree to first attempt to resolve the matter through good-faith negotiations.

Arbitration

If informal resolution is unsuccessful, disputes shall be resolved through binding arbitration in accordance with the rules of the American Arbitration Association. Arbitration shall take place in [Your State/Location].

Class Action Waiver

You agree that disputes will be resolved on an individual basis and waive any right to participate in class action lawsuits.

14. Modifications to Terms

We reserve the right to modify these Terms at any time. We will provide notice of material changes via email or through our website. Continued use of our services after such notice constitutes acceptance of the modified Terms.

15. Miscellaneous

Entire Agreement

These Terms, together with your service agreement and BAA, constitute the entire agreement between the parties.

Severability

If any provision of these Terms is found to be unenforceable, the remaining provisions will remain in full effect.

Waiver

Failure to enforce any provision does not constitute a waiver of that provision.

Assignment

You may not assign or transfer your rights under these Terms without our prior written consent.

Force Majeure

Neither party shall be liable for failure to perform due to circumstances beyond their reasonable control.

16. Contact Information

For questions about these Terms of Service, please contact us:

17. Acknowledgment

By using HiveSync VA's services, you acknowledge that you have read, understood, and agree to be bound by these Terms of Service.