Zendesk provides two features that provide additional security for your account. Advanced security functionality is included in some Zendesk Suite plans and can be purchased separately as an add-on for some Support plans.
This article includes the following sections:
About the advanced security functionality
Advanced security functionality includes:
- Enhanced Disaster Recovery enhances the protection of your Zendesk data and provides for faster recovery in the event of a disaster that interrupts your Zendesk service.
- Advanced Compliance helps you fulfill your obligations under the Health Insurance Portability and Accountability Act (HIPAA). With this feature, you have the ability to enter into a Business Associate Agreement (BAA) with Zendesk.
Note: If you're an existing customer who purchased the original Advanced Security add-on, you can continue to renew this add-on for your account. See the PDF attached at the end of this article for information about this legacy add-on.
Exceptions to advanced security functionality
In addition to the exceptions mentioned in the Enhanced Disaster Recovery and Advanced Compliance articles, the advanced security functionality also may not apply to the following services:
- Zendesk Net Promoter Score (NPS) Surveys
- Zendesk Explore. See HIPAA considerations when using Zendesk Explore
- Other services managed and hosted by third parties and the data you enter into these other services, as defined in our Master Subscription Agreement.
Click here to learn more about security for Zendesk Talk. For the other services listed above click here to learn more about Zendesk security.
21 Comments
Please lower the bar for this... 50 agent, $2,000 per month minimum is a high barrier of entry.
Ditto
Agreed. Would love to see this available on the Plus package and not forced to Enterprise.
Agreed with @Mike
Is there a possibility this pricing can be reduced to a more reasonable level - we need HIPAA compliance but not 50 agents, and given this level of pricing, we are probably likely to use Atlassian ServiceDesk instead, which has a much better pricing model.
We could not afford it and after talking with support settled on a policy of leaving PHI out and using the Ticket Redaction App, which is free, should there be a mistake.
Hey Roger!
I'd recommend getting in touch with our Sales team; they'd be able to let you know whether that's possible or not.
@Brian, thanks for sharing your solution!
We finally get the BAA we've been requesting for years, but only if you spend a fortune for the Enterprise level service? I'm very disappointed. Zendesk will be an outlier in this field. Is there truly such a premium for HIPAA compliance?
There are many small healthcare startups that are starving for HIPAA-compliant integrations, but there's no way we'd need 50 agents or could afford $2000/month. Please know that it's not just giant hospital systems and insurers that need this functionality - help us little guys, too.
Does someone knows what iti is the standard SLA without this add-on? For SLA I mean when I've a issue(on zendesk side) that block my activity and I cannot meet my SLA with my internal customers.
Amazon Web Services, Dropbox, and more now offer this as part of their services. I encourage you folks to take a look at the market and reconsidered your current product offering and associated costs. There are a ton of SMBs and small medical providers who need to protect ePHI and receive BAAs from their vendors.
Wow, that's... still way too much. As a comparison, Help Scout offers a BAA starting at $10/month. Zendesk's minimum cost is 80 times as high.
Agreed, definitely still too high. And requiring the enterprise plan. There are users that are not on the enterprise plan that would love to have these features at a reasonable cost. This is not reasonable.
Hi, may i know the current pricing for this solution for 20 agents?
Thanks
Hi Max,
Great article. It looks like HIPAA compliance is now available for products other than just enterprise. Confirmation on this point would be greatly appreciated.
Thanks,
Andrew
Hi Andrew,
Just to clarify that Enterprise is a type of plan, not a Zendesk product. And, at the present moment, the advanced security feature mentioned in this article is only available as an Add-on for Enterprise accounts/planners.
Hope to have clarified!
Ingrid R. | Customer Advocate | support@zendesk.com
Hi Zendesk
I have a question
- Do I have to buy Support Enterprise + Advanced Security add-on for data encryption ?
otherwise all my data is stored in AWS without encrypting ?
Hi Cho,
You are correct and you must be on Support Enterprise and purchase the Advanced Security add-on to have your data encrypted. If this is something you're interested in and wish to hear more about pricing, I would encourage you to reach out to your Account Executive so they can assist further :)
Let me know if you're not sure who your AE is and I can generate a ticket on your behalf.
Cheers!
Another vote for this.
Is this plan still valid and if so, what's the cost nowadays please?
They have separated out the DR fee so it's cheaper now. I think you need Enterprise ($125 per user/month list) and the Advanced Compliance ($25 per user/month list).
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