IT support for dental and healthcare practices in Revelstoke.
A practice holds patient records, runs imaging equipment and cannot see patients when the server is down. We look after the computers, server, network and backups, and work alongside your practice-software and imaging vendors. Our team is based in Revelstoke.
- In CanadaWhere the off-site server backup is stored
- QuarterlyRestore tests, reported to you
- 24 hoursTo tell you about a security incident we find
Built around patient records and clinic hours.
The same managed IT service, set up for the way a practice works.
Practice software and imaging
Your practice-management software, imaging software and x-ray equipment stay supported by their own vendors, whether you run ClearDent, Dentrix, ABELDent or another system. We look after the computers, server and network they depend on.
- On Premium, we deal with those vendors for you, including during an outage
- Large Windows upgrades on the imaging computer are held back until your imaging dealer confirms they are supported
- If an update we installed breaks your practice software, we roll it back at no extra charge
Patient records you can get back
The server that holds your records is backed up in full, so the whole machine can be restored after a failure, and a second copy is kept away from the office.
- The off-site server backup is encrypted and held by a Canadian provider, locked so it can't be changed or deleted until its retention period ends.
- Backups keep 30 days of daily versions and 12 monthly versions.
- We test a restore every quarter and report each result to you in writing.
- We test a restore before we change anything on your server
Work planned around clinic hours
A reboot in the middle of a patient appointment is a problem we can avoid.
- Updates and restarts are scheduled outside your working hours or in a window we agree with you, with notice before any change that could affect your work.
- If the server, the network or the practice software goes down and the clinic can't see patients, it is a P1, our most urgent priority
Protection for every computer
Operatory, front-desk and office computers all get the same protection, and each staff member signs in to email with a second step.
- Protection on each computer that watches for and stops ransomware, attacks that lock your files and demand payment
- Blocking of known malicious websites
- Lock or wipe a lost phone or tablet that holds practice email (included on Premium, an add-on on Plus)
- A short staff security briefing every year, on Premium
Old computers and drives
A replaced computer still holds patient information. We keep the old drive in locked storage at your practice for 90 days in case anything was missed, then erase it to a recognised standard (NIST 800-88) and give you a written record.
- A signed record of who held the drive and when
- A written erasure record for your files
Records an auditor can read
On request, once a year, we give you the evidence behind the service: restore-test results, the remote-access log and our providers' security statements.
- Only named RevyTech staff can connect to your computers, through our management tool with two-step sign-in. Every session is logged, and you can see the log on request.
- RevyTech staff who access your systems sign written confidentiality undertakings and have passed criminal record checks.
A free consultation at your practice.
We visit the practice and look at how the systems behind your patient records are set up. The consultation and the written findings are free, and there is no obligation to sign anything.
- We arrange the visit around your patient hours
- We look at the server, imaging computer, network and backups
- We don't open patient records
- Written findings, with costs and what happens if nothing is done
The rules a practice works under.
We explain your obligations in plain terms. We are not lawyers: where a question needs a legal opinion, we say so.
BC's Personal Information Protection Act
PIPA requires a practice to make “reasonable security arrangements” for the personal information in its custody, and to destroy it or remove identifying details once it is no longer needed for its purpose or required by law.
For dental practices: the College's recordkeeping standards
The BC College of Oral Health Professionals expects patient records to be kept confidential and secure, disposed of so they cannot be reconstructed and transferred securely. It also expects the practice to respond appropriately if a privacy breach occurs.
What we do about them
Those are your obligations; the service is built to support them. If we become aware of a security incident affecting your systems, we tell you within 24 hours and help you work out who else needs to know. We tell you in writing which service providers we use and where each one keeps data. We don't hand work involving your data to anyone else without telling you first.
Plus or Premium.
We don't offer Basic to healthcare practices or to offices with a server. Basic has no advanced protection against ransomware and no backup, and those offices need both.
Compare every planPlus
Adds the protection and backups most offices need. The starting point for a practice or any office with a server.
- Everything in Basic
- Advanced protection on each computer (endpoint protection) that watches for and stops ransomware, attacks that lock your files and demand payment
- Blocking of known malicious websites
- File and folder backup of every computer, checked daily
- Review meeting with a written report every 6 months
Premium
The full service: we deal with your vendors, keep your IT documentation current and manage phones and tablets.
- Everything in Plus, with priority handling: your requests are worked ahead of other plans' each day
- Full server backup, stored off-site in Canada
- We deal with your software, internet and equipment vendors for you
- Documentation and equipment records kept current
- Phone and tablet management, and a yearly staff security briefing
- Quarterly review meeting with a written report
When the clinic cannot operate.
A clinic that cannot see patients is a P1, our most urgent priority. We start work within 1 hour, during the clinic hours written into your agreement.
| Priority | We respond | Our target to resolve |
|---|---|---|
| P1Your business cannot operateThe server or network is down, a key system is unavailable to everyone, or you suspect a security incident. | We start work within 1 hour, during the working hours in your agreement | Fixed by the end of that day, or a written restoration plan by then |
| P2One person or one room cannot workA computer won't start, or one person can't sign in. | Within 2 support hours | Next business day |
| P3Something is wrong, but there is a workaroundA printer is offline and another one works. | Within 1 business day | Within 5 business days |
| P4Requests, questions and changesA new staff account, a software install, a question. | Within 1 business day | Scheduled with you |
- Support hours for everyday requests follow our shop hours and are written into your agreement.
- A P1 is raised by phone on an emergency line we give you at onboarding. Email and the support portal are for everything else.
- The clock starts when we answer or when you leave a voicemail. It pauses while we wait on a third party, such as your software vendor, your internet provider or a parts delivery.
- Outside your working hours, call the same emergency line. After-hours work is billed separately at the rates in your agreement.
- If we miss a target, we tell you, explain why in writing and say what we changed. If we miss the 1-hour P1 start twice in a quarter, you may end the agreement with no early-termination charge.
A free consultation, then findings in writing.
Three steps, and nothing changes on your systems until you accept a proposal.
- 01
We visit the practice
We look at the server, the operatory and front-desk computers, the imaging computer, the network and how backups are done. We don't open patient records.
- 02
You get written findings
Each finding says what we saw, why it matters, what we recommend, what it costs and what happens if nothing is done.
- 03
You choose what to do
The proposal sets out the plan, the response targets and the privacy commitments. Work starts only after you accept it.
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Questions practices ask.
Which plan does a practice need?
Plus or Premium. Plus is $90 per computer per month and Premium is $110. On Plus, the full server backup is an add-on at $50 a month; on Premium it is included, along with vendor liaison, documentation and quarterly reviews.
Do you replace our practice-software or imaging vendor?
No. You keep your support arrangements and licences with those vendors, and they stay responsible for their software and equipment. We look after the computers, server, network and backups underneath, and on Premium we make the vendor calls for you.
Is our patient data stored in Canada?
The off-site server backup is encrypted and held by a Canadian provider, locked so it can't be changed or deleted until its retention period ends. We tell you in writing which service providers we use and where each one keeps data. We don't hand work involving your data to anyone else without telling you first. If your practice software keeps data in its own cloud, that backup remains the vendor's responsibility, and we confirm with them how it is done.
What happens if our server fails?
With a full server backup, we typically restore a failed server to the same or loaned hardware within 4 to 8 working hours of the failure being reported, depending on hardware availability. Without a full server backup, the server has to be rebuilt before files can be restored, which typically takes two to three clinic days.
Our computers are old and some run Windows 10. Do we have to replace everything at once?
No. We put the work in order of risk and price each phase separately, so the replacements can be spread over months. Where keeping an older computer for now is reasonable, we say so.
Can you tell us what the privacy law requires?
In plain terms, yes, and the privacy section above summarises the main rules. Where a question needs a legal opinion, we say so and suggest you ask a lawyer.
Will you work on our systems during clinic hours?
Updates and restarts are scheduled outside your working hours or in a window we agree with you, with notice before any change that could affect your work. Nothing changes on your systems until you accept a proposal and we schedule the first working visit.
Request a free consultation at your practice.
We look at your setup, explain what we find in writing and recommend the work to tackle first.