Privacy Policy

ConnectSAW (“ConnectSAW,” “we,” “us,” or “our”) is a workflow platform for dental offices. It turns patient messages, forms, payments, faxes, reminders and insurance requests into trackable tasks for the practice team. ConnectSAW is operated by SAW LLC.

This policy applies to:

• Website visitors — people who visit connectsaw.com.
• Practice customers and their staff users — dental practices that subscribe to ConnectSAW and the owners, managers, providers and front-desk team members who sign in to it.
• Patients of practices that use ConnectSAW — people who receive texts, emails, forms, payment requests or other communications from their dental practice through ConnectSAW. Section 3 explains how this works for patients.

When a dental practice uses ConnectSAW, the practice decides what patient information is entered into or sent through the service. For that information, we act as a service provider to the practice and, where the practice is a covered entity under the Health Insurance Portability and Accountability Act (HIPAA), as the practice’s business associate.

• The dental practice’s own Notice of Privacy Practices governs how your protected health information (PHI) is used and disclosed. This policy does not replace it.
• We use and disclose PHI only to provide the service to the practice, as permitted by our Business Associate Agreement with that practice and by law.
• If you are a patient and want to access, correct, or delete your information, or have a question about how it is used, please contact your dental practice directly. If you contact us, we will refer your request to the practice and assist the practice as our agreement requires.

Account and contact information

When a practice signs up or a staff member is invited, we collect names, work email addresses, phone numbers, job roles, and sign-in credentials. Passwords are stored only in hashed form. We also collect the information used for multi-factor authentication.

Practice business information

Practice name, locations, business phone numbers, office hours, branding, billing contacts, and the settings the practice configures.

Information practices and patients submit

The content the service exists to handle: messages and conversations, completed forms and signatures, appointment details, reminders, insurance and claims information, faxes, documents and attachments, and payment requests. Card payments are processed by our payment processor; we do not store full card numbers.

Usage, device and log data

Like most online services, our servers record technical information when you use ConnectSAW or visit our website — for example IP address, browser and device type, pages or features used, and the date and time of requests. Inside the ConnectSAW application we also keep audit logs of user activity, which practices rely on for security and compliance.

Information from connected services

If a practice chooses to connect a third-party service — such as its Google Business Profile, its Facebook Page or its practice-management system — we receive information from that service as described when the practice connects it. Section 7 describes Google user data and Section 7A describes Facebook Page data.

• Sign-in cookies. When you sign in to the ConnectSAW application we set essential, secure, httpOnly session cookies so you stay signed in. They are required for the service to work and are not used for advertising.
• Our website. connectsaw.com does not use analytics or advertising cookies, and does not load third-party tracking scripts. It stores two small preferences in your browser: your light or dark display choice, and whether you have already seen the “book a demo” prompt during the current visit.

If we ever add analytics, we will update this policy first.

We use information to:

• provide, operate and maintain ConnectSAW, including sending the communications a practice asks us to send;
• create and secure accounts, verify identity and enforce multi-factor authentication;
• provide customer support and respond to requests;
• respond to demo requests and enquiries, and schedule and hold demo meetings;
• monitor, troubleshoot and improve the reliability and security of the service;
• detect and prevent fraud, abuse and security incidents;
• bill practices for the service; and
• comply with law and enforce our agreements.

We do not sell personal information. We do not use patient information for advertising, and we do not use patient information for any purpose other than providing the service to the practice as our agreements allow.

A practice can choose to connect its Google Business Profile to ConnectSAW. When an authorized user of the practice connects it, and with that user’s permission granted on Google’s consent screen, ConnectSAW accesses the practice’s Google Business Profile account and location information and its reviews.

How we use it

• to display the practice’s Google reviews in its ConnectSAW dashboard so the team can track and respond to them; and
• to post replies to reviews that the practice writes or approves in ConnectSAW.

We do not use Google user data for any other purpose.

How we protect and limit it

• The OAuth tokens Google issues to us are stored encrypted.
• We do not use Google user data for advertising, and we do not sell it.
• We do not use Google user data to develop, improve or train generalized artificial intelligence or machine learning models.
• We do not allow humans to read Google user data, except with the user’s consent, where necessary for security purposes such as investigating abuse, or to comply with applicable law.
• We do not transfer Google user data to others except as needed to provide the features described above, to comply with law, or as part of a merger or acquisition with notice to users.

ConnectSAW's use and transfer of information received from Google APIs to any other app will adhere to the Google API Services User Data Policy, including the Limited Use requirements.

Disconnecting

A practice can disconnect its Google Business Profile at any time from within ConnectSAW. You can also revoke ConnectSAW’s access from your Google Account at https://myaccount.google.com/permissions. When the profile is disconnected, we stop syncing and delete the OAuth tokens we stored. To have previously synced review information removed from ConnectSAW as well, contact us at info@connectsaw.com.

A practice can choose to connect its Facebook Page to ConnectSAW. When an authorized user of the practice connects it, signs in with Facebook and grants permission on Facebook’s consent screen, that user chooses one Page they manage. ConnectSAW then reads that Page’s recommendations: the recommendation text, its date, whether the person recommends the practice or not, and the reviewer’s name when Meta provides it.

How we use it

• to display the Page’s recommendations in the practice’s ConnectSAW dashboard so the team can track and respond to them; and
• to post replies that the practice writes in ConnectSAW, as comments from the Page.

We do not use Facebook Page data for any other purpose.

How we protect and limit it

• While the user chooses a Page, the Page access tokens for the Pages they can reply on are held encrypted for at most 10 minutes; after the choice, only the chosen Page’s access token is kept, stored encrypted. We do not store the signing-in user’s own Facebook access token.
• We do not use Facebook Page data for advertising, and we do not sell it.
• We do not transfer Facebook Page data to others except as needed to provide the features described above, to comply with law, or as part of a merger or acquisition with notice to users.

Disconnecting

A practice can disconnect its Facebook Page at any time from within ConnectSAW. When the Page is disconnected, we stop syncing and delete the access tokens we stored. You can also remove ConnectSAW from your Facebook account’s Business Integrations settings. To have previously synced recommendations removed from ConnectSAW as well, contact us at info@connectsaw.com.

ConnectSAW, operated by SAW LLC, provides the messaging platform; your dental practice is the sender of its patient messages. Informational campaigns may include appointment reminders and confirmations, scheduling updates, patient form links, billing notifications with secure payment links, and two-way replies to patient questions. Marketing or promotional messages from the practice require separate express written consent.

• Message frequency varies.
• Message and data rates may apply.
• Reply STOP to opt out at any time. Reply HELP for help.
• Consent to receive texts is voluntary and is not a condition of any purchase or of receiving care.

Before sending texts, the practice is responsible for obtaining and documenting consent for its identity as sender and the specific message purposes, in the form required by law and its messaging provider. A patient record or phone number alone is not SMS consent. Online SMS consent must be an optional, unchecked choice, separate from general terms acceptance and marketing consent. Publishing this policy does not enroll anyone in messages or establish carrier campaign approval.

Consent records may include the mobile number, the sender and purposes agreed to, the consent wording or script, and the date, method and evidence of the recipient’s agreement. We process records the practice provides only to operate and support its messaging, honor opt-outs and meet legal obligations, subject to the safeguards and retention rules in this policy and our agreements.

No mobile information will be shared with third parties or affiliates for marketing or promotional purposes. We do not sell or share your SMS opt-in data or personal information with third parties for marketing purposes.

We do not sell, rent or transfer SMS consent to another practice or sender. We use telecommunications and service providers to process phone numbers, message content and consent or opt-out information only as necessary to deliver messages and support the service on our behalf. This processing is subject to contractual restrictions and is not permission to use that information for their own marketing. Legally required disclosures remain subject to Section 9 and, for PHI, our Business Associate Agreements and HIPAA.

The SMS program terms in our Terms of Service also apply.

We share information only as described here:

• Service providers. We use carefully selected vendors to run ConnectSAW, under written contracts that limit their use of the information to providing services to us — and, where they handle PHI, under business associate agreements. They fall into these categories: cloud hosting and storage; SMS and voice delivery; email delivery; fax transmission; payment processing; practice-management-system integration; and electronic signature.
• The practice. Information submitted through a practice’s ConnectSAW account is available to that practice and its authorized users.
• Legal requirements. We may disclose information if required by law, subpoena or court order, or where we believe in good faith it is necessary to protect the rights, property or safety of our users, patients, the public or ConnectSAW. Disclosures of PHI follow our Business Associate Agreements and HIPAA.
• Business transfers. If SAW LLC is involved in a merger, acquisition, financing or sale of assets, information may be transferred as part of that transaction, subject to this policy and to our Business Associate Agreements. The SMS marketing nonsharing restrictions continue to apply; a transfer does not give another practice or sender permission to use a patient’s SMS consent.

We use administrative, technical and physical safeguards designed to protect information, including:

• encryption of data in transit and at rest;
• role-based access controls, so each user sees only what their role allows;
• separation of each practice’s data from every other practice’s;
• mandatory multi-factor authentication for staff accounts; and
• audit logging of access and activity.

No method of transmission or storage is completely secure, and we cannot guarantee absolute security. If we learn of a security incident affecting your information, we will notify affected customers as required by law and by our agreements.

We keep account and practice information for as long as the practice’s account is active and as needed to provide the service. Information we hold on behalf of a practice, including PHI, is retained, returned or deleted as the practice instructs and as our agreement with the practice requires. We may keep certain records, such as audit logs, billing records and backups, for longer where needed to meet legal, security or compliance obligations.

Demo requests that don’t lead to a customer relationship are deleted 18 months after our last contact with you; submissions we identify as automated or spam are deleted within 30 days.

• Practice customers and staff users can view and update most account information inside ConnectSAW. To request access to, correction of, or deletion of your personal information, email info@connectsaw.com. We may need to verify your identity first.
• Patients should make these requests to their dental practice, which controls their information (see Section 3).
• Text messages: reply STOP to any message to opt out.
• Google Business Profile: disconnect in ConnectSAW or revoke access at myaccount.google.com/permissions.
• Facebook Page: disconnect in ConnectSAW, or remove ConnectSAW in your Facebook account’s Business Integrations settings.

Depending on where you live, you may have additional rights under local law. We will honor those rights as the law requires.

Our website and the ConnectSAW application are intended for businesses and are not directed to children under 13. We do not knowingly collect personal information from children through our website. Dental practices may store information about patients who are minors; we handle that information on behalf of the practice, as described in Section 3.

We may update this policy from time to time. When we do, we will change the “Last updated” date at the top of this page, and if the changes are significant we will notify practice customers by email or in the application before they take effect.

Questions or requests about this policy or your information:

SAW LLC (ConnectSAW)
Email: info@connectsaw.com