Privacy Policy

Divergent Dental Resources, LLC (“Divergent Dental,” “we,” “us,” or “our”) operates this website (divergentdental.com), the Divergent Dental Hub (hub.divergentdental.com), and related reporting, patient engagement, and support services (together, the “Services”). This Privacy Policy explains how we collect, use, share, and safeguard information when you visit our website, use the Services, or contact us.

Patients who use forms, reminders, or booking pages that a dental practice provides through our Services should read that practice’s privacy notice. We process that patient information on the practice’s behalf, as described in Section 6.

1. Information We Collect

1.1 Information you give us

• Account information. Your name, email address, phone number (optional), organization or practice name, and role, when you sign up or are invited to the Hub.
• Contact and demo requests. Your name, email address, phone number, practice name, and message, when you contact us, book a demo, or join a waitlist.
• Billing information. Billing contacts and subscription details. Card payments are processed by Stripe; we do not store card numbers on our servers.
• Support conversations. Messages you send us through live chat, email, or phone, and feedback you leave in the Hub.

1.2 Practice data

When a practice connects its practice management system, we sync the data needed to produce its reports. This includes practice metrics such as production, adjustments, write-offs, payments, new patients, attrition, appointments, and provider and clinic identifiers.

Some features use patient-level information, such as morning huddle reports, patient engagement call lists, patient forms, appointment reminders, online booking, insurance eligibility, and patient maps. Depending on the features a practice uses, this can include patient names, contact details, appointments, treatment and insurance information, and forms patients complete. This information is protected health information (PHI), and we handle it as described in Sections 5 and 6.

1.3 Ask Silas (AI assistant)

Ask Silas is an artificial intelligence (AI) assistant in the Hub. When you use it, we collect and store:

• The questions you ask and Silas’s answers, including the reasoning the AI model produces
• Your name, your practice, and the date and time of each question
• The AI model used, the amount of processing it took, and its cost
• Any rating or comment you leave on an answer

Silas answers from your practice’s aggregate reporting data, such as production, collections, and case acceptance, and from Hub help content. Please do not enter patient names or other patient details in Ask Silas. Questions that appear to contain them are blocked. Silas is AI and can make mistakes, so check important numbers against your reports.

1.4 Technical and usage data

When you use the Hub, we automatically collect:

• Browser type and version, operating system, and device information
• IP address
• Pages visited, features used, and the date and time of access
• Sign-in, security, and audit events

On this website we use privacy-friendly, cookieless analytics that measure aggregate traffic only (see Section 9).

2. How We Use Information

• Provide the Services, including dashboards, morning huddle reports, KPI analytics, and patient engagement tools
• Deliver scheduled reports by email or other channels you choose, and store encrypted PDF reports
• Send patient forms, reminders, and booking messages on a practice’s behalf when the practice turns them on
• Answer Ask Silas questions, and review Ask Silas conversations to improve answer quality, provide support, and enforce usage limits
• Authenticate users and keep accounts and the Services secure
• Process billing and manage subscriptions
• Respond to inquiries and support requests
• Send service messages, such as account alerts, report delivery, and product updates
• Improve the Services, including through product analytics where you have consented
• Comply with legal obligations and enforce our agreements

Some daily report emails include a short note written by an AI model. Only aggregate practice numbers are sent to the model for this, never patient information.

3. How We Share Information

We do not sell, trade, or rent your personal information. We share information only:

• With service providers who help us operate the Services, under confidentiality and data-protection obligations (listed below)
• With your consent or at your direction, such as delivering reports to the recipients you choose
• To comply with law, legal process, or a lawful request
• To protect the rights, property, or safety of our customers, our users, us, or others
• In connection with a merger, acquisition, or sale of assets, with notice to affected customers

Our main service providers are:

• Amazon Web Services (AWS): hosting, databases, file storage, content delivery, transactional email (SES), and address mapping (Amazon Location Service). AWS maintains SOC 2, HIPAA, and other compliance certifications.
• Amazon Bedrock (AI processing): Ask Silas questions, and the practice data needed to answer them, are processed by AI models, including Anthropic’s Claude models, hosted on Amazon Bedrock within AWS in the United States. Amazon Bedrock does not use this content to train AI models and does not share it with the model providers.
• Mailgun: delivery of scheduled report emails and newsletters.
• Telnyx and Flowroute: text message delivery for patient reminders and support conversations.
• Stripe and FreshBooks: payment processing and invoicing.
• Cloudflare: DNS, content delivery, security, and Turnstile bot protection at sign-in.
• SignWell: electronic signature of Business Associate Agreements.
• PostHog: product analytics in the Hub, only if you opt in. No PHI is sent to PostHog, and session recording is off.

4. Data Security

• Encryption in transit: data between your browser and our servers is encrypted with TLS 1.2 or higher.
• Encryption at rest: databases and file storage are encrypted with AES-256. PDF reports that contain patient information are individually encrypted.
• Per-practice database isolation: each customer’s practice data is stored in a separate database.
• Access controls: role-based access, multi-factor authentication (MFA), and device trust protect accounts.
• Infrastructure security: the Services run on AWS with network isolation and regular security updates.
• Audit logging: we log data access and administrative actions for security monitoring and compliance.

5. HIPAA and Business Associate Agreements

For practices subject to HIPAA, we act as a business associate and sign a Business Associate Agreement (BAA). Where we process PHI, we apply the minimum necessary standard, follow the HIPAA Privacy and Security Rules, and will notify affected practices of a breach as HIPAA requires. See our Business Associate Agreement page for details.

6. Patient Information We Process for Practices

When a practice uses our Services, the practice controls its patients’ information and we process it only to provide the Services to that practice, under our BAA with it. We do not use patient information for our own marketing or sell it. Patients with questions about their information should contact their dental practice. We will help practices respond to patient requests as the BAA requires.

7. Data Retention and Deletion

• Account information: kept while your account is active, plus a reasonable period after it closes for legal and business purposes.
• Practice data: kept for the term of the subscription. After the account ends, practice data is deleted within 90 days unless law or a BAA requires longer.
• Generated reports: kept for the term of the subscription and removed when the account is deleted.
• Ask Silas conversations: the text of questions and answers is kept for 180 days and then deleted. Removing a chat from your Ask Silas history hides it from you right away, but we keep the text for the rest of the 180 days for quality review, support, and usage limits. Usage records without the text (date, user, practice, model, usage, and cost) are kept for billing, usage limits, and reporting. Ratings and comments you leave on answers are kept to help us improve Silas.
• Audit logs: security and access logs are kept for at least 6 years to meet HIPAA requirements.
• Website inquiries: kept as long as needed to respond and follow up, then deleted.

You may ask us to delete your data at any time. We will process deletion requests within 30 days, subject to legal retention requirements and any BAA.

8. Your Rights and Choices

Depending on where you live, you may have the right to:

• Access a copy of the personal information we hold about you
• Correct inaccurate or incomplete information
• Delete your personal information, subject to legal and contractual obligations
• Export your practice data in a machine-readable format
• Opt out of Hub product analytics at any time from the consent banner or your account settings
• Unsubscribe from non-essential emails using the link in each email

To use any of these rights, email support@divergentdental.com.

9. Cookies and Analytics

This website uses Plausible Analytics, a self-hosted, cookieless tool that measures aggregate traffic only, so no cookie consent is needed to browse it. The Hub uses essential cookies to keep you signed in and secure, and optional analytics cookies only with your consent. See our Cookie Policy for the full list.

10. Third-Party Links

Our website and Services may link to sites run by others. We are not responsible for their privacy practices and encourage you to read their policies.

11. Children’s Privacy

The Services are not directed to children under 13, and we do not knowingly collect personal information from them. If we learn that we have, we will delete it. Contact us if you believe a child has given us personal information.

12. Changes to This Policy

We may update this Privacy Policy from time to time. We will post the new version here and update the “Last updated” date. For significant changes, we will also notify customers through the Hub or by email. Continued use of the Services after changes are posted means you accept the revised policy.

13. Governing Law

This Privacy Policy is governed by the laws of the State of Texas, without regard to conflict of law principles. Disputes are resolved as described in our Terms of Service.

14. Contact Us

Questions or requests about this policy or our data practices?

Divergent Dental Resources, LLC
Email: support@divergentdental.com
Phone: 888-755-5728