Short answer: in Canada. ZeroMiss stores conversation records, call notes, requests and audit logs in its cloud provider's Montréal region, encrypted, with identity details and transcripts sealed under a key unique to your clinic. The live work of understanding speech and writing replies goes through contracted inference and telephony providers, some outside Canada, which process the conversation in the moment and don't keep it.
Stored vs. processed: the distinction that matters
- Stored (at rest): Canada only. Chats, texts, call transcripts, requests, usage records and the access log.
- Processed in transit, not kept: the phone network, the speech-to-text and text-to-speech service, and the AI model that drafts replies. They handle the conversation to produce the next sentence, under contracts and settings that prevent retention and training.
- Your systems: bookings go into your own EMR or booking software, which stays your clinic's record.
We list every provider that touches patient information by role, with its location and retention, in a subprocessor register you receive at onboarding. You'll get 30 days' notice before we add or replace one.
How it's protected where it lives
- Encrypted at rest by default, plus a second layer for identity details and call transcripts using an encryption key created for your clinic alone, kept in Canada and rotated yearly.
- Encrypted in transit: TLS 1.2+ on the web, encrypted call signalling and audio on the phone side.
- Automatic deletion after 30 days; the secure-form copy of a patient's name and birth date is removed within 24 hours.
- When you leave, your clinic's key is destroyed, so any remaining copy is unreadable.
What this means for your privacy statement
PHIPA expects you to tell patients how their information is handled. We give you suggested wording that says it accurately: an AI reception service acts as your agent, stores information in Canada for no more than 30 days, and uses providers that may process calls outside Canada without keeping them.
Frequently Asked Questions
Is any patient data stored in the United States?
No patient information is stored outside Canada by ZeroMiss. Some live processing (speech recognition, AI replies, phone routing) runs through providers that may operate outside Canada and don't retain it.
Can you keep everything inside Canada, processing included?
For text conversations a Canada-only AI model is available as an option. Real-time voice relies on providers without a Canadian processing region today; we tell you exactly which steps are affected so you can decide.
Are backups kept somewhere else?
Storage and its protection stay in the Canadian region. Destroying your clinic's key at offboarding makes any remaining copy unreadable.
Do you sell or share the data?
Never. It's used only to provide the reception service to your clinic.
Bottom Line
Ask vendors two separate questions: where is it stored, and where is it processed. ZeroMiss stores in Canada and tells you plainly which live processing steps leave it, so your notices and your due diligence are accurate.