Everything you need to know about Kaila

Yes. Kaila operates as a HIPAA Business Associate and signs a Business Associate Agreement (BAA) with every dental practice before any Protected Health Information is processed. Our infrastructure runs on AWS and Google Cloud services that are covered under their own HIPAA Business Associate Addendums, so the compliance chain is unbroken.

We use AES-256 encryption at rest (managed through AWS KMS with automatic key rotation every 365 days) and SSL/TLS in transit on every connection between the client, transcription server, back-end, and external APIs. Master keys are protected by Hardware Security Modules. Multi-factor authentication and role-based access controls govern who can touch that data.

Yes. Audio is transcribed on a dedicated GPU server that runs de-identification (MITE NLP) before the transcript is sent anywhere else. The transcription server itself doesn't persist data — once your session disconnects, that copy is gone.

You'll hear from us within one business day of confirming an incident, with the nature, scope, and containment steps. A full breach assessment is completed within 10 calendar days, and if it qualifies as a HIPAA breach, formal notification follows within 60 days. Our incident response process covers triage, containment, recovery, root-cause analysis, and a post-incident report archived for six years.

Yes. Kaila maintains professional liability coverage of $1M per occurrence and $3M aggregate, plus dedicated cyber liability coverage for data breaches and privacy violations, and general liability coverage.

Kaila is sold on a subscription basis, with pricing shown on our main website. Please note that prices are subject to change with advance notice.

Both are available. Subscriptions are billed in advance — monthly or annually — according to the plan you select.

Subscription fees are non-refundable except where required by law. If you cancel partway through a billing period, you keep access through the end of that period but don't receive a prorated refund.

You can terminate your subscription at any time. No refunds for unused subscription periods, but service continues through the end of the current billing period.

We may update pricing, but only with 60 days' advance written notice. Continued use after the effective date counts as acceptance of the new pricing.

Late payments may result in service suspension after 10 days of non-payment. We'll reach out before that point to resolve any billing issues.

Kaila listens to consultations, procedures, and financial discussions, then produces real-time transcripts with multi-speaker tagging, SOAP-formatted clinical notes, after-care reports, and discussion summaries — all generated automatically and available to review immediately after the appointment.

Kaila is built specifically for dental terminology and uses speaker identification, procedure-code mapping, and context-aware formatting to maximize accuracy. That said, the AI is designed to assist with documentation, not replace clinical judgment. Final clinical decisions and chart accuracy remain your responsibility — every note should be reviewed before being signed off.

Notes are editable, and human review is a required part of the workflow by design. The agreement explicitly notes that the service requires human review and that clinicians retain responsibility for final accuracy.

Yes — de-identified transcripts are run through Google Cloud Natural Language to surface sentiment scores and emotional tone alongside each consultation summary. This can help with patient experience reviews and follow-up prioritization.

Transcription uses Nvidia Parakeet v2 for multi-speaker speech recognition. De-identification runs on MITE NLP. SOAP note generation, summaries, and after-care reports are produced through OpenAI's API. Sentiment analysis uses Google Cloud Natural Language.

You do. The customer retains full ownership of all clinical data, patient records, and practice-specific templates created using the service. Kaila does not claim ownership and won't use your data for any purpose other than delivering the service to you.

Active records are kept for a minimum of 90 days. Automated lifecycle policies enforce deletion with a full audit log of every deletion event.

Within 30 days of termination all data is securely deleted from our systems. You can request an export before cancelling.

Yes. Your data is yours to retrieve. Reach out to support@hellokaila.com to request an export during your active subscription.

DynamoDB records are removed using delete operations confirmed via deletion logs. Local and client-side caches are securely wiped with multi-pass overwrite. Encryption keys for anonymized data are revoked, making any residual ciphertext undecryptable. Every destruction action is timestamped in an append-only audit log.

Yes. Kaila integrates directly with the Open Dental API via secured webhooks for patient records, appointment data, and session metadata. The integration uses authenticated API keys, source-restricted network access, and full audit logging on every call.

Yes. The front-end client supports exporting assembled audio chunks and de-identified transcripts directly to your Google Drive folder via authenticated OAuth 2.0 with PKCE. Access is scoped to a single folder you designate.

Open Dental is the primary supported PMS today. Reach out to support@hellokaila.com for the current integration roadmap or to discuss a specific system you'd like to see supported.

All calls use SSL with certificate validation on both ends. API keys are stored encrypted in AWS Secrets Manager, decrypted only by the back-end service's IAM role, and rotated every 90 days. Permissions are scoped to the specific endpoints needed — no wildcards — and access is IP-restricted via VPC endpoint policies.

We target 99.9% uptime each calendar month, excluding scheduled maintenance and force majeure events. Scheduled maintenance is announced at least 48 hours in advance and typically runs during off-peak hours.

You're eligible for service credits: 5% of the monthly fee if uptime drops below 99.9% but stays above 99.0%, or 10% of the monthly fee if it falls below 99.0%. Submit a written request to support@hellokaila.com within 30 days of the affected month with dates, times, and impact. Service credits are the sole and exclusive remedy for uptime failures.

Technical support is available Monday through Friday, 8 AM to 5 PM ET, excluding public holidays. Reach us at support@hellokaila.com.

Response targets: 4 business hours for critical issues (service unavailable), 8 business hours for high-priority issues (significant functionality impaired), and 1 business day for normal issues and general questions.

Daily encrypted snapshots of all data with cross-region replication. Our targets are a Recovery Time Objective under 4 hours and a Recovery Point Objective under 1 hour. We run quarterly DR tests with documented results.