HIPAA Compliance for Front Customers

Effective April 14, 2025.

The Health Insurance Portability and Accountability Act (HIPAA) is a set of laws passed by the U.S. government to ensure the privacy and protection of Protected Health Information (“PHI”).

HIPAA applies to healthcare providers, health plans, and healthcare clearinghouses. These organizations must follow strict guidelines to protect patient information. When they work with third-party vendors who handle PHI, those vendors, called business associates, must also comply with certain HIPAA rules. This relationship is formalized through a contract known as a Business Associate Amendment (“BAA”).

Customers may have the ability to enter into a Business Associate Amendment (BAA) with Front to cover use cases where PHI may exist within the Front Services. Front reserves the right to enter into BAAs for Customers whose annual contract price with Front meets a certain threshold.

The BAA only applies to features and functionality that are expressly stated to form part of the “Included Functionality” in the BAA. The BAA does not apply to certain features and functionality that are excluded from the definition of “Included Functionality,” as further detailed in the BAA and on this page. For the current list of ineligible features, please see below.

For customers who have executed a BAA with Front, the following table shows the current list of features that are ineligible for coverage by the BAA (i.e. they are excluded from the definition of “Included Functionality” in the BAA):

“Included Functionality” means the Services with the exception of the following functionality:

• Live Chat and Chatbots
• AI Features
• Email Notifications
• Knowledge Base
• Email Tags
• Sending email through Front’s native email service (this does not affect the use of Gmail, Office 365, or Outlook)

Front’s definition of Included Functionality may change from time-to-time due to changes in law and changes to the Front Services. Front recommends that Customers follow this article to be apprised of any changes. Customers may subscribe to receive notifications of updates regarding our BAA by clicking here.

For more information on HIPAA or the BAA, please contact Front at [email protected].