service uptime
99.9%
Published service uptime. We do not publish service credits.
Trust center
Trust terms, routing limits, and live-issue handling.
Review what Velyn can finish, what goes to staff, what gets checked before live calls move, and what we publish about uptime and response.
setup answer time
1 business day
We answer setup questions within one business day.
when we contact you
30 minutes
Direct outreach starts within 30 minutes after a confirmed live issue. We do not publish an RTO, RPO, or restoration-time guarantee.
BAA before live calls
Available
A BAA is available before live calls start if your office needs one. It covers how we handle data. It does not change who makes clinical decisions or who is responsible for patient care.
Before live calls
What gets checked before live calls move?
The office phone line stays as-is while setup is reviewed. These are the steps we make public before routing live patient calls.
Scheduling systems
Direct scheduler booking: none yet. Waiting on vendor access: Open Dental, Eaglesoft, and Dentrix. Later scheduler work: Denticon, Curve Dental, and CareStack.
See integration details01. Setup review
Setup answer within 1 business day
We review your hours, office rules, scheduling system, and whether the setup fits your office.
Nothing changes on the office phone line while setup is under review.
02. Booking rules
Routine scheduling rules are set with your team
Cleanings, recalls, new-patient visits, reschedules, and other routine booking calls are set before live calls move.
Calls about pain, treatment questions, same-day requests, and still-unclear callers stay with staff.
03. Backup path
Backup number and ring-out path checked before live calls move
Before live calls move, we call the backup number your office chose and confirm where a caller lands if that line rings out.
If the backup path is not set, the office phone line stays unchanged.
04. Live calls
Billing starts only after setup is complete
No live routing and no billing until setup is complete and your team has reviewed the setup.
A BAA is available before live calls start if needed.
Routing limits
Which calls can Velyn finish, and which go to staff?
A call can start as a simple booking and still end up with staff. That happens when the caller needs clinical judgment, asks for a same-day slot, or is still unclear after one follow-up question.
Velyn can finish it
Velyn can finish routine scheduling when the request fits the office rules your team approved.
It goes to staff
Calls about pain, treatment questions, same-day requests, or times outside the office rules go to staff.
If the request is still unclear
Mixed intent, heavy background noise, or a caller who is still unresolved after one follow-up question. Once the call crosses that line, Velyn Dental stops probing and sends staff a handoff note with the callback number, the last request it heard, and the reason the handoff triggered.
Before live calls move
Before live calls move, we call the backup number your office chose and confirm where a caller lands if that line rings out. Nothing changes on the office phone line until your team has reviewed setup.
Velyn can finish it
Routine scheduling that fits the office rules your team approved before live calls move.
A routine booking Velyn can finish
Velyn can finish a routine booking when the request matches the visit types, hours, providers, and office rules your team approved.
- Cleaning next week
- Recall already due
- New-patient visit with an intake path your office approved
- Routine reschedule inside office rules
It goes to staff
Calls about pain, special requests, or anything a person needs to judge.
What if someone's in pain?
Pain, swelling, post-op concerns, treatment questions, and other calls that need clinical judgment go to staff.
- Tooth pain
- Swelling after extraction
- Treatment or medication question
What if the patient needs to be fit in?
Same-day requests and anything outside the office rules go to staff instead of being forced into the schedule.
- Same-day add-on request
- Request for a provider or time the office did not approve
- Special approval or front-desk request
What if the caller is still hard to pin down?
Mixed intent, heavy background noise, or a caller who is still unresolved after one follow-up question. Once the call crosses that line, Velyn Dental stops probing and sends staff a handoff note with the callback number, the last request it heard, and the reason the handoff triggered.
- Caller mixes a booking request with symptoms or insurance questions
- Background noise keeps the request unclear
- The request changes while the call is in progress
- The team needs to decide the next step
When things break
What happens if calls stop answering?
Here is the public promise: Before live calls move, we call the backup number your office chose and confirm where a caller lands if that line rings out.If we detect or you report that calls aren’t answering normally, we contact the practice directly within 30 minutes. We do not publish a restoration-time SLA or a service-credit table.
Confirmed live issue
A live issue affecting routing is confirmed.
New calls use the configured backup path, and we contact the practice directly within 30 minutes after the issue is confirmed.
Failover happens first while the issue is being worked. We do not publish an RTO, RPO, or restoration-time guarantee.
Velyn Dental is still unsure after a follow-up question
The caller's request is still unclear after one follow-up question.
The call leaves the routine scheduling flow and goes to your team with the callback number, the last mixed request Velyn heard, and the reason the handoff triggered.
That gives staff enough detail to decide whether to take the transfer live, call back, or route the patient onward without replaying the conversation.
A routing rule sends the same kind of call down the wrong path
Any single misroute is reviewed within 24 hours. If a second misroute of the same type happens, we pause that rule automatically.
If the same type of call misroutes more than once in a day, we treat it as a system issue, not a one-off. Calls fall back to the backup path while we investigate, and we contact your practice with the pattern we found.
We fix the rule and re-test it against your scripts before that route resumes — usually within one business day.
Trust center FAQ
Questions before live calls move.
These are the public answers on routing, billing start, live issues, and BAA timing.
When is a BAA available?
Any HIPAA-covered practice should request one. We typically send the BAA within 2 business days of request, and it must be signed before live calls start. Email sales@velyndental.com.
What calls can Velyn finish?
Routine cleanings, recalls, new-patient visits, and reschedules can be finished when the request fits the hours, visit types, and office rules your team approved.
What still goes to staff?
Calls about pain, treatment questions, same-day requests, times your office did not approve, and calls that are still unclear after one follow-up go to staff. Your team sees the caller's number, what they were trying to do, and whether the call came through live or still needs a callback.
What makes a call 'unclear'?
Mixed intent, heavy background noise, or a caller who is still unresolved after one follow-up question. Once the call crosses that line, Velyn Dental stops probing and sends staff a handoff note with the callback number, the last request it heard, and the reason the handoff triggered.
Do you publish a Spanish-language or bilingual promise?
If a large share of your callers prefer Spanish or another language, we review that during setup. We only turn on language coverage your office has confirmed.
What happens if the backup line rings out?
Backup routing means the caller goes to the backup number your office chose first. If that line rings out, the caller lands wherever that number already sends voicemail or after-hours calls.
When does a BAA matter?
A BAA is available before live calls start if your office needs one. It covers how we handle data. It does not change who makes clinical decisions or who is responsible for patient care.
What happens during a confirmed live issue?
If a live issue is confirmed, we contact the practice directly within 30 minutes. Before live calls move, we call the backup number your office chose and confirm where a caller lands if that line rings out.
What gets checked before live calls move?
Before live calls move, we call the backup number your office chose and confirm where a caller lands if that line rings out. Nothing changes on the office phone line until your team reviews setup.
Do you publish a restoration SLA?
No. We commit to direct outreach within 30 minutes after a confirmed live issue, but we do not publish an RTO, RPO, restoration-time guarantee, or a service-credit table.
Where should we send trust questions?
Send trust questions to support@velyndental.com.
Trust questions: support@velyndental.com