Frequently Asked Questions

Do you have an affiliate or reseller program?

Not Designed as a Reseller or White Label Solution Due to HIPAA Compliance and customer confidentiality, we cannot offer our service as a "white label" solution to other service providers. However, we do have an affiliate program, and our affiliates earn a residual commission for referring customers to us. Any clients referred by affiliates will sign up with us directly, and we will train and support them. Affiliates do not need to be involved in the setup, activation, or support processes ...

I've just signed up, now what?

Order Verification After you submit your order, it will be manually reviewed by a staff member during normal business hours: Monday through Friday, 8am to 5pm PST. We will call you to verify your order, so please make sure to let your receptionist know that you will be expecting a call from Entrvst. Once your order is approved, we will send you an email with further instructions on how to get started. Complimentary Setup For all new orders, we offer a complimentary setup and training call ...

How to send a password-protected, Encrypted Email

This tutorial will show you how to send a password-protected, encrypted email to any recipient outside of Entrvst. This message encryption feature is designed to encrypt the message body of the email and all attachments, delivering your message to the recipient through our Secure Webmail System. If you only need to send a file securely, you may also use our Secure File Link (http://support.entrvst.com/024685-Sending-files-with-Secure-File-Link) feature. Secure File Link provides simpler/fas...

What to expect with our Setup service

We take pride in our Complimentary Setup services for all new accounts Our mission is to make your life easier by taking charge of your set up so you and your team can concentrate on your business. To facilitate the smoothest possible transition or startup with our service, we strongly encourage you to take advantage of our complimentary setup and training call and complimentary email data migration services. As soon as your order has been submitted and verified, we will call you and schedule...

What to expect with our Migration service

We provide Migration Services so that your move to our email service will be as seamless and painless as possible. Transitioning to a new email host can seem daunting, but it doesn't have to be. For every new account, we offer a complimentary email data migration service. So long as you can provide us with access to the accounts where the email data is currently stored on the previous host's server, we will migrate your email data to our servers so you won't lose anything in the switch. For...

Can I use a BlackBerry with your email service?

The BlackBerry Email Application is not supported and is not a HIPAA compliant option. Entrvst does not operate Microsoft Exchange Server with BlackBerry Enterprise Server (BES) at our facility. Therefore a BlackBerry is unable to connect directly to our servers. Instead, the servers at Research In Motion Limited (RIM) act as IMAP/POP and SMTP proxies on behalf of the phone using BlackBerry Internet Service (BIS). This means all of your incoming and outgoing email go through RIM's servers in...

What kind of service level or uptime can I expect with Entrvst?

We have a service level history of 99.9%. There are 8,760 hours in a year, so that translates to a maximum downtime of 8.76 hours per year. Downtime is usually caused by scheduled or unscheduled maintenance, and our system is monitored at all times. Our facility has a fantastic track record of very minimal outages in over 10 years, and our servers have never exerienced a hardware or software failure. We have custom-built our technical infrastructure and systems for redundancy, security, and ...

What are the penalties for not being HIPAA compliant?

The United States Department of Health and Human Services (HHS) may impose civil and criminal penalties for non-compliance. There are 4 tiers of civil penalties. We will break down what the email breach penalties are for each tier. Tier 1 Only applies if you had absolutely no idea that you needed HIPAA compliant email. This is extremely hard to prove, but there are some folks out there that think sending PHI over a non-compliant email service is okay. HHS may give you a warning if you a...

POP vs. IMAP

Here is our explanation of the differences between POP and IMAP. _We recommend and support use of IMAP._ POP (Post Office Protocol) was the original method to download and receive emails from the mail server to one computer, and that's it... one computer. As people started to buy multiple computers, there was a need to be able to access the same email messages on two computers or more. To address this issue, POP3 (revision 3) was invented. It has a feature to "leave the message on the ser...