Data Security Policy

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This Data Security Policy explains how Medplix.AI ("Medplix", "we", "us", or "our") — a brand and product of Medplix AI Pvt. Ltd., India — protects the information handled through our cloud-based healthcare management platform and related applications, including the OPD, IPD, ICU, OT, laboratory (LIS), pharmacy, GST-ready billing, HR and payroll modules, owner dashboards and analytics, Medplix Bazaar, AI Connect and the Medplix Sales CRM (collectively, the "Services").

It should be read together with our Privacy Policy and Terms & Conditions. Under Indian law, when a hospital, clinic, laboratory, diagnostic centre or pharmacy uses the Services, that customer is the data fiduciary (controller) of the patient and clinical data it enters, and Medplix acts as a data processor on the customer's documented instructions. Medplix separately acts as a data fiduciary for the business account, website, CRM lead and usage data it collects in its own right. No system can be guaranteed to be completely secure, but we take the safeguards described below seriously and work continuously to protect the data entrusted to us.

1. Purpose & scope

This Policy sets out the technical and organisational measures Medplix.AI applies to protect the confidentiality, integrity and availability of data processed through the Services. It applies to all data handled by the platform, including patient, clinical, diagnostic, prescription and pharmacy records entered by our customers; business account and contact data; website and CRM lead data; billing and financial data; and usage and system data generated by the Services.

This Policy is designed around the requirements of the Digital Personal Data Protection Act, 2023 (the "DPDP Act"), the Information Technology Act, 2000 and the Information Technology (Reasonable Security Practices and Procedures and Sensitive Personal Data or Information) Rules, 2011 (the "SPDI Rules"), and reflects the sensitivity of healthcare data handled under applicable clinical-establishment, medical, pharmacy and GST regulations in India. It describes our current practices; specific contractual commitments to a customer are governed by the agreement between that customer and Medplix.

2. Our security principles

Our approach to security is built on a few consistent principles:

• Confidentiality: data is accessible only to those who are authorised to see it, on a need-to-know basis.
• Integrity: data is protected against unauthorised alteration, and changes to important records (such as edits and bills) are logged.
• Availability: the Services are engineered for reliable access, supported by automatic backups and 24/7 support.
• Security by design: we consider security as part of how features are designed and built, rather than as an afterthought.
• Least privilege: users, staff and systems are given only the access they need to perform their role, and no more.

3. Encryption

We use encryption to protect data both while it is moving and while it is stored:

• In transit: connections between users' browsers or devices and the Services are encrypted using industry-standard Transport Layer Security (TLS), so that data travelling over the network is protected against interception.
• At rest: data stored by the Services is encrypted at rest on our hosting infrastructure.

We work to keep our encryption configurations aligned with current, widely accepted standards and update them over time as those standards evolve.

4. Access control & authentication

Access to data within the Services is controlled and permissioned:

• Role-based access control (RBAC): each user is assigned a role that determines which modules, screens and actions they can access, so that (for example) a pharmacy user, a laboratory technician, a billing clerk and an owner see only what is appropriate to their role.
• Per-login permissions: customer administrators can configure permissions for individual logins and adjust them as staff responsibilities change.
• Authentication: access requires individual login credentials, and we encourage the use of strong, unique passwords for every user.
• Administrative controls: customer administrators can create, modify, suspend and remove user logins for their own organisation, supporting prompt off-boarding when staff leave or change roles.

5. Tenant isolation

The Services are multi-tenant, meaning many organisations use the same platform. Each customer organisation is logically isolated so that its data is kept separate and each organisation can access only its own data. Users of one hospital, clinic, laboratory or pharmacy cannot see or reach the records of another. Our AI Connect feature is read-only and tenant-isolated: it exposes a given organisation's data only to that organisation's authorised connection to an AI assistant (such as Claude or ChatGPT) and never blends data across tenants.

6. Infrastructure & network security

The Services are hosted on reputable, established cloud infrastructure that maintains its own physical and environmental security controls for its data centres. At the network and platform level we apply measures such as firewalls and restricted network access, segregation between environments, and hardening of servers and services to reduce their exposure. Administrative access to production systems is limited to authorised personnel and controlled through the principles set out in this Policy. We apply security patches and updates to our systems on a regular basis.

7. Backups & disaster recovery

We perform automatic daily backups of platform data so that it can be restored in the event of accidental loss, corruption or a system failure. Backups are used to support recovery and continuity of the Services. We periodically review our backup and restoration processes and work to restore normal operation as quickly as reasonably practicable following a disruptive event. While we design for resilience, no backup or recovery process can guarantee against every possible form of data loss.

8. Logging, auditing & monitoring

The Services maintain audit logs and trails to support accountability and traceability. Depending on the module, these can include records of key actions such as edits to clinical and billing records, generation and modification of bills, and user logins. Audit trails help customers investigate discrepancies, support internal governance, and demonstrate accountability. We also monitor our systems for availability and for signs of unusual or suspicious activity, and review relevant logs as part of our security operations.

9. Secure software development & change management

Security is considered throughout our software development lifecycle. Changes to the Services follow a change-management process that typically includes code review, testing before release, and controlled deployment, so that new features and fixes can be introduced without unnecessarily disrupting live data. We work to identify and remediate vulnerabilities in our own code and in the third-party components we use, and we prioritise security-relevant fixes.

10. Personnel security & training

Access to customer data by Medplix personnel is limited to those who need it to operate, support or maintain the Services, and is granted on a need-to-know basis. Our team members are bound by confidentiality obligations, and we make staff aware of their responsibilities for protecting data and handling it appropriately. We provide guidance and training on data protection and security practices relevant to their roles, and update this guidance as our practices and applicable law evolve.

11. Sub-processor security

We use a limited number of trusted third-party providers (sub-processors) to help deliver the Services — for example, cloud hosting, backup, communication and payment infrastructure. Where such providers process data on our behalf, we seek to engage reputable vendors and to place them under confidentiality and data-protection obligations consistent with this Policy and applicable law. Payment card details, where relevant, are handled through secure third-party payment providers; we do not store full card numbers.

12. Incident & data-breach response

We maintain processes to respond to security incidents. If we become aware of a security incident affecting data we process, we work to contain and investigate it, to assess its impact, and to take corrective action to reduce the risk of recurrence. Where a personal-data breach occurs, we handle notification in a manner aligned with the DPDP Act and other applicable law — this includes, where Medplix acts as a data processor, informing the affected customer (as data fiduciary) so that the customer can meet its own notification obligations, and, where Medplix acts as a data fiduciary, notifying the Data Protection Board and affected individuals as required. Customers should report any suspected incident to us promptly using the details in this Policy.

13. Data retention & secure deletion

We retain data for as long as needed to provide the Services and as required by applicable law, including record-keeping obligations that may apply to healthcare, billing and tax records. On termination or expiry of a customer's subscription, the customer may request an export of its data for a reasonable period, after which the data may be deleted from active systems in accordance with our processes and applicable law, with backup copies aging out in the ordinary course. We apply reasonable measures to delete or de-identify data securely when it is no longer required.

14. Shared responsibility

Security is a shared responsibility between Medplix and its customers. Medplix is responsible for the security of the platform and infrastructure as described above. Customers are responsible for how they configure and use the Services, including:

• choosing strong, unique passwords and keeping login credentials confidential;
• creating, managing and promptly removing their own users, and assigning appropriate roles and permissions;
• securing the devices, networks and browsers their staff use to access the Services;
• obtaining any patient consents required by law and using the Services in compliance with applicable medical, pharmacy, data-protection and tax regulations; and
• notifying us promptly of any suspected unauthorised access or security concern.

15. Standards & compliance posture

We design our security practices around widely recognised information-security principles and are working towards maturing them over time. References in our materials to frameworks or standards mean that our practices are aligned with or designed around such principles; unless we expressly state otherwise in writing, they should not be read as a claim that Medplix holds any particular certification (such as ISO 27001, SOC 2, HIPAA or NABH). The Services are built to support customers in pursuing their own quality, accreditation and compliance goals — including NABH and similar programmes — by providing controls such as role-based access, audit trails and tenant isolation, but responsibility for a customer's own accreditation rests with that customer. Where relevant, the Services are designed to work with, and working towards interoperability with, India's digital-health ecosystem, including the ABDM/ABHA framework.

16. Reporting a security concern / responsible disclosure

We welcome responsible disclosure of security issues. If you believe you have found a vulnerability, or you suspect a security incident or unauthorised access involving the Services, please contact us promptly at support@medplix.ai with enough detail for us to investigate. We ask that you avoid accessing, modifying or deleting data that is not yours and that you give us a reasonable opportunity to investigate and address the issue before disclosing it publicly. We appreciate the efforts of researchers and users who help us keep the Services secure.

17. Contact

For any questions about this Data Security Policy, or to report a security concern:

• Email: support@medplix.ai
• Phone: +91 95408 89999

See also our Privacy Policy and Terms & Conditions.