Security, privacy & HIPAA on Remoto
Interpreted conversations are often the most sensitive conversations an organisation has. This page describes, in one place, what data Remoto handles, how it is protected, who processes it, and what you can ask us to sign. It is written to be forwarded to your compliance, privacy, or IT reviewer.
Overview
What Remoto is
Remoto is ProZ.com's remote interpreting platform: on-demand and scheduled video and phone interpreting, plus white-label portals for agencies. ProZ.com is the operating entity and the name that appears on card statements.
The short version
- Encrypted in transit; managed stores encrypted at rest.
- Recording and captions are off unless enabled, and always consent-gated.
- Card data never touches our servers.
- Interpreters are identity-verified and approved per language pair.
- BAA available for qualifying customers on request.
HIPAA
HIPAA compliance can be provided on request. Contact [email protected] to submit your request.
SOC 2 Type II
Independently audited security controls for data protection and availability.
GDPR
Full compliance with European data protection regulations.
ISO 27001
International standard for information security management systems.
Data we process
We collect what is needed to connect a call, bill it, pay the interpreter, and support you afterwards — and not more. Optional features (recording, captions, calendar sync) add data only when switched on.
| Category | What and why |
|---|---|
| Account and contact data | Name, email, organisation, and login credentials for clients, agency staff, and interpreters. Interpreters additionally provide the professional profile that appears in the directory. |
| Call metadata | Who joined, language pair, start and end time, duration, connection quality, and the resulting billing record. This is the minimum needed to run, bill, and support a session. |
| Recordings and captions (optional, consent-based) | Sessions are recorded only when recording is enabled for that call, and live captions run only when enabled for that call. Every participant passes an explicit consent screen before joining a Remoto call, and can decline by not joining. |
| Payment data | Card and bank details are entered directly into our payment processors' hosted fields. Card numbers never touch Remoto servers; we store only the processor's token and the last four digits needed to show you which method is on file. |
| Interpreter identity documents | Applicants to the interpreter network submit a government ID and a matching selfie so we can verify who they are before approval. These documents are used for vetting only and are restricted to the review team. |
Encryption in transit and at rest
In transit
All web traffic is served over HTTPS (TLS). Video and audio media streams use the encrypted WebRTC transport (DTLS-SRTP) provided by our real-time infrastructure partner; signalling and chat also travel over TLS.
At rest
Application databases run on managed services with encryption at rest enabled by the provider. Recordings, where a call is recorded, are stored encrypted by our video infrastructure provider and are retrievable only through authenticated Remoto access controls.
Secrets and keys
Third-party API keys and payment-processor secrets are held server-side in environment configuration and never shipped to the browser. Access to production configuration is limited to the engineering staff who operate the service.
Access control and interpreter vetting
Role-based access
Clients, agency owners, agency staff, partner accounts, interpreters, and Remoto administrators each see only the screens and records their role needs. Agency portals are tenant-scoped: one agency cannot see another agency's calls, roster, clients, or rates.
Administrator controls
Remoto administrator sign-in requires a one-time code in addition to the account login. Sensitive administrative actions — such as approving an interpreter or marking a language pair as screened — record which administrator performed them and when.
Interpreter vetting
Interpreters are approved per language pair. Approval includes identity-document review with a face match against the applicant's selfie, a plausibility check on the claimed pairs, and confirmation of the credentials shown on the profile. Ongoing quality signals (ratings and complaints) can flag or suspend a specific pair.
Screening tiers agencies can require
Agencies can restrict which network interpreters may serve their clients: only interpreters with a HIPAA agreement on file, only interpreters whose pair has passed Remoto's ISO 18841 baseline screening, and only interpreters based in named countries. Interpreters who do not meet the criteria are never offered.
Recording and captions consent
- Off by default. A session is recorded only when the account arranging the call enables recording for it. Live captions likewise run only when enabled for that call.
- Consent before joining. Every participant — client, guest, or interpreter — is shown a consent screen stating that Remoto calls may be recorded, and must affirmatively accept before entering the call. Anyone who does not consent simply does not join.
- Who can access recordings. Recordings are stored by our video infrastructure provider and are accessible only to authorised call participants, the account that arranged the call, and authorised Remoto personnel for support, quality, dispute, or legal purposes.
- Retention. Standard retention for recordings and call metadata is stated in the Privacy Policy. Shorter or contract-specific retention (including deletion on request) is configurable for enterprise and agency accounts — ask us when you set up.
- External recording. Recording a session with tools outside Remoto without the consent of all parties is prohibited by our Terms of Service.
Sub-processors
The third parties that may process customer data on Remoto's behalf, and what each one does. We do not sell personal data and do not share it with advertisers.
| Provider | Purpose |
|---|---|
| Stream (GetStream.io) | Real-time video, audio, in-call chat, live captions, and recording storage |
| Stripe | Card and bank-account payments, payouts, and payment-method tokenisation |
| Braintree (PayPal) | PayPal payments, where that option is enabled for your account |
| Telnyx | Telephone connectivity for the dial-in phone line and phone dial-out |
| MongoDB Atlas | Managed application database |
| ProZ.com infrastructure | Application hosting and the account system Remoto shares with ProZ.com |
| SendGrid (Twilio) | Transactional email — invitations, receipts, and support replies |
| Calendar sync only, and only if an interpreter chooses to connect their Google Calendar |
HIPAA
Business Associate Agreement
Healthcare providers and their agencies can request a BAA with ProZ.com, Remoto's operator, for qualifying use. Email [email protected] with your organisation name and use case. We do not describe Remoto as “HIPAA certified” — no such certification exists — but we will put the required contractual and technical safeguards in place for covered workflows.
HIPAA-relevant controls
- Restrict coverage to interpreters with a HIPAA agreement on file (agency setting).
- Recording off by default; consent gate on every join.
- Encrypted transport for video, audio, chat, and captions.
- Role-scoped access; administrator actions attributed and timestamped.
- HIPAA-aligned interpreter training is available through ProZ.com Learn.
GDPR and data-subject requests
- You can request access to, correction of, export of, or deletion of your personal data. Requests go to [email protected] or through the support channels below and are handled by our Privacy Officer.
- Interpreter accounts can be removed from the network on request; profile data is taken out of the directory and downstream systems as part of that process.
- Guest participants who join a call without an account have their data retained only as long as needed to run and bill the session, and may request deletion.
- Standard retention periods for account data, call metadata, recordings, and billing records are published in the Privacy Policy. Shorter or customer-specific retention for recordings is available on request for enterprise and agency accounts.
Full detail, including the legal bases we rely on and how to contact a supervisory authority, is in Section 15 of the Privacy Policy.
Incident response and availability
Incidents
Suspected security incidents are triaged by the engineering team that operates Remoto. If an incident affects your data, we notify the account owner and any agency whose portal is involved, and we cooperate with the notification obligations in your BAA or data-processing terms. To report a concern, email [email protected].
Availability
Remoto runs across two ProZ.com data centres with health monitoring, and real-time media is carried by a globally distributed provider. Uptime commitments and support response times for enterprise and agency customers are set out in the service agreement rather than promised generically here.
Confidentiality for agencies
Agencies running a white-label portal on Remoto keep their client relationships, pricing, and roster private — from their clients, from interpreters, and from other agencies.
- Your end clients see your brand: your logo, colours, and portal address. Calls, invoices, and confirmations from your portal carry your name, not Remoto's.
- Interpreters never see your client-facing pricing. Interpreter payout is governed by their own rate or your roster agreement; the rate you bill your client is visible only to you and to Remoto.
- Portal data is tenant-scoped. Another agency on Remoto cannot see your clients, your roster, your call history, or your rate card.
- Recording is off unless you enable it, and every participant is told and asked to consent before joining a Remoto call.
How roster-first coverage and the network backstop work is described in the agency coverage & backstop terms.
Security and HIPAA FAQ
Is Remoto HIPAA compliant?
Remoto is built to support HIPAA-covered use: sessions are encrypted in transit, recordings are off by default and consent-gated, access is role-based, and agencies can restrict coverage to interpreters with a HIPAA agreement on file. A Business Associate Agreement (BAA) is available for qualifying customers on request — contact [email protected].
Will you sign a BAA?
Yes, for qualifying customers. Email [email protected] with your organisation name and use case and we will send you the agreement for review.
Are interpreting sessions recorded?
Only when recording is enabled for that specific call. Every participant sees a consent screen before joining a Remoto call and can decline by not joining. Recording adds a per-minute charge that is shown before you confirm.
Does Remoto store my card details?
No. Card and bank details are entered into Stripe's (or, where enabled, Braintree's) hosted fields and tokenised there. Remoto stores the token and the last four digits only, so you can see which method is on file.
Which third parties handle our data?
Stream for real-time video, audio, chat, captions, and recordings; Stripe (and optionally Braintree/PayPal) for payments; Telnyx for phone connectivity; MongoDB Atlas for the database; ProZ.com infrastructure for hosting; SendGrid for transactional email; and Google Calendar only if an interpreter connects it. The full list is on this page.
Can I get a completed security questionnaire?
Yes. Send your questionnaire (or your standard vendor-assessment form) to [email protected] and we will return it. Enterprise and agency accounts can also request a call with the team that operates the service.
How are GDPR data-subject requests handled?
Access, correction, export, and deletion requests can be sent to [email protected] or filed through the support channels on this page. Requests are handled by our Privacy Officer within the timeframes set out in the Privacy Policy.
Need a BAA, a completed questionnaire, or a call with the team?
Send your vendor-assessment form or BAA request and we will return it. Support tickets are tracked and answered by the Remoto team.
Keep reading
How much does an interpreter cost?
Live per-minute rates by language pair, plus typical industry prices.
VRI vs OPI vs on-site
Which interpreting mode fits your situation — a practical decision guide.
Compare interpreting services
How Remoto's marketplace model differs from traditional providers.
Remoto pricing
Pay-as-you-go, per-second billing, live rate explorer.
Agency coverage & backstop terms
Roster first, Remoto network as a backstop you control — rates, billing, and availability.