Standard Agreements, Faster Launches
One agreement. One process. Every practice.
Every On Call Central account is covered by the same four documents:
- Master Services Agreement (MSA): the service relationship, billing, and responsibilities
- Business Associate Agreement (BAA): HIPAA obligations for Protected Health Information
- Privacy Policy: how data is handled, retained, and protected
- Service Level Agreement (SLA): our availability commitments
These agreements were written for medical answering services and HIPAA-regulated communications. Our BAA is based on the HHS model Business Associate Agreement and covers the requirements HIPAA and the HITECH Act place on Business Associates. Every account executes it before any PHI reaches us. A practice that signs our BAA is not missing any protection HIPAA requires.
The MSA, Privacy Policy, and SLA are published on our website, and we send the BAA to anyone who asks at support@oncallcentral.com. You can review all four before you sign up.
Shared Infrastructure Is Why Our Pricing Works
Every Standard, Group, and Organizations account runs on the same platform. Thousands of physicians share our servers, monitoring, security work, and engineering effort. Every practice gets each improvement at the same time, and no single practice pays its full cost. That is how a small practice gets enterprise-grade infrastructure for $150 every four weeks, with published pricing, self-service setup, and no contract negotiation.
Shared Infrastructure Requires Shared Terms
We ship new features, improvements, and security updates frequently. We can do that because every customer on the platform has accepted the same agreements, so a release permitted for one customer is permitted for all of them.
If one customer on the shared platform had custom legal terms, every release would first need a review against that customer’s contract. One group’s agreement could delay or block an improvement meant for thousands of physicians. We will not put the rest of our customers in that position.
Custom Terms Require Dedicated Infrastructure
Some organizations cannot accept our standard terms. We can still serve them, but not on the shared platform. A customer with custom legal terms runs on dedicated infrastructure built and maintained for that customer alone. This is true for a one-provider practice and for a thousand-provider organization.
On dedicated infrastructure, new code ships to the shared platform first. We then review it against your agreement before deploying it to your system. Features arrive later, and some may not be deployable under your terms. Security updates go through the same review, which can delay them.
What That Does to Cost
A dedicated system has fixed costs regardless of size: hardware, hosting, system administration, patching, monitoring, backups, and legal review of your agreement and of every release. On the shared platform, thousands of physicians split those costs. On a dedicated system, one customer carries all of them.
For a small or mid-sized group, the total is often several times what the same group would pay on the shared platform. Dedicated agreements require a minimum one-year commitment. We would rather say that plainly now than have it come as a surprise in a proposal.
| Shared platform (Standard, Group, Organizations) | Dedicated infrastructure (Enterprise) | |
|---|---|---|
| Legal terms | Standard MSA, BAA, Privacy Policy, SLA | Custom, negotiated and reviewed by counsel |
| New features | Available on release | After review against your agreement |
| Security updates | Applied on release | After review, which can delay them |
| Pricing | Published rates | Quoted; includes fixed infrastructure and legal costs |
| Contract term | No long-term commitment | Minimum one-year agreement |
We Sign Customer-Provided BAAs Only Under Enterprise
On Standard, Group, and Organizations plans, we do not sign customer-provided BAAs or any other customer-provided legal document. We sign them only as part of an Enterprise agreement.
The size of the request does not change this. One small liability change needs the same attorney review, tracking, and release-by-release checks as a long list. Our MSA states that provisions in a customer-provided document that modify pricing, liability, indemnification, or service levels are void, however the document is labeled.
Enterprise Edition
Enterprise is defined by requirements, not size. If your organization requires a customer-provided BAA, contract redlines, custom legal terms, security questionnaires, or vendor risk assessments, your relationship with On Call Central is an Enterprise agreement on dedicated infrastructure. See our Enterprise page for the other services it includes.
Frequently Asked Questions
Will you sign our BAA or accept redlines to the MSA?
On Standard, Group, and Organizations plans, no. Enterprise customers may request custom BAAs and contract revisions.
Will you complete our security questionnaire or vendor risk assessment?
On Enterprise agreements, yes. On shared plans, our four standard documents answer what most reviews ask: how PHI is protected, what happens after a breach, what service levels apply, and how data is handled when the relationship ends.
Our compliance consultant says vendors must sign our BAA. What should we tell them?
Send them our standard BAA and ask whether they see a specific gap. Usually the requirement is that a compliant BAA exists, not that the vendor signs your template. If they find a genuine gap, we want to hear about it.
We’re a mid-sized group. Can you make an exception?
No. The policy does not depend on group size. Mid-sized groups benefit most from the shared platform, because a dedicated system’s fixed costs fall on relatively few providers.
Does the standard agreement lock us into a contract?
No. Standard, Group, and Organizations plans have no long-term commitment. Either party may cancel at any time, effective on the date you request. Enterprise agreements require a minimum one-year commitment.
Who do we contact with questions?
Email support@oncallcentral.com or call 1-855-5-ON-CALL (1-855-566-2255).