The most important question first: does the data stay in the EU?
Yes. Servus KI is built from the ground up for use in German and Austrian practices: EU hosting, processing inside the European Union and a clear refusal to give medical advice. Below we answer every single point of a typical data protection checklist.
How the data flows, inside the EU
From the call to storage, every step stays inside the European Union.
Call
Patient calls
Telephony / SIP
Twilio · LiveKit (DE)
Speech recognition
Deepgram · EU
Language model
Azure OpenAI · EU
Storage
Postgres · Hetzner (DE)
Your data protection checklist, answered point by point
Exactly the questions doctors should ask before go-live.
Data processing agreement (DPA)
Yes. Where Servus KI processes personal data on behalf of your practice, a processing agreement under Art. 28 GDPR applies. We provide it for signature during onboarding or on request.
Technical & organisational measures
Credentials and sensitive configuration are encrypted with AES-256-GCM, transmission is encrypted throughout (TLS) and data is stored encrypted. On top of that come EU region pinning, need-to-know access control and strict tenant separation per organisation. Detailed documentation is available on request.
List of sub-processors
We use selected providers with EU processing, among them Hetzner (hosting, Germany), LiveKit (telephony and media, Germany), Microsoft Azure OpenAI (inside the EU Data Boundary), Deepgram (speech recognition, EU endpoint) and Infobip (SMS, EU routing). The complete, current list is in our privacy policy.
Where audio & transcripts are stored
Audio and transcripts are processed and stored inside the EU; the database runs on servers in Germany (Hetzner). Operation is limited to the European Union through region pinning. The one optional exception is active use of ElevenLabs for speech synthesis, which can be switched off for pure EU operation.
Recording can be switched off
Yes. Audio recording can be switched off per agent. You decide whether only a transcript, a recording, or neither is stored, to match your own data protection concept.
Retention and deletion periods
The retention period for recordings and transcripts is configurable and is agreed with you during onboarding on the principle of data minimisation. On request we define fixed deletion periods to match your operational and legal requirements.
Emergency escalation
The AI can be configured to recognise signs of urgent or acute requests and escalate by your rules, for example by transferring to your team or clearly pointing to the emergency number (144 in Austria, 112 across the EU). The AI makes no medical assessment.
No diagnosis, no medical advice
No. It is a fixed principle that Servus KI gives no diagnosis and no medical advice. For medical questions the AI refers the caller to the practice, or in an emergency to the emergency number.
Test number & audit logs
You can test Servus KI live at any time on our demo number +43 720 112963. Every call is logged in your dashboard with a timestamp, duration and full transcript, and can be traced there. Dedicated test numbers for your practice and extended audit exports are set up during onboarding.
Connection to calendars & practice software
Yes. Servus KI connects to common appointment and practice management systems and books appointments by your rules directly into the calendar. We set the specific integration up individually for your practice, so tell us which system you use.
Notice to patients
Yes. The greeting is freely configurable and, if you wish, contains a clear notice such as "You are speaking to a digital phone assistant". Transparency and fairness towards your patients are preserved from the first second.
Sub-processors at a glance
Carefully selected providers, with processing in the EU.
| Provider | Purpose | Region |
|---|---|---|
| Hetzner Online GmbH | Hosting & database | Germany 🇩🇪 |
| LiveKit | Telephony & media (SIP) | Germany 🇩🇪 |
| Microsoft Azure OpenAI | Language model (LLM) | EU Data Boundary 🇪🇺 |
| Deepgram | Speech recognition (STT) | EU endpoint 🇪🇺 |
| Infobip | SMS sending | EU routing 🇪🇺 |
| ElevenLabs (optional) | Speech synthesis (TTS) | can be switched off for EU-only |
The complete and always current list, together with details of the legal bases, is in our privacy policy.
What this means for your practice
- DPA under Art. 28 GDPR, provided during onboarding
- Processing and storage inside the EU
- Recording can be switched off per agent
- Encryption in transit and at rest (AES-256-GCM)
- No diagnosis, no medical advice
- Transparent notice to patients
- Emergencies escalated by your rules
- Complete call records in the dashboard
Frequently asked questions about privacy & security
Does Servus KI provide a data processing agreement under Art. 28 GDPR?
Yes. Where Servus KI processes personal data on behalf of your practice, a processing agreement under Art. 28 GDPR applies. We provide it for signature during onboarding or on request.
Which technical and organisational measures does Servus KI apply?
Credentials and sensitive configuration are encrypted with AES-256-GCM, transmission is encrypted throughout (TLS) and data is stored encrypted. On top of that come EU region pinning, need-to-know access control and strict tenant separation per organisation. Detailed documentation is available on request.
Which sub-processors are used?
We use selected providers with EU processing, among them Hetzner (hosting, Germany), LiveKit (telephony and media, Germany), Microsoft Azure OpenAI (inside the EU Data Boundary), Deepgram (speech recognition, EU endpoint) and Infobip (SMS, EU routing). The complete, current list is in our privacy policy.
Where are audio recordings and call transcripts stored?
Audio and transcripts are processed and stored inside the EU; the database runs on servers in Germany (Hetzner). Operation is limited to the European Union through region pinning. The one optional exception is active use of ElevenLabs for speech synthesis, which can be switched off for pure EU operation.
Can call recording be switched off?
Yes. Audio recording can be switched off per agent. You decide whether only a transcript, a recording, or neither is stored, to match your own data protection concept.
How long is data stored?
The retention period for recordings and transcripts is configurable and is agreed with you during onboarding on the principle of data minimisation. On request we define fixed deletion periods to match your operational and legal requirements.
How does the AI assistant deal with emergencies?
The AI can be configured to recognise signs of urgent or acute requests and escalate by your rules, for example by transferring to your team or clearly pointing to the emergency number (144 in Austria, 112 across the EU). The AI makes no medical assessment.
Does the assistant give diagnoses or medical advice?
No. It is a fixed principle that Servus KI gives no diagnosis and no medical advice. For medical questions the AI refers the caller to the practice, or in an emergency to the emergency number.
Are there test numbers and traceable audit logs?
You can test Servus KI live at any time on our demo number +43 720 112963. Every call is logged in your dashboard with a timestamp, duration and full transcript, and can be traced there. Dedicated test numbers for your practice and extended audit exports are set up during onboarding.
Can Servus KI connect to our practice calendar or practice software?
Yes. Servus KI connects to common appointment and practice management systems and books appointments by your rules directly into the calendar. We set the specific integration up individually for your practice, so tell us which system you use.
Do patients realise they are speaking to a digital assistant?
Yes. The greeting is freely configurable and, if you wish, contains a clear notice such as "You are speaking to a digital phone assistant". Transparency and fairness towards your patients are preserved from the first second.
Further legal detail is in our Privacy policy and in the Terms.