Security
Security & Data Practices
How EMS Matrix stores, protects and controls access to your agency's data. Facts, not a certification.
No patient records. By design.
EMS Matrix is not an ePCR. It holds your protocols and operations, never patient care reports or encounter records.
How agency data is handled
Your data
You own it
Your agency owns its content and records. We host them and never sell them.
Export any time
Administrators download a ZIP of CSV data files from Data exports, or request a full export with files, sent as an email link. Private chats are never exported. Once your subscription ends and you confirm in writing that you are ending service: 30 days to request a final export, then deletion from active systems within 30 days, and from backups within 7 days after that (all copies gone within 37 days after the export period ends).
Patient identifiers stay out
Messages and forms are for operations. A Social Security number or a run of 6+ digits is refused when saved. A reminder on the crew's message list says so; admins can turn the reminder off.
Who can see it
Access by role
Each role, Member to Administrator, sees only what it allows, including personnel records. Agencies adjust permissions in Who can do what.
Agencies walled off
Row-level security on every table: one agency can never read another's records. The database enforces it, not just the app.
EMS Matrix staff
Support access is logged and time-limited. It is view-only unless your agency turns on support changes in Security & Support. The only exception is an agency left with no active Administrator. Administrators are notified when a session that can make changes starts.
How it's protected
Encrypted
HTTPS on every connection. Data encrypted at rest by our host, Supabase on AWS.
Audit log
Changes across clinical content, members, training, schedules, timesheets, trucks, forms, documents, messages and settings are logged — who, what, when. Entries can't be edited.
Two-step sign-in
Required for EMS Matrix staff. An agency can require it, from Security & Support, for everyone who can reach sensitive records or pay. They enter the code in the portal and in the phone app; plain Members are not asked, and protocols still open with no signal.
Daily backups
The production database backs up automatically every day. Backups are kept for 7 days.
US hosting
Stored in the United States (AWS, Virginia). Every vendor is on the Subprocessors page.
On the phone
Works offline
Protocols, tools and each member's own schedule, messages and forms stay on the phone and keep working with no connection. Punches, messages and forms made offline wait in Waiting to send. No patient records.
No certifications claimed
EMS Matrix holds no SOC 2, HIPAA or other certification and doesn't sign business associate agreements. No patient care records means most HIPAA obligations don't arise — that describes the design, not a legal opinion. Your agency decides whether its use fits its own policies and the law.
Report a security concern
Found a security issue? Email us and we'll respond as quickly as we can.