Terms & Conditions of Service

Upstate Access

Operated by Upstate Healthcare Administration LLC

Effective Date: June 1, 2025 | Last Updated: May 24, 2026

These Terms govern your use of Upstate Access, a healthcare operations platform for credentialing workflows, payer enrollment tracking, and administrative management. Please read them before creating an account. Questions before signing up? Reach us at operations@upstatehealthcareadmin.com.

1. Agreement and Acceptance

By creating an account, starting a free trial, or using any feature of Upstate Access, you agree to be bound by these Terms of Service ("Terms"), our Privacy Policy, and Exhibit A: HIPAA Business Associate Agreement ("BAA") where applicable. These Terms form a legally binding contract between you and Upstate Healthcare Administration LLC ("Company," "we," "us," or "our").

If you are entering these Terms on behalf of a practice, clinic, or organization, you represent that you have authority to bind that entity. In that case, "you" refers to the entity. If you do not agree to these Terms, do not use the platform.

2. What Upstate Access Is - and Is Not

We built Upstate Access to eliminate the operational chaos behind credentialing and payer enrollment - giving practices a clear, organized view of where every application, document, and workflow stands. That said, the platform is an administrative tool, and it is important to understand what it does not do.

Upstate Access is NOT:

Nothing on the platform constitutes medical, legal, billing, coding, regulatory, or compliance advice. All outputs - including AI-assisted results - are administrative tools only. You are solely responsible for verifying information and making all professional decisions.

3. Eligibility and Account Registration

You must be at least 18 years old and legally authorized to enter contracts in your jurisdiction to use Upstate Access. The platform is intended for healthcare providers, practice administrators, and credentialing professionals operating in the United States.

When you register, you agree to provide accurate, current, and complete information and to keep it updated. You are responsible for maintaining the confidentiality of your login credentials and for all activity that occurs under your account. If you suspect unauthorized access, notify us immediately at operations@upstatehealthcareadmin.com.

4. Account Owners and Delegated Users

"Account Owner" means the individual or entity that created the account and holds primary responsibility for the subscription and all activity within it. Where an Account Owner grants access to additional users ("Delegates"), the Account Owner remains fully responsible for those users' actions on the platform.

Account Owners are responsible for ensuring Delegates understand and comply with these Terms, revoking access promptly when a Delegate's authorization ends, and all data uploaded or managed by any user under the account. We are not responsible for disputes between Account Owners and Delegates.

5. Free Trial and Subscription Plans

5.1 Free Trial

New accounts are eligible for a 14-day free trial. No payment is required to start. At the end of the trial period, continued access requires a paid subscription. We reserve the right to modify or discontinue the free trial offer at any time with reasonable notice.

5.2 Paid Subscriptions

Upstate Access is offered on a monthly subscription basis. Subscriptions automatically renew each month unless cancelled prior to the renewal date. Current pricing is displayed at checkout and on our pricing page.

5.3 7-Day Money-Back Guarantee

If you are not satisfied after converting from a free trial to your first paid month, contact us within 7 days of your first charge and we will issue a full refund. This guarantee applies to first-time paid conversions only and does not apply to subsequent billing cycles or re-subscriptions.

5.4 Archive Access Tier

After cancelling an active subscription, Account Owners may retain read-only access to their historical account data at the Archive Access rate of $9.00 per month. Archive Access does not include the ability to submit new data, use AI tools, or access active workflow features. Your data remains available as long as your Archive subscription remains active.

5.5 Billing and Payment

Subscription fees are billed at the start of each billing cycle. You authorize us to charge your designated payment method on the recurring billing date. If payment fails, we may suspend access until the account balance is resolved. All fees are stated in U.S. dollars. We reserve the right to update pricing with 30 days' written notice.

6. Cancellation and Refunds

You may cancel your subscription at any time from your account settings. Cancellation is effective at the end of the current billing period, and you retain access through that date. Except for the 7-day money-back guarantee described in Section 5, fees are non-refundable. In our discretion, we may issue credits for documented billing errors or significant service outages.

7. Prohibited Uses and Acceptable Use

7.1 PHI Prohibition

Upstate Access is NOT designed or certified to store, process, or transmit Protected Health Information (PHI) as defined under HIPAA. You are strictly prohibited from uploading, entering, or storing PHI in the platform, including in document uploads, notes fields, or any other feature.

PHI includes any individually identifiable health information - such as patient names, dates of service, diagnoses, treatment records, or insurance claim data - that relates to an individual's health condition or healthcare. If you believe PHI has been inadvertently entered, contact us immediately. We reserve the right to delete any content we reasonably believe contains PHI, without prior notice, to protect the privacy of individuals.

7.2 General Prohibited Conduct

You also agree not to:

8. AI-Assisted Features

8.1 What AI Features Do

Upstate Access includes AI-assisted tools designed to help with administrative tasks such as document analysis, data extraction, and workflow suggestions. When you use these features, document content may be processed by AI tools to generate results. These tools are provided for administrative convenience only.

8.2 AI Outputs Are Assistive Only

AI-generated outputs do not constitute professional, legal, clinical, or regulatory advice. They are not a substitute for your own review and judgment.

8.3 Mandatory Human Verification

You must independently verify all AI-generated content - including extracted data, populated fields, and suggested values - before submitting it to any payer, credentialing body, or external system. Errors in credentialing submissions can have material consequences, and Upstate Access bears no responsibility for unreviewed AI outputs that are acted upon.

8.4 No Guarantee of Accuracy

AI tools may produce incomplete, inaccurate, or outdated results. We make no representations about the accuracy or completeness of any AI output. Model behavior may change as underlying tools are updated.

8.5 Beta and Experimental AI Features

Certain AI features may be designated as beta or experimental. These are provided "as is," may change without notice, and are excluded from any service commitments.

9. Your Content and Data

9.1 Your Ownership

You retain ownership of all content, documents, and data you upload or create within Upstate Access ("Your Content"). We do not claim ownership of Your Content.

9.2 License to Us

By uploading or submitting content, you grant Upstate Healthcare Administration LLC a limited, non-exclusive, worldwide license to store, process, and display Your Content solely to provide the services described in these Terms. This license ends when you delete the content or your account is closed, subject to our data retention practices.

9.3 Your Responsibility for Content

You represent that you have all necessary rights to upload Your Content and that it does not violate these Terms, applicable law, or any third-party rights. You are solely responsible for the accuracy and appropriateness of what you upload.

9.4 Data Retention After Cancellation

If you maintain an active Archive Access subscription, your data remains available in read-only format for as long as that subscription is active. If you cancel Archive Access, your account data will be retained for 30 days following the end of your last paid period, during which you may request an export. After that period, we may permanently delete your account and associated content.

9.5 Our Right to Remove Content

We reserve the right to remove or quarantine any content that we reasonably believe violates these Terms - including the PHI prohibition - or exposes us or others to legal risk. We will make reasonable efforts to notify you, but are not obligated to do so in time-sensitive situations.

10. Intellectual Property

Upstate Access, including its software, design, workflows, branding, and documentation, is the proprietary property of Upstate Healthcare Administration LLC and protected by applicable intellectual property laws. These Terms do not transfer any ownership interest to you.

You are granted a limited, non-exclusive, non-transferable, revocable license to access and use the platform for your internal administrative purposes during your active subscription. This license does not permit you to copy, distribute, modify, or create derivative works from any part of the platform.

11. Credentialing - No Guaranteed Outcomes

Upstate Access is designed to give practices the clearest possible picture of where every credentialing application stands. That said, credentialing and payer enrollment are governed by payer policies, state regulations, and processes entirely outside our control. We make no representation that using Upstate Access will result in successful credentialing, reduced processing time, or payer acceptance.

Results vary based on payer timelines, provider eligibility, submission accuracy, and other factors we cannot influence. You are solely responsible for the accuracy of all information submitted to payers and credentialing organizations, regardless of whether that information was managed or extracted using Upstate Access.

12. Uptime, Availability, and Support

12.1 Availability

We strive to maintain reliable service but do not guarantee any specific level of uptime or availability. The platform may experience downtime due to maintenance, infrastructure issues, third-party service failures, or circumstances beyond our control. We will communicate scheduled maintenance in advance where practicable.

12.2 Beta Features

Features designated as beta, experimental, or preview are excluded from any service commitments and may be modified or discontinued at any time.

12.3 Support

Support is provided via email at operations@upstatehealthcareadmin.com. We aim to respond to all inquiries within 2 business days, though this is a goal rather than a contractual commitment. Premium support options may be introduced in the future.

13. Privacy and Data Handling

Our collection, use, and storage of your personal and business information is governed by our Privacy Policy, available at /privacy and incorporated into these Terms by reference. In brief: we collect account information, usage data, and the content you upload. We do not sell your data to third parties for marketing purposes. We use industry-standard security practices to protect your information.

14. HIPAA and Compliance Disclaimer

Upstate Access is an administrative workflow tool. You are responsible for ensuring that your use of Upstate Access is consistent with your own HIPAA obligations, including minimizing PHI and avoiding unnecessary patient information in credentialing workflows. To the extent Upstate Access creates, receives, maintains, or transmits Protected Health Information on behalf of a Covered Entity or Business Associate, Exhibit A: HIPAA Business Associate Agreement applies.

15. Disclaimer of Warranties

TO THE FULLEST EXTENT PERMITTED BY APPLICABLE LAW, UPSTATE ACCESS IS PROVIDED "AS IS" AND "AS AVAILABLE" WITHOUT WARRANTIES OF ANY KIND, WHETHER EXPRESS, IMPLIED, OR STATUTORY. WE SPECIFICALLY DISCLAIM ALL IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, TITLE, AND NON-INFRINGEMENT. WE DO NOT WARRANT THAT THE PLATFORM WILL BE ERROR-FREE, UNINTERRUPTED, SECURE, OR FREE OF BUGS, VIRUSES, OR OTHER HARMFUL COMPONENTS. We do not warrant that the platform will meet your specific operational needs or that any credentialing or payer enrollment outcome will result from your use of it.

16. Limitation of Liability

TO THE FULLEST EXTENT PERMITTED BY LAW, UPSTATE HEALTHCARE ADMINISTRATION LLC, ITS OFFICERS, DIRECTORS, EMPLOYEES, CONTRACTORS, AND AFFILIATES SHALL NOT BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, INCLUDING LOSS OF REVENUE, LOSS OF DATA, LOSS OF PAYER ENROLLMENT, CREDENTIALING DELAYS, OR BUSINESS INTERRUPTION, EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.

OUR TOTAL CUMULATIVE LIABILITY TO YOU FOR ANY CLAIM ARISING OUT OF OR RELATING TO THESE TERMS OR YOUR USE OF THE PLATFORM SHALL NOT EXCEED THE GREATER OF: (A) THE TOTAL FEES YOU PAID TO US IN THE THREE (3) MONTHS IMMEDIATELY PRECEDING THE CLAIM, OR (B) FIFTY DOLLARS ($50.00).

Some jurisdictions do not allow the exclusion of certain warranties or the limitation of certain damages. In those jurisdictions, our liability is limited to the maximum extent permitted by law.

17. Indemnification

You agree to indemnify, defend, and hold harmless Upstate Healthcare Administration LLC and its officers, directors, employees, and agents from and against any claims, damages, losses, liabilities, costs, and expenses (including reasonable attorneys' fees) arising from:

18. Account Suspension and Termination

18.1 Cancellation by You

You may cancel your account at any time through your account settings. Upon cancellation, your active subscription ends at the close of the current billing period. You may optionally continue with Archive Access at $9/month.

18.2 Suspension or Termination by Us

We reserve the right to suspend or terminate your account, with or without prior notice, if we have reason to believe:

For non-PHI violations, we will make reasonable efforts to provide notice and an opportunity to cure the breach within 10 days before terminating, except where immediate action is required. Where suspension or termination is not caused by your breach, we will provide advance notice where reasonably practicable and offer a prorated credit for unused prepaid subscription days.

18.3 Data Following Termination

Upon termination, your license to use the platform ends immediately. You may request an export of your data within 30 days of the termination date. After that period, we may permanently delete your account and associated content.

19. Modifications to the Platform and Terms

Platform Changes: We may add, modify, or remove features at any time. We will communicate significant changes in advance where practicable but reserve the right to make minor updates, security patches, and experimental feature adjustments without notice.

Changes to These Terms: We may update these Terms from time to time. For material changes, we will notify you by email and/or by in-platform notice at least 14 days before the changes take effect. Your continued use after the effective date constitutes acceptance. If you do not agree to material changes, you may cancel before the effective date.

20. Dispute Resolution

Informal Resolution First: Before initiating any formal proceeding, both parties agree to attempt informal resolution. Contact us at operations@upstatehealthcareadmin.com with a description of the dispute. We will respond in good faith within 14 days. If the dispute is not resolved within 30 days of your notice, either party may pursue formal remedies.

Small Claims Court: Either party may bring an eligible claim in small claims court in Albany County, New York, provided the claim falls within that court's jurisdictional limits. This is the preferred first forum for individual monetary disputes.

Litigation: For claims not eligible for small claims court, any dispute arising out of or relating to these Terms or the platform shall be resolved exclusively in the state or federal courts located in Albany County, New York. You consent to personal jurisdiction in those courts.

No Class Actions: To the fullest extent permitted by applicable law, all disputes must be brought on an individual basis only. You may not bring or participate in any class action, class arbitration, or representative proceeding against us.

21. Governing Law

These Terms are governed by the laws of the State of New York, without regard to conflict-of-law principles. Subject to Section 20, any litigation shall be brought exclusively in the state or federal courts located in Albany County, New York.

22. Third-Party Services and Integrations

Upstate Access may integrate with or link to third-party services, platforms, or tools. These services are governed by their own terms and privacy policies, and we are not responsible for their practices, availability, or content. Your use of any third-party service is at your own risk.

23. Feedback and Suggestions

If you submit ideas, suggestions, or other feedback about the platform, you grant us a perpetual, irrevocable, royalty-free license to use that feedback without restriction or compensation. We are not obligated to implement any feedback or keep it confidential.

24. General Provisions

Entire Agreement: These Terms, together with the Privacy Policy and any other policies expressly incorporated by reference, constitute the entire agreement between you and Upstate Healthcare Administration LLC regarding the platform.

Severability: If any provision of these Terms is found to be unenforceable, the remaining provisions remain in full force. The unenforceable provision will be modified to the minimum extent necessary to make it enforceable.

Waiver: Our failure to enforce any provision shall not constitute a waiver of our right to enforce it in the future.

Assignment: You may not assign or transfer your rights under these Terms without our written consent. We may assign our rights and obligations without restriction, including in connection with a merger, acquisition, or sale of assets.

Force Majeure: We shall not be liable for delays or failures in performance resulting from causes beyond our reasonable control, including acts of God, infrastructure outages, government actions, or third-party service failures.

Notices: Notices to you will be sent to the email address on your account. Notices to us should be directed to: Upstate Healthcare Administration LLC, 418 Broadway, Suite N, Albany, NY 12207, operations@upstatehealthcareadmin.com.

25. Contact Us

If you have questions about these Terms, your account, or our services:

Email: operations@upstatehealthcareadmin.com

Website: upstatehealthcareadmin.com

Mail: Upstate Healthcare Administration LLC, 418 Broadway, Suite N, Albany, NY 12207

We are a small team and we genuinely want to hear from you. If something in these Terms is unclear or you have a concern, please reach out before taking any adverse action - we can almost always resolve issues directly and quickly.

Exhibit A: HIPAA Business Associate Agreement (BAA)

Version: 2026-v1

This Business Associate Agreement ("BAA") is incorporated into and made part of the Terms of Service between Upstate Healthcare Administration LLC ("Business Associate") and the customer or account owner using Upstate Access ("Covered Entity" or "Business Associate," as applicable under HIPAA). This BAA applies only to the extent Business Associate creates, receives, maintains, or transmits Protected Health Information ("PHI") on behalf of the customer in providing Upstate Access services.

1. Permitted Uses and Disclosures

Business Associate may use or disclose PHI solely to perform services for the customer, as permitted by the Terms, this BAA, and applicable law. Business Associate may also use PHI for its proper management and administration and to carry out its legal responsibilities, provided any disclosure for those purposes is required by law or made under reasonable assurances of confidentiality.

2. Safeguards

Business Associate will use appropriate administrative, physical, and technical safeguards designed to protect the confidentiality, integrity, and availability of electronic PHI and to prevent use or disclosure of PHI other than as permitted by this BAA.

3. Reporting

Business Associate will report to the customer any use or disclosure of PHI not permitted by this BAA, including any Security Incident or Breach of Unsecured PHI, without unreasonable delay after discovery and in accordance with applicable law.

4. Subcontractors

Business Associate will ensure that any subcontractor that creates, receives, maintains, or transmits PHI on behalf of Business Associate agrees to restrictions and conditions at least as protective as those in this BAA.

5. Access, Amendment, and Accounting

To the extent required by HIPAA and applicable to the services, Business Associate will reasonably assist the customer in responding to requests for access, amendment, restriction, confidential communications, and accounting of disclosures.

6. Minimum Necessary

The parties agree to request, use, and disclose only the minimum necessary PHI required to accomplish the intended purpose. Customers should not upload patient-level PHI unless necessary for the administrative service being requested.

7. Termination

Upon termination of the services, Business Associate will return or destroy PHI maintained on behalf of the customer where feasible. If return or destruction is infeasible, Business Associate will continue to protect the PHI in accordance with this BAA and limit further uses and disclosures to those purposes that make return or destruction infeasible.

8. Regulatory Access

Business Associate will make its internal practices, books, and records relating to the use and disclosure of PHI available to the Secretary of the U.S. Department of Health and Human Services as required by HIPAA.

9. Interpretation

Any ambiguity in this BAA will be interpreted to permit compliance with HIPAA. Capitalized terms not defined in this BAA have the meanings assigned to them under HIPAA.

Terms, Privacy, and BAA Version 2026-v1. Archived & Verified.