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Frequently Asked Questions

Answers to common questions about Ghost Metrics.

General

What is Ghost Metrics?

Ghost Metrics is a HIPAA-compliant web analytics platform built for healthcare organizations. It’s based on Matomo, the leading open-source analytics platform, enhanced with security and compliance features specifically for healthcare.

How is Ghost Metrics different from Google Analytics?

Key differences include:

FeatureGhost MetricsGoogle Analytics
HIPAA ComplianceYes, BAA includedNo, explicitly prohibits PHI
Data Ownership100% yoursGoogle’s terms apply
Data SharingNever sharedUsed for advertising
Data SamplingNever sampledSampled on high traffic
HostingDedicated US serversGoogle’s infrastructure

Is Ghost Metrics HIPAA compliant?

Yes. Ghost Metrics is designed for healthcare organizations and includes:

  • Business Associate Agreement (BAA)
  • SOC2 Type II certification in progress (view status )
  • US-based secure hosting
  • Data encryption in transit and at rest
  • Granular access controls

Who owns the data in Ghost Metrics?

You do. Your data is never sold, shared, or used for advertising. It remains exclusively within your Ghost Metrics account and under your control.

Can I use Ghost Metrics alongside Google Analytics?

Yes. The tracking codes don’t conflict. Many organizations run both during a transition period. However, for HIPAA compliance, be careful about what data is sent to Google Analytics.

Tracking

How do I install Ghost Metrics?

Add the tracking code to your website before the closing </head> tag. See our Installation Guide for detailed instructions.

Why am I not seeing any data?

Common reasons include:

  1. Tracking code not installed — Check your page source
  2. Caching — Clear your cache and test in incognito mode
  3. Ad blockers — Temporarily disable and test
  4. Wrong tracking code — Verify you’re using the correct code for this website

See Troubleshooting for detailed solutions.

How quickly does data appear?

Real-time data appears within seconds. Historical reports may take a few minutes to fully process.

Does Ghost Metrics track individual patients?

No. Ghost Metrics tracks aggregate website behavior, not individual users. Visitor data is anonymized, and no personally identifiable information is collected by default.

Does Ghost Metrics slow down my website?

No. The tracking code loads asynchronously and doesn’t block your page from rendering. Impact on page load time is negligible.

Can I track multiple websites?

Yes. Each website gets its own tracking code and separate reports. You can also use Roll-Up Reporting to aggregate data across multiple sites.

Reports & Features

How do I track conversions?

Set up Goals in Ghost Metrics. Goals can track:

  • Page visits (e.g., thank you pages)
  • Events (e.g., form submissions)
  • Downloads
  • Outbound link clicks

See Goals for setup instructions.

What’s included in my plan?

Ghost Metrics offers three plans:

  • Starter — Core analytics features
  • Standard — Additional features and support
  • Premium — All features including Heatmaps, Session Recordings, Form Analytics, Media Analytics, Funnels, A/B Testing, and more

Contact support or your account manager for plan details.

How do I access Heatmaps and Session Recordings?

These features are available on Premium and Enterprise plans. If you have the appropriate plan, navigate to Heatmaps or Session Recordings in the main menu.

Can I export my data?

Yes. All reports can be exported in multiple formats:

  • CSV
  • Excel
  • PDF
  • XML
  • JSON

You can also set up scheduled report delivery via email.

How long is data retained?

Data retention depends on your plan and configuration. Contact support for details about your specific retention period.

Account & Access

How do I add more users?

  1. Go to Administration → Users
  2. Click Add a new user
  3. Enter their details and assign permissions

See Users & Permissions for details.

How do I reset my password?

Click “Forgot password” on the login page and follow the instructions sent to your email.

Can I have different access levels for different users?

Yes. Ghost Metrics supports multiple roles:

  • Admin — Full access to assigned websites, can manage users
  • Write — Can modify settings on assigned websites
  • View — Read-only access to assigned websites

How do I add another website?

  1. Go to Administration → Websites → Manage
  2. Click Add a new website
  3. Enter the website details
  4. Install the tracking code

See Managing Websites for details.

Technical

Does Ghost Metrics work with single-page applications (SPAs)?

Yes. The basic tracking code captures initial page loads. For full SPA support with route change tracking, Ghost Metrics Tag Manager can be configured to detect navigation changes. Contact support for assistance.

What browsers does Ghost Metrics track?

Ghost Metrics tracks all modern browsers including Chrome, Firefox, Safari, Edge, and mobile browsers. Very old browsers may have limited tracking capability.

Does Ghost Metrics work if visitors have ad blockers?

Some ad blockers may block analytics tracking. This affects all analytics platforms, not just Ghost Metrics. The impact is typically 5-15% of traffic, though this varies.

Can I track logged-in users across devices?

Yes, with User ID tracking. When configured, Ghost Metrics can connect sessions from the same logged-in user across different devices. Contact support for setup guidance.

Is there an API?

Yes. Ghost Metrics has a comprehensive API for accessing your data programmatically. Contact support for API documentation and access.

Compliance & Security

Where is my data stored?

All data is stored in secure, US-based data centers with encryption at rest and in transit.

How do I get a BAA?

A Business Associate Agreement (BAA) is included with your Ghost Metrics subscription. Contact support if you need a copy or have questions.

Is Ghost Metrics SOC2 certified?

SOC2 Type II certification is in progress. You can view our current compliance status at security.ghostmetrics.io .

Ghost Metrics can be configured to respect user consent choices. Options include:

  • Requiring consent before tracking
  • Tracking without cookies (cookieless mode)
  • Honoring Do Not Track settings

Contact support for guidance on your specific compliance needs.

Still Have Questions?

If your question isn’t answered here:

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