Terms and Conditions

1.1 About These Terms

These Terms and Conditions ("Terms") govern your use of AI voice assistant services ("Services") provided by PriorityLine.ai ("we", "us", "our", "Provider"). By purchasing, accessing, or using our Services, you ("Client", "you", "your") agree to be bound by these Terms.

1.2 Definitions

2.1 Core Services

We provide:

• AI voice agents for inbound and outbound calls
• Automated response systems
• Call classification and routing
• Optional integration with your existing care management systems
• Optional scheduled reporting (daily, weekly, monthly)
• Optional client portal access

3.1 Care Agency Obligations

You must:

• Hold appropriate Care Quality Commission (CQC) registration or equivalent regulatory approval
• Maintain adequate professional indemnity and public liability insurance
• Provide accurate configuration data for Service Users, visit schedules, and care plans
• Designate a responsible person to receive urgent and emergency notifications
• Monitor the dedicated email inbox and portal daily during operational hours
• Respond to flagged Urgent and Emergency incidents within timeframes required by your regulatory obligations
• Maintain backup procedures for call handling during Service downtime

3.2 Data Accuracy

You are responsible for:

• Accuracy of all necessary data provided to us
• In case of deep system integrations, notifying us within 24 hours of any changes affecting Service delivery
• Ensuring authorised family members and advocates are correctly registered in the system

3.3 Staff Training

You must ensure your care team understands:

• How our AI Voice Agent operates
• The classification and route system
• How to access logs, transcripts, and reports
• Escalation procedures when manual intervention is required

4.1 Legal Framework

We process Personal Data in compliance with:

• UK General Data Protection Regulation (UK GDPR)
• Data Protection Act 2018
• Privacy and Electronic Communications Regulations 2003

4.2 Data Controller and Processor Relationship

• You are the Data Controller for Service User personal data
• We are the Data Processor acting on your documented instructions
• A separate Data Processing Agreement (DPA) forms part of these Terms

4.3 Data We Process

Categories of Personal Data processed through our Services:

• Names, telephone numbers, email addresses
• Postcodes (for identity verification)
• Care needs and visit schedules
• Call recordings and transcripts
• Email correspondence
• Incident and complaint details

4.4 Data Security Measures

We implement:

• Encryption in transit (TLS 1.3) and at rest (AES-256)
• Access controls with role-based permissions
• Regular security audits and penetration testing
• Secure webhook endpoints with authentication
• Audit trails for all data access and modifications
• Data retention policies aligned with care sector requirements

4.5 Data Retention

• Call recordings and transcripts: 7 years (default)
• Incident logs: 7 years (to support CQC requirements)
• Routine interaction logs: 2 years
• Analytics and aggregate reports: Indefinitely (anonymised)

You may request shorter or longer retention periods subject to regulatory compliance.

4.7 Sub-Processors

We use the following sub-processors:

• AI Voice technology - United States/EU
• Database technology - United States/EU
• Workflow management technology - Self-hosted or EU cloud
• Email delivery within Microsoft 365 / Gmail eco systems - UK/EU data centres

5.1 Uptime Commitment

We target 99.5% uptime for voice agent availability, measured monthly, excluding:

• Scheduled maintenance (notified 72 hours in advance)
• Third-party platform outages
• Force majeure events

5.2 Planned Maintenance

Scheduled maintenance will occur during 02:00-05:00 GMT/BST where possible. We will provide 72 hours' notice via email and client portal.

5.3 Support Response Times

5.4 Service Credits

If we fail to meet the 99.5% uptime commitment in any calendar month, you may request a service credit:

• Uptime 99.0-99.49%: 5% monthly fee credit
• Uptime 98.0-98.99%: 10% monthly fee credit
• Uptime below 98%: 20% monthly fee credit

Credits are your sole remedy for service availability issues and must be claimed within 30 days of the month end.

6.1 Pricing Structure

Fees are based on your selected plan. Current pricing is published at priorityline.ai/pricing.

6.2 Payment Terms

Payment via Stripe at priorityline.ai/pricing.

6.4 Price Changes

We may increase fees with 60 days' written notice. If the increase exceeds 10%, you may terminate without penalty within 30 days of notice when you are on an annual subscription.

6.5 Taxes

All fees are exclusive of VAT and other applicable taxes, which you will pay in addition.

7.1 Initial Term

• Minimum commitment: 1 month
• Renewal: Automatically renews monthly thereafter unless terminated

7.2 Termination by Client

You may terminate by giving 30 days' written notice after the initial 1-month term. Early termination during the minimum term requires payment of remaining monthly fees.

7.3 Termination by Provider

We may terminate immediately if you:

• Fail to pay invoices within 30 days of due date
• Breach data protection obligations
• Lose CQC registration or regulatory approval
• Use the Service for illegal purposes
• Repeatedly breach these Terms after written warning

7.5 Effect of Termination

Upon termination:

• Access to the Platform ceases immediately
• You must pay all outstanding fees
• We will provide data export in CSV/JSON format within 14 days
• Call recordings and logs will be deleted after 30 days unless you request extended retention (fees apply)

8.2 Exceptions to Liability Cap

We do NOT limit liability for:

• Death or personal injury caused by our negligence
• Fraud or fraudulent misrepresentation
• Data breaches caused by our gross negligence
• Any liability that cannot be excluded by UK law

8.3 Your Indemnity

You agree to indemnify and hold us harmless from all claims, damages, and costs (including legal fees) arising from:

• Your breach of these Terms
• Your breach of data protection law
• Harm to Service Users caused by your care delivery failures
• Your misuse of the Service
• Claims by Service Users, family members, or regulators related to your care services

9.1 Ownership

We retain all intellectual property rights in:

• The Platform, AI models, and algorithms
• System configurations, workflows, and configurations
• Software, interfaces, and documentation
• Aggregate and anonymised analytics

9.2 Your Data

You retain ownership of:

• Service User data you provide
• Call transcripts and recordings (you grant us a licence to process these for Service delivery)
• Your branding and care agency content

9.4 Usage Restrictions

You must NOT:

• Reverse engineer or decompile the Platform
• Resell or sublicense the Service
• Use the Service for competing products
• Extract or scrape data using automated means
• Remove proprietary notices

10.1 CQC Obligations

You acknowledge that:

• You remain fully responsible for meeting CQC Fundamental Standards
• Our Service assists with administrative tasks but does not ensure regulatory compliance
• You must maintain evidence that alerts were reviewed and acted upon
• Incident logs and call transcripts support your CQC audit trail but do not replace your own record-keeping obligations

10.2 Safeguarding

You must:

• Have safeguarding policies and procedures in place
• Respond to safeguarding concerns flagged by our AI Voice Agent within timeframes required by your local authority
• Report safeguarding incidents to appropriate authorities independently of our Service

10.3 Information Governance

You must have:

• Data Protection Impact Assessment (DPIA) covering use of AI voice agents
• Privacy notices that inform Service Users and families about our Service
• Consent or lawful basis for processing under UK GDPR

11.1 Permitted Use

You may use the Service only for:

• Legitimate homecare or domiciliary care operations
• Triage and administrative support
• Quality assurance and service improvement

11.2 Prohibited Use

You must NOT use the Service to:

• Provide clinical advice or diagnosis
• Replace qualified care staff
• Process data unrelated to care delivery
• Conduct marketing or sales activities not related to your care services
• Harass, threaten, or discriminate against callers
• Violate any UK law or regulation

12.1 Confidential Information

Both parties agree to keep confidential:

• Pricing and commercial terms
• Technical specifications and system architecture
• Business strategies and client lists
• Any information marked "Confidential"

12.2 Exceptions

Confidentiality obligations do not apply to information that:

• Is publicly available
• Was already known to the receiving party
• Is required to be disclosed by law or regulation
• Must be disclosed to professional advisers under duty of confidence

14.1 Governing Law

These Terms are governed by the laws of England and Wales. Any disputes will be subject to the exclusive jurisdiction of the courts of England and Wales.

14.7 Notices

Notices must be in writing and sent to:

• To PriorityLine.ai: legal@priorityline.ai
• To Client: The email address on your account

Notices are deemed received:

• Email: 24 hours after sending
• Post: 3 business days after posting (UK) or 7 days (international)