Terms of Service

1. The Services

RescueLink EMS provides software for emergency medical services and related organizations, including computer-aided dispatch, unit and GPS tracking, electronic patient care reports (ePCR), scheduling, messaging, billing, and facility coordination tools. Features available to you depend on your organization's subscription and the role you are assigned.

2. Not an Emergency Service

The Services are tools that support EMS operations; they are not a substitute for calling 911. If you or someone else is experiencing a medical emergency, call 911 or your local emergency number immediately. Software, networks, GPS, and mobile devices can fail or be delayed. Agencies remain responsible for maintaining backup dispatch, communication, and documentation procedures, and for all clinical and operational decisions made by their personnel.

3. Accounts

• You must provide accurate information and keep it up to date.
• You are responsible for keeping your password and any multi-factor authentication devices secure, and for all activity under your account.
• Accounts are personal. Do not share your login or let anyone else act under your account.
• Tell us or your agency administrator promptly if you believe your account has been accessed without authorization.
• Your organization's administrators may create, change, suspend, or remove your access and roles.

4. Organizations and Subscriptions

Agencies, facilities, and other organizations use the Services under a subscription. Fees, billing periods, and any service commitments are set out in the organization's order form or agreement with us, which controls if it conflicts with these Terms. Unless otherwise agreed, fees are non-refundable and we may suspend access for accounts that are past due after notice.

5. Protected Health Information

When an organization uses the Services to create, receive, maintain, or transmit Protected Health Information (PHI), we act as its Business Associate under HIPAA, and the Business Associate Agreement (BAA) between us governs our handling of that PHI. The organization is responsible for obtaining any consents and authorizations required to enter PHI into the Services and for using the Services in line with its own HIPAA obligations. Our handling of personal information is described in our Privacy Policy.

6. Acceptable Use

You agree not to:

• Access patient or organizational data you do not have a legitimate, role-appropriate need to see.
• Use the Services for any unlawful purpose or in violation of HIPAA, state EMS regulations, or other applicable law.
• Attempt to gain unauthorized access to the Services, other accounts, or our systems, or probe, scan, or test their vulnerability without our written permission.
• Interfere with or disrupt the Services, including by overloading them or introducing malware.
• Copy, resell, reverse engineer, or create derivative works of the Services, except as allowed by law.
• Use automated means to access the Services other than through the APIs and integrations we provide.
• Enter false information into dispatch, patient care, or billing records.

7. Your Data

Your organization owns the data it and its users enter into the Services ("Customer Data"). You grant us the rights needed to host, process, transmit, and display Customer Data to provide and support the Services, and as otherwise permitted by the BAA and our Privacy Policy. We may use de-identified and aggregated data to operate, secure, and improve the Services. On request after a subscription ends, we will make Customer Data available for export for a reasonable period, subject to legal retention requirements.

8. Third-Party Services

The Services connect with third-party products such as insurance clearinghouses, GPS providers, ePCR and state reporting systems, mapping, messaging, and payment processors. Your use of those products may be subject to their own terms. We are not responsible for third-party services, their availability, or the accuracy of data they return, such as insurance eligibility results or map routing.

9. AI-Assisted Features

Some features use artificial intelligence to suggest, summarize, or review content, such as narrative review or document reading. AI output can be incomplete or wrong. It is offered as assistance only, and qualified personnel must review it before relying on it for clinical, billing, or operational decisions.

10. Our Intellectual Property

The Services, including their software, design, and content (other than Customer Data), belong to RescueLink EMS and its licensors. We grant you a limited, non-exclusive, non-transferable right to use the Services during your organization's subscription, in line with these Terms. If you send us feedback or suggestions, we may use them without obligation to you.

11. Availability and Changes

We work to keep the Services available and secure, but they may occasionally be interrupted for maintenance, updates, or reasons outside our control. We may add, change, or remove features over time. If we remove a feature your organization materially relies on, we will give reasonable notice where practical.

12. Suspension and Termination

We may suspend or end access for any user or organization that breaches these Terms, creates a security risk, or uses the Services unlawfully. Organizations may end their subscription as set out in their agreement with us. Sections that by their nature should survive termination, including those on data, intellectual property, disclaimers, and limitation of liability, will survive.

13. Disclaimers

Except as expressly stated in a written agreement with your organization, the Services are provided "as is" and "as available," without warranties of any kind, whether express or implied, including warranties of merchantability, fitness for a particular purpose, and non-infringement. We do not warrant that the Services will be uninterrupted or error-free, or that GPS positions, drive-time estimates, eligibility results, or other data will be accurate or complete.

14. Limitation of Liability

To the fullest extent permitted by law, RescueLink EMS will not be liable for any indirect, incidental, special, consequential, or punitive damages, or for lost profits, revenue, or data, arising out of or related to the Services. Our total liability for any claim relating to the Services will not exceed the amounts paid by your organization to us for the Services in the twelve months before the event giving rise to the claim.

15. Indemnification

Organizations using the Services agree to defend and indemnify RescueLink EMS against third-party claims arising from their Customer Data, their personnel's use of the Services, or their violation of these Terms or applicable law.

16. Changes to These Terms

We may update these Terms from time to time. We will post the updated Terms here and update the "Last updated" date, and we will notify organization administrators of material changes. Continued use of the Services after changes take effect constitutes acceptance of the revised Terms.

17. General

These Terms, together with any order form, agreement, or BAA with your organization, are the entire agreement about the Services. If any provision is found unenforceable, the rest remains in effect. Our failure to enforce a provision is not a waiver. You may not assign these Terms without our consent. These Terms are governed by the laws of the State of Ohio and applicable federal law, without regard to conflict-of-law rules, and disputes will be heard in the courts of Scioto County, Ohio. RescueLink EMS is a service of Nexus Link, LLC.

18. Contact Us

If you have questions about these Terms: