Customer Agreement
Signed by the practice or provider that licenses MedMETs. Defines the licensed scope, billing terms, support obligations, and renewal cadence.
Terms and Conditions
The agreement that governs your use of MedMETs
Plain-language summary on this page, full legal text in the executed customer agreement. Customers who need a redlined copy of the Master Services Agreement can request one from the contracts team.
- Customer agreement
- BAA / DPA
- Acceptable use
- Data ownership
The agreement
Four documents, one relationship
Every customer relationship is anchored on the same set of documents. Custom redlines are negotiated for enterprise and health-system contracts.
Business Associate Agreement
US customers sign a BAA before any PHI is processed. EU and UK customers receive equivalent Data Processing Agreements under GDPR Article 28.
Acceptable Use
Lawful, professional use only. No reverse engineering, no prohibited data classes (e.g. payment card data outside contracted scope), no automated abuse.
Data Ownership
Clinical data entered by the customer remains the customer's. MedMETs acts as processor and exports a complete copy on request at no cost.
Key terms
What's actually in the contract
The clauses customers ask about most often, summarised in plain English. The binding text lives in the executed customer agreement.
Term and renewal
Twelve-month minimum term unless agreed otherwise. Auto-renews annually with sixty days' written notice required to cancel at the renewal anniversary.
Billing and pricing
Billed monthly or annually, in advance. Annual customers receive published discounts. Pricing changes require sixty days' written notice and never apply mid-term.
Service Level
99.9% monthly uptime for the platform's core clinical functions, measured outside of scheduled maintenance windows. Service credits apply for missed SLAs.
Termination
Either party may terminate for material breach uncured after thirty days' notice. On termination, MedMETs returns customer data in standard formats within thirty days and securely deletes within ninety days.
Limitation of liability
Liability is capped at twelve months of fees paid, with carve-outs for breach of confidentiality, gross negligence, and customer's IP indemnification — full text in the executed agreement.
Governing law
The customer agreement is governed by the law of the jurisdiction where the customer signs unless otherwise negotiated. Disputes are first resolved by good-faith negotiation, then by binding arbitration.
Prohibited use
What you can't do with the platform
Acceptable use is broad and deliberately permissive for legitimate clinical practice. The hard lines are short.
- Using the platform to transmit malware, spam, or unsolicited marketing.
- Reverse-engineering, decompiling, or attempting to extract MedMETs source code.
- Sharing user credentials between individuals — every clinician needs their own account.
- Uploading data classes outside the contracted scope (e.g. payment-card or government-classified data) without prior written agreement.
- Using the platform to provide clinical advice outside the licensed scope of the clinician's practice and jurisdiction.
Clinical responsibility
MedMETs is a documentation and decision-support tool. Final clinical responsibility for diagnosis, treatment, and prescribing rests with the licensed clinician using the platform. AI-generated outputs (transcripts, suggested coding, decision-support prompts) must be reviewed before clinical action.
Need the full MSA?
Enterprise procurement and legal teams can request the full Master Services Agreement, Data Processing Agreement, and Business Associate Agreement for review. Most customers redline against our base templates.