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Terms of service
A summary of the agreement between Viewde EMEA Limited and organisations using the platform. In partner markets, your implementation contract is with your partner and the signed documents take precedence over this page.
Parties
Viewde EMEA Limited, registered in Ireland, registered office Penrose Dock, Cork T23 YY09, and the care organisation named in the order form. UK customers contract with Viewde UK Limited, registered in England and Wales.
In partner markets, implementation, training and first-line support are contracted separately with your implementation partner. The platform licence and the data processing agreement remain with Viewde.
What we provide
Access to the Viewde products listed on your order form for the term stated, with second-line support, platform maintenance and the regulatory content for your country. We provide the service with reasonable skill and care and in line with the availability commitment below.
Availability
We target 99.9% availability each calendar month, excluding planned maintenance notified at least five working days in advance and normally performed between 02:00 and 04:00 CET on a Tuesday. If monthly availability falls below 99.5% you may claim a credit of 10% of that month's platform fee; below 99.0%, 25%. Credits are applied to the following invoice on request.
Fees and payment
Fees are as set out on your order form, exclusive of VAT, invoiced monthly in arrears on 30-day terms, calculated on occupied places on the first of the month. Fees are fixed for the term; at renewal any increase is capped at HICP inflation or 4%, whichever is lower. Statutory interest applies to overdue invoices under Directive 2011/7/EU as implemented locally.
Your responsibilities
You remain the data controller for all care records and are responsible for their clinical accuracy. You agree to keep staff accounts individual rather than shared, to remove leavers promptly, to keep devices reasonably secure, and to nominate an administrator as our point of contact. Where employee monitoring rules apply in your jurisdiction, including §87 BetrVG in Germany, obtaining any necessary agreement is your responsibility; we will supply documentation and attend meetings to support it.
Term and termination
Essential runs month to month with 30 days' notice. Complete runs twelve months and renews for successive twelve-month terms unless either party gives 30 days' notice before renewal. Group runs annually with 60 days' notice. There is no exit fee.
Either party may terminate immediately for a material breach not remedied within 30 days of written notice, or on insolvency.
If your implementation partner ceases to be a Viewde partner, your platform agreement continues unaffected and we will transfer you to another partner or to direct support from Cork.
Your data on exit
On termination, and at any time during the agreement, you may request a full export in PDF, CSV and FHIR-structured form. We provide it within five working days at no charge. Data is permanently deleted 90 days after termination unless you instruct otherwise in writing.
Liability
Neither party excludes liability for death or personal injury caused by negligence, for fraud, or for anything that cannot lawfully be excluded. Subject to that, total liability in any twelve-month period is limited to the platform fees paid in that period, and neither party is liable for indirect or consequential loss or loss of profit.
Clinical and regulatory
We maintain a clinical risk management process with a named clinical lead and a hazard log available on request. The platform contains no high-risk AI system within the meaning of the EU AI Act; our classification assessment is available to customers. You remain responsible for regulatory compliance in the operation of your service.
Governing law
These terms are governed by Irish law and the Irish courts have exclusive jurisdiction, save that UK customers contracting with Viewde UK Limited are subject to the law of England and Wales. Disputes are first referred to a meeting between one senior representative of each party within 14 days.
Contact
Write to Rachel Adeoye, Data Protection Officer, Viewde EMEA Limited, Penrose Dock
Cork T23 YY09
Ireland, or email info@viewde.com marked for her attention. We respond in writing within five working days, in German or English.