This Acceptable Use Policy (the "Policy") governs your use of the Nem platform and services operated by Nemsol Inc. (operating as Nem), a Delaware corporation. It is part of, and incorporated into, your agreement with us, including our Terms of Service and your subscription plan and order. By signing up for or using Nem, you agree to this Policy. We may update it from time to time; material changes will be communicated in-product or by email.
1. Permitted use
Nem is provided for legitimate clinical and business operations: managing patients, scheduling, billing, care management, the Voice Agent, and related workflows for your own organization and clinics. You may use Nem only in accordance with your subscription plan, this Policy, and applicable law, and only for the organization and clinics identified in your account.
2. Plan limits and entitlements
Your subscription plan and order define the scope of your permitted use. Depending on your plan, this includes limits such as the number of clinics or locations, provider and user seats, active patients, AI voice-agent usage (for example, minutes or calls), and the modules and features you are entitled to. The specific limits that apply to you are set out in your plan and order, not in this Policy, so they stay current as our plans change.
You agree to use the Service within your plan's limits and entitlements. In particular, you agree not to:
- Exceed, or attempt to circumvent, the seat, patient, location, usage, or feature limits of your plan, including by technical means.
- Share a single subscription across separate, unaffiliated organizations, or split one organization across multiple accounts to avoid limits or fees.
- Enable or use a module or feature you have not subscribed to.
If you approach or exceed an entitlement, we may notify you in-product, ask you to upgrade, apply any overage terms in your order, or apply reasonable technical limits to new additions (for example, adding further providers or patients). We will not delete your existing data simply because you reached a limit; our aim is to work with you to right-size your plan. Where we limit an action for this reason, we will explain why and how to resolve it.
3. Prohibited activities
You agree not to, and not to permit anyone else to:
- Use Nem for any unlawful purpose, or in violation of HIPAA, TCPA, CAN-SPAM, or other applicable healthcare, privacy, or communications laws.
- Upload, store, or transmit protected health information (PHI) through channels we designate as non-PHI (for example, email subject lines or bodies), or otherwise circumvent our data-handling safeguards.
- Upload real PHI before the required Business Associate Agreement (BAA) is in place between your organization and Nemsol Inc., where one is required.
- Attempt to gain unauthorized access to the platform, other organizations' data, or our systems, or probe, scan, or test the vulnerability of the platform without our prior written consent.
- Interfere with or disrupt the integrity or performance of the platform, including by introducing malware, or by automated scraping, crawling, or harvesting of data.
- Exceed fair use of platform resources, including by sending automated or high-volume requests that degrade service for others, or by circumventing rate limits, quotas, or usage controls.
- Resell, sublicense, or provide the platform to third parties except as expressly permitted by your subscription.
- Use the Voice Agent, chatbot, or any AI feature to harass, deceive, or harm any person, to provide medical advice or diagnosis, or in any way that violates the providers' terms.
- Misrepresent your identity or your authority to act for an organization, or use the platform to send unsolicited or unlawful communications.
- Reverse engineer, decompile, or attempt to extract source code or models, except to the extent permitted by law.
4. Fair use of platform resources
Even within your plan's limits, Nem applies reasonable rate limits and usage controls to protect the security, reliability, and fair availability of the platform for all customers. These controls apply to actions such as sign-in attempts, search and lookup requests, bulk imports and exports, voice-agent traffic, and any programmatic access. Activity that materially exceeds normal interactive use, including automated or high-volume requests, brute-force attempts, scraping, denial-of-service traffic, or attempts to bypass our rate limits, may be throttled, queued, blocked, or rate-limited, and repeated abuse may lead to suspension.
These limits are not a substitute for your plan entitlements; they exist to keep the service stable and secure. If your legitimate needs require higher limits, contact us and we will work with you to accommodate them.
5. Security and reporting
You are responsible for the security of your account credentials and for activity under your account. You must promptly notify us of any suspected unauthorized access or security incident. If you discover a vulnerability, please report it to us responsibly at info@nemsol.org rather than exploiting it.
6. Consequences of misuse
We may investigate suspected violations and may suspend or terminate access, remove content, throttle or limit usage, or take other action we consider appropriate, including where required to protect the platform, our customers, or to comply with law. Where practical and not prohibited, we will explain the reason and a path to resolution.
7. Contact
Questions about this Policy can be sent to info@nemsol.org. This Policy works alongside our Terms of Service and Privacy Policy, and, where applicable, the Business Associate Agreement between your organization and Nemsol Inc.
For customers processing Protected Health Information (PHI), the Business Associate Agreement (BAA) governs the handling of PHI and controls over any conflicting term. The order of precedence for PHI is: (1) the BAA, (2) your subscription order, (3) the Terms of Service, (4) the Privacy Policy, and (5) any other posted policy.