Terms & Conditions
Effective Date: October 12, 2026. These terms govern enterprise access and use of the Patient Experience.ai software platform, integration APIs, and operational telemetry applications.
1. Platform Licensing & Enterprise Use
Subject to commercial execution of an Enterprise Order Form or Master Services Agreement (MSA), Patient Experience.ai grants health networks, hospital systems, and clinic operators a non-exclusive, worldwide license to deploy and access the selected platform suites (CEMPIA, LiveServiz, Querry AI, CampaignAI).
2. Service Level Commitments & Uptime
Enterprise tiers carry guaranteed uptime commitments:
- Production Availability: 99.8% monthly uptime SLA across patient feedback ingestion and incident dispatch engines.
- Maintenance Windows: Scheduled maintenance communicated with at least 72 hours advance notice, scheduled during low-volume hours.
- Priority Incident Response: Severity-1 system degradation addressed within 30 minutes by our dedicated 24/7 technical operations center.
3. Customer Data Ownership & Confidentiality
The customer retains all right, title, and ownership in all patient experience datasets, survey transcripts, and hospital operational metrics processed through the software. Patient Experience.ai acts strictly as a data processor, handling records exclusively pursuant to documented instructions and applicable regulatory frameworks.
4. Electronic Health Record (EHR) Integrations
Integration connectors with Epic, Cerner, MEDITECH, SAP, and regional HIE standards (e.g., HL7 / FHIR APIs) are configured via secure, credentialed gateways. Customers are responsible for providing appropriate API authorizations and network firewall clearances.
5. Legal Inquiries
For legal notices, contract administration, or master service agreement negotiations, please reach out to our legal team: