Terms of Service

1. Agreement to these Terms

These Terms of Service (the “Terms“) are a binding agreement between you and TacLine LLC, a New York limited liability company doing business as TacLine Technology Solutions (“TacLine“, “we“, “us“). They apply when you visit taclinetech.com, contact us through a form on it, engage us for consulting or support work, use software we operate, or exchange text messages with us.

By using any of those things you accept these Terms. If you do not accept them, do not use the Services. If you are accepting on behalf of an agency, municipality, company or other organization, you confirm you have authority to bind it, and “you” means that organization.

Where a signed Statement of Work, Master Services Agreement, Business Associate Agreement or municipal contract exists between us, that document controls to the extent it conflicts with these Terms. These Terms fill the gaps; they do not override a negotiated agreement.

2. Who we are

TacLine LLC provides level 1 and level 2 technical support, systems integration and technology consulting, principally to emergency services agencies. We also design and operate software platforms. TacLine operates several distinct products and brands, including ConvivaOS and ONE Travel OS. Where those products have their own terms, those product terms govern that product; these Terms govern everything else and apply to TacLine as the operating entity behind them.

Our business mailing address is TacLine LLC, 12 Main St #1515, Brewster, NY 10509. Our registered agent for service of process in New York is located at 418 Broadway STE R, Albany, NY 12207. Our general contact address is support@taclinetech.com.

3. Definitions

• Services — the website, Consulting Services, Support Services and Software Services described in section 4, together with our messaging program.
• Client — an organization that has engaged TacLine under a Statement of Work, retainer or contract.
• Authorized User — an individual the Client permits to use the Services, including agency staff, crew members and administrators.
• Client Data — data, records and content the Client or its Authorized Users provide to us or that we access on the Client’s systems in the course of an engagement.
• Statement of Work or SOW — a written description of scope, deliverables, schedule and fees that we and the Client both accept.
• PHI — protected health information as defined by HIPAA.

4. The services we provide

4.1 Consulting Services

Assessments, technology roadmaps, procurement and RFP review, technical specifications, and workflow analysis. Consulting deliverables are advisory. We are not your legal, accounting, insurance, clinical or regulatory-compliance advisor, and our recommendations do not substitute for the judgement of those professionals or for your agency’s own medical direction.

4.2 Integration and deployment

Configuration and connection of computer-aided dispatch, records management, electronic patient care reporting, mobile data, billing, and related systems, including data exchange and migration work. Integration outcomes depend on third-party systems we do not control; see section 14.

4.3 Support Services

Retained level 1 and level 2 helpdesk, device and fleet management, monitoring, patching, backup and escalation. Response targets, coverage hours, and the definition of each severity level are set in the applicable SOW or retainer schedule. Any response target published on our website is a target, not a guarantee, unless a signed agreement states otherwise.

4.4 Software Services

Software TacLine develops and operates, whether delivered as a hosted service, a custom application built for a Client, or a product offered under one of our brands.

4.5 Not emergency services

The Services are not an emergency communication system. They do not dispatch, route, or deliver requests for emergency assistance and must never be relied on in place of 911, a public safety answering point, a radio system, or any other primary emergency channel. Never use our website, forms, email, or text messages to report an emergency.

5. Statements of Work, estimates and changes

Work is performed under a Statement of Work. Estimates are good-faith projections based on the information available when we prepare them; they are not fixed-price quotes unless labelled as such. Material changes in scope, in the systems in play, or in third-party vendor cooperation are handled through a written change order that states the effect on price and schedule. We will not perform out-of-scope work and bill you for it without your written agreement first.

6. Client obligations and access

Engagements depend on your cooperation. You agree to:

• designate a point of contact with authority to make operational decisions and approve maintenance windows;
• provide timely, accurate information about your environment, contracts and constraints;
• grant the system access, credentials and vendor authorizations the work requires, and revoke them promptly when an engagement ends;
• maintain your own licences, subscriptions and support contracts with third-party vendors;
• maintain your own backups and continuity plans in addition to any we configure; and
• ensure you have the legal right to give us access to any system or data you direct us to.

Credentials issued to us are used only for the engagement, are held in an access-controlled password manager, and are surrendered or rotated at your request. You are responsible for the security of credentials held by your own staff and for promptly telling us about any compromise.

7. Software Services and licence

Subject to these Terms and payment of applicable fees, TacLine grants you a non-exclusive, non-transferable, revocable right to access and use the Software Services during your subscription or engagement term, for your internal business or agency purposes only.

You may not copy, modify, reverse-engineer, decompile, resell, sublicense, rent, or create derivative works from the Software Services, or use them to build a competing product, except to the extent that restriction is unenforceable under applicable law. Where a custom application is developed for you, ownership of that deliverable is governed by the SOW; absent a term to the contrary, TacLine retains ownership of its pre-existing and general-purpose components and grants you a perpetual licence to use them within the delivered application.

Availability targets, maintenance windows and support terms for a Software Service are set in its SOW or subscription schedule. We may modify, suspend or discontinue a feature; where a change is materially adverse to a paying Client we will give reasonable advance notice.

8. Acceptable use

You agree not to, and not to permit any Authorized User to:

• use the Services unlawfully, or in violation of any regulation applicable to your agency;
• upload malware, attempt to gain unauthorized access, probe or scan our systems, or interfere with their operation or with other customers;
• submit another person’s protected health, personal or law-enforcement-sensitive information without the legal authority to do so;
• use the Services to send unsolicited or unlawful messages of any kind, including messages that would violate the Telephone Consumer Protection Act or carrier requirements;
• misrepresent your identity, your agency, or your authority; or
• remove or obscure proprietary notices.

We may suspend access immediately where we reasonably believe continued access presents a security risk, a legal risk, or a risk to other customers, and we will tell you why.

9. Client Data, confidentiality and protected health information

As between us, Client Data belongs to you. We access and process it only to perform the Services, to meet a legal obligation, or as you otherwise direct in writing. We do not sell Client Data and we do not use it to train third-party machine-learning models.

Each of us will keep the other’s confidential information in confidence, use it only for the engagement, and protect it with at least the care we use for our own confidential information. Confidentiality obligations survive termination.

9.1 Protected health information

Integration, migration and support work on ePCR, billing and clinical systems can give TacLine incidental access to PHI. Where that is the case, TacLine acts as a business associate under HIPAA and will execute a Business Associate Agreement with you before that access begins. The BAA governs our permitted uses and disclosures, our safeguards, our subcontractors, and our breach-notification obligations, and it controls over these Terms for anything touching PHI.

9.2 Data return and deletion

On written request at or after the end of an engagement we will return or destroy Client Data in our possession, other than copies we must retain in backups or to meet a legal or professional obligation, which remain subject to these confidentiality terms until deleted on our normal cycle.

10. SMS, MMS and RCS messaging program

This section is the terms and conditions of TacLine’s text messaging program. It applies to the toll-free number (833) 270-2750 and to any other number we identify to you as part of the program. Depending on your handset and carrier, a message may be delivered as SMS, MMS or RCS; these terms apply identically to all three.

10.1 Program name and description

Program name: TacLine Notifications, operated by TacLine LLC. The program is transactional and account-related. It carries the following message types and no others:

• Service and support notifications — ticket acknowledgements and updates, scheduled-maintenance and outage notices, on-call and escalation alerts, and appointment or site visit confirmations relating to work you have engaged us to perform.
• Account security codes — one-time passcodes and two-factor authentication codes for signing in to software platforms TacLine operates, including ConvivaOS and ONE Travel OS, sent only to a number registered on the relevant account.
• Booking and itinerary alerts — reservation confirmations, itinerary changes, schedule updates and travel notices for users of ONE Travel OS, sent only where the booking or the account is yours.
• Conversational support — two-way messaging with a member of our team about an existing account, ticket or engagement, available only after the double opt-in described in section 10.2 is complete.

We do not send marketing, advertising or promotional messages under this program.

10.2 How you opt in — two steps, both required

We only message you if you have asked us to, and consent is never a condition of purchasing anything from us. Enrolment takes two deliberate steps on your own device:

1. You enter your mobile number and tick a consent box on the same screen. The box is never pre-ticked, and the disclosure beside it is visible page text — not a tooltip, not a modal — stating the message types, that message frequency varies, that message and data rates may apply, how to get help, how to stop, and where to read these Terms and our Privacy Policy.
2. We send a six-digit code to that number and you enter it. This proves the number reaches the handset in your hand.

Enrolment completes only when both steps are done. Submitting a number without ticking the box does not enrol you. Ticking the box without entering the code does not enrol you.

Where the two screens live depends on who you are. If you are a customer of a business using one of our platforms, they are in your own portal under Text messages, or in onboarding when you first set up your account. If you are an advisor, agent or staff user, they are in your profile, or in the invitation you accepted. We record which of those four routes your consent came through.

Nobody can enrol your number on your behalf. A verification code is only ever sent in response to a request made by the holder of the handset. An advisor, agent or staff user cannot cause a message to be sent to a customer’s phone. Where one of them wants you to switch text messages on, the platform emails you a link to your own portal instead — no more than two such invitations, at least thirty days apart.

10.3 What we record when you consent

For each consent we store the mobile number, the date and time, which of the four routes above it came through, the IP address it was submitted from, and a version identifier for the exact consent wording you were shown. Separately we store proof that the handset was verified. We produce these records to a carrier, a messaging provider or a regulator on request.

If you change the mobile number on your account, the consent recorded against the old number is cleared and its verification revoked. The new number starts again at step one.

10.4 Message frequency

Message frequency varies and depends on your account activity, your open tickets, your bookings, and the systems we support for you. Security codes are sent only when you or someone using your credentials requests a sign-in.

10.5 Cost

TacLine does not charge you for messages sent under this program. Message and data rates may apply under your agreement with your mobile carrier; RCS messages may consume mobile data. Ask your carrier if you are unsure about your plan.

10.6 How to stop messages

You can opt out at any time. Reply STOP to any message from us. We also honour END, CANCEL, UNSUBSCRIBE and QUIT. We will send one final message confirming that you have been unsubscribed, and after that we will send no further messages to that number from that sender.

What an opt-out covers. An opt-out is recorded against the specific sending number you replied to. Replying STOP to platform notifications stops those notifications. It does not stop messages that an individual advisor, agency or business sends you from their own number — to stop those, reply STOP to that number. It does not stop email or telephone contact about your account, and it does not terminate any engagement. To rejoin, complete the two steps in section 10.2 again, or contact us.

10.7 How to get help

Reply HELP to any message from us and we will reply with the program name and our contact details. You can also email support@taclinetech.com or call (833) 270-2750.

10.8 Replies you send us

We log inbound replies so we can operate the program, and we automatically classify them as opt-outs, help requests, or other. Before storing a reply we redact anything matching the pattern of a payment card number. Even so, do not send payment card details, health information or other sensitive personal information by text message. Use the portal or call us instead.

10.9 Carriers and delivery

Supported carriers include AT&T, Verizon Wireless, T-Mobile, US Cellular, and others. Carriers are not liable for delayed or undelivered messages. Message delivery depends on your device, your carrier, and network conditions, none of which we control. Do not rely on text messages for anything time-critical, and never for an emergency.

10.10 Your number and your device

You confirm that the mobile number you give us is yours, or that you are authorized to enrol it, and that you will tell us promptly if it changes or is reassigned. We may remove a number from the program if we believe it has been reassigned or that consent is no longer valid.

10.11 Age requirement

You must be at least 18 years old to consent to receive messages under this program.

10.12 Privacy and non-disclosure of consent

No mobile information will be shared with third parties or affiliates for marketing or promotional purposes. Information sharing with subcontractors who provide support services, such as our messaging provider, is permitted solely so we can deliver the messages you asked for. All other use case categories exclude text messaging originator opt-in data and consent; this information will not be shared with any third parties. Our full handling of mobile numbers is described in the Privacy Policy.

10.13 Changes to the consent wording

The consent wording shown to you carries a version identifier, recorded with your consent. If we materially change that wording, the version changes with it. A new category of message requires fresh consent; we will not begin sending one on consent given for another.

11. Fees, invoicing and taxes

Fees are set in the applicable SOW, retainer schedule or subscription. Unless stated otherwise, invoices are issued monthly in arrears for time-and-materials and support work, and on the milestone schedule for project work, and are payable net 30 days from the invoice date. We can accommodate a municipal or agency payment cycle where it is agreed in writing in advance.

Undisputed amounts more than 30 days past due may accrue interest at 1.5% per month or the maximum permitted by New York law, whichever is lower, and we may suspend non-emergency work after written notice. Fees are exclusive of sales and use taxes; you are responsible for those unless you provide a valid exemption certificate. Pass-through costs such as hardware, licences and travel are billed at cost and identified separately.

12. Term, suspension and termination

These Terms apply while you use the Services. A retainer continues for the term stated in its schedule and renews as that schedule provides. Either party may terminate a retainer for convenience on 30 days’ written notice unless the SOW says otherwise, and either may terminate for material breach that is not cured within 15 days of written notice.

On termination: your access to Software Services ends; you pay for work performed and non-cancellable commitments made through the termination date; we return or destroy Client Data as described in section 9.2; and we provide the documentation the SOW requires. Sections 8, 9, 13, 15, 16, 17, 18 and 20 survive.

13. Intellectual property

TacLine retains all right, title and interest in the Services, our software, methods, templates, documentation and brands, including ConvivaOS and ONE Travel OS, and in any improvement to them. Nothing in these Terms transfers ownership except as an SOW expressly provides. You retain all right, title and interest in Client Data and in your own marks. Feedback you give us may be used without restriction or obligation.

14. Third-party services and vendors

The Services interoperate with systems we do not own or control — CAD, RMS and ePCR platforms, carriers, hosting and messaging providers, and your other vendors. We are not responsible for those systems’ availability, accuracy, security, pricing, or contractual terms, or for a vendor’s refusal to cooperate with an integration. Where a third-party failure blocks the work, we will tell you promptly and propose alternatives, but delays caused by it are not our breach.

15. Warranties and disclaimers

We warrant that Services will be performed in a professional and workmanlike manner by qualified personnel, consistent with the standard of care in our industry. Your exclusive remedy for a breach of this warranty is re-performance of the affected work, provided you notify us in writing within 30 days.

Except for that warranty, the Services are provided “as is” and “as available”, and TacLine disclaims all other warranties, express, implied or statutory, including implied warranties of merchantability, fitness for a particular purpose, title, and non-infringement. We do not warrant that the Services will be uninterrupted, error-free, or that every defect can be corrected, or that any integration will remain functional after a third party changes its system.

16. Limitation of liability

To the fullest extent permitted by law, neither party will be liable for indirect, incidental, special, consequential, exemplary or punitive damages, or for lost profits, lost revenue, lost data, or business interruption, even if advised of the possibility.

TacLine’s total aggregate liability arising out of or relating to these Terms or the Services will not exceed the amounts you paid to TacLine for the Services giving rise to the claim during the twelve months immediately preceding the event.

These limits do not apply to a party’s indemnification obligations under section 17, to breach of confidentiality, to a party’s gross negligence or wilful misconduct, or to anything a Business Associate Agreement addresses differently. Some jurisdictions do not allow certain exclusions, so parts of this section may not apply to you.

17. Indemnification

You will defend, indemnify and hold harmless TacLine and its members, officers and personnel from third-party claims arising out of your unlawful use of the Services, your breach of section 8, your failure to hold the rights necessary to give us access to a system or data, or your violation of law in connection with messaging you direct.

We will defend, indemnify and hold you harmless from third-party claims that the Services as supplied by us infringe a United States patent, copyright or trade secret, provided you notify us promptly, give us control of the defence, and cooperate reasonably.

18. Governing law and dispute resolution

These Terms are governed by the laws of the State of New York, without regard to its conflict of laws rules. The parties submit to the exclusive jurisdiction of the state and federal courts located in Putnam County, New York, and each waives any objection to venue there.

Before filing, the parties will attempt to resolve any dispute in good faith through direct discussion between people with authority to settle, for at least 30 days after written notice of the dispute. Nothing in this section prevents either party from seeking injunctive relief to protect confidential information or intellectual property. Each party waives any right to a jury trial and to participate in a class action arising out of these Terms.

Where you are a municipality, public authority or other governmental entity, provisions of this section that conflict with applicable public procurement or sovereign-immunity law do not apply, and the governing law and venue provisions of your contract control.

19. Changes to these Terms

We may update these Terms. The “last updated” date at the top of this page shows when. If a change is material, we will give reasonable notice — by email to Clients with an active engagement, by notice inside a Software Service, or by posting prominently on this page — before it takes effect. Continuing to use the Services after that date means you accept the updated Terms. If you do not, stop using the Services and contact us.

Changes to the messaging program in section 10 that would broaden the message types you receive require fresh consent; we will not start sending a new category of message on old consent.

20. Miscellaneous

These Terms, with any SOW, BAA or signed agreement, are the entire agreement between us on this subject. If a provision is held unenforceable, the rest stays in force and the provision is limited to the minimum extent necessary. A failure to enforce a provision is not a waiver of it. You may not assign these Terms without our written consent; we may assign them to a successor in a merger or sale of substantially all assets. Nothing here creates a partnership, joint venture, employment, or agency relationship. There are no third-party beneficiaries.

Notices. Routine operational notices may be given by email to the address each party has most recently designated. Formal notices — termination, breach, indemnification and anything requiring a legal response — must be in writing and sent to the business mailing address in section 21, with a copy by email. Service of legal process must be made on our registered agent at the address in section 21. A notice is effective on receipt, or on the third business day after deposit with a nationally recognized courier, whichever is earlier.

21. How to contact us

Questions about these Terms, or about the messaging program:

• TacLine LLC
• Business mailing address: 12 Main St #1515, Brewster, NY 10509
• Service of legal process: c/o registered agent, 418 Broadway STE R, Albany, NY 12207
• Email: support@taclinetech.com
• Toll-free: (833) 270-2750

See also our Privacy Policy and the mobile information section within it.