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Acceptable Use Policy

Last updated: 24 May 2026

1. Purpose

This Acceptable Use Policy ("AUP") governs access to and use of Apollo EMS, including its websites, tenant environments, mobile experiences, APIs, integrations, messaging features, email hosting and mailbox storage, file storage, telematics features, support channels, and related services (collectively, the "Service").

Apollo EMS is designed to support emergency medical services, event medical operations, workforce coordination, incident management, reporting, payroll, client interactions, and related operational workflows. This AUP is intended to protect the security, availability, privacy, and lawful use of the Service for all customers and users.

2. Scope

This AUP applies to:

  • each customer organisation that purchases, administers, or uses Apollo EMS;
  • all end users, including employees, contractors, volunteers, clinicians, dispatchers, client contacts, tenant administrators, and integration developers;
  • any person who accesses the Service through a customer account, shared environment, API credential, kiosk, device, or integration.

Each customer is responsible for ensuring its users, contractors, connected systems, and authorised representatives comply with this AUP.

3. Permitted Use

You may use Apollo EMS only for legitimate business, clinical, operational, administrative, reporting, and customer-service purposes connected with your organisation's authorised use of the Service.

You must use the Service:

  • lawfully and in accordance with your contract with Apollo EMS;
  • in accordance with applicable privacy, health records, surveillance, telecommunications, workplace, consumer, and intellectual property laws;
  • in accordance with your professional, clinical, employment, and regulatory obligations;
  • only within the features, permissions, tenant boundaries, technical controls, and usage limits made available to you.

4. Customer Responsibilities

You are responsible for:

  • maintaining accurate account, tenant, and user information;
  • assigning access on a least-privilege basis and promptly removing access when no longer needed;
  • ensuring each user has appropriate authority, training, and supervision for the data and workflows they access;
  • maintaining your own internal procedures for clinical escalation, emergency response, downtime handling, incident response, and recordkeeping;
  • ensuring content, files, messages, forms, reports, and integrations submitted through Apollo EMS are accurate, lawful, and appropriate for your use case;
  • obtaining all notices, consents, approvals, and authorisations required for your use of patient, staff, client, location, communications, and telematics data.

5. Safety-Critical and Clinical Use

Apollo EMS may support clinical and operational workflows, but it does not replace professional judgment, dispatch decision-making, statutory reporting obligations, or emergency escalation procedures.

You must not use the Service:

  • as a substitute for urgent clinical assessment, emergency triage, or critical safety decision-making;
  • in a way that unreasonably delays escalation to emergency services, hospitals, clinicians, or other required responders;
  • as the sole safeguard for time-critical or life-critical workflows where independent failover, verification, or offline procedures are reasonably required;
  • to generate or store clinical records in a way that you know is incomplete, misleading, fabricated, or inconsistent with applicable standards.

6. Prohibited Conduct

You must not, and must not allow others to, use Apollo EMS to:

6.1 Break the law or infringe rights

  • violate any law, regulation, court order, industry code, or enforceable government direction;
  • infringe, misappropriate, or otherwise violate another person's privacy, confidentiality, intellectual property, publicity, or contractual rights;
  • facilitate fraud, deception, identity theft, impersonation, harassment, threats, abuse, stalking, or discrimination.

6.2 Misuse accounts, tenants, or permissions

  • share credentials inappropriately, use another person's account without permission, or allow unauthorised users to access the Service;
  • attempt to access another customer tenant, user account, dataset, environment, file, or feature without authorisation;
  • bypass permission checks, tenant separation, feature restrictions, billing controls, authentication controls, audit controls, or security safeguards;
  • create fake organisations, fake users, or misleading records to disguise identity, abuse trials, evade payment, or circumvent controls.

6.3 Interfere with the security or integrity of the Service

  • probe, scan, crawl, exploit, test, or attempt to discover vulnerabilities without Apollo EMS's prior written approval;
  • distribute malware, ransomware, spyware, viruses, corrupted files, malicious scripts, or any code intended to disrupt, exfiltrate, or degrade systems or data;
  • intercept, tamper with, or redirect traffic, authentication flows, session tokens, webhooks, API calls, or data transmissions;
  • reverse engineer, decompile, disassemble, or attempt to derive source code, underlying models, or non-public architecture except to the extent such restriction is prohibited by law.

6.4 Abuse the platform or degrade service availability

  • perform excessive automated requests, scraping, polling, exports, or bulk operations that unreasonably burden the Service;
  • conduct load testing, penetration testing, benchmarking, or denial-of-service activity without prior written approval;
  • use the Service in a way that interferes with other customers' access, performance, stability, or security;
  • use the Service to host unrelated workloads, general-purpose file distribution, crypto mining, or any activity outside its intended business purpose.

6.5 Misuse communications features

  • send spam, phishing messages, scams, chain messages, or deceptive notifications;
  • send unwanted, unlawful, or improperly consented email, SMS, push notifications, or in-app messages;
  • use Apollo EMS messaging or notification features to harass, threaten, intimidate, or surveil individuals unlawfully;
  • falsify sender identity, message origin, message content, or recipient consent status.

Apollo EMS has zero tolerance for unsolicited marketing sent through the email hosting service or any other Apollo EMS communications feature. Sending any unsolicited marketing at all, including a single message or campaign without appropriate consent or lawful basis, may result in immediate suspension, restriction, or a permanent ban from the email hosting service and, where appropriate, the broader Service.

If a customer wishes to send bulk solicited emails, they should use the Apollo EMS email feature where available, rather than the email hosting service. The Apollo EMS email feature is better suited to managed bulk communications, provided the customer has the required consent or lawful basis and complies with all applicable messaging, privacy, and anti-spam obligations.

6.6 Upload or process inappropriate content

  • upload illegal content, contraband, exploitative material, or content that is defamatory, fraudulent, or knowingly false;
  • upload material containing malware, credential dumps, secrets unrelated to your authorised use, or files designed to compromise users or systems;
  • use production environments for unnecessary test data where synthetic or de-identified data is reasonably practical;
  • store data that is unrelated to your legitimate use of Apollo EMS or outside the scope of your agreement.

7. Patient, Workforce, and Sensitive Data

Because Apollo EMS may be used to manage patient, staff, incident, payroll, compliance, and location information, you must handle sensitive data carefully.

You must:

  • only collect, upload, access, use, disclose, or export data you are authorised to handle;
  • limit access to users with a legitimate business, clinical, operational, or legal need;
  • use reasonable safeguards to protect confidentiality, integrity, and availability of sensitive data;
  • ensure exported records, PDFs, reports, messages, and integrations are only shared with authorised recipients;
  • use de-identified, anonymised, or synthetic data for demonstrations, testing, and training where practical;
  • comply with all data retention, deletion, notification, access request, and audit obligations that apply to your organisation.

You must not:

  • use Apollo EMS to unlawfully track, monitor, or profile patients, staff, contractors, or clients;
  • disclose sensitive data across tenant boundaries, personal accounts, or unauthorised third parties;
  • upload highly sensitive secrets in plain text where the Service is not intended to store them, such as private keys, raw passwords, or unrelated system credentials.

8. Telematics, Location Data, and Surveillance

If you use Apollo EMS features involving telematics, location, timestamps, or operational activity logs, you must ensure that collection and use of that data is lawful, proportionate, and appropriately disclosed.

You must not use telematics or location features to:

  • secretly monitor individuals in breach of employment, privacy, surveillance, or workplace laws;
  • track people or vehicles without the notices, consents, or legal basis required for your jurisdiction and use case;
  • infer or disclose sensitive personal activity beyond what is reasonably required for lawful operational purposes.

Customers are responsible for providing any workplace notices, vehicle notices, policies, or consent processes required for their use of telematics and related data.

9. Integrations, APIs, and Automation

If you connect Apollo EMS to third-party systems or use its APIs, import/export tools, webhooks, or automation features, you must:

  • use only supported and authorised authentication methods, tokens, and endpoints;
  • keep API keys, secrets, and credentials secure and never embed them in insecure public locations;
  • respect rate limits, schema constraints, and documented usage patterns;
  • ensure connected systems comply with this AUP and do not create security, privacy, or availability risks;
  • comply with the terms and legal requirements of third-party services you connect to Apollo EMS.

You must not:

  • scrape non-public interfaces or use undocumented endpoints to extract data at scale;
  • build or operate integrations that bypass permissions, hide audit trails, or silently exfiltrate customer data;
  • use Apollo EMS to send data to third parties that are not authorised by the relevant customer or data controller.

10. Fair Use of Infrastructure and Support

Apollo EMS may apply usage limits, storage limits, message limits, API limits, or other technical protections to preserve stability and fairness across customers.

If an email hosting plan describes mailbox or inbox storage as "unlimited", that means there is no fixed ordinary mailbox quota for legitimate business use. It does not mean storage is without technical, operational, security, contractual, or fair-use limits. Unlimited mailbox storage is subject to reasonable use, including limits needed to protect service stability, deliverability, backup and restore operations, abuse prevention, security, and the experience of other customers.

You must not:

  • use the Service in a way that materially exceeds normal, contracted, or reasonably expected usage without prior agreement;
  • repeatedly trigger heavy exports, indexing, synchronisation, notifications, or background processing in a way that degrades shared infrastructure;
  • use email hosting as general-purpose archival storage, bulk file storage, automated data dumps, log retention, or storage for content unrelated to your legitimate business use of Apollo EMS;
  • misuse support channels for abusive, threatening, fraudulent, or bad-faith conduct.

11. Security Requirements

You must maintain reasonable security practices for your use of Apollo EMS, including:

  • using strong passwords, passkeys, multi-factor authentication, and secure device practices where available;
  • promptly revoking access for departing staff, compromised users, lost devices, and unused integrations;
  • keeping your endpoint devices, browsers, operating systems, and connected software reasonably up to date;
  • reporting suspected unauthorised access, credential compromise, malware, data exposure, or security incidents without undue delay.

Apollo EMS may suspend or restrict access where reasonably necessary to investigate or contain a security incident.

12. Monitoring, Investigation, and Enforcement

Apollo EMS may monitor use of the Service, logs, metadata, traffic patterns, and system activity to operate the platform, enforce this AUP, protect customers, investigate incidents, comply with legal obligations, and prevent abuse.

If we reasonably believe this AUP has been violated, Apollo EMS may take action including:

  • issuing warnings or requiring remediation;
  • removing or restricting access to content, accounts, tenants, users, devices, or integrations;
  • rate limiting, suspending, or terminating access to some or all of the Service;
  • disabling features or integrations creating security, privacy, or operational risk;
  • preserving and disclosing relevant information where required or permitted by law or where reasonably necessary to protect the Service, customers, or the public.

Apollo EMS may act immediately where the risk involves patient safety, unlawful conduct, privacy breaches, platform security, service stability, or credible abuse.

13. Reporting Violations

Suspected violations of this AUP, security issues, abusive behaviour, or unlawful use of the Service should be reported to [email protected].

Customers should include enough detail for investigation, such as:

  • the affected tenant or organisation;
  • relevant user accounts, integrations, or message recipients;
  • dates, times, screenshots, exported records, or request IDs where available;
  • a description of the suspected misuse, impact, and any steps already taken.

If the issue involves imminent harm, emergency response, or another urgent real-world safety matter, customers must use their own emergency escalation procedures and not rely solely on Apollo EMS support channels.

14. Changes to This Policy

Apollo EMS may update this AUP from time to time to reflect product changes, legal requirements, security risks, or operational needs. The current version published by Apollo EMS will apply from its stated effective date.

Continued use of the Service after an updated AUP takes effect constitutes acceptance of the revised policy, to the extent permitted by law and your governing agreement with Apollo EMS.

15. Relationship to Other Terms

This AUP supplements any subscription agreement, master services agreement, order form, privacy policy, data processing terms, security requirements, implementation terms, or other contractual terms that apply to your use of Apollo EMS. If there is a conflict, the governing agreement with Apollo EMS will control to the extent of the inconsistency, unless the conflicting term expressly states otherwise.