Terms of Service

Customer. A person who is a member of one or more Clinics with an active YouthCHAT subscription.

Data. In referring to “data” below we are principally concerned with the results of a YouthCHAT screening assessment.

Clinic. An entity within YouthCHAT usually corresponding to a physical clinic site such as a healthcare centre, school health clinic, GP practice, for example; yet may be entirely virtual.

Organisation. A parent entity for one or more Clinics.

Kekeno. Kekeno Tech Ltd.

User. Users fall into two categories: Clinicians - users who create invites and review results of YouthCHAT screens and Young Person - users who undertake a YouthCHAT screen.

Valid Request. A request from a Customer or a proxy individual from within the same Organisation of the Customer which given the context and available information, and using a principal of good faith is deemed reasonable by Kekeno.

Further information can be found about how data is protected under the Privacy Policy. The following sections provide additional information about regarding the Data policy of YouthCHAT.

Customer Information

Customer information is protected with the same high level, standards-based measures as all other data as further described in the Privacy Policy. Customer information is never shared with third parties or used for external marketing purposes.

Within YouthCHAT, customers may receive marketing correspondence which they are able to disable using their notification preferences.

Ownership

Kekeno Tech Ltd develops, maintains and provides the YouthCHAT service and retains ownership of YouthCHAT data. If access is no longer required a Customer may request to have their data deleted - this leads to deletion of their account and the following information: first name, last name, email address, mobile phone number and any association with a Clinic. As further detailed in the Privacy Policy, YouthCHAT screen data is not deleted however on request can be removed of all personally identifiable information; made anonymous.

While Kekeno retains data ownership, Clinics/Organisations are always provided full access to their data and Kekeno will always work constructively and helpfully to provide the data related to a Clinic/Organisation which that Clinic/Organisation needs. Kekeno will also make a best effort to support a Clinic/Organisation with new features to support with data analysis.

Backup Schedule

A data backup window of the prior 7 days is maintained.

Third Party Testing, Implementation & Audit

On Valid Request, Kekeno will make an image the YouthCHAT application available for third party security and penetration testing. Within contracts regarding the protection of source code and intellectual property, Kekeno will make available for audit the implementation of security measures of the application. The requester is responsible for all costs regarding this activity.

Patch and Vulnerability Management including Maximum Exposure Window

Where security vulnerabilities deemed greater than medium priority (high and above) are identified or otherwise urgent patches required they are addressed on a same day basis.

Liability

Kekeno accepts no liability for security vulnerabilities of YouthCHAT and provides YouthCHAT as a service on a best effort basis.

Minimum Availability

A minimum availability target of 99.5% which corresponds to unforeseen downtime of less than 1 hour per 3-months during business hours.

Scheduled Outage Windows

There are no regular scheduled outage windows. Kekeno adopts a release approach of frequent small changes free from service disruption. Where releases are anticipated which might result in temporary service outage or workflow disruption otherwise, this is communicated to Customers ahead of time.

Liability

Kekeno accepts no liability regarding availability and provides YouthCHAT as a service on a best effort basis.

Customer Support

In the event of a non-trivial information security incident Kekeno will:

• Notify affected customers when an incident that may affect the security of their information or interconnected systems is detected or reported
• Specify a point of contact and channel for customers to report suspected information security incidents
• On Valid Request, provide affected customers with access to evidence to enable them to perform their own investigation of the incident
• On Valid Request, Share post incident reports with affected Customers to enable them to understand the cause of the incident and make an informed decision about whether to continue using the cloud service

For support measures requiring a Valid Request, the requester is responsible for all costs regarding this activity.

Liability

Kekeno accepts no liability regarding information security incidents and provides YouthCHAT as a service on a best effort basis.

The appropriate designation of roles for clinic staff is the responsibility of the organisation administrator of that clinic.

In using YouthCHAT, clinical responsibility rests with the user. Kekeno takes no responsibility for failure of the user to review and ensure that YouthCHAT results are are reviewed and acted upon in a clinically appropriate manner.

A paid annual YouthCHAT subscription entitles the organisation of the subscription to:

• Access to use the YouthCHAT application including latest releases under that clinic.
• The ability to add any number of users to the subscribed clinic.
• In-hours support with response times within one business day. Support includes: Help with using YouthCHAT and fixing any significant YouthCHAT bugs.
• Up to one 30-minute interactive virtual meeting during the subscription period for help and support, demonstration, and Q & A.
• The ability to request new features which will be considered by the development team.