Medio Master Terms and Conditions 

Document purpose and structure 

These Medio Master Terms and Conditions are intended to provide a single commercial framework for services supplied by Involve Visual Collaboration Limited under the Medio brand, including Medio AV, Medio Consult, Medio Connect, Medio Assist, Medio Pro, Medio Academy and Medio Interpreter. 

The structure is designed as master terms supported by service-specific schedules. The master terms apply to all services unless an Order Form or signed agreement expressly states otherwise. The service schedules apply only where the relevant service is included in the Order Form, Statement of Work or Sales Proposal. 

1. Definitions and interpretation 

Term	Meaning
Agreement	the agreement between Involve and the Customer for the supply of Services and/or Equipment, comprising the Order Form, these Terms, any applicable Service Schedule, any Data Processing Schedule, any SLA and any Statement of Work.
Authorised Users	the Customer’s employees, contractors, agents, service recipients, patients, clinicians, interpreters, attendees or other users authorised by the Customer to access or use the applicable Services.
AVaaS	means Audio Visual as a Service, being a managed service model under which we provide, design, supply, installation, configuration, management, monitoring, support, maintenance, refresh and/or replacement of audio-visual equipment, software and associated services for the Customer for the duration of the agreed Agreement.
Business Day	a day other than a Saturday, Sunday or Bank Holidays.
Business Hours	09:00 to 17:00 UK time on a Business Day, unless otherwise stated in the applicable SLA or Order Form.
Charges	all charges payable by the Customer under the Agreement, including charges for Equipment, installation, licences, subscriptions, support, professional services, interpreting, training, managed services, usage, cancellation, reattendance and any other charges set out in the Order Form.
Customer	the organisation, company, public body, NHS organisation, charity, partnership or other entity purchasing or receiving the Services from Involve.
Customer Data	all data, information, content, materials, images, documents, records, user data or personal data provided by or on behalf of the Customer or processed through the Services.
Data Protection Legislation	all applicable UK data protection and privacy legislation in force from time to time, including the UK GDPR, Data Protection Act 2018 and Privacy and Electronic Communications Regulations 2003.
Documentation	user guides, service descriptions, technical documents, policies, instructions, release notes, training materials, manuals and other documents made available by Involve.
Equipment	all hardware, devices, audio visual equipment, peripherals, telecarts, digital signage screens, room systems, cabling, cameras, microphones, control equipment, network equipment, accessories or other physical goods supplied, installed, loaned or managed by Involve.
Involve	Involve Visual Collaboration Limited, company number 02383157, registered office Martin Dawes House, Europa Boulevard, Westbrook, Warrington, WA5 7WH.
Medio Services	the services supplied under the Medio brand, including Medio:AV, Medio:Consult, Medio:Connect, Medio:Assist, Medio:Pro, Medio:Academy and Medio:Interpreter.
Order Form	the accepted quotation, sales proposal, order form, statement of work, framework call-off, purchase order accepted by Involve, or other written document describing the Services, Equipment, Charges, Initial Term and commercial details.
Platform	any hosted software, application, portal, integration, cloud service, interoperability service, management console or digital service made available by Involve as part of the Services.
Service Schedule	a schedule in this document or attached to the Agreement containing service-specific terms for one or more Medio Services.
SLA	the applicable service level agreement, support matrix or support description agreed by Involve in writing.
Statement of Work	a written document describing professional services, project scope, deliverables, assumptions, dependencies, milestones, acceptance criteria and charges.
TaaS	means Technology as a Service, being a managed service model under which we provide, manage and support agreed technology solutions, equipment, software, licences, connectivity, maintenance, monitoring, support and related services for the Customer for the duration of the agreed Agreement.
Terms	these Medio Master Terms and Conditions.
Third Party Services	services, software, hardware, cloud platforms, connectivity, APIs, networks, applications, hosting environments or platforms provided by third parties.

In these Terms, references to include, includes and including are deemed to be followed by the words without limitation. References to writing include email unless expressly stated otherwise. References to statutes include replacement, re-enactment or amendment from time to time. 

2. Application of these Terms 

2.1 These Terms apply to all Services and Equipment supplied by Involve under the Medio brand unless a separate signed agreement expressly states that it overrides these Terms. 

2.2 The applicable Service Schedule applies only to the relevant Services purchased by the Customer. Where a Service is not purchased, the corresponding Service Schedule does not apply. 

2.3 Customer purchase order terms, procurement portal terms or other customer terms do not apply unless expressly accepted in writing by an authorised signatory of Involve. 

2.4 If there is a conflict between documents, the following order of precedence applies: 

• a Data Processing Schedule or information governance schedule, where applicable; 

• the applicable Order Form or Statement of Work; 

• the applicable Service Schedule or SLA; 

• these Terms; 

• the Customer purchase order, but only for administrative details such as purchase order number, billing reference and invoice address. 

3. Contract formation 

3.1 A quotation or proposal issued by Involve is not an offer capable of acceptance unless expressly stated otherwise. A contract is formed when Involve accepts the Customer’s official order in writing, by receipt of a purchase order. 

3.2 Involve may carry out credit, financial, or customer due diligence checks before accepting an order or continuing to supply Services. 

3.3 Unless otherwise stated, quotations are valid for 30 days and are subject to availability, manufacturer pricing, exchange rates, tax and duty changes, and third-party supplier terms. 

4. Services 

4.1 Involve will provide the Services materially in accordance with the applicable Order Form, Statement of Work, Service Schedule and SLA. 

4.2 All times, dates, delivery dates, milestones and service dates are estimates unless expressly stated to be binding in the Order Form. Time is not of the essence unless expressly agreed in writing by Involve. 

4.3 Involve may make changes to the Services where required for legal, regulatory, security, technical, third-party supplier, operational or service improvement reasons, provided such changes do not materially reduce the core functionality of the Services purchased. 

5. Customer obligations 

5.1 The Customer shall: 

• co-operate with Involve and provide timely decisions, information, access, instructions and approvals; 

• ensure that all information supplied to Involve is complete, accurate and not vague or ambiguous. 

• provide safe and reasonable access to premises, systems, networks, facilities, rooms, devices, staff and third-party suppliers as reasonably required; 

• ensure that its premises, networks, bandwidth, firewall configuration, power, room readiness, endpoint devices, user equipment and local systems meet the requirements notified by Involve; 

• obtain all consents, permissions, licences, access rights and approvals required for Involve to perform the Services; 

• ensure that Authorised Users comply with these Terms, Documentation and any acceptable use requirements; 

• maintain suitable insurance for Equipment held at Customer sites where Involve retains title or ownership; 

• not use the Services for any unlawful, unsafe, fraudulent, harmful, abusive or unauthorised purpose. 

5.2 Involve is not liable for any delay, failure, additional cost or service degradation caused by the Customer’s breach of its obligations, customer-side dependencies, third-party delays, network issues, access restrictions, incomplete information or failure to provide required resources. 

6. Equipment, delivery, risk and title 

6.1 Involve will supply the Equipment described in the Order Form. Involve may substitute equivalent or better Equipment where the substitution does not materially reduce performance or the contracted service outcome. 

6.2 Delivery dates are estimates. The Customer shall inspect deliveries promptly and notify Involve of shortages, damage or incorrect items within seven days of delivery. If no notice is received within that period, delivery is deemed complete and accepted, except for latent defects that could not reasonably have been identified on inspection. 

6.3 Risk in Equipment passes to the Customer on delivery or attempted delivery where delivery fails due to Customer act or omission. 

6.4 Title in purchased Equipment passes only when Involve has received payment in full for that Equipment and all sums due under the relevant order. 

6.5 Where Equipment is supplied as part of a service, managed service, rental, loan, subscription, AVaaS, TaaS or other arrangement where ownership is retained by Involve or its financing partner, title shall remain with Involve or the relevant owner at all times. The Customer shall hold such Equipment as bailee, keep it insured, not encumber it, not remove identifying marks and allow Involve access to inspect, maintain, recover or replace it. 

6.6 Bill-and-hold arrangements may be used where Equipment is purchased, segregated and held by Involve pending later delivery. Risk passes in accordance with the Order Form or invoice; title passes only on full payment.

7. Installation and site services 

7.1 Where installation or site services are included, the Customer is responsible for ensuring that all sites, rooms and areas are ready for installation on the agreed dates. 

7.2 Unless expressly included in the Order Form, the following are excluded: structural works, asbestos surveys or removal, specialist containment, electrical works beyond stated scope, builder’s works, making good, decoration, permits, parking, security clearance delays, ceiling/floor modifications, network remediation, customer-side cabling outside scope and third-party licences or configuration. 

7.3 If Involve attends site and cannot perform the work due to customer-side issues, Involve may charge for wasted time, travel, storage, reattendance, third-party costs and rescheduling. 

7.4 Installations and deliverables are deemed accepted on the earliest of: customer sign-off; live use; beneficial use; completion of agreed testing; or five Business Days after notification of completion unless the Customer notifies Involve of a material defect in writing. 

8. Platform access, licences and acceptable use 

8.1 Where the Services include access to a Platform, Involve grants the Customer a non-exclusive, non-transferable, revocable right for Authorised Users to access and use the Platform during the term for the purposes set out in the Order Form. 

8.2 The Customer shall not, and shall ensure Authorised Users do not: 

• copy, modify, adapt, translate, reverse engineer, decompile, disassemble, frame, mirror, scrape or create derivative works from any Platform or Documentation except to the extent permitted by law; 

• rent, lease, sub-license, resell, assign, transfer, commercially exploit or make the Platform available to any third party except as expressly permitted in the Order Form; 

• use the Platform to build, benchmark or assist in building a competing product or service; 

• introduce viruses, malware, malicious code, harmful data or security vulnerabilities; 

• attempt unauthorised access to any system, account, network, data or service; 

• use the Services in a way that is unlawful, fraudulent, discriminatory, defamatory, obscene, harassing, threatening, abusive, offensive, infringing or harmful; 

• use the Services in a way that could damage, disable, overburden, impair or compromise Involve’s systems, security, availability or other users. 

8.3 The Customer is responsible for user account administration, password security, prompt removal of leavers, role allocation, permissions, MFA where configured, local user training and all activity conducted through its accounts. 

8.4 Involve may suspend or restrict access to the Services where required to protect security, prevent misuse, comply with law, address non-payment, respond to a third-party supplier issue or prevent material harm to the Platform or other customers

9. Availability, support and maintenance 

9.1 Involve will use commercially reasonable endeavours to make hosted Platforms available 24 hours a day, seven days a week, except for planned maintenance, emergency maintenance, third-party outages, customer-side issues, force majeure events, security incidents, misuse, non-payment or other exclusions stated in the SLA. 

9.2 Planned maintenance will normally be carried out outside Business Hours where reasonably practicable. Emergency or security maintenance may be carried out at any time. 

9.3 Support is provided during Business Hours unless enhanced support is purchased or a different support window is stated in the SLA or Order Form. 

9.4 Any response or resolution targets are service targets only and do not create a guarantee unless expressly stated in the SLA. 

10. Third Party Services and customer environment 

10.1 The Services may depend on Third Party Services, including cloud hosting, video platforms, interoperability platforms, Microsoft, Cisco, Webex, Attend Anywhere, digital signage platforms, AWS, telecoms providers, browsers, app stores, NHS networks, customer networks and other services outside Involve’s direct control. 

10.2 Involve is not responsible for failure, degradation, incompatibility, withdrawal, suspension, price changes, security requirements, API changes or terms imposed by Third Party Services, except to the extent caused by Involve’s breach of the Agreement. 

10.3 The Customer is responsible for ensuring that its environment, devices, operating systems, browsers, networks, firewall rules, ports, bandwidth, endpoint security tools and local policies support the Services. 

11. Professional services, consultancy and training 

11.1 Professional services, consultancy and training will be provided in accordance with the applicable Statement of Work or Order Form. 

11.2 Involve’s advice, designs, recommendations, reports and deliverables are based on the information, assumptions and dependencies available at the time. The Customer is responsible for validating that recommendations meet its operational, clinical, security, procurement, governance and budgetary requirements. 

11.3 Training charges are non-refundable unless expressly stated otherwise. The Customer is responsible for ensuring attendees are available, suitable and equipped to attend training. 

12. Interpreting and language services 

12.1 Interpreting, translation, BSL, video translation and related language services are subject to availability and the applicable booking, cancellation and service-specific provisions in Schedule 7. 

12.2 The Customer is responsible for providing timely booking details, briefing materials, specialist terminology, access instructions, safeguarding information, platform links, participant details and any relevant confidentiality or conduct requirements. 

12.3 Involve will use reasonable endeavours to provide suitably skilled interpreters or language professionals, but does not warrant that any individual interpreter will be available unless expressly confirmed. 

13. Charges, invoicing and payment 

13.1 The Customer shall pay the Charges set out in the Order Form. All Charges are exclusive of VAT and other applicable taxes unless stated otherwise. 

13.2 Unless otherwise stated in the Order Form, Involve may invoice in full or in part: 

• Equipment on order, delivery, attempted delivery or bill-and-hold allocation; 

• installation and project services in advance, on milestone, on completion or monthly in arrears; 

• subscription, licence, support and managed service charges monthly, quarterly or annually in advance; 

• training, consultancy, interpreting and professional services in advance, on booking, on milestone or following delivery; 

• usage-based, cancellation, reattendance, expenses and other variable charges monthly in arrears or as incurred. 

13.3 Unless otherwise stated, invoices are payable within 30 days of invoice date without set-off, withholding or deduction. 

13.4 If payment is overdue, Involve may charge interest, recover reasonable debt recovery costs, suspend Services, withhold deliverables, stop work, require payment in advance or terminate in accordance with these Terms. 

13.5 Involve may increase Charges where costs increase due to customer change, customer delay, third-party supplier cost changes, manufacturer price changes, exchange rate fluctuation, tax or duty changes, scope changes or other matters outside Involve’s reasonable control. 

14. Change control 

14.1 Either party may request a change to the Services, scope, timescales, locations, Equipment, deliverables or assumptions. 

14.2 Involve may provide an impact assessment covering cost, timing, resource, risk and contractual changes. Involve is not obliged to implement a change unless agreed in writing. 

14.3 Work outside the agreed scope may be charged at Involve’s then-current rates or as otherwise agreed. 

15. Intellectual property 

15.1 All intellectual property rights in the Platforms, Documentation, methodologies, know-how, templates, designs, software, configurations, scripts, tools, reports, training materials, service documentation and other materials created or supplied by Involve belong to Involve or its licensors. 

15.2 Subject to payment of the Charges, Involve grants the Customer a non-exclusive, non-transferable licence to use the deliverables and Documentation for its internal business purposes in connection with the Services. 

15.3 The Customer retains ownership of Customer Data and Customer materials. The Customer grants Involve a licence to use Customer Data and materials to perform the Services, comply with the Agreement, maintain security, generate anonymised or aggregated analytics and improve the Services. 

15.4 The Customer shall not remove or alter proprietary notices, branding, trade marks, serial numbers or security markings on Equipment, Platforms or Documentation. 

16. Data protection and information governance 

16.1 Each party shall comply with Data Protection Legislation. Where Involve processes Personal Data on behalf of the Customer, the parties shall comply with the Data Processing Schedule. 

16.2 Unless otherwise stated, the Customer is the Controller and Involve is the Processor for Personal Data processed through the Services on behalf of the Customer. 

16.3 The Customer is responsible for ensuring that it has all necessary lawful bases, consents, notices, information governance approvals, DPIAs, risk assessments, records of processing and internal authorisations required for use of the Services. 

16.4 Where Services are supplied into NHS, health or care settings, the Customer remains responsible for clinical governance, local operating procedures, patient communications, consent pathways, records management, safeguarding, role-based access and deciding what information should be entered into or shared through the Services. 

17. Confidentiality 

17.1 Each party shall keep the other party’s confidential information confidential and shall not use it except for the purposes of the Agreement. 

17.2 Confidential information may be disclosed to employees, contractors, advisers, auditors, insurers, subcontractors and regulators who need to know it, provided appropriate confidentiality obligations apply. 

17.3 Confidentiality obligations do not apply to information that is public, already lawfully known, independently developed without breach, lawfully received from a third party, or required to be disclosed by law or regulator. 

17.4 Involve may refer to the Customer privately in bids, proposals and customer experience discussions where lawful and not confidential. Public use of the Customer’s logo, case study or press release shall require prior written approval unless already public or expressly permitted in the Order Form. 

18. Security 

18.1 Involve shall maintain appropriate technical and organisational measures designed to protect the Services and Customer Data against unauthorised access, accidental loss, destruction or damage, taking into account the nature of the Services, risk, cost and state of technology. 

18.2 The Customer acknowledges that no system, network, platform or cloud service can be guaranteed to be completely secure or uninterrupted. 

18.3 The Customer shall promptly notify Involve of any suspected unauthorised access, compromised account, security incident, vulnerability or misuse relating to the Services. 

19. Warranties and disclaimers 

19.1 Involve warrants that it will provide the Services with reasonable skill and care. 

19.2 Equipment warranties are limited to the manufacturer warranty unless Involve expressly provides a separate written warranty. Involve may facilitate warranty claims but is not responsible for manufacturer delay, rejection or warranty limitations. 

19.3 The Services are not warranted to be uninterrupted, error-free, free from vulnerabilities, compatible with every customer system, or available without dependency on third parties. 

19.4 Unless expressly stated in a signed clinical services agreement, Involve provides technology, enablement, communications, support, interpreting, training, consultancy and managed services only. Involve does not provide clinical diagnosis, treatment, clinical triage, emergency response, medical advice or regulated clinical services through Medio Services. 

20. Liability 

20.1 Nothing in the Agreement limits or excludes liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, breach of title obligations, or any liability that cannot lawfully be limited or excluded. 

20.2 Subject to clause 20.1, neither party is liable for indirect, special or consequential loss, loss of profit, loss of revenue, loss of goodwill, loss of anticipated savings, loss of contract, business interruption, reputational damage, wasted management time, or loss or corruption of data except to the extent expressly stated otherwise. 

20.3 Subject to clause 20.1, Involve’s total aggregate liability arising out of or in connection with the Agreement shall be limited as follows, unless a different cap is agreed in the Order Form: 

Liability category	Proposed cap for legal review
General liability	100% of Charges paid or payable by the Customer under the relevant Order Form in the 12 months preceding the event giving rise to the claim.
Professional services and consultancy	100% of the Charges paid for the affected professional services or consultancy deliverable.
Data protection and information security	The higher of 125% of Charges paid or payable under the relevant Order Form in the 12 months preceding the event giving rise to the claim, or £250,000. This figure should be validated by legal counsel and insurers.
Equipment loss or damage where Involve retains title	Replacement value of the affected Equipment, plus reasonable recovery, repair and reconfiguration costs.
Unpaid Charges	No cap applies to the Customer’s obligation to pay Charges, interest and recovery costs.

20.4 Liability caps should be aligned to insurance cover, customer risk profile, procurement framework requirements and the specific service being sold. Higher caps may be agreed in an Order Form or framework agreement. 

21. Indemnities 

21.1 The Customer shall indemnify Involve against losses, costs, claims and expenses arising from Customer Data, unlawful use of the Services, breach of acceptable use requirements, misuse by Authorised Users, failure to obtain required consents or approvals, damage to Equipment where risk has passed to the Customer, or use of the Services outside the Agreement. 

21.2 Involve shall defend the Customer against third-party claims that the Customer’s authorised use of Involve-owned Platform materials infringes UK intellectual property rights, provided the Customer promptly notifies Involve, gives Involve control of the defence and does not admit liability without consent. Involve may modify, replace, procure continued use of or terminate the affected Services if an infringement claim arises. 

22. Suspension 

22.1 Involve may suspend Services or access to Platforms where: 

• Charges are overdue; 

• the Customer or Authorised Users breach acceptable use requirements; 

• suspension is required for security, legal, regulatory, safeguarding or operational reasons; 

• Third Party Services are suspended or withdrawn; 

• the Customer’s use creates risk to Involve, other customers, users, systems, data or Equipment; 

• the Customer fails to provide information, access or cooperation required for safe or lawful service delivery. 

22.2 Involve will use reasonable endeavours to give notice of suspension where practicable, but may suspend immediately where required to protect security, safety, legal compliance or service integrity. 

23. Term, renewal and termination 

23.1 The Agreement begins on the effective date stated in the Order Form or, if none is stated, when Involve accepts the order. 

23.2 Subscription, support, managed service and platform services run for the Initial Term stated in the Order Form. Unless otherwise stated, they renew for successive 12-month periods unless either party gives at least 60 days’ written notice before the end of the then-current term. 

23.3 Either party may terminate the Agreement if the other party commits a material breach and fails to remedy it within 30 days of written notice requiring remedy, or immediately if the breach cannot be remedied. 

23.4 Involve may terminate or suspend where payment is overdue, a third-party supplier withdraws a necessary service, the Customer becomes insolvent, the Customer misuses the Services, or continuing to provide the Services would create legal, regulatory, security or safety risk. 

24. Consequences of termination 

24.1 On termination or expiry, the Customer shall immediately stop using the Services and Platforms, pay all outstanding Charges, return or allow recovery of Equipment owned by Involve, and return or destroy Involve confidential information where required. 

24.2 Termination does not affect accrued rights, payment obligations, confidentiality, IP, data protection, liability, governing law or any provision intended to survive termination. 

24.3 Involve may retain Customer Data to the extent required by law, regulatory obligation, backup retention, audit, dispute management or legitimate business records, subject to Data Protection Legislation. 

25. Compliance 

25.1 Each party shall comply with applicable laws relating to the Agreement, including anti-bribery, anti-corruption, modern slavery, sanctions, export control, tax, health and safety, data protection and information security laws. 

25.2 The Customer shall not use the Services in breach of applicable law, regulation, professional duty, clinical governance requirement or public-sector obligation. 

26. Force majeure 

26.1 Neither party is liable for delay or failure caused by events beyond its reasonable control, including acts of God, fire, flood, pandemic, epidemic, war, terrorism, industrial dispute, supply chain disruption, cyberattack, network failure, power failure, government action, third-party platform outage or failure of telecommunications services. 

27. Notices 

27.1 Formal notices must be in writing and sent to the correspondence address or email address stated in the Order Form or otherwise notified in writing. Notices by email are deemed received when sent, unless sent outside Business Hours, in which case they are deemed received when Business Hours resume. 

27.2 This clause does not apply to service of legal proceedings, which must be served in accordance with applicable procedural rules. 

28. Assignment and subcontracting 

28.1 The Customer may not assign, transfer or subcontract its rights or obligations without Involve’s prior written consent. 

28.2 Involve may assign, transfer or subcontract its rights or obligations to group companies, financing partners, subcontractors, suppliers or a purchaser of all or substantially all of its business, provided this does not materially reduce the Customer’s rights under the Agreement. 

29. General 

29.1 No failure or delay in exercising a right is a waiver. If any provision is invalid, the remaining provisions remain in force. Nothing in the Agreement creates a partnership, agency, employment or joint venture relationship. A person who is not a party has no rights under the Contracts (Rights of Third Parties) Act 1999 unless expressly stated. 

30. Governing law and jurisdiction 

30.1 The Agreement and any dispute or claim arising out of or in connection with it, including non-contractual disputes or claims, are governed by the laws of England and Wales. 

30.2 The courts of England and Wales have exclusive jurisdiction, unless the parties agree an alternative dispute resolution or public-sector framework mechanism in writing. 

Schedule 1: Medio AV 

This schedule applies to AV rooms, MDT spaces, meeting rooms, boardrooms, lecture theatres, simulation suites, clinical spaces, digital signage hardware, telecarts, design, installation, commissioning and related AV services. 

Scope 

• Design, supply, installation, commissioning, documentation and handover are limited to the items expressly stated in the Order Form. 

• Any drawing, design, room visual, schematic or bill of materials is based on assumptions available at the time and may require variation after survey or site discovery. 

Customer site readiness 

• The Customer shall ensure room availability, safe access, power, network, firewall rules, furniture, ceiling/floor readiness, asbestos information, permits, parking, security clearances and local IT support. 

• Where room, network or site readiness is incomplete, Involve may postpone work and charge wasted time and reattendance. 

Digital signage 

• Content creation, content approval, emergency messaging governance and local publishing rules remain the Customer’s responsibility unless agreed otherwise. 

Acceptance 

• AV systems are accepted following commissioning, customer sign-off, beneficial use or expiry of the acceptance period without a material defect notice. 

• Snagging does not prevent acceptance unless the issue materially prevents use of the system for its intended purpose. 

Schedule 2: Medio Consult 

This schedule applies to the health-sector video consultation platform and related services supplied as Medio Consult. 

Platform use 

The Customer may use Medio Consult for authorised health, care, administrative, consultation, appointment, assessment, meeting or engagement workflows stated in the Order Form. Use outside the agreed scope requires Involve’s written approval. 

Clinical responsibility 

Medio:Consult is a technology and workflow enablement service. Unless expressly stated in a signed clinical services agreement, Involve does not provide clinical triage, diagnosis, treatment, clinical advice, safeguarding decisions, emergency response or clinical record-keeping. The Customer remains responsible for clinical governance, patient communications, consent, safeguarding, record keeping, escalation pathways and emergency procedures. 

Users and callers 

The Customer is responsible for configuring authorised users, waiting rooms, access links, roles, permissions, service recipient communications, local operating procedures and ensuring users are appropriately trained. 

Analytics 

Involve may process aggregated, anonymised or non-personal analytical data to measure use, service performance, demand, adoption, service improvement and reporting. Personal Data analytics are subject to the Data Processing Schedule and Customer instructions. 

Third-party dependencies 

Medio:Consult may depend on hosting, video, SMS, email, browser, device, firewall, network and identity services. Involve is not responsible for customer-side or third-party failures outside its reasonable control. 

Schedule 3: Medio Connect 

This schedule applies to cloud video interoperability, gateway, bridging, room connectivity, Microsoft Teams, Cisco, Webex, standards-based video, virtual meeting and related interop services supplied as Medio Connect. 

Interop limitations 

Medio Connect enables interoperability between supported platforms and devices but does not guarantee compatibility with every release, configuration, endpoint, browser, customer tenant, meeting policy, firewall rule, codec, licence or third-party platform. 

Customer responsibilities 

• maintaining required Microsoft, Cisco, Webex or other third-party licences; 

• configuring tenant, firewall, DNS, room account, security, device and meeting policies; 

• ensuring customer endpoints, rooms, bandwidth and networks are fit for use; 

• notifying Involve of platform changes, tenant changes, security policy changes or room changes that may affect service. 

Third-party platform change 

If a third-party platform changes, withdraws, limits, charges for or disables functionality required for Medio Connect, Involve will use reasonable endeavours to provide a workaround or recommendation, but shall not be liable for impacts outside its reasonable control. 

Schedule 4: Medio Assist 

This schedule applies to support, managed services, monitoring, helpdesk, service desk, maintenance, proactive maintenance visits, warranty facilitation and support contracts supplied as Medio Assist. 

Support scope 

Support applies only to supported Equipment, Platforms and Services listed in the Order Form or support inventory. Out-of-scope systems, unsupported legacy equipment, end-of-life equipment, and customer network issues caused by third-party faults may be chargeable. 

Proactive maintenance visits 

• The number of proactive maintenance visits is as stated in the Order Form. 

• Very low-complexity systems without room control may not require a proactive maintenance visit unless expressly included. 

• For multi-room estates, the Customer shall help Involve schedule as many available rooms as reasonably possible per visit day to minimise repeated attendance. 

Chargeable exclusions 

• faults caused by misuse, accidental damage, customer network changes, power issues, building works, unauthorised modifications or third-party changes; 

• work on unsupported, end-of-life or undocumented systems; 

• no-fault-found visits where the issue is customer-side or third-party-side; 

• moves, adds, changes, redesigns, upgrades and consumables unless expressly included. 

Schedule 5: Medio Pro 

This schedule applies to consultancy, design, technical architecture, service design, adoption, project management, audits, reporting, business intelligence, workflow review and professional services supplied as Medio:Pro. 

Deliverables 

Deliverables are limited to those stated in the Statement of Work. Drafts, workshop notes, visuals, assumptions and informal outputs are not final deliverables unless expressly stated. 

Reliance 

The Customer may rely on final deliverables for the purpose stated in the Statement of Work only. The Customer remains responsible for procurement decisions, clinical governance, information governance, budget approval, local validation and implementation decisions. 

Acceptance 

Deliverables are deemed accepted if no written notice of material non-conformance is received within five Business Days of delivery, or if the Customer uses the deliverable for operational, procurement, governance or decision-making purposes. 

Schedule 6: Medio Academy 

This schedule applies to training, workshops, user adoption sessions, administrator training, clinical workflow training, technical training and learning materials supplied as Medio Academy. 

Attendance and cancellation 

• Training charges are non-refundable unless expressly stated otherwise. 

• The Customer is responsible for ensuring attendees attend on time and have appropriate devices, access and prerequisites. 

• If the Customer cancels or reschedules within five Business Days of the session, Involve may charge the full fee plus non-cancellable costs. 

• Involve may substitute trainers or reschedule where reasonably necessary. 

Training materials 

Training materials are licensed for the Customer’s internal use only. They may not be copied, resold, published, distributed externally or used to train third parties without Involve’s written consent. 

Schedule 7: Medio Interpreter 

This schedule applies to British Sign Language, spoken language, remote interpreting, on-site interpreting, media interpreting, video translation, BSL video production, transcription, subtitling, translation QA and related language services supplied into health settings as Medio Interpreter. 

Bookings 

• Bookings are subject to interpreter availability, suitability, language pair, specialism, location, platform, security requirement and notice period. 

• The Customer shall provide accurate booking information, platform links, location details, agenda, materials, specialist terminology, safeguarding requirements and expected duration. 

• Involve may substitute an interpreter or language professional with a suitably qualified alternative where necessary. 

Cancellations, no-shows and overruns 

• Cancellation charges, minimum booking periods and no-show charges shall be as stated in the Order Form or booking terms. 

• Where not stated, Involve may charge the full booking fee for cancellations made within two Business Days of the booking or where the Customer, participant or platform is unavailable. 

• Overruns are chargeable in increments stated in the Order Form or, if not stated, at Involve’s then-current rates, subject to interpreter availability. 

Confidentiality and safeguarding 

Interpreters and language professionals shall be subject to appropriate confidentiality obligations. The Customer remains responsible for safeguarding procedures, clinical or professional decision-making, participant welfare, consent to record and ensuring any recording or publication is lawful. 

Media and BSL video production 

Where video translation or BSL media production is commissioned, the Customer is responsible for source content accuracy, approvals, brand sign-off, medical or technical terminology approval and final publication decisions. Involve will use reasonable endeavours to support preparation, filming, editing and QA as stated in the Order Form. 

Schedule 8: Data Processing Schedule 

This schedule applies where Involve processes Personal Data as Processor on behalf of the Customer. 

Roles 

The Customer is the Controller and Involve is the Processor unless the Order Form or a separate data processing agreement states otherwise. 

Processing instructions 

Involve shall process Personal Data only on the documented instructions of the Customer, including as set out in the Agreement, unless required by law. 

Security 

Involve shall maintain appropriate technical and organisational measures to protect Personal Data, including measures addressing confidentiality, integrity, availability, resilience, access control, incident response, backup, restoration and testing appropriate to the Services. 

Personnel 

Involve shall ensure that personnel authorised to process Personal Data are subject to confidentiality obligations. 

Subprocessors 

The Customer gives general authorisation for Involve to use subprocessors required to deliver the Services. Involve shall remain responsible for subprocessor performance and shall ensure subprocessors are subject to written obligations materially equivalent to this schedule. A current subprocessor list should be maintained and made available on request or through an agreed URL. 

International transfers 

Involve shall not transfer Personal Data outside the UK or another jurisdiction approved under Data Protection Legislation unless appropriate safeguards are in place and the transfer is lawful. 

Assistance 

Taking into account the nature of processing and information available to Involve, Involve shall provide reasonable assistance with data subject rights requests, security, breach notification, DPIAs and regulator consultations, at the Customer’s cost unless required due to Involve’s breach. 

Personal Data Breach 

Involve shall notify the Customer without undue delay after becoming aware of a Personal Data Breach affecting Personal Data processed on behalf of the Customer. 

Return and deletion 

On termination, Involve shall, at the Customer’s written direction, delete or return Personal Data unless retention is required by law, backup retention, audit, dispute management or legitimate business records. 

Audit 

Involve shall maintain records sufficient to demonstrate compliance with this schedule and shall make information available as reasonably required by Data Protection Legislation. Audits shall be subject to reasonable notice, confidentiality, security controls, scope limits and avoidance of disruption. 

Processing details 

Item	Details
Subject matter	Provision of the applicable Medio Services.
Duration	For the term of the Agreement and any post-termination retention period required by law, backup, audit or agreed transition.
Nature and purpose	Processing required to provide, manage, support, secure, report on and improve the Services.
Types of Personal Data	May include names, roles, contact details, email addresses, telephone numbers, identifiers, appointment details, call metadata, usage data, access logs, technical identifiers, booking details, interpreter assignment details and other data entered by or on behalf of the Customer. Health or special category data should only be processed where required for the agreed Services and authorised by the Customer.
Categories of Data Subject	Customer personnel, Authorised Users, patients, service users, clinicians, interpreters, participants, callers, administrators, technical contacts and other individuals whose data is processed through the Services.
Special category data	Only where the relevant service and Customer use case require it, such as health/care services, interpreting in health contexts or clinical workflow support.

Schedule 9: Service Levels and support matrix – placeholder 

This schedule should be completed for each service or customer order. The following table provides a suggested structure only. 

Severity	Description	Target response	Target update	Notes
P1 Critical	Complete service outage affecting all or material numbers of users, or major security incident.	1 Business Hour, or as stated in enhanced SLA.	Every 2 Business Hours or as agreed.	Enhanced 24/7 support requires separate order.
P2 High	Material degradation or partial outage affecting important functionality.	4 Business Hours.	Daily during Business Days.	Subject to third-party and customer dependencies.
P3 Medium	Non-critical fault, workaround available or limited user impact.	1 Business Day.	As appropriate.	Resolution may require change window.
P4 Low	Request, advice, minor issue, administration or cosmetic defect.	2 Business Days.	As appropriate.	May be handled as change request if outside support scope.