Fair Use Policy
1. Purpose
This Fair Use Policy ("FUP") forms part of the Pamela AI Terms of Service and governs acceptable use of the Pamela platform, including AI Notepad (ambient documentation), AskPam (clinical intelligence), and Ellen (voice scheduling).
Pamela is built for healthcare professionals documenting real clinical consultations. All paid plans include generous usage designed to exceed what even the busiest clinicians need in a typical working day. This policy exists to maintain performance, reliability, and fair access for all users.
2. Definitions
3. Usage Guidelines Per Plan
Each plan includes the following monthly usage allowances. These represent soft guidelines, not hard limits. Usage at or below these levels is considered fair use under all circumstances.
3.1 Individual Plans
3.2 Teams & Clinics Plans
3.3 Ellen Voice Agent
Ellen is billed on a usage-based model (per minute) with no monthly cap under standard use. Fair use for Ellen is defined as call volumes consistent with normal clinic operations. Automated dialing, load testing, or non-clinical call generation is not permitted.
4. Permitted Use
Pamela is designed exclusively for clinical documentation and clinical intelligence in healthcare settings. Permitted use includes:
Ambient documentation of live consultations between a healthcare professional and one or more patients, whether conducted in person, by video, or by telephone.
Specialist consultations, therapy sessions, intake interviews, follow-up appointments, multidisciplinary team meetings, and clinical handovers.
Querying patient context, clinical history, and documentation via AskPam for the purpose of direct patient care or clinical administration.
Automated scheduling, triage, and patient follow-up calls via Ellen within normal clinic operating hours and workflows.
5. Prohibited Use
The following activities are expressly prohibited and constitute a breach of this Fair Use Policy:
Continuous or automated transcription of non-clinical audio, including but not limited to podcasts, lectures, broadcasts, dictation of pre-written text, or ambient room recording without active patient interaction.
Automated, scripted, or programmatic querying of AskPam, including via API abuse, bots, or any method that generates queries outside of normal clinical workflows.
Operating multiple accounts to circumvent plan limits, usage guidelines, or free trial restrictions.
Sharing account credentials with unlicensed users or allowing non-authorized individuals to access the platform under a licensed seat.
Using Pamela for any purpose other than clinical healthcare documentation and related workflows.
6. Soft Limits & Overage
6.1 The usage guidelines in Section 3 are soft limits. Pamela will not interrupt an active consultation, block an AskPam query, or terminate a call in progress if a user exceeds their monthly allowance.
6.2 If a user’s usage consistently exceeds 120% of their plan’s monthly allowance for two (2) or more consecutive billing periods, Pamela reserves the right to:
Contact the user to discuss usage patterns and recommend a more appropriate plan.
Propose a custom usage agreement or enterprise plan.
Apply overage charges at rates communicated in advance and agreed upon with the user.
6.3 Pamela will always provide at least fourteen (14) calendar days’ written notice before applying any usage restriction or overage charge.
6.4 For Teams and Enterprise accounts, overage is calculated at the account level (aggregate of all seats), not per individual seat.
7. Monitoring & Enforcement
7.1 Pamela monitors aggregate usage metrics to ensure platform stability and detect potential misuse. We do not review the content of consultations, queries, or calls for enforcement purposes.
7.2 In cases of suspected prohibited use (Section 5), Pamela may:
Contact the account holder to request clarification.
Temporarily restrict access to specific features pending investigation.
Suspend or terminate the account in cases of clear, repeated, or willful abuse, subject to prior written notice.
7.3 Pamela commits to always contacting the user before taking any enforcement action, except where continued use poses an immediate risk to platform stability or data security.
8. Data Processing & Privacy
8.1 Usage monitoring under this policy is limited to metadata (e.g., hours transcribed, queries submitted, call minutes) and does not involve access to, review of, or retention of clinical content.
8.2 All data processing related to this policy is conducted in accordance with Pamela’s Privacy Policy, Data Processing Agreement, and applicable regulations including the GDPR, NEN 7510, and ISO 27001.
9. Changes to This Policy
9.1 Pamela may update this Fair Use Policy to reflect changes in service capabilities, usage patterns, or pricing. Material changes will be communicated at least thirty (30) calendar days in advance via email to the registered account holder.
9.2 Continued use of the platform after the effective date of any updated policy constitutes acceptance of the revised terms.
10. Contact
For questions about this policy, to report suspected misuse, or to dispute a usage flag:
Email: privacy@pamelahealth.com
