HomepageStatusPrivacyTermsLogin Request Demo

PiranCommand/Terms of Service

Terms of Service

The agreement between Trillix Labs and the departments that use PiranCommand. Signed procurement terms control where they differ.

Draft · for counsel reviewNot yet in effect. Highlighted items are placeholders to confirm before publishing.

Draft v0.1 · Effective date to be set · Last reviewed to be set

Section 1The agreement

These Terms of Service ("Terms") are between Trillix Labs, LLC ("Trillix", "we", "us") and the fire department, EMS agency, municipality or district that uses PiranCommand ("Customer", "you"). They govern the pirancommand.com website, trials and pilot deployments, and use of the PiranCommand service where no separately signed agreement applies.

If Customer and Trillix have signed a Master Services Agreement, pilot agreement, purchase order with attached terms, or a procurement contract required by Customer's law, that signed agreement controls over these Terms where they conflict.

By creating an account, signing in, or using the service, Customer agrees to these Terms and confirms that the person doing so is authorized to bind Customer. Individual personnel ("Users") use the service under Customer's account and Customer is responsible for their use.

Section 2The service and pilots

PiranCommand is a software service for incident command, station operations and incident reporting: the tactical command board, dispatch workspace, scene map and GIS layers, accountability and rehab, pre-incident planning and inspections, apparatus checks, training and personnel records, mutual-aid board and AVL, and NERIS and NFIRS filing. Features may be added, changed or retired over time; we will give reasonable notice before retiring a feature a Customer relies on.

Pilot deployments

A pilot runs for the period stated in the pilot agreement (default 90 days). During a pilot Customer receives preferred pricing in exchange for structured feedback, agrees that the service may still be maturing, and may end the pilot at any time on written notice. Data entered during a pilot belongs to Customer and is exported or deleted under Section 6 when the pilot ends.

Section 3Accounts and users

  • Customer's administrator creates User accounts, assigns roles and hats, and removes Users who leave the department.
  • Users must be Customer's personnel or persons Customer authorizes (for example, a mutual-aid partner viewing a shared incident).
  • Credentials are personal. Users may not share logins. Customer will tell us promptly about any suspected unauthorized use.
  • The dispatch workspace and station TV view use their own credentials and may only be used by dispatch personnel and stations Customer designates.

Section 4Fees and payment

Pricing is per department and depends on staffing model, deployment and call volume, not on which features are enabled. Fees are stated in the order form or quote. Unless the order says otherwise, fees are invoiced annually in advance and due within 30 days of the invoice. Fees exclude taxes; government customers that are tax-exempt provide their exemption certificate. If undisputed fees remain unpaid 30 days after a written reminder, we may suspend the service until payment is made, giving at least 10 days' notice and never during an active incident that we are aware of.

Section 5Term and termination

  • Term. The initial term is stated in the order and renews for successive one-year terms unless either party gives 60 days' notice before renewal.
  • Termination for breach. Either party may terminate if the other materially breaches these Terms and does not cure within 30 days of written notice.
  • Non-appropriation. A government Customer may terminate without penalty at the end of a fiscal period if funds are not appropriated for the next period, on written notice.
  • Effect. On termination, Customer's access ends and Section 6 governs export and deletion of Customer Data. Sections 6, 10 through 15, 18 and 19 survive.

Section 6Customer data

"Customer Data" means everything Customer and its Users enter into the service or that flows in from Customer's integrations: incident records, personnel data, apparatus data, positions, plans, inspections, reports and patient information.

  • Ownership. Customer owns Customer Data. Trillix acquires no rights in it other than the license below.
  • License to us. Customer grants Trillix a non-exclusive license to host, process, transmit and display Customer Data only as needed to provide, secure and support the service, to file reports Customer directs us to file, and as otherwise instructed by Customer.
  • Aggregated data. Trillix may use aggregated or de-identified data that cannot reasonably identify Customer, a User or a patient to operate and improve the service and to publish general statistics (for example, average turnout times across customers).
  • Mutual aid. Sharing an incident with another department is Customer's decision, made per incident, and may be withdrawn at any time.
  • Export. Customer can export Customer Data at any time during the term and for 30 days after it ends, in standard formats (CSV, JSON, PDF, and NERIS or NFIRS payloads).
  • Deletion. After the export window we delete Customer Data within 90 days, except encrypted backups that expire on their own schedule and records we must keep by law.
  • Patient information. Where Customer Data includes protected health information, the Business Associate Agreement between the parties applies and controls over this section for that information.
  • Privacy. Our handling of personal information is described in the Privacy Policy.

Section 7Acceptable use

Customer and its Users will not:

  • Enter data they are not authorized to hold or share, including patient information outside a signed BAA.
  • Share credentials, or give access to anyone who is not an authorized User.
  • Reverse engineer, copy, resell or sublicense the service, or use it to build a competing product.
  • Probe, scan or test the security of the service without written permission.
  • Upload malicious code, or use the service to send unlawful or unsolicited messages.
  • Use the service in a way that violates applicable law, including public records, privacy and HIPAA requirements that apply to Customer.

Section 8Integrations and third-party services

The service receives data from and sends data to systems Customer chooses, including CAD and dispatch systems (by webhook, email, file drop or pager text), CrewSense, state hydrant and mile-marker datasets, Google Maps Platform, Twilio, and NERIS. Customer authorizes Trillix to exchange Customer Data with those systems on its behalf and confirms it has the rights to do so.

Those systems are governed by their own terms and availability. Trillix is not responsible for their outages, changes or data errors, but will use reasonable efforts to keep integrations working and to tell Customer when an upstream change affects the service. Mapping Customer's dispatch call types to PiranCommand's is part of onboarding and is done by Trillix from information Customer provides.

Section 9Availability, support and maintenance

  • Availability target. 99.9% monthly availability for the production service, excluding scheduled maintenance and causes outside our control. Service credits, if any, are set out in the order.
  • Offline operation. The apparatus tablet and iOS applications continue to operate without connectivity and sync when connectivity returns; queued entries land exactly once.
  • Scheduled maintenance is announced on the status page at least 48 hours in advance and scheduled outside typical peak call periods where possible.
  • Support. Email and in-app support during business hours, Eastern time, with an emergency line for outages affecting active operations: phone number. Target first response: 1 hour for outages, 1 business day for other requests.

Section 10Mission-critical use

Read this section carefully. PiranCommand supports incident command. It does not replace it.

The service is a tool that supports the judgment of incident commanders, company officers and dispatchers. It does not replace radio communications, face-to-face accountability, department standard operating procedures, or the training and experience of personnel. Customer acknowledges that:

  • AVL positions, PAR timers, SCBA air estimates, exit-time calculations, routing, ETAs and notifications depend on devices, networks, carriers and third-party data that can fail, lag or be wrong, and the service may be unavailable or inaccurate at any time.
  • Customer remains solely responsible for the safety of its personnel and the public, for all tactical decisions, and for maintaining independent means of accountability and communication.
  • MAYDAY, RIT and accountability features are aids to, not substitutes for, the procedures required by NFPA 1500, NFPA 1561 and Customer's own SOPs.
  • Reports generated by the service, including NERIS and NFIRS submissions, are drafts that Customer reviews and is responsible for before filing.

Customer will not use the service as the sole means of any life-safety function.

Section 11Warranties and disclaimers

Trillix warrants that the service will perform materially as described in its documentation and that it will provide the service with reasonable skill and care. Customer's remedy for breach of this warranty is repair, re-performance or, if we cannot do that within a reasonable time, termination and a refund of prepaid fees for the remaining term.

EXCEPT AS STATED ABOVE, THE SERVICE IS PROVIDED "AS IS". TRILLIX DISCLAIMS ALL OTHER WARRANTIES, EXPRESS OR IMPLIED, INCLUDING MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND NON-INFRINGEMENT, AND DOES NOT WARRANT THAT THE SERVICE WILL BE UNINTERRUPTED, ERROR-FREE OR THAT DATA FROM THIRD-PARTY SYSTEMS WILL BE ACCURATE OR TIMELY.

Section 12Limitation of liability

TO THE EXTENT PERMITTED BY LAW, NEITHER PARTY IS LIABLE FOR INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL OR PUNITIVE DAMAGES, OR FOR LOST PROFITS OR REVENUE, ARISING OUT OF THESE TERMS OR THE SERVICE, HOWEVER CAUSED. EACH PARTY'S TOTAL LIABILITY ARISING OUT OF THESE TERMS IS LIMITED TO THE FEES CUSTOMER PAID OR OWED FOR THE SERVICE IN THE TWELVE MONTHS BEFORE THE EVENT GIVING RISE TO THE CLAIM.

These limits do not apply to a party's indemnification obligations, breach of confidentiality, infringement or misappropriation of the other party's intellectual property, gross negligence or willful misconduct, or any liability that cannot be limited by law. Counsel: consider a separate, higher cap for data-breach liability and whether the customer's procurement rules require different terms.

Section 13Indemnification

  • By Trillix. We will defend Customer against any third-party claim that the service, used as permitted, infringes a patent, copyright or trademark or misappropriates a trade secret, and pay resulting damages and costs finally awarded or agreed in settlement. If such a claim arises we may modify or replace the service or, if that is not commercially reasonable, terminate and refund prepaid fees for the remaining term.
  • By Customer. To the extent permitted by the law that governs Customer as a public entity, Customer will defend Trillix against third-party claims arising from Customer Data, Customer's use of the service in violation of these Terms or applicable law, or Customer's tactical decisions and operations.
  • Process. The indemnified party gives prompt notice, reasonable cooperation, and control of the defense to the indemnifying party, which may not settle in a way that admits fault on behalf of the other party without consent.

Section 14Intellectual property and feedback

Trillix owns the service, its software, design, documentation and all improvements. Customer receives a non-exclusive, non-transferable right to use the service during the term. If Customer or a User provides suggestions or feedback, Trillix may use it without restriction or payment; feedback never includes Customer Data.

Section 15Confidentiality

Each party will protect the other's confidential information with at least the care it uses for its own, and use it only under these Terms. Customer Data is Customer's confidential information; pricing, non-public product information and security details are Trillix's. Confidentiality obligations do not cover information that is public through no fault of the recipient, already known to it, independently developed, or that must be disclosed by law, including under a public records law that applies to Customer. Where a public records request seeks Trillix's confidential information, Customer will notify Trillix and allow it to seek protection where the law permits.

Section 16Provisions for government customers

  • Nothing in these Terms waives any immunity, defense or limitation on damages available to Customer under state law.
  • Any indemnification, defense or limitation obligation of Customer applies only to the extent permitted by the law governing Customer and without creating a debt beyond current appropriations.
  • Where Customer's statutes or procurement rules require specific terms (insurance, non-discrimination, audit access, e-verify, cooperative purchasing), those terms are added by written addendum and control over these Terms.
  • Trillix will cooperate with Customer's reasonable audits of security practices, no more than once per year, under confidentiality.

Section 17Changes

We may update these Terms. Material changes take effect at the next renewal for existing customers, and we will notify administrators by email at least 30 days before. Continued use after the effective date is acceptance. Changes required by law may take effect sooner.

Section 18Governing law and disputes

These Terms are governed by the laws of the State of Rhode Island, without regard to conflict-of-law rules, and disputes will be brought in the state or federal courts located in Rhode Island. If Customer is a government entity whose law requires the law and courts of its own state, that law and venue apply instead. Before filing suit, the parties will try in good faith to resolve any dispute through discussion between executives for at least 30 days.

Section 19General

  • Assignment. Neither party may assign these Terms without consent, except to a successor in a merger or sale of substantially all assets, with notice.
  • Force majeure. Neither party is liable for delay or failure caused by events beyond its reasonable control, except payment obligations.
  • Notices. To Trillix at hello@pirancommand.com and mailing address; to Customer at the administrator email on the account.
  • Entire agreement. These Terms, the order, the Privacy Policy and any BAA or signed addendum are the entire agreement and replace prior discussions.
  • Severability and waiver. If a provision is unenforceable the rest remains in effect. A failure to enforce is not a waiver.
  • Independent contractors. The parties are independent contractors.

Section 20Contact

Questions about these Terms: hello@pirancommand.com or Trillix Labs, LLC, mailing address.