Terms of Service

1. Acceptance

Use of the internal « Social Response » dashboard of Virus Sante Communication (« the Service ») implies acceptance of these terms of service. If you do not accept these terms, do not use the Service.

2. Description of the Service

The Service is a proprietary internal tool of Virus Sante Communication, allowing its authorized team to:

• View comments, reviews, and direct messages received on the Facebook Pages and Instagram Business accounts of agency clients
• Draft and publish replies on behalf of these clients, within the framework of active agency-client mandates
• Use AI assistance (Claude by Anthropic) for interaction classification and reply suggestions

The Service is not accessible to the general public. It is reserved for Virus Sante team members holding an active Google Workspace viruscomm.ca account.

3. User Accounts

3.1 Account Creation

Accounts are created exclusively by the Service administrator (Jeff Proteau) for Virus Sante team members. No self-service account creation is possible.

3.2 Authentication

Authentication is performed via Google Workspace OAuth. Users are responsible for the security of their Google Workspace account, including mandatory two-factor authentication (2FA).

3.3 Roles and Permissions

Three roles are available:

• Admin — full access including configuration, team management, kill switch
• Responder — access to queues, ability to reply, escalate, transmit to client
• Reader — read-only, no action capability

Administrators may restrict a user’s access to a subset of clients via the clients_scope setting.

4. Acceptable Use

By using the Service, you agree to:

• Reply only on behalf of clients for whom Virus Sante has received a mandate
• Respect the tone, voice, and specific policies agreed with each client (notably the negative review policies documented in each client’s knowledge base)
• Never give medical, dental, or diagnostic advice in a reply
• Never make unauthorized numerical promises (discounts, guarantees, refunds)
• Never make legal commitments on behalf of the client
• Always sign replies as « The team of [Clinic Name] » — never with a personal first name
• Systematically review AI-generated suggestions before publication, except for explicitly automated cases (thank-yous to generic 5-star reviews)
• Escalate to management (Hadjer or Jeff) any sensitive case: 1 or 2-star reviews, specific complaints, mention of harm, accusations, legally risky content
• Respect absolute confidentiality of direct messages (Messenger, Instagram DM) and never share their content outside the Service

5. Prohibited Use

The following are strictly prohibited:

• Using the Service for personal purposes or unrelated to Virus Sante mandates
• Publishing offensive, discriminatory, false, or defamatory content
• Impersonating a client, patient, or third party
• Mass extraction of data for use outside the Service
• Sharing login credentials with a third party
• Attempting to circumvent safeguards (kill switch, limits, audit log)
• Using the Service from an unsecured device or unencrypted public network

Any violation may result in immediate revocation of access and, if applicable, disciplinary measures in accordance with the employment contract.

6. Role of Artificial Intelligence

6.1 Assistance, Not Autonomy

The Service uses Claude (by Anthropic) to suggest classifications and reply drafts. Humans remain responsible for the final decision in all non-trivial cases.

6.2 Auto-Publication Cases

Only the following cases may be auto-published without immediate human review:

• Thank-you replies to 5-star reviews with no specific content
• Brief acknowledgment replies to very short messages with clearly positive sentiment (« thank you », « great »)

A 5% sample of automated publications is reviewed retrospectively by a human responder for quality control.

6.3 AI Safeguards

The following safeguards are permanently active:

• Cap of 10 automated publications per client per day (beyond: switch to 100% human suggestion mode for that client)
• Global kill switch activatable at any time by an administrator
• Financial API cap of CAD $4,000/month total (per internal « Rule of 4000 »)
• Anti-promise regex validation (discounts, guarantees, refunds) before any publication

7. Intellectual Property

7.1 The Service

The source code, design, documentation, and all assets of the Service are the exclusive property of Virus Sante Communication.

7.2 Drafted Content

Replies published on behalf of a client belong to that client. Virus Sante retains internal usage rights (audit, training) without right to republish elsewhere.

7.3 Patient Data

No patient personal data (comments, reviews, messages) is used for purposes other than responding to the original interaction, in accordance with the Privacy Policy.

8. Limitation of Liability

Virus Sante provides the Service « as is » to its internal team. To the extent permitted by Quebec law:

• No 24/7 availability guarantee is given (the Service is hosted on internal infrastructure and may experience maintenance interruptions)
• Virus Sante is not responsible for the consequences of replies published by users in violation of acceptable use rules (section 4)
• AI recommendations do not constitute professional advice and the human remains solely responsible for the published content

9. Confidentiality

All users of the Service are bound by the confidentiality obligations contained in their employment or mandate contract with Virus Sante. Any unauthorized disclosure of patient or client data constitutes a serious violation.

10. Changes to the Service and Terms

Virus Sante reserves the right to modify the Service or these terms at any time. Substantial changes will be communicated to the team by email and by notification in the Service at least 7 days before they take effect.

11. Termination of Access

A user’s access may be revoked:

• By administrator decision (change of position, end of mandate, violation of terms)
• Automatically after 90 days of inactivity
• Immediately in case of suspected account compromise

At the end of mandate or employment, access is revoked within 24 hours of departure notification.

12. Governing Law and Jurisdiction

These terms are governed by the laws in force in the province of Quebec, Canada. Any dispute is under the exclusive jurisdiction of the courts of the judicial district of Montreal.

13. Contact

For any question regarding these terms:

Virus Sante Communication
Jeff Proteau
Email: jeff@viruscomm.ca