Success Layer / Partner Success Pulse
Effective Date: September 8, 2026
These Terms of Service ("Terms") supplement the signed customer agreements for Partner Success Pulse and related services (the "Service") provided by Sasa Ilic d/b/a Success Layer ("Success Layer," "we," "us," or "our"). They apply only to the extent a dated version is incorporated into the applicable signed customer agreement.
Partner Success Pulse is an invite-only business tool for organizations. There is no public signup, self-service checkout, or click-to-buy purchase of the Service.
Customer agreements. Before an external customer or pilot receives production customer access, an authorized representative must sign a Master Services Agreement (MSA) and applicable Order Form, or another written customer agreement expressly approved by Success Layer to cover the customer relationship, with a DPA where applicable. The signed agreement identifies any supplemental Terms it incorporates. Browsing the public website, clicking a link, or ordinary end-user acceptance does not create a customer contract or grant production customer or pilot access.
Authorized Users. Ordinary invited Authorized Users do not need authority to bind Customer to use an account Customer has authorized. Customer is responsible for their compliance with its applicable agreement and the use restrictions in incorporated Terms.
Contract hierarchy. These Terms are supplemental and do not serve as the sole commercial contract for a customer or pilot. Section 25 describes their relationship to the applicable signed customer agreement, Order Form, and DPA.
Authorized User means an individual authorized by Customer to access the Service for Customer's business purposes.
Customer means the organization that has entered into the applicable signed customer agreement with Success Layer for purchase, pilot, or use of the Service.
Customer Data means data or information submitted to the Service by or for Customer.
Order Form means an ordering, pilot, subscription, or similar document accepted by Customer and Success Layer describing the applicable commercial scope.
DPA means any Data Processing Addendum applicable between Success Layer and Customer.
Signed Agreement means a Master Services Agreement or other agreement separately executed by Customer and Success Layer.
Service means Partner Success Pulse and related services governed by the applicable signed customer agreement and these Terms where incorporated. The public marketing website is not the Service.
Partner Success Pulse is a business-to-business operating tool for Partner Success, Client Success, leadership, Sales, and administrative teams. It is designed to help business users maintain account-level operational context, review accounts, coordinate follow-up, and prepare leadership reporting.
The Service is an operational business and decision-support tool. It does not provide legal advice, medical or clinical advice, or financial advice. It does not guarantee account health, customer retention, renewal, relationship outcome, avoidance of escalation, or any particular business result.
The Service presents information derived from Customer-supplied inputs, Customer's configuration, product logic, and workflow state. Customer remains responsible for its own business judgment and for the actions it takes or does not take.
The Service is not an electronic health record, clinical system, or patient-care system and is not intended to create, receive, maintain, or transmit protected health information ("PHI") or patient-identifying information. Users must not enter PHI or patient information into the Service. Customer is responsible for configuring its workflows and training its users accordingly.
Success Layer does not currently offer a Business Associate Agreement for the Service. Customer may not use the Service in a manner that requires Success Layer to act as a HIPAA business associate. Any future use of a Service configuration for PHI would require both an executed Business Associate Agreement and Success Layer's express written approval of that Service configuration and use. Written permission alone does not authorize PHI in the Service.
If Customer believes PHI or patient information has been submitted to the Service by mistake, Customer should notify Success Layer promptly at security@getsuccesslayer.com. Customer should not include PHI, patient details, screenshots containing PHI, or other additional sensitive information in that notification.
Subject to these Terms, the applicable Order Form or Signed Agreement, and payment of applicable fees, Success Layer grants Customer a limited, non-exclusive, non-transferable right during the applicable pilot or subscription term to permit its Authorized Users to access and use the Service for Customer's internal business purposes.
That internal business use includes Customer's use of the Service to manage, support, review, or coordinate its business relationships and the services it provides to its own clients, including hospitals and health systems. This does not create any access right for Customer's clients, who are not granted access to the Service by these Terms.
Access is invite-only unless Success Layer expressly enables another access method. Customer is responsible for:
Success Layer may suspend credentials that appear compromised or that are being used in violation of these Terms.
Research strictly within the published Vulnerability Disclosure Policy's scope and conditions is permitted under this Section to the extent Success Layer can authorize it. That policy does not authorize access to customer accounts or data without the required permission.
Customer and its Authorized Users must not:
Intended use is not restricted by this section. Customer's use of the Service internally to manage, support, review, or coordinate its business relationships and the services it provides to its own clients — including hospitals and health systems — is an intended use of the Service. Such use is not prohibited service-bureau, resale, or sublicensing activity merely because the records concern Customer's own clients. The restrictions above are directed at reselling, sublicensing, hosting, or otherwise providing the Service itself to third parties, and are not intended to restrict ordinary browser use, ordinary accessibility technology, authorized integrations, legitimate Customer exports, or expressly approved testing.
As between the parties, Customer retains its rights in Customer Data. Customer grants Success Layer only the limited rights reasonably necessary to host, store, process, copy where operationally necessary, transmit, secure, support, and otherwise handle Customer Data in order to provide the Service, and to comply with applicable law and the parties' applicable agreement obligations.
Customer represents that it has the rights and permissions necessary to submit Customer Data and to instruct Success Layer to process it. Customer is responsible for the accuracy, legality, and appropriateness of the Customer Data it chooses to submit, subject to applicable law and the parties' agreements.
Uses these Terms do not grant. The rights above are the only Customer Data rights these Terms grant. They do not grant Success Layer a right to use Customer Data for unrelated product development, for advertising, or to train generalized artificial-intelligence or machine-learning models. Success Layer does not use Customer Data for advertising, and does not use Customer Data to train generalized artificial-intelligence or machine-learning models.
This section limits the contractual right to use Customer Data. It does not restrict Success Layer from improving its software generally — for example by improving code, fixing defects, or improving interfaces and workflows — where that work does not use Customer Data.
Fees, billing cadence, pilot terms, subscription term, and any usage limits are stated in the applicable Order Form or Signed Agreement. Customer is responsible for taxes other than taxes based on Success Layer's net income. Except as stated in the applicable Order Form or Signed Agreement or as required by applicable law, fees are non-refundable.
Customer may issue a purchase order, procurement form, portal-generated document, or similar administrative document for its own administrative purposes. Any preprinted, linked, or standard terms contained in or referenced by such a document do not modify or supplement the parties' agreement unless Success Layer expressly accepts those terms in writing. This section does not affect an Order Form, Signed Agreement, or DPA executed by both parties.
Features labeled beta, pilot, preview, early access, or similar may change, contain errors, be modified, or be discontinued. Any special pilot scope, fees, feedback commitments, conversion terms, and support expectations should be stated in the applicable Order Form or Signed Agreement.
Success Layer and its licensors own the Service, software, documentation, designs, and related intellectual property, excluding Customer Data. No rights are granted except the limited rights expressly stated in these Terms.
Customer may not remove, alter, or obscure Success Layer's proprietary notices, and may not use Success Layer's trademarks except as expressly authorized. This does not restrict accurate, ordinary reference to Success Layer or Partner Success Pulse.
Success Layer will not publicly use Customer's name, logo, trademarks, or a testimonial from Customer without Customer's permission, unless an applicable Signed Agreement expressly permits it.
If Customer provides voluntary suggestions or ideas about the Service, Success Layer may use them without restriction or payment, provided Success Layer does not publicly identify Customer as the source without permission.
This does not authorize Success Layer to use or disclose Customer Data, Customer's Confidential Information, or a third party's Confidential Information merely because it appears in or accompanies feedback. Customer Data is not Feedback.
Definition. "Confidential Information" means non-public information disclosed by one party to the other that is marked or identified as confidential, or that reasonably should be understood to be confidential given its nature and the circumstances of disclosure. Customer Data constitutes Customer's Confidential Information, subject to the exclusions in this Section, and is also handled in accordance with these Terms and any applicable DPA or Signed Agreement.
Customer Data. Customer Data remains protected as Customer's Confidential Information for so long as Success Layer retains it, including copies retained in backup or disaster-recovery systems, subject to the retention and deletion framework described in Section 20 and the applicable agreement. The survival periods for other Confidential Information are stated below.
Use and protection. The receiving party will use Confidential Information only for the parties' business relationship and the applicable agreement, and will protect it using at least reasonable care.
Permitted disclosure. The receiving party may disclose Confidential Information to its personnel, contractors, professional advisers, and service providers who need to know it for that purpose and who are subject to confidentiality obligations no less protective in substance.
Exclusions. Confidential Information does not include information that becomes public without breach of these Terms; was lawfully known to the receiving party without restriction before disclosure; is independently developed without use of the other party's Confidential Information; or is lawfully received from a third party without a confidentiality restriction.
Compelled disclosure. The receiving party may disclose Confidential Information to the extent legally required, and will provide reasonable advance notice where legally permitted.
Survival. Information that qualifies as a trade secret remains protected for as long as it qualifies as a trade secret under applicable law. Ordinary Confidential Information remains protected for five years after expiration or termination of the applicable customer agreement. Customer Data remains protected for as long as Success Layer retains it, including applicable backup and disaster-recovery copies, subject to the agreement and retention/deletion framework. This section does not override a separate confidentiality agreement, Signed Agreement, or DPA.
Success Layer processes personal information as described in its Privacy Policy and, where applicable, a DPA. Success Layer maintains administrative, technical, and organizational measures appropriate to the nature of the Service. Customer remains responsible for its users, access decisions, endpoint security, and the content it submits.
Notification obligations concerning a confirmed security incident involving personal information or Customer Data are governed by applicable law, the applicable DPA, and the applicable Signed Agreement. These Terms do not create a separate or conflicting notification deadline, and do not reduce, replace, or delay any obligation imposed by those sources.
Customer may use third-party products or services in connection with its use of the Service. Those third-party products or services are governed by their own terms and privacy practices. Success Layer does not control unrelated third-party services and does not guarantee their availability or performance unless expressly agreed in writing. This section does not limit Success Layer's own responsibilities under applicable law or the parties' agreements with respect to service providers Success Layer selects to operate the Service.
Each party will comply with laws applicable to it in connection with these Terms. Customer will not use the Service in violation of applicable law.
Success Layer may improve, modify, or discontinue features over time. Material reductions to paid functionality will be handled in accordance with any applicable Order Form or Signed Agreement. Unless an applicable Signed Agreement or a separately signed service-level agreement expressly provides otherwise, the Service is provided without a guaranteed uptime commitment.
Success Layer may suspend access for material breach, security risk, unlawful use, nonpayment after required notice, or use that threatens the Service or other customers. Either party may terminate as provided in an Order Form, Signed Agreement, or applicable law.
On expiration or termination: the affected access to the Service ends; payment obligations accrued before that date remain due; export and deletion of Customer Data are handled as described in Section 20 and the applicable agreement; and provisions that by their nature should survive continue in effect.
Post-termination export, return, retention, and deletion of Customer Data, including treatment of backups, are governed by the applicable Signed Agreement, Order Form, and DPA, subject to applicable law. These supplemental Terms do not create a separate export capability, retrieval window, export format, charge, or deletion deadline.
Each party represents that it has the authority to enter into the applicable agreement.
EXCEPT AS EXPRESSLY STATED IN AN APPLICABLE ORDER FORM, SIGNED AGREEMENT, SEPARATELY SIGNED SERVICE-LEVEL AGREEMENT, OR OTHER INCORPORATED WRITTEN AGREEMENT, THE SERVICE IS PROVIDED "AS IS" AND "AS AVAILABLE." TO THE MAXIMUM EXTENT PERMITTED BY LAW, SUCCESS LAYER DISCLAIMS IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, TITLE, AND NON-INFRINGEMENT. SUCCESS LAYER DOES NOT WARRANT THAT THE SERVICE WILL BE UNINTERRUPTED OR ERROR-FREE OR THAT IT WILL PREVENT EVERY SECURITY INCIDENT, ACCOUNT RISK, CLIENT ESCALATION, OR BUSINESS LOSS.
TO THE MAXIMUM EXTENT PERMITTED BY LAW, NEITHER PARTY WILL BE LIABLE FOR INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, EXEMPLARY, OR PUNITIVE DAMAGES, OR FOR LOST PROFITS, REVENUE, GOODWILL, OR BUSINESS OPPORTUNITY, ARISING FROM THESE TERMS. UNLESS A SIGNED AGREEMENT STATES OTHERWISE, EACH PARTY'S AGGREGATE LIABILITY ARISING OUT OF THESE TERMS WILL NOT EXCEED THE AMOUNTS PAID OR PAYABLE BY CUSTOMER FOR THE SERVICE DURING THE 12 MONTHS BEFORE THE EVENT GIVING RISE TO THE CLAIM.
These limitations do not reduce Customer's obligation to pay amounts properly due, and nothing in these Terms excludes or limits liability to the extent applicable law does not permit that exclusion or limitation.
Neither party has a contractual obligation under these Terms to defend or indemnify the other. Any such obligation must be expressly stated in an applicable Order Form or Signed Agreement. This does not eliminate liability otherwise imposed by applicable law.
These Terms are governed by New York law, without regard to its conflict-of-laws rules. Unless an applicable signed agreement provides otherwise, disputes arising out of or relating to these Terms or the Service must be brought exclusively in the state courts located in Nassau County, New York, or, where federal subject-matter jurisdiction exists, the United States District Court for the Eastern District of New York. Each party consents to personal jurisdiction and venue in those courts.
Entire agreement. These Terms, together with any documents they incorporate and any Signed Agreement, Order Form, or DPA between the parties, constitute the agreement between the parties for their subject matter and supersede prior inconsistent communications on that subject matter.
Order of precedence. As stated in Section 1, these Terms are supplemental. Where documents conflict: an applicable Order Form governs commercial terms; an applicable DPA governs conflicts concerning the processing of personal information; an applicable MSA or other Signed Agreement governs otherwise; and these Terms apply only where incorporated into the applicable signed customer agreement and do not override those documents.
Force majeure. Neither party is liable for delay or failure to perform resulting from events beyond its reasonable control, except for payment obligations.
Assignment. Neither party may assign these Terms without the other party's consent, except that either party may assign them in connection with a merger, reorganization, or sale of all or substantially all of its assets or business to which these Terms relate, on notice to the other party.
Severability. If a provision is held invalid or unenforceable, the remaining provisions remain in effect.
Waiver. A failure to enforce a provision is not a waiver of the right to enforce it later.
Survival. Provisions that by their nature should survive do survive, including accrued payment obligations, intellectual property and Customer Data ownership, use restrictions, confidentiality, disclaimers, limitation of liability, and dispute provisions.
Notices. Legal notices to Success Layer may be sent to legal@getsuccesslayer.com. Notices to Customer may be sent to the contact designated in the applicable Order Form or Signed Agreement, or to a business or administrative contact associated with Customer's account.
Independent contractors. The parties are independent contractors. These Terms create no partnership, agency, joint venture, or employment relationship, and neither party may bind the other.
No third-party beneficiaries. These Terms do not create rights for any third party, unless an applicable Signed Agreement states otherwise.
Success Layer may publish a new dated version of these Terms from time to time.
Where a dated version of these Terms is incorporated into a signed customer agreement, that version remains the accepted version unless changed through that agreement's amendment process. A new or renewing signed agreement may incorporate a newer dated version. Publishing a new version on this website does not by itself amend a Signed Agreement, Order Form, or DPA, and does not by itself change a committed commercial term. Those documents are amended under their own terms.
A new or renewing agreement may incorporate a newer version. Where applicable law requires notice of a change or requires a change to take effect differently, applicable law controls.
Sasa Ilic d/b/a Success Layer
Nassau County, New York, USA
Legal: legal@getsuccesslayer.com
Support: support@getsuccesslayer.com