1. Introduction

Thanks for using OpsPal, please read these Terms and Conditions carefully as this is a legal agreement. By using OpsPal in any way, you are agreeing to these Terms and Conditions and our Privacy Policy (available at https://opspal.co.uk/privacy-policy/).

We will start with the basics, including a few definitions that should help you understand this agreement. OpsPal is an operational management support tool offered through the URL opspal.com and supplied by OpsPal Ltd.

We will refer to OpsPal Ltd as “OpsPal“, “We” or “Us“. The OpsPal software itself is referred to as the “Platform“. Once registered, you can be added to a current Site or we can create a new site. “Sites” are how the Platform is divided into groups, so facilities, areas, and buildings have their own working space.

The Platform is always being developed and improved based on user feedback. OpsPal maintains the backup, restoration and disaster recovery arrangements set out in Section 11. However, as with any online system, you should keep appropriate contingency arrangements (for example, paper-based checks) so that safety-critical operations can continue if the Platform is temporarily unavailable.

OpsPal is designed to hold operational data — tasks, procedures, facility and asset records, and contact details — rather than sensitive personal data. Where a workflow specifically involves special category data, such as accident reporting, this should be captured using the embedded form tools provided within OpsPal rather than entered into general text fields. You are responsible for ensuring that special category or otherwise sensitive personal data is not entered into free-text fields within the system, and for using the appropriate designated workflow where one is provided.

If you do experience any problems, please let us know as soon as possible by emailing us at contact@opspal.com or by raising a support ticket via your registered user account on our Support Desk platform.

Definitions

In these Terms and Conditions, the following words have the meanings set out below.

2. Eligibility

In order to use OpsPal, you must:

• Complete our registration process to create your account
• Agree to these Terms and Conditions and our Privacy Policy
• Provide true, complete, and up-to-date contact information

By using OpsPal, you represent and warrant that you meet all the requirements listed above, and that you will not use OpsPal in a way that violates any laws or regulations. We may refuse service, close user accounts, disable sites, and change eligibility requirements at any time.

3. Changes

We may update these Terms and Conditions from time to time to reflect changes to the OpsPal platform, our standard practices, or applicable law. You will be made aware of changes via the knowledge base area within the product. Please check this page from time to time and take notice of any changes made.

Where a customer has entered into a signed agreement, order form, or security schedule with OpsPal that references or incorporates these Terms and Conditions, any change to a term that has been specifically agreed within that signed documentation will only take effect for that customer with their prior written consent.

4. User Accounts, Authentication and Sites

You are responsible for keeping your account information confidential. You will immediately notify us of any unauthorised use of your account or sites.

Authentication Methods

OpsPal supports two methods of authentication:

Single Sign-On (SSO) via Microsoft Entra ID or Google Workspace

Where your organisation has enabled SSO:

• You access OpsPal using your organisational credentials managed by your identity provider
• Multi-Factor Authentication (MFA) may be required according to your organisation’s policies
• Account access is controlled through your organisation’s identity provider
• Removal from your identity provider automatically revokes OpsPal access
• Authentication security is managed by your identity provider; OpsPal is not responsible for losses arising from compromised SSO credentials managed by that provider

Local Password Authentication

Where SSO is not in use:

• You are responsible for maintaining the confidentiality of your password
• We cannot access your current password and can only reset it for security purposes
• We are not responsible for any losses due to stolen or hacked passwords
• You must immediately reset your password if you suspect it has been compromised
• Multi-Factor Authentication (MFA) is available and can be enabled on your account; organisations requiring MFA to be mandatory for all local-password users should contact us to discuss enforcement options

Account Security

Regardless of authentication method, you are responsible for keeping your account information confidential and must notify us immediately of any unauthorised use.

The Customer is responsible for deciding who is given access as an Authorised User, for ensuring that all Authorised Users comply with these Terms and Conditions, and for all activity carried out under its account. Organisation Administrators should remove access promptly when an Authorised User leaves the Customer’s organisation or no longer needs access.

As an administrator of a site, you will control who is given access and admin privileges. You will have the right to remove a user at any time. Access to the information in your site remains your sole responsibility. It is your responsibility to ensure the content added to the site meets these terms and conditions, is your own property, and complies with the sensitive data guidance in Section 1.

Optional: Location-Based Task Verification

OpsPal offers an optional location-based task verification feature that organisations may choose to enable. This feature captures location data at the point of task completion only — it does not operate during general system use or navigation.

The purpose of this feature is to provide operational assurance that tasks are completed in the correct physical location, and to support identification of any location-specific issues or patterns. It is an organisational decision whether to activate this feature; individual users cannot opt in or out independently where their organisation has enabled it.

Where this feature is enabled:

• Location data is captured automatically by your device at the point of task completion
• Location data is accessible to your organisation’s administrators and designated personnel
• You are responsible for completing tasks in their designated locations and for ensuring the accuracy of location data captured
• Deliberately completing tasks in incorrect locations or attempting to manipulate or circumvent location data may result in account restrictions or termination
• Technical issues affecting location accuracy should be reported to your administrator

5. Subscription, Licence and Intellectual Property

5.1 Subscription. Subject to payment of the fees and compliance with these Terms and Conditions, OpsPal grants the Customer, for the Subscription Term, a non-exclusive, non-transferable right to access and use the Platform as a hosted software-as-a-service and to permit its Authorised Users to do so, solely for the Customer’s internal business operations at the Sites for which the Customer has subscribed.

5.2 Hosted service. The Platform is provided as a hosted, web-based service. No software is sold, delivered or installed, and the Customer receives no rights in the Platform other than those expressly granted in this Section 5.

5.3 Restrictions. The Customer shall not, and shall ensure that its Authorised Users do not:
(a) copy, modify, or create derivative works of the Platform;
(b) reverse engineer, decompile or disassemble the Platform, except to the extent expressly permitted by applicable law;
(c) sell, rent, sub-license or otherwise make the Platform available to any third party;
(d) access the Platform in order to build a competing product or service; or
(e) re-publish or distribute any OpsPal-supplied templates, content or knowledge base material outside the Customer’s organisation, except where expressly made available for that purpose.

5.4 OpsPal intellectual property. All intellectual property rights in the Platform, its software, templates, documentation and any improvements belong to OpsPal Ltd or its licensors.

5.5 Customer Data. As between the parties, the Customer owns all rights in Customer Data. The Customer grants OpsPal a non-exclusive, royalty-free licence, for the Subscription Term and the retention period set out in Section 9, to host, store, back up, copy, transmit and otherwise process Customer Data solely to the extent necessary to provide, maintain, support and secure the Services, and in accordance with the Customer’s documented instructions and the DPA. OpsPal shall not use Customer Data for any other purpose, and shall not use Customer Data in anonymised or aggregated form.

6. Acceptable Use

You must not use OpsPal in any way that causes, or may cause, damage to the system or impairment of the availability or accessibility of the system, or in any way which is unlawful, illegal, fraudulent, or harmful, or in connection with any unlawful, illegal, fraudulent, or harmful purpose or activity.

You must not use this system to copy, store, host, transmit, send, use, publish, or distribute any material which consists of a computer virus, Trojan horse, worm, keystroke logger, or other malicious computer software.

You must not conduct any systematic or automated data collection activities (including scraping, data mining, data extraction, and data harvesting) on or in relation to this system without our express written consent.

You must not use our system to transmit or send unsolicited commercial communications.

Where location-based task verification is enabled by your organisation, you must not attempt to falsify, manipulate, or circumvent location data.

7. Technical Support and Escalation

OpsPal operates a built-in helpdesk ticketing system, accessible directly within the platform. All tickets are triaged on receipt.

Standard Support

For any technical issue, please raise a support ticket via your registered user account or contact us at contact@opspal.com.

Response and Resolution Targets

Our current operational targets for support response and resolution are as follows. These are operational targets reflecting our standard practice, not a guaranteed service level unless a bespoke Service Level Agreement has been separately agreed in writing.

• Critical (platform completely inaccessible): 2-hour response, 48-hour resolution target. All Organisation Administrators are notified by email as soon as a Critical incident is logged.
• High (core feature non-functional, affecting operational delivery): 3-hour response, 48-hour resolution target. Organisation Administrators updated every 4 hours until resolved.
• Standard (feature behaving unexpectedly, or a general query): 6-hour response, 48-hour resolution target.

Where bespoke support arrangements are agreed, these will be documented separately and may incur additional cost.

Escalation Route

For any issue not resolved through the standard helpdesk process, or for matters requiring urgent direct contact, the escalation route is:

Craig Campbell, Director — OpsPal Ltd Email: craig@opspal.com

Platform Unavailability

In the event of complete platform unavailability, all Organisation Administrators will receive an immediate email notification. A live service status page is maintained at https://opspal.co.uk/business/opspal-live-status/, hosted independently of the main platform so that it remains accessible during any outage.

8. Payments

All services are billed in full upfront, with annually renewable licence costs on the 12-month anniversary thereafter. Agreements can be made to pay monthly for an additional cost, but must be agreed in advance and an automated payment method must be in place.

9. Account Cancellation

9.1 Notice. We require 90 days’ written notice before your contract end date should you wish to terminate your OpsPal agreement.

9.2 Exporting your data. At any time during the Subscription Term, Authorised Users with the appropriate permissions can download any of the Customer’s documents and records from the Platform in PDF format. Downloads are made one document at a time. This is a self-service process carried out by the Customer. For security, Customer Data is held encrypted within the Platform’s databases, and OpsPal does not carry out bulk or assisted exports on the Customer’s behalf.

9.3 Scope of export. Every document and record held in the Customer’s Sites can be downloaded as a PDF. The export does not include the Platform’s software, configuration, or OpsPal-supplied templates. OpsPal does not provide data in spreadsheet, CSV or other editable formats.

9.4 Retention and deletion. The Customer’s Sites and Customer Data will remain available until 30 days after the end of the final paid subscription period. During this time the Customer can continue to download its documents. After this 30-day period, the Customer’s Sites and Customer Data will be permanently deleted from the live Platform, and this deletion cannot be reversed. It is the Customer’s responsibility to download any documents it wishes to keep before this date.

9.5 Backup copies. Copies of Customer Data held within OpsPal’s encrypted backups (see Section 11) are not immediately removed on deletion from the live Platform. They are retained securely and deleted in line with OpsPal’s backup retention cycle. They are not used for any purpose other than backup and disaster recovery, and remain protected in accordance with the DPA.

If you wish to terminate prior to the full agreed duration of your contract:

• Discounted Contracts: The value of any discount awarded for the 12-month period within which you are cancelling would be due to OpsPal Ltd. No charge will be made for the discount applied to the remaining term thereafter.
• Standard Rate Contracts: Payment would only be due for the 12-month period within which your cancellation notice falls. No charge will be made for the remaining term thereafter.
• Prepaid Contracts: No refund would be offered for the remaining licence period.

We will continue to provide the service until the agreed end date.

10. Termination for Breach

Either party may terminate this agreement with immediate effect by written notice if the other party commits a material breach of these Terms and Conditions which is irremediable, or fails to remedy a remediable material breach within 30 days of receiving written notice specifying the breach and requiring it to be remedied.

Where OpsPal terminates a customer’s account under this clause, or a customer’s account is terminated by mutual agreement following a breach, the customer will be given a reasonable opportunity to export their data in accordance with Section 9 before deletion, save where immediate suspension is necessary to protect the security of the platform or other customers.

11. Service Continuity, Modifications, and Liability

Platform Maintenance and Monitoring

OpsPal is hosted on Amazon Web Services (AWS) Infrastructure as a Service (IaaS). Security patching, infrastructure monitoring, and performance telemetry operate on a 24/7 basis. The platform is subject to continuous development and improvement.

Uptime

Our target platform uptime is 99.5%. This is not a contractual service level agreement but reflects our operational standard and the infrastructure capability of AWS. In the event of unplanned downtime, our monitoring systems trigger an immediate response.

Backup, Restoration and Disaster Recovery

(a) Backups. Full snapshots of all Platform data are taken automatically every 24 hours and stored using the Amazon S3 service. Backups are encrypted and stored exclusively within the United Kingdom, in the AWS London region. They are not copied to any region outside the United Kingdom.

(b) Backup retention. Daily backups are retained for 18 months. Archived backups are securely retained for up to 6 years.

(c) Resilience. The Platform and its backups are replicated across multiple, physically separate AWS Availability Zones (data centres) within the London region, with automatic failover between them. This reduces the impact of the failure of any single data centre.

(d) Business continuity and disaster recovery. OpsPal maintains a written Business Continuity Plan. Automated data centre changeover testing is carried out monthly and monitored by OpsPal’s development team, and further business continuity scenarios are tested and reviewed annually.

(e) Recovery. OpsPal does not currently offer contractual Recovery Point Objective (RPO) or Recovery Time Objective (RTO) service levels. Where a full restoration from backup is required, Customer Data will be restored to the most recent daily snapshot, meaning that data entered in the period since that snapshot (up to 24 hours) may need to be re-entered.

(f) Restoration. Where Customer Data is lost or corrupted due to a failure of the Platform, OpsPal or its sub-processors, OpsPal will restore it from the most recent available backup at no charge to the Customer. Where the Customer asks for data to be recovered following its own error, such as accidental deletion by an Authorised User, OpsPal will use reasonable endeavours to assist, but cannot guarantee that individual records can be restored.

Planned Maintenance

Where planned maintenance is required, we will notify all Organisation Administrators by email in advance. In-product notifications are also published in the platform’s knowledge base area.

Feature Discontinuation

We will provide a minimum of 30 days’ written notice to all Organisation Administrators before permanently discontinuing any platform feature. In practice, feature removals have only occurred where an enhanced replacement has been introduced.

Temporary Interruptions

Certain technical difficulties or maintenance may, from time to time, result in temporary service interruptions. OpsPal reserves the right to modify or temporarily suspend functions and features of the service without liability, except where prohibited by applicable law.

Liability Cap

Notwithstanding anything else in these Terms and Conditions, OpsPal’s total liability to a customer in any contract year shall not exceed the pro-rated value of licence fees paid by that customer for the affected period, calculated proportionately to the percentage of the platform materially affected and the duration of that impact. This cap applies to all claims arising out of or in connection with this agreement, whether in contract, tort, or otherwise.

Pre-Paid Fees Refund

If OpsPal permanently discontinues the service prior to the end of a pre-paid period, OpsPal will refund the pro-rated fees for the remaining pre-paid period.

Data Processing

Where OpsPal processes personal data on behalf of a customer, this is governed by our Data Processing Addendum, and our Privacy Policy at https://opspal.co.uk/privacy-policy/. OpsPal hosts the platform, and all data entered into it, on Amazon Web Services (AWS) within the United Kingdom. We will provide reasonable advance notice of any material change to our sub-processors via the knowledge base area within the product.

12. Security Incident Notification

Where OpsPal becomes aware of a confirmed breach of security affecting your data processed within OpsPal, we will notify you within 24 hours of becoming aware of the breach, and will provide a full written report — including root cause and remediation steps — within 7 days. This clause does not affect any separate statutory notification obligations OpsPal may have under UK data protection law.

13. Limitations of Liability

The information and any commentary contained within our system is provided for operational management purposes only. No responsibility for its accuracy, correctness, or for any consequences of relying on it is assumed by OpsPal beyond the terms set out in this agreement.

To the maximum extent permissible under applicable law, OpsPal shall not be liable for:

• Any indirect, special, or consequential loss
• Any business losses, loss of revenue, income, profits, or anticipated savings
• Loss of contracts or business relationships
• Loss of reputation or goodwill
• Loss or corruption of information or data, save that OpsPal shall remain responsible for restoring Customer Data in accordance with Section 11 (Backup, Restoration and Disaster Recovery)

You acknowledge that complex software is never wholly free from defects, errors, and bugs, and is never entirely free from security vulnerabilities. Subject to the liability cap in Section 11, OpsPal gives no warranty or representation that the services will be wholly free from defects, errors, bugs, or entirely reliable or secure.

These limitations apply even if OpsPal has been expressly advised of the potential loss. Nothing in these Terms and Conditions limits or excludes either party’s liability for death or personal injury caused by negligence, for fraud or fraudulent misrepresentation, or for any other liability which cannot be limited or excluded under applicable law.

14. Governing Law and Jurisdiction

These Terms and Conditions, and any dispute or claim arising out of or in connection with them (including non-contractual disputes or claims), shall be governed by and construed in accordance with the law of England and Wales. The parties irrevocably agree that the courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these Terms and Conditions.

15. Contact Us

If you have any questions regarding OpsPal or its agreements, please contact us at contact@opspal.com.

Privacy Policy: https://opspal.co.uk/privacy-policy/ Service Status: https://opspal.co.uk/business/opspal-live-status/

How to Make a Complaint

To exercise all relevant rights, queries, or complaints, please contact us in the first instance at contact@opspal.com. All complaints will be acknowledged and addressed promptly.

Last updated 28/9/2026