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Terms & Conditions

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 us as “OpsPal”, “We”, “Us”, “The System”, “Our System”, “The Service”. Once registered, you can be added to a current site or we can create a new site. “Sites” are how OpsPal divides its system into groups, so facilities, areas, and buildings have their own working space.

OpsPal is always being developed and improved based on user feedback. While every effort is made to ensure OpsPal is reliable and secure, it should not solely be relied on and we recommend you have backup systems in place and regularly check the system is functioning correctly. Do not use it to store any sensitive data.

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.

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 change these Terms and Conditions at any time by amending this page. 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.

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

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

Account Security

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

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 does not include sensitive data.

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. Licence to Use the System

Subject to this licence, all intellectual property rights are reserved by OpsPal Ltd. You must not:

  • Re-publish material from our system (including re-publication on another system)
  • Sell, rent, or sub-licence material from the system
  • Reproduce, duplicate, copy, or otherwise exploit material on this system for a commercial purpose
  • Edit or otherwise modify any material on the system, or redistribute material from the system, except where content is specifically and expressly made available for redistribution

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. We will use reasonable endeavours to respond to all queries promptly. 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.

Issue Categories

  • Critical: Platform completely inaccessible — immediate escalation, direct contact available
  • High: Core feature non-functional, affecting operational delivery — priority helpdesk response
  • Standard: Feature behaving unexpectedly, or a general query — standard helpdesk triage

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

We require 90 days’ written notice prior to your contract end date should you wish to terminate your OpsPal agreement. Your OpsPal data will be deleted after your contract end date. It is your responsibility to generate PDF export files of your data prior to site deletion. The deletion process is permanent and irrecoverable.

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. 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.

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, available on request, and our Privacy Policy at https://opspal.co.uk/privacy-policy/.

11. 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

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 Clause 10, 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.

12. 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.

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