Privacy Policy

1. Introduction

OPCX Solutions (OPCX, we, our or us) is committed to handling personal data responsibly. This Privacy Policy explains how we collect, use, store, share and protect personal data when you visit our website, engage our consulting services, use our applications, use Support Insight Analysis powered by OPCX Ticket Insights, or otherwise interact with us.

2. Who We Are and Our Role

OPCX Solutions is based in Buckingham, United Kingdom. For website, enquiry, marketing, account and business-administration information, OPCX will generally act as controller.

When a business customer provides personal data within support tickets or other service datasets for processing on its instructions, the customer will ordinarily act as controller and OPCX as processor. The parties’ responsibilities may be further set out in a Data Processing Agreement.

3. Personal Data We Collect

Depending on how you interact with us, we may collect:

• contact and business information, including name, work email address, telephone number, organisation and job title;
• account information, including login, profile, permissions and preferences;
• service data, including support tickets, conversations, transcripts, metadata, knowledge content, operational datasets and customer feedback submitted or connected to our services;
• generated records, including summaries, classifications, analyses, reports, search indexes, search queries and other service outputs;
• customer-provided integration or AI-service credentials entered through designated secure fields; and
• technical data, including IP address, browser, device, usage, security, diagnostic and log information.

4. How We Use Personal Data

We use personal data to provide and improve our services, deliver consulting engagements, operate and secure our websites and applications, authenticate users, manage accounts and subscriptions, respond to enquiries, provide support, generate analyses and reports, investigate misuse, comply with legal obligations and communicate with customers and users.

5. Artificial Intelligence Processing

Some services use artificial-intelligence and automated technologies to analyse customer-support information, create summaries and classifications, identify themes and trends, generate reports and recommendations, and support semantic or natural-language search.

Where technically practicable, personal data is removed, redacted or minimised before AI analysis. Automated redaction may not identify every item of personal data, particularly in free text or unusual formats, and redacted or pseudonymised information may remain personal data under applicable law.

The Service may use AI accounts managed by OPCX or credentials supplied by a customer. Where customer-provided credentials are used, processing is also subject to the selected provider’s terms, privacy practices, retention settings and international-transfer arrangements. Generated outputs may be stored to provide reporting, search and other service functionality.

6. Lawful Basis

Where required by law, we rely on one or more of the following lawful basis: performance of a contract, legitimate interests, legal obligation, consent, or protection of vital interests. The applicable basis depends on the purpose and circumstances of the processing.

Where OPCX acts as processor, the business customer is responsible for determining the lawful basis for the underlying processing and for providing any required privacy information to affected individuals.

7. Sharing and Service Providers

We may use carefully selected providers for hosting, authentication, databases, storage, artificial-intelligence processing, semantic search, embeddings, analytics, monitoring, communications and related infrastructure. We may also disclose information to professional advisers, authorities or other parties where required by law or reasonably necessary to establish, exercise or defend legal rights.

Providers may process information only for the relevant service purposes and subject to appropriate contractual and data-protection arrangements where required.

8. International Transfers

Personal data may be processed outside the United Kingdom or the country in which an individual is located. Where required by applicable law, we use an approved transfer mechanism or other appropriate safeguard. Further information may be provided in the relevant Data Processing Agreement or supporting privacy documentation.

9. Data Retention

We retain personal data only for as long as reasonably necessary for the relevant purpose, including providing the services, maintaining security and auditability, fulfilling contractual and legal obligations, resolving disputes and establishing or defending legal rights.

Support datasets, generated analyses, reports, search indexes and related service records may be retained while the Service is active and afterwards where reasonably required for those purposes. Customers may request deletion of customer-provided datasets, subject to legal, contractual, security, backup and technical retention requirements. Customer-managed provider accounts may apply their own retention arrangements.

10. Security

We use reasonable technical and organisational measures intended to protect personal data, including access controls, authentication, data minimisation, secure secret handling, logging and appropriate infrastructure controls. No internet-based service or automated redaction process can be guaranteed to be completely secure. Customers and users are responsible for protecting their accounts and credentials and for notifying us promptly of suspected compromise.

11. Your Rights

Subject to applicable law, individuals may have rights to access personal data, correct inaccurate data, request erasure, restrict or object to processing, request portability, and withdraw consent where consent is relied upon. Individuals may also complain to the UK Information Commissioner’s Office or another competent supervisory authority.

Where OPCX processes personal data solely on behalf of a business customer, we may refer a request to that customer or support the customer in responding.

12. Cookies and Similar Technologies

Our website and applications may use cookies or similar technologies that are necessary for security, authentication and functionality, and may use optional analytics technologies where permitted. Where required, further information and choices will be provided through a cookie notice or consent tool.

13. Business Customers and Data Processing Agreements

Where required by applicable data-protection law, OPCX may enter into a Data Processing Agreement governing processing carried out on behalf of a business customer. If there is a conflict about that processing, the Data Processing Agreement will take precedence over this Privacy Policy.

14. Changes to This Policy

We may update this Privacy Policy from time to time. The latest version will be published on our website with the revised last-updated date. Material changes will be communicated where reasonably practicable.

15. Contact Us

For questions, requests or concerns about this Privacy Policy or our use of personal data, contact:

OPCX Solutions
Email: contact@opcx.solutions
Location: Buckingham, United Kingdom