Terms of Service

Appendix A

Support Insight Analysis powered by OPCX Ticket Insights

Last updated: 18 September 2026

OPCX Solutions | Buckingham, United Kingdom | contact@opcx.solutions

This Appendix forms part of the OPCX Solutions Terms of Service.

1. Application

This Appendix applies to Support Insight Analysis, OPCX Ticket Insights and related analyses, reports, searches, recommendations, trials and complimentary services (the "Service"). The main Terms of Service continue to govern general matters including fees, intellectual property, availability, termination and liability. This Appendix takes precedence only for matters specifically addressed here.

In this Appendix, "Customer Data" means information provided or made available by or for the customer; "Customer-Managed AI" means an AI service used through an account or credentials supplied by the customer; "OPCX-Managed AI" means an AI service accessed through an account managed by OPCX; "Output" means any analysis, search result, report, finding or recommendation provided through the Service; and "Usage Limits" means the limits in Schedule 1 or otherwise agreed in writing.

2. Service and Outputs

The Service analyses customer-support information to identify patterns, recurring issues, risks, knowledge gaps and potential improvements. It may provide ticket analysis, semantic search, reports, supporting examples, recommendations and consultant-enhanced insights.

The Service is an investigative and decision-support tool. It is not an autonomous decision-maker and does not replace professional judgement, internal governance or specialist advice.

The Service uses automated and artificial-intelligence technologies. Outputs may be inaccurate, incomplete, inconsistent, based on incorrect assumptions or unsuitable for the customer. They may omit context, misclassify information or mistake correlation for causation. Recommendations, priorities, expected impacts and root-cause assessments are hypotheses for investigation, not verified conclusions or instructions.

Outputs do not constitute legal, financial, regulatory, technical or other professional advice. Unless separately agreed in writing, they do not constitute consultancy advice, management direction or assurance. OPCX does not warrant that an Output is complete, accurate, error-free or suitable for implementation without independent review.

3. AI Processing and Usage

3.1 OPCX-Managed AI

OPCX may select or change the AI provider, model or supporting infrastructure used to deliver the Service, and Customer Data may be processed by those providers. Use is subject to Schedule 1. OPCX may monitor consumption and apply reasonable limits, queuing or rate controls for security, availability and cost management. Provider or model changes may affect the speed, format, quality or consistency of Outputs and do not by themselves constitute a defect.

3.2 Customer-Managed AI

Where the customer supplies AI credentials, it authorises OPCX to use them solely to provide the configured Service. The customer is responsible for its provider account, charges, credits, model selection, configuration, credential security and compliance with the provider's terms. Customer Data will also be subject to that provider's terms, privacy practices and processing arrangements.

OPCX is not responsible for provider charges, outages, rate limits, model changes, account restrictions or failures caused by unavailable, invalid or insufficiently funded credentials, and is not required to substitute OPCX-Managed AI. Credentials must be entered only through designated secure fields and must not be included in tickets, prompts or uploaded data.

4. Customer Responsibility

The customer must not rely solely or primarily on an Output when making a business, operational or strategic decision. Before acting, the customer must review the evidence, verify material facts and assumptions, assess whether the data is representative, consider risks and obtain appropriate approvals or advice.

All decisions and implementations remain the customer's responsibility. Implementation confirms that the customer has independently reviewed the proposed action and determined that it is suitable. Subject to the main Terms of Service, OPCX is not responsible for the customer's decisions or for adverse outcomes arising from implementing, modifying, rejecting or delaying an Output. Supporting evidence assists investigation but does not prove that an interpretation or recommendation is correct.

5. Customer Data and Data Protection

The customer warrants that it has the rights, authority, lawful basis and permissions required to provide Customer Data and that doing so complies with applicable law, confidentiality obligations and privacy notices. The customer is responsible for the accuracy, completeness and suitability of Customer Data. OPCX is not responsible for unreliable Outputs caused by incomplete, unrepresentative, incorrectly mapped or poor-quality data.

The customer must not submit unnecessary personal or confidential information, including special-category data, payment-card information or credentials, unless expressly agreed and appropriately protected.

For personal data processed to provide the Service, the customer will ordinarily act as controller and OPCX as processor. Each party must comply with applicable data-protection law, including the UK GDPR and Data Protection Act 2018 and, where applicable, the EU GDPR. Where required, the parties will enter into a Data Processing Agreement, which takes precedence for personal-data processing.

The Service is designed to remove, redact or minimise personal data before AI analysis where technically practicable. Automated redaction may not identify all personal data, and OPCX does not warrant that information will always be removed or irreversibly anonymised. The customer remains responsible for deciding whether its data is appropriate for submission and whether further minimisation is required.

OPCX will use reasonable technical and organisational measures intended to protect Customer Data and may use third-party providers for hosting, storage, AI processing and related services. Appropriate contractual and international-transfer safeguards will be used where required by law. Further details may be set out in the applicable Data Processing Agreement or privacy documentation.

6. Complimentary and Additional Services

Complimentary analyses, trials, demonstrations and pilots are provided on an "as is" and "as available" basis for evaluation only. They are not audits, assurance engagements or consultancy services, must not be the sole basis for a decision, may have separate Usage Limits and may be restricted or withdrawn by OPCX.

To the maximum extent permitted by law, OPCX gives no warranty and accepts no liability for complimentary services except where liability cannot lawfully be excluded. The main Terms of Service continue to apply.

Consultancy, independent validation and implementation support are included only where separately agreed in writing. Unless that agreement states otherwise, the customer remains responsible for decisions and implementation.

7. No Guaranteed Outcomes

OPCX does not guarantee that the Service will identify every issue, establish the true root cause, reveal new information, produce Outputs the customer considers valuable or achieve any financial, operational or commercial result. Expected impacts, savings and benefits described in Outputs or marketing materials are illustrative and not guaranteed. Disagreement with an Output does not by itself mean that the Service is defective.

8. Liability and Governing Law

The liability provisions in the main Terms of Service apply to this Appendix. Nothing excludes or limits liability for fraud, fraudulent misrepresentation, death or personal injury caused by negligence, or liability that cannot lawfully be excluded.

Customers outside the United Kingdom are responsible for complying with applicable local and sector-specific requirements. This Appendix is governed by the laws of England and Wales, whose courts have exclusive jurisdiction except where mandatory law requires otherwise.

Core principle: OPCX provides analysis and potential improvement opportunities. The customer reviews the evidence, assesses the risks, makes the decisions and remains responsible for implementation and outcomes.

Schedule 1: Fair Usage and Usage Limits

1. Application

This Schedule applies to OPCX-Managed AI. Customer-Managed AI is not counted against these allowances unless otherwise agreed, but remains subject to reasonable security, capacity and anti-abuse controls. The limits below apply unless different limits are stated in an order form, proposal, subscription description or other written agreement.

2. Allowances

OPCX may also apply reasonable file-size, prompt-length, report-size and processing-time limits. Unless otherwise agreed, unused allowances expire at the end of each period, have no monetary value and cannot be transferred between unrelated accounts.

3. Measurement and Enforcement

Usage may be aggregated across the customer's users, applications and integrations and counted when processing starts or provider cost is incurred. Repeated processing may count separately. A request that fails solely because of an identifiable OPCX error will not normally count; a request may count where processing cost has already been incurred or failure is caused by Customer Data, configuration or cancellation.

If a limit is exceeded, OPCX may queue, throttle or restrict processing until the allowance resets, additional capacity is agreed or the customer moves to another plan. OPCX may also restrict usage that threatens security, availability or service stability. Additional charges apply only where the charging basis has been communicated and agreed where required.

For Customer-Managed AI, provider charges and quotas remain the customer's responsibility and do not override OPCX application-level controls. OPCX may update operational limits where reasonably required for security, provider changes or service stability. Reasonable notice will be given before materially reducing a paid contractual allowance, except where urgent action is required by law or to protect the Service.