Terms of Service

1. The service

OgmaQ is operational escalation support software delivered as a service: a structured workflow for capturing, triaging, tracking and closing operational escalations in GMP-adjacent manufacturing environments. The scope of any given deployment is agreed with the customer in an order or subscription agreement.

2. Legal entity and contracting details

The contracting legal entity, company registration details and registered address are to be confirmed during legal review and will be stated here and in the applicable customer agreement before client contracting.

3. Acceptable use

Customers and their users must not misuse the service — including attempting to access another tenant's data, probing or disrupting the service, uploading unlawful content, or using the service in a way that violates applicable law. Accounts are for authorised users of the subscribing organisation. Additional acceptable-use restrictions, including restrictions on sensitive data, are described in the Acceptable Use Policy.

4. Customer data

The customer owns the data its users enter into the service, and remains responsible for that data. OgmaQ processes it only to provide and support the service, as described in the Privacy Policy and the subprocessor list. Data processing terms will be set out in the applicable Data Processing Agreement (currently a placeholder scaffold pending legal review).

Unless separately agreed in writing, OgmaQ is not intended for patient data, protected health information (PHI), special-category personal data, payment card data, government identification numbers, secrets or passwords, or official regulated records. Customers should minimise unnecessary personal data in escalation descriptions, comments and attachments, and keep official GMP records in their validated QMS. These restrictions are set out more fully in the Acceptable Use Policy.

English is the primary operating language of OgmaQ. Interface localisation may be available for supported languages, but it applies to the application's interface text only: customer-entered records remain exactly as entered, and OgmaQ does not automatically translate customer-entered information or transmit it to any external translation provider. Any future automatic-translation capability will be an optional feature introduced with updated legal and privacy disclosures beforehand.

Where the customer enables published data links — an optional feature that exposes a read-only operational data feed at a link URL for consumption in tools such as spreadsheets — those links are created only by customer-authorised administrators holding the relevant permission. The customer remains responsible for how link URLs are distributed and to whom, since anyone holding a link URL can read the data it scopes until the link expires or is revoked. OgmaQ provides expiry, revocation, inventory and access-logging controls so the customer can manage its links. A published data link serves operational data, not the official regulated record, which remains in the customer's validated QMS.

5. Customer responsibilities

The customer remains responsible for how the service is used within its organisation, including:

• its own GMP/QMS decisions and official records, which remain in the customer's validated QMS;
• any validation decision about the customer's own intended use of the service, subject to customer validation where applicable;
• administering user access within the customer's workspace;
• where published data links are used, deciding which administrators may create them, where link URLs are shared, and revoking links that are no longer needed;
• lawful use of the service by its users.

6. Availability and support

The service is provided on a commercially reasonable-efforts basis. No specific availability level is promised in this placeholder document; any service-level commitments will be set out in the applicable customer agreement.

No formal service-level agreement or support commitment applies unless agreed in a customer agreement; support boundaries are to be defined in the applicable order form or customer agreement.

7. Payment and subscriptions

Payment, subscription and renewal terms are to be defined in the applicable order form or customer agreement. No self-serve billing currently operates.

8. Suspension

Placeholder: OgmaQ expects to reserve the right to suspend access where reasonably necessary — for example in cases of misuse of the service, a security risk to the service or other customers, non-payment, or unlawful use. The detailed suspension terms are to be defined during legal review and in the applicable customer agreement.

9. Term, termination and offboarding

Placeholder: on termination, the standard path is export first, then reviewed deletion of the tenant's data, subject to legal holds and retention obligations — see the Data Retention Policy. Detailed termination and offboarding terms are to be defined during legal review and in the applicable customer agreement.

10. Warranties and disclaimers

Placeholder: warranty disclaimers (including the extent to which the service is provided 'as is') are to be defined during legal review and in the applicable customer agreement.

11. Liability

Placeholder: limitations and exclusions of liability will be defined during legal review and in the applicable customer agreement.

12. Governing law and jurisdiction

To be confirmed during legal review, including the governing law and the courts or forum with jurisdiction over disputes.

13. Contact

Questions about these terms: [email protected] (general contact: [email protected]). These role-based aliases route to the OgmaQ team; [email protected] is the general contact if you are unsure which to use.