Privacy Policy

This Privacy Policy ("Policy") explains how Service Opus ("Service Opus", "we", "us", or "our") collects, uses, discloses, and protects information collected from or about you when you visit our website (serviceopus.com), request a demo, register for an account, use our field service management software, connect integrations, or communicate with us (collectively, the "Services").

Notice regarding Customer Data: When we collect and process data about the end customers, employees, and subcontractors of our business customers ("Customer End Users") on behalf of such customers ("Customer Data"), we act as a data processor. In these cases, our business customer acts as the data controller and determines how Customer Data is processed. Our obligations with respect to Customer Data are defined in our separate subscription or software agreements ("Agreements") with those customers. If you are an end user of a customer using Service Opus, please refer to the customer's privacy policy and the "Notice to Customer End Users" section below.

1. Scope

This Policy applies to all Service Opus websites, product interfaces, signup and billing flows, customer support channels, marketing communications, and the core field service management SaaS application. It does not apply to any third-party websites, applications, or services that you choose to connect to Service Opus, which are governed by their own respective privacy policies.

2. Information We Collect

We collect information directly from you, automatically as you navigate and interact with the Services, and from other third-party sources. The categories of information we collect include:

A. Information You Provide Directly

• Account and Registration Info: First and last name, business email, business phone number, company name, address, job title, login credentials, and account settings.
• Billing and Transaction Data: Credit card, bank account, and subscription information. Note that payment details are collected and processed directly by our third-party payment processor (Stripe) on our behalf. We only retain limited metadata such as card type and expiration date.
• Communications and Support: Contact details, support tickets, recordings or transcripts of customer service calls, and message text submitted via support chat, contact forms, or email.
• Integration Credentials: Credentials and API tokens required to connect third-party platforms (e.g., QuickBooks Online, Xero) to your Service Opus account.

B. Information Collected Automatically

• Usage Data: Pages viewed, features clicked, interaction paths, search terms, referring/exit pages, and dates and times of visits.
• Device Information: IP address (from which approximate location may be inferred), browser type, operating system version, device manufacturer, unique device IDs, and screen resolution.
• Telemetry, Metrics, and Logs: Diagnostic data, load times, system events, and error logs. We utilize performance-monitoring tools like Cloudflare (including CDN and web application firewalls) and Grafana Cloud to log application metrics, security events, and performance diagnostics.
• Cookies and Tracking Technologies: Cookies, web beacons, and pixels to recognize you, store preferences, analyze behavior, and secure accounts. Please refer to Section 5 for details on managing tracking technologies.

C. Information from Other Sources

To the extent permitted by law, we may collect information from affiliates, marketing partners, directory databases, and public records to enrich our records and personalize our outreach. If you interact with our social media profiles (e.g., LinkedIn), we may receive your profile name, comments, and other public interactions.

3. How We Use Your Information

We use the information we collect for the following business and operational purposes:

• Provide and Manage Services: Administer accounts, process subscriptions, enable jobs, scheduling, invoicing, payments, accounting sync, and support.
• Customer Support: Troubleshoot technical issues, handle inquiries, and improve documentation.
• Communications: Send product announcements, administrative alerts, security updates, and promotional newsletters (subject to communication preferences).
• Metrics and Optimization: Monitor service health, analyze performance bottlenecks, compile product analytics, and optimize database and server capacity.
• Security and Fraud Prevention: Detect and investigate suspicious logins, abuse, spam, hacking attempts, or violations of our Terms of Service.
• Legal Compliance: Meet accounting requirements, protect our intellectual property, and comply with law enforcement or regulatory requests.

SMS and Text Messaging Consent Disclosures: Service Opus supports automated text messaging (SMS) for dispatch alerts, technician arrival tracking, appointment confirmations, and links to invoices or quotes on behalf of our business customers.
Mobile information collected for SMS/text messaging consent will not be shared with third parties or affiliates for their direct marketing or promotional purposes.
By opting in to receive SMS messages from Service Opus, you agree to receive automated informational and operational text messages. Message frequency varies based on active jobs and scheduling needs. Standard message and data rates may apply. You can reply HELP for assistance at any time, or reply STOP to cancel and opt out of future messages.

4. How We Share Information

We do not sell personal information or share it for cross-context behavioral advertising. We disclose information in the following limited circumstances:

• Service Providers: We share data with trusted vendors that perform services on our behalf (e.g., Microsoft Azure for cloud hosting, Stripe for payments, Cloudflare for security and edge caching, Grafana Cloud for centralized logging and telemetry, and email delivery platforms). These providers are contractually bound to protect your data and only use it as directed.
• Account Administrators and Employers: If you are a user under a corporate subscription, your company's administrators can see your account status, permissions, login history, and actions taken within the system.
• Customer-Authorized Integrations: If you enable accounting integrations (e.g., QuickBooks Online, Xero) or other third-party extensions, data will be shared with those platforms according to your settings.
• Corporate Transactions: In connection with a merger, sale of assets, reorganization, financing, or acquisition, data may be transferred to successor entities.
• Legal and Safety Reasons: We may share data to comply with legal process, respond to court orders or subpoenas, protect the safety of users, defend our rights, or investigate fraud.
• De-Identified Data: We may share aggregated or de-identified data that does not identify individuals or specific customer businesses for industry analysis or research.

5. Cookies, Analytics, and Advertising

We use cookies to keep sessions active, remember preferences, and verify authenticity. We may use third-party analytics services (such as Google Analytics) to help us understand how users navigate our site. You can control cookies through your browser's settings or using extension options. Blocking necessary cookies may prevent parts of the website or field service application from functioning correctly.

6. Security, Retention, and Transfer

A. Security

We maintain administrative, physical, and technical safeguards designed to protect personal information from unauthorized access, use, or disclosure. This includes data encryption in transit and at rest, automated vulnerability scanning, and logging of administrative activities. However, no transmission over the Internet can be guaranteed 100% secure.

B. Retention

We retain your information for as long as your account is active, as needed to provide the Services, to maintain historical business records for billing and compliance, and to resolve disputes. After subscription termination, we may delete or de-identify accounts in accordance with our system backup retention cycles and Agreements.

C. International Transfers

Service Opus is headquartered in the United States and uses server infrastructure located in the United States. All database timestamps and writes are strictly recorded in Coordinated Universal Time (UTC). If you access our Services from outside the United States, you acknowledge that your information will be transferred to and processed in the United States, where privacy regulations may differ from those in your jurisdiction.

7. Your Rights and Choices

Depending on your jurisdiction (including various U.S. states such as California, Colorado, Texas, Virginia, and others), you may have the right to request:

• Access: A copy of the personal information we hold about you.
• Correction: Updates or corrections to inaccurate personal data.
• Deletion: Removal of your personal data, subject to legal and contractual exceptions.
• Portability: A machine-readable copy of the data you provided.
• Opt-Out of Marketing: You can opt out of promotional emails by clicking the "unsubscribe" link at the bottom of any marketing message, or by emailing us at the address below.

To exercise these rights, please contact us at [email protected]. We may require identity verification before processing your request.

8. Notice to California Residents (CCPA)

Under the California Consumer Privacy Act (CCPA), as amended, California residents are entitled to specific disclosures. Service Opus does not "sell" or "share" personal information as defined by the CCPA.

9. Links to Third Party Sites

Our Services link to or integrate with third-party sites (such as payment checkouts, maps, and accounting dashboards). We do not control and are not responsible for the privacy practices of these third parties. We encourage you to read their privacy statements before submitting personal information.

10. Children's Privacy

Service Opus is a business platform and is not directed at children under the age of 16. We do not knowingly collect personal information from individuals under 16. If we discover we have collected data from a child under 16, we will delete it immediately.

11. Notice to Customer End Users

If you are an employee, technician, vendor, subcontractor, or customer of a trades business that uses Service Opus, your use of the platform is governed by that business's policies. The business customer controls and administers your account, determines what data is collected, and can view all actions, notes, location details, and communications. Please contact your administrator or refer to your organization's internal policies for privacy inquiries or to exercise your privacy rights.

12. Changes to This Policy

We may update this Policy from time to time. We will post the revised version on this page and update the "Last Updated" date. If we make material changes, we will provide a more prominent notice (such as an in-app banner or email alert) before the changes take effect.

13. Contact Us

If you have any questions or concerns about this Privacy Policy, please contact us:

• By email: [email protected]
• By visiting our support center: Support Center