Privacy Policy

Effective date: 1 January 2025
Last updated: 1 January 2025

Introduction

RemoteOps ("we", "us", "our") operates the RemoteOps platform for field service management. This Privacy Policy explains how we collect, use, disclose, and safeguard your personal data when you use our platform, website, and mobile applications. We are committed to protecting your privacy and processing your data in accordance with the General Data Protection Regulation (GDPR) and applicable EU member state laws.

Data Controller

RemoteOps is the data controller for the personal data collected through our website and platform. For personal data processed on behalf of our business customers (tenant organisations), RemoteOps acts as a data processor. See our Data Processing Agreement for details.

Data We Collect

Account Data

When you create an account, we collect your name, email address, organisation name, role, and preferred language. If you subscribe to a paid plan, we collect billing information processed through our payment provider.

Usage Data

We collect information about how you interact with the platform, including pages visited, features used, work orders created, and search queries. This data helps us improve the platform and provide support.

Device Data

When you use our mobile app, we may collect device type, operating system version, app version, and push notification tokens. Location data is collected only when the technician actively uses navigation features and has granted permission.

Call Metadata

The platform processes call metadata (caller number, called number, timestamp, duration) to identify assets and route calls. We do not record call audio unless explicitly configured by the tenant administrator.

How We Use Your Data

• To provide and operate the RemoteOps platform, including asset identification, work order management, and technician dispatch.
• To analyse usage patterns and improve platform features, performance, and reliability.
• To maintain audit trails and documentation required by industry regulations (EN 81-28, BS 5839, etc.) as configured by your organisation.
• To send transactional notifications (work order assignments, SLA alerts) and, with your consent, product updates and announcements.

Legal Basis for Processing

We process your personal data under the following GDPR Article 6 legal bases: (a) your consent, where explicitly given; (b) performance of a contract, when processing is necessary to provide the services you have subscribed to; (c) legitimate interests, for platform improvement, security, and fraud prevention; (d) legal obligation, when processing is required to comply with applicable laws and regulations.

Data Sharing and Sub-processors

We do not sell your personal data. We share data only with sub-processors necessary to operate the platform (hosting, email delivery, payment processing). All sub-processors are bound by data processing agreements that require GDPR-level protection. A current list of sub-processors is available upon request.

International Data Transfers

Your data is stored and processed within the European Union. In cases where data must be transferred to sub-processors outside the EU (e.g., for email delivery), we rely on Standard Contractual Clauses (SCCs) approved by the European Commission to ensure adequate protection.

Data Retention

We retain your personal data for as long as your account is active or as needed to provide services. After account termination, we retain data for a maximum of 90 days before permanent deletion, unless a longer retention period is required by law or requested by your organisation for compliance purposes.

Your Rights

Under the GDPR (Articles 15-22), you have the following rights regarding your personal data:

• Right of access — obtain a copy of your personal data and information about how it is processed.
• Right to rectification — correct inaccurate or incomplete personal data.
• Right to erasure — request deletion of your personal data when it is no longer necessary for the purposes it was collected.
• Right to data portability — receive your personal data in a structured, machine-readable format.
• Right to restriction — request that we limit the processing of your personal data in certain circumstances.
• Right to object — object to processing of your personal data based on legitimate interests.

To exercise any of these rights, contact us at privacy@remoteops.app. We will respond within 30 days.

Cookies and Tracking

We use strictly necessary cookies for authentication and session management. We do not use advertising cookies or third-party tracking pixels. Analytics cookies are only used with your explicit consent and can be disabled at any time through your browser settings.

Children's Privacy

RemoteOps is a business-to-business platform not intended for use by individuals under the age of 16. We do not knowingly collect personal data from children.

Changes to This Policy

We may update this Privacy Policy to reflect changes in our practices or applicable law. We will notify you of material changes via email or a prominent notice on the platform at least 30 days before the changes take effect.

Contact and Data Protection

For questions about this Privacy Policy or to exercise your data protection rights, contact us at privacy@remoteops.app.