Terms and Conditions

1. About us and these terms

These Terms and Conditions apply to use of openerpsolutions.co.uk, demonstrations and enquiries, and to technology, software, artificial intelligence (AI), automation, communications and CCTV analytics services supplied by OpenERP Solutions ("we", "us" or "our").

Contact: [email protected]

A separately signed quotation, statement of work, order form, service-level agreement or data processing agreement (DPA) will specify the deliverables, fees, service configuration and any different contractual terms. If documents conflict, the signed service agreement takes precedence for that service, except where mandatory law requires otherwise.

2. What we provide

Depending on the engagement, our services may include AI receptionists, voice agents, customer-service tools, website chat, workflow automation, system integration, analytics, CCTV-assisted observations and alerts, local AI deployments, private-cloud solutions and associated support.

Demonstrations, prototypes and illustrative outputs are for evaluation unless expressly identified as production-ready. Functions, integrations and capabilities are confirmed in the individual service specification; features described on our website are not guaranteed to be available for every project.

3. Privacy by design

We aim to minimise the personal information needed to deliver a service. We will discuss, document and, where practicable, configure:

• Purpose: what is processed and the permitted use of the information.
• Location: whether processing occurs locally, on the customer's equipment, in a private cloud or through a named external provider.
• Access and retention: who can access information, how long it is kept and how it will be deleted or returned.
• Controls: proportionate access restrictions, encryption where suitable, audit logging and incident procedures.

Customer content is not used to train our own general-purpose AI models, sold to data brokers or disclosed to advertising networks. Any additional use would require a separate, clearly explained arrangement and a valid legal basis. Our full handling of personal information is set out in the separate Privacy Notice.

4. Third-party technology and customer choice

Some services may require specialist providers, such as ElevenLabs for voice generation or conversational speech, or other suppliers for hosting, telephony, transcription, messaging or AI processing.

Before implementing a provider that will receive identifiable customer or end-user information, we will explain the provider's identity, function, categories of information involved, intended hosting/processing arrangements, relevant international transfers and material privacy implications. Where we act as a processor, use of a sub-processor is subject to the customer's prior specific or general written authorisation and appropriate contractual safeguards.

We assess relevant providers' contractual and security commitments and require appropriate data-protection protections. We cannot promise that a third party will have no security incidents or that all providers offer identical privacy controls. The agreed list of providers, configurations and any restrictions will be recorded in the customer service schedule or DPA.

Privacy-first alternatives: where feasible, we can propose processing on local devices, on-premises servers or private-cloud infrastructure, with reduced or no routine transfer of service content to external AI providers. Technical dependencies, remote support, updates and any remaining external connectivity will be disclosed before selection. Such alternatives can differ in cost, functionality and maintenance responsibility.

5. Roles and responsibilities for personal information

For our own website, sales enquiries, invoicing and account administration, we will generally act as a data controller. When handling a customer's CCTV footage, call recordings or other information solely to provide contracted services on that customer's documented instructions, we will generally act as a data processor. Actual roles depend on the specific arrangement and will be agreed in writing.

Customers acting as controllers remain responsible for determining their lawful basis, providing suitable notices, handling data-subject requests and deciding what data to collect, how long to retain it and what uses are proportionate. A DPA will be put in place wherever required by law; these public terms do not replace that DPA.

6. CCTV, audio and AI-assisted monitoring

Customers using cameras, microphones, analytics or automated alerts must ensure that their deployment is lawful, necessary, proportionate and transparent, including appropriate signs and privacy information where required. Monitoring of employees, visitors or members of the public may require a data protection impact assessment (DPIA) before use.

Our CCTV AI tools are intended to assist human operators, not to establish guilt, make definitive allegations or substitute for professional judgement. Object and behaviour alerts can produce false positives or miss events. The customer must provide suitable human review, reasonable access controls and appropriate processes for challenging or correcting decisions.

Unless specifically assessed and agreed, audio recording, face recognition, identification using biometrics and other intrusive monitoring features are not part of the default service design. Customers must not direct the service towards unlawful surveillance, covert monitoring without a lawful basis or discriminatory profiling.

7. AI outputs and human oversight

AI-generated replies, summaries, alerts, predictions, transcriptions and recommendations may be inaccurate, incomplete or unsuitable for some circumstances. The customer is responsible for using appropriate human supervision and for verifying material facts before taking consequential action. We will agree any human-review or escalation controls that are part of the contracted service.

No service should be treated as a guaranteed emergency-response, life-safety or law-enforcement system unless a separate agreement expressly covers that purpose and its required standards.

8. Customer obligations

Customers must provide lawful instructions, accurate project information, appropriate authority to connect equipment and systems, and access only to information needed for delivery. Customers must protect their own credentials, make reasonable use of service security controls and promptly notify us of suspected misuse or incidents.

Customers must not upload or instruct us to process data they are not authorised to provide, or use the service to breach privacy, intellectual-property or other applicable law.

9. Confidentiality and information security

Each party must safeguard confidential information disclosed for the engagement and use it only for the agreed purposes, except where disclosure is authorised or required by law. We restrict information access to personnel and authorised service providers who need it, subject to appropriate confidentiality arrangements.

We use proportionate technical and organisational security measures suitable for the service and risks involved, as recorded in the agreement. No internet-connected system can be guaranteed completely secure; we will respond to incidents and provide required notifications in accordance with applicable law and contract terms.

10. Data retention and return

The service agreement or DPA will record applicable retention periods, deletion arrangements and any backup limitations. At the end of a processing engagement, customer personal data will be returned or deleted at the customer's choice, subject to lawful retention requirements and documented technical limitations.

We do not claim a universal CCTV or call-recording retention period: each deployment must have a justified schedule based on its purposes and legal requirements.

11. Fees, changes and support

Fees, expenses, payment dates, service levels, renewal terms, cancellation rights and any chargeable third-party usage will be explained in the applicable quotation or service agreement. Work or material changes outside the agreed scope may need a revised estimate and written approval. Website descriptions alone do not constitute a binding quotation.

12. Intellectual property

The customer retains ownership or other applicable rights in the content and information it provides. Unless a signed agreement states otherwise, our pre-existing software, reusable methods, templates and know-how remain ours or our licensors'. Rights to commissioned deliverables, third-party components and licence restrictions will be set out in the service agreement. Neither party gains ownership of the other's confidential information merely by receiving it.

13. Availability, warranty and liability

We will use reasonable skill and care when delivering agreed services. Service availability, maintenance, remedies and any limitation of liability are governed by the signed contract, subject to applicable law. Nothing in these terms excludes or restricts liability that cannot lawfully be excluded, including liability for fraud or for death or personal injury caused by negligence, or removes mandatory consumer rights where they apply.

14. Ending a service

Termination rights and notice periods will be stated in the relevant agreement. On termination we will cooperate with agreed data export, access removal and return or deletion arrangements, subject to any legal obligations, outstanding charges and third-party contract constraints already disclosed.

15. Website content, external links and changes

Website information is provided for general information and may change. External links lead to independent organisations with their own terms and privacy practices. We will publish updated terms with a revised date; changes to existing contracted services will follow the change provisions of the applicable agreement rather than silently overriding it.

16. Governing law and contact

Unless a signed agreement specifies otherwise, these terms are governed by the laws of England and Wales, subject to mandatory legal protections applicable to the customer. For service enquiries, privacy questions or a copy of relevant provider information, contact [email protected].