Terms of Service

These Terms of Service ("Terms") govern your use of the Oncallz web application, the Oncallz mobile apps and related services (the "Service"). By creating an account or using the Service, you agree to these Terms. If you use the Service on behalf of an organization, you confirm that you may accept these Terms for it, and "you" includes that organization.

Who provides the Service?

The Service is operated by the Oncallz team, reachable at support@oncallz.com. We will update these Terms with the name of the operating entity once it is registered.

Use of the Service

Oncallz provides on-call scheduling, incident response, escalation and notification tools. You are responsible for activity under your account and for keeping your credentials secure. You agree to use the Service only for lawful purposes and in accordance with these Terms.

Accounts and organizations

You must provide accurate account information. Each organization has its own workspace. The organization's owner and administrators are responsible for managing access for their members, for the integrations and providers they connect, and for the settings they choose. We may suspend accounts that violate these Terms or that are used to harm the Service or others.

Is the Service free?

You can create a workspace and use the Service without a credit card. At the moment there is no charge until your organization chooses to subscribe, and we do not enforce usage limits on workspaces without a subscription. We may introduce limits or require a subscription in the future; if we do, we will tell account owners in advance by email or in the app.

Subscriptions and billing

• Price: one plan with every feature included, priced at $4 per user per month and billed quarterly, which is $12 per user every 3 months. Prices are in US dollars. The price shown at checkout is the one that applies.
• Merchant of record: subscriptions are sold and billed by Lemon Squeezy, which acts as our reseller and merchant of record. Lemon Squeezy processes your payment, calculates and collects any applicable sales tax or VAT, and issues your invoices. Its own terms apply to the purchase.
• Seats: you pay per seat. The number of seats billed is the number of active users in your organization, or the number of seats you have committed to, whichever is higher. Deactivated users do not count.
• Automatic quantity sync: when active users are added or removed, we update your subscription quantity automatically. Added seats are invoiced right away on a prorated basis. Removed seats are credited toward your next invoice, following Lemon Squeezy's proration.
• Committed seats: the owner can commit to more seats than you currently use, to buy ahead for a growing team. The committed number can later be lowered, but not below the current number of active users.
• Renewal: subscriptions renew automatically at the end of each billing period until cancelled.
• Cancellation: the owner can cancel at any time from the billing page, which opens the Lemon Squeezy customer portal. The same portal is used to update the payment method and view invoices.
• Price changes: if we change the price, we will tell account owners before the change applies to their next billing period.

For billing questions, contact support@oncallz.com.

SMS and voice costs

SMS and voice pages are sent through your organization's own provider account (Twilio or Vonage for SMS, Twilio for voice calls). The provider bills your organization directly for messages and calls, at its own rates. Oncallz does not resell or mark up these charges, and they are not included in the subscription price. You are responsible for your provider account, its costs and your compliance with its terms.

Your data

Your organization owns the data it puts into the Service, including incidents, alert payloads, schedules, comments and post-mortems. You give us permission to host, process and transmit that data only as needed to provide, secure and support the Service, as described in our Privacy Policy. We do not sell your data and do not use it for advertising. You are responsible for having the right to send us the data you send, including personal data in alert payloads.

Acceptable use

You agree not to:

• use the Service to send spam, unsolicited messages or calls to people who have not agreed to receive pages from your organization;
• attempt to access another organization's data, probe or bypass security controls, or test vulnerabilities in ways that affect other customers (see our Security page for how to report issues);
• overload the Service, for example by flooding integration endpoints, or interfere with its operation;
• upload malicious code or content that is unlawful or infringes others' rights;
• resell or provide the Service to third parties as a standalone product without our written agreement.

Notifications

The Service can deliver alerts by push, SMS, voice and email. Delivery depends on third-party networks, carriers, push services and your own provider accounts, and cannot be guaranteed. You are responsible for ensuring your device and contact settings are configured to receive pages, and for keeping a verified phone number if you rely on SMS or voice.

Availability

We work to keep the Service available and reliable, but we do not offer an uptime commitment or service level agreement (SLA). The Service may be interrupted for maintenance, updates or reasons outside our control, such as failures of hosting, network, carrier or other third-party services.

Third-party services and AI features

The Service connects to third-party services that you choose, such as Twilio, Vonage, Slack, Microsoft Teams, your monitoring tools and your AI provider. Your use of those services is governed by their own terms, and we are not responsible for them. AI investigation results and suggestions are generated automatically, can be wrong and should be checked by a person before you rely on them.

Termination

You can stop using the Service at any time. Any user can delete their own account, and the owner can cancel the subscription as described above. When the last member of an organization deletes their account, the workspace and its data are deleted; see Delete Your Account and Data. We may suspend or terminate access if you seriously or repeatedly breach these Terms, if required by law, or to protect the Service or other users. Where reasonable, we will give notice first.

Disclaimer

The Service is provided "as is" and "as available", without warranties of any kind, whether express or implied, to the maximum extent permitted by law.

Limitation of liability

To the maximum extent permitted by law, Oncallz is not liable for any indirect, incidental, special or consequential damages, or for lost profits, revenue or data, arising from use of, or inability to use, the Service, including missed or delayed notifications. Our total liability for any claim relating to the Service is limited to the amount your organization paid for the Service in the 12 months before the claim arose. Nothing in these Terms limits liability that cannot be limited by law.

Changes

We may update these Terms from time to time. The date at the top of this page shows the latest revision. For material changes, we will notify account owners by email or in the app before they take effect. Continued use of the Service after changes take effect constitutes acceptance of the updated Terms.

Contact

Questions about these Terms? Contact support@oncallz.com.