Terms of Service

These Terms of Service ("Terms") govern your access to and use of the IT Service Management (ITSM) platform and related notification services operated by Decoding IT ("we", "us", or "our"), including automated notifications delivered via WhatsApp Business.

By accessing our platform or receiving notifications from us, you agree to be bound by these Terms. These Terms apply to users in the following regions:

1. About Our Services

Decoding IT provides an IT Service Management platform that enables organisations to manage, track, and resolve IT service requests and incidents. As part of this platform, we offer automated WhatsApp Business notifications to keep staff and customers informed of:

• New IT support ticket creation
• Ticket assignment to a staff member
• Status updates and resolution of tickets
• Other service-related alerts as configured by your organisation

2. Eligibility and Account Access

Access to our platform is provided by your employer or subscribing organisation ("Customer"). You represent that:

• You are at least 18 years of age
• You are authorised by your organisation to use this service
• The phone number you have registered is your own and is WhatsApp-enabled
• All information you provide is accurate and current

3. WhatsApp Business Notifications

We deliver automated service notifications via the Meta WhatsApp Business API. By providing your WhatsApp number for use with our platform:

• You consent to receiving transactional notifications related to IT service tickets
• You acknowledge that your phone number and message content will be processed by Meta Platforms, Inc. subject to WhatsApp's Legal Terms
• You understand that message delivery depends on WhatsApp's availability and your device connectivity
• You may opt out of WhatsApp notifications at any time by contacting your administrator or emailing us

4. Acceptable Use

When using our platform, you agree not to:

• Access or attempt to access accounts, data, or systems you are not authorised to use
• Interfere with or disrupt the operation of the platform
• Use the platform for any unlawful purpose or in violation of applicable local law
• Attempt to reverse-engineer, copy, or resell any part of the platform
• Share your login credentials with unauthorised individuals

5. Data and Privacy

Your use of our services is also governed by our Privacy Policy, which is incorporated into these Terms by reference. It describes how we handle personal data in compliance with applicable laws in Oman, UAE, and India. Please review it carefully.

6. Region-Specific User Rights and Obligations

🇴🇲 Oman

Users in Oman have rights under the Personal Data Protection Law (Royal Decree No. 6/2022), including the right to access, correct, and request deletion of their personal data. Disputes shall be resolved under Omani law.

🇦🇪 UAE

Users in the UAE have rights under Federal Decree-Law No. 45 of 2021, including rights of access, correction, deletion, and data portability. We comply with the UAE Data Office's requirements for processing personal data of UAE residents.

🇮🇳 India

Users in India have rights under the Digital Personal Data Protection Act, 2023 (DPDPA), including the right to consent, correction, erasure, and grievance redressal. We provide a designated contact for grievances and will respond within 30 days. Indian users may also have protections under the Information Technology Act, 2000 and the IT (Amendment) Act, 2008.

7. Availability and Maintenance

We strive to maintain a reliable platform but do not guarantee uninterrupted service. The platform may be temporarily unavailable due to:

• Scheduled maintenance (communicated in advance where possible)
• Emergency patches or security updates
• Circumstances beyond our reasonable control, including third-party outages (including WhatsApp/Meta)

8. Intellectual Property

All software, content, logos, and materials provided through our platform are the property of Decoding IT or its licensors and are protected by applicable intellectual property laws. You may not reproduce, distribute, or create derivative works without our prior written consent.

9. Limitation of Liability

To the maximum extent permitted by applicable law in your jurisdiction, Decoding IT shall not be liable for:

• Any indirect, incidental, or consequential loss arising from your use of the platform
• Failure or delay in delivering WhatsApp notifications due to Meta's platform availability
• Loss or corruption of data caused by factors outside our reasonable control
• Actions taken by third parties including Meta Platforms, Inc.

Our total liability in any matter arising from these Terms shall not exceed the amount paid by the relevant Customer for the service in the month in which the issue arose.

Nothing in these Terms limits liability for fraud, wilful misconduct, or liability that cannot be excluded under mandatory applicable law.

10. Indemnification

You agree to indemnify and hold harmless Decoding IT from any claims, damages, or expenses (including reasonable legal fees) arising from your breach of these Terms or misuse of the platform.

11. Third-Party Services

Our platform integrates with third-party services including the Meta WhatsApp Business API. Your use of WhatsApp notifications is additionally subject to Meta's own terms and policies. We are not responsible for the availability, practices, or content of third-party services.

12. Termination

We reserve the right to suspend or terminate your access to the platform if you breach these Terms or if instructed by your organisation. Upon termination, your right to use the service ceases immediately. Provisions that by their nature survive termination — including intellectual property, limitation of liability, and governing law — will continue to apply.

13. Changes to These Terms

We may update these Terms from time to time to reflect changes in our services or applicable law. We will notify users of material changes by email or through the platform at least 14 days before they take effect. Continued use of the platform after the effective date constitutes acceptance of the revised Terms.

14. Governing Law and Dispute Resolution

These Terms are governed by and construed in accordance with the laws applicable in the country where the Customer's primary operations are based:

• Oman customers: Laws of the Sultanate of Oman; courts of Oman have exclusive jurisdiction
• UAE customers: Laws of the United Arab Emirates; courts of the UAE have exclusive jurisdiction
• India customers: Laws of the Republic of India; courts of competent jurisdiction in India shall apply

We encourage resolution of disputes through good-faith negotiation before commencing formal proceedings.

15. Contact Us

If you have questions about these Terms or our services, please contact us:

• Company: Decoding IT
• Email: legal@decodingit.com
• Website: https://decodingit.com
• Regions served: Sultanate of Oman  |  United Arab Emirates  |  India