Privacy & Confidentiality Policy

Independent OJS, OMP, and OPS Technical Support Center respects the privacy and confidentiality of all clients, including journals, universities, research centers, academic publishers, editorial teams, technical administrators, and other users who submit information or materials for technical assessment or service delivery.

This policy explains how we collect, use, protect, and handle personal information, technical details, website information, platform files, screenshots, error messages, database-related materials, hosting information, and other materials submitted to us.

1. Information We May Collect

When you contact us or submit a technical support request, we may collect information such as:

Full name
Email address
Phone or WhatsApp number
Country or institution location
Institution, journal, publisher, or website name
Website URL
Platform type, such as OJS, OMP, or OPS
Requested service
Technical issue description
Urgency level and timeline requirements
Payment-related information when applicable

2. Technical Materials We May Receive

Depending on the requested service, clients may submit technical or publishing-related materials such as:

Error screenshots or system messages
OJS, OMP, or OPS version information
Plugin or theme information
Hosting or server details
Email configuration details
Metadata, XML, DOI, or Crossref-related files
Backup files or database exports, only when specifically required
Technical reports, developer notes, or hosting support replies
Any files or instructions needed to assess or deliver the requested service

Clients should not submit passwords, private keys, full server credentials, database passwords, or sensitive access details through public forms. If access is required, secure sharing instructions will be provided after the request is reviewed and the scope of work is agreed.

3. How We Use Submitted Information

Submitted information and files are used only for purposes related to the requested technical support service, including:

Reviewing and assessing the request
Preparing a quotation
Identifying the required technical scope
Communicating with the client
Assigning the request to an appropriate specialist
Delivering the agreed technical support service
Managing payment, milestones, and service records
Improving internal workflow and service quality

We do not sell client information, journal data, website files, database materials, or submitted technical information to third parties.

4. Confidentiality of Client Materials

All submitted technical information, screenshots, website details, platform files, database materials, journal files, institutional information, and client communications are treated as confidential.

We do not publish, sell, distribute, or disclose submitted materials except when necessary to assess or deliver the requested service, when authorized by the client, or when required by law.

5. Who May Access Client Information

Client information and files may be accessed only by authorized individuals involved in assessment, coordination, or service delivery. These may include:

Technical support specialists
Server or hosting specialists
Plugin and integration specialists
Email configuration specialists
Theme and interface specialists
Metadata or XML support specialists
Project coordinators or administrative support staff

Access is limited to what is necessary for the specific service requested.

6. Data Storage and Security

We take reasonable measures to protect submitted information and files from unauthorized access, loss, misuse, or disclosure. However, no electronic transmission or storage method can be guaranteed to be completely secure.

Clients are encouraged to submit only the information and files needed for assessment and service delivery.

7. Third-Party Tools and Service Providers

We may use reliable third-party tools for communication, file transfer, hosting, payment processing, technical work, project management, or service delivery.

Where possible, we aim to limit access to client materials and use such tools only as needed to support the requested service.

8. Payment Information

When payment is made through bank transfer, online payment tools, or third-party payment gateways, payment information may be processed by external payment providers.

Independent OJS, OMP, and OPS Technical Support Center does not store full payment card details unless they are handled through a secure and authorized payment system.

9. Client Responsibility

Clients are responsible for ensuring that they have the right and authority to submit the materials, website details, platform information, files, and technical data provided to us.

Clients should not submit confidential institutional, private, restricted, or third-party materials unless they are authorized to do so.

10. File Retention and Deletion

We may retain submitted files and project records for a reasonable period for service delivery, revision support, administrative records, dispute resolution, or legal compliance.

Clients may request deletion of submitted files or personal information by contacting us. Some records may need to be retained where required for payment, administrative, legal, or compliance purposes.

11. Independent Service Notice

Independent OJS, OMP, and OPS Technical Support Center is an independent technical support service provider. It is not PKP and is not officially affiliated with, endorsed by, or operated by the Public Knowledge Project unless explicitly stated.

12. Policy Updates

We may update this Privacy & Confidentiality Policy from time to time. Updated versions will be posted on this page.

13. Contact

If you have questions about privacy, confidentiality, or file handling, please contact us:

Email: info@isrra.org
P.O.Box: 255, Postal Code: 11941
Location: Amman, Jordan
WhatsApp: 00962788780593
Office Hours: 24 hours