Tower Operator Platform Terms
LenzIQ cloud platform • United Kingdom standard terms
| Terms version | 1.1 |
| Effective date | 31 July 2026 |
| LenzIQ | LenzIQ Technologies Limited |
| Applies to | Tower operator and authorised client-access arrangements |
These Terms are incorporated into each applicable LenzIQ web Order Form, signed Order Form or other order document that expressly references them. The customer-specific commercial details, pricing, term, commencement date and agreed variations are set out in that Order Form.
The Order Form and these Terms together form the Agreement. If an Order Form expressly overrides a particular provision of these Terms, the Order Form prevails to the extent of that stated override.
General Terms
1. Definitions and interpretation
1.1 “Applicable Data Protection Law” means the UK GDPR and Data Protection Act 2018, each as amended or supplemented including by the Data (Use and Access) Act 2025, PECR, and, where applicable, the EU GDPR and other binding privacy laws governing the processing.
1.2 “Authorised User” means an individual authorised by the Customer or an approved End Customer to access the Service.
1.3 “Customer Data” means all data, configurations, account records, images, video, audio, events, reports, device data and personal data submitted to, transmitted through or generated for the Customer through the Service, excluding anonymised and aggregated service telemetry that does not identify the Customer or an individual.
1.4 “Documentation” means LenzIQ’s then-current user, commissioning, support and technical materials made available for the Service.
1.5 “End Customer” means a third party receiving security, tower, monitoring or related services from the Customer and given approved access to the Service.
1.6 “Registered Unit” means a CCTV tower or other authorised field unit recorded and enabled within the Customer environment. A unit remains billable while registered, whether deployed, dormant or temporarily offline, until de-registered through the Service or otherwise disabled by LenzIQ following a valid request.
1.7 “Service” means LenzIQ’s hosted fleet-management, device-management, video, alert, reporting and associated platform services described in the Order Form and Documentation.
2. Agreement structure and orders
2.1 The Agreement comprises the applicable Order Form, these General Terms, the Service Schedule, the Data Processing Schedule and each signed Statement of Work. The Order Form prevails over these Terms only where it expressly identifies the provision being overridden, and a Statement of Work prevails for its specific professional services.
2.2 No purchase order, supplier portal term or Customer standard term will amend the Agreement. Administrative references on a purchase order do not create additional contractual terms.
2.3 LenzIQ may reject an order where technical due diligence, sanctions checks, credit checks, security requirements or third-party dependencies make delivery impracticable.
3. Provision of the Service
3.1 LenzIQ will provide the Service with reasonable skill and care, substantially in accordance with the Documentation and the service levels in Schedule 1.
3.2 LenzIQ may update the Service to improve security, reliability, interoperability or functionality, provided that it does not materially reduce the overall core functionality during a paid term.
3.3 The Service is a management and visibility platform that assists the Customer in managing and obtaining visibility of security equipment and related information. Unless expressly stated in the Order Form, it is not an alarm receiving centre, emergency service, guarding service, insurance product or guarantee that any incident, equipment failure, crime or loss will be detected, prevented, transmitted, received or responded to.
3.4 The Customer remains responsible for its security design, risk assessment, lawful surveillance, equipment selection, commissioning, connectivity, alarm response, escalation procedures, business continuity and all decisions made using the Service. The Customer acknowledges that security equipment, communications networks, APIs, third-party systems and internet-connected services may fail, become unavailable or generate false, late or missed events, and must maintain alternative procedures proportionate to the risks at each site.
3.5 Beta, preview, trial and evaluation features may be changed or withdrawn at any time, may have usage or functionality limitations, and are excluded from availability commitments unless expressly stated otherwise in the Order Form.
4. Customer responsibilities
4.1 The Customer must provide accurate information, suitable equipment and connectivity, authorised technical contacts, timely cooperation and all permissions needed for LenzIQ to deliver the Service.
4.2 The Customer must keep credentials confidential, enforce appropriate role-based access and multi-factor authentication where offered or required, promptly remove leavers, and notify LenzIQ of suspected compromise.
4.3 The Customer must not: reverse engineer or attempt to extract source code except where a non-excludable law permits; introduce malware; conduct unauthorised penetration or load testing; circumvent technical or commercial limits; scrape the Service; use non-public APIs, SDKs, schemas, connectors or integration mappings to build or assist in building a competing platform; use the Service unlawfully; or interfere with other customers.
4.4 The Customer is responsible for Authorised Users and End Customers as if their acts and omissions were those of the Customer.
5. Charges, measurement and payment
5.1 Charges are exclusive of VAT and similar taxes. VAT will be added where legally required.
5.2 Recurring Unit Licence charges are calculated by calendar month, meaning the period from the first to the last day of each calendar month. The Customer’s Minimum Committed Units (if any) are charged for the full calendar month and are invoiced monthly in advance. One-off charges and approved expenses are invoiced as incurred. The platform Licence Ledger and Registered Unit records are the primary billing records, subject to correction for manifest error.
5.3 Where the number of Registered Units exceeds the Minimum Committed Units, each additional Registered Unit activated or registered during a calendar month is billable from the activation or registration date, whichever occurs first. The first-month charge for that additional Unit will be calculated on a daily pro-rata basis using: Monthly Unit Licence Fee × billable calendar days remaining in the month (including the activation date) ÷ total calendar days in that month. From the first day of the following calendar month, the full monthly Unit Licence Fee applies while that Unit remains billable. Activations that do not take the Customer above its Minimum Committed Units do not create an additional Unit Licence charge because the minimum commitment is already payable.
5.3a A Registered Unit that is de-registered, disabled at the Customer’s request, placed into depot, maintenance, dormant or offline status, or otherwise removed from active deployment during a calendar month remains billable through the last day of that calendar month. The reduction in billable Unit quantity takes effect from the first day of the following calendar month. No partial-month credit or refund is due, and the Minimum Committed Units remain payable in all cases.
5.4 The Customer must raise a good-faith invoice dispute within 15 days, pay all undisputed sums on time and provide reasonable evidence. Failure to issue a purchase order does not delay payment where the Customer has authorised the service.
5.5 Overdue sums accrue interest and recovery costs at the rate and on the basis permitted by the Late Payment of Commercial Debts (Interest) Act 1998, unless a lower mandatory local limit applies.
5.6 LenzIQ may suspend affected services on at least 10 business days’ written notice for material non-payment, unless the disputed sum is being addressed in good faith.
5.7 LenzIQ may change recurring prices on renewal by giving at least 30 days’ notice. During an initial fixed term, prices change only for agreed scope changes, taxes, third-party pass-through charges identified in the Order Form, or material increases requested by the Customer.
5.8 Each Registered Unit includes up to 250 GB of cloud video and media storage, not pooled between units, subject to a maximum standard retention period of 30 days. The included allowance is intended for alarm recordings, event footage, incident evidence, snapshots and manually retained clips. Continuous cloud recording is not included as standard.
5.9 Where a Registered Unit exceeds 250 GB in a billing month, additional storage is charged at £7.50 per 100 GB (or part thereof), per Registered Unit, per month, unless the Order Form states otherwise. Retention of 31–90 days requires an enhanced retention package; retention beyond 90 days requires a bespoke or archive service; continuous cloud recording is separately quoted.
5.10 LenzIQ may automatically remove video and media when the applicable retention period expires. Unless expressly included in the Order Form, SIM/mobile data, telecommunications, third-party cloud consumption and other third-party usage charges are the Customer’s responsibility. LenzIQ may charge agreed usage overages where it supplies those services.
6. Intellectual property
6.1 LenzIQ and its licensors retain all rights in the Service, software, Documentation, APIs, SDKs, schemas, connectors, integration mappings, database structures, templates, methods, platform logic, improvements and platform-generated know-how. No source code or ownership transfers to the Customer.
6.2 Subject to payment and compliance, LenzIQ grants the Customer a non-exclusive, non-transferable right during the Term to access and use the Service for the authorised business purpose and territories.
6.3 The Customer retains ownership of Customer Data and grants LenzIQ a limited licence to host, copy, transmit, process and display it solely to provide, secure, support and improve the Service, comply with law, and create aggregated anonymised analytics that do not identify the Customer or any individual.
6.4 Feedback may be used by LenzIQ without restriction or payment, provided it does not disclose Customer Confidential Information.
6.5 Except as expressly permitted by this Agreement, the Customer must not copy, commercialise, disclose or use non-public elements of the Service or its interfaces to create, benchmark for publication, or assist the development of a competing software service.
7. Operator use and client access
7.1 The Operator may use the Service to manage its own or lawfully controlled CCTV tower fleet and may grant controlled, role-appropriate access to clients receiving its tower, rental, monitoring or security services.
7.2 Client access is ancillary to the Operator’s tower or security services. For example, an Operator may include portal access with the rental or provision of a tower or managed service. The Operator may not sell or sublicense a standalone LenzIQ software subscription to an unrelated customer unless a separate signed manufacturer, reseller or channel agreement permits it.
7.3 The Operator remains responsible for client onboarding, permissions, first-line support, equipment, connectivity, commissioning, alarm-response processes and all charges under its Order Form. It must ensure each person or organisation receiving access accepts the then-current LenzIQ End User Terms presented through the platform or website, or other enforceable terms approved by LenzIQ as substantially equivalent.
7.4 The Operator must not make commitments, warranties or representations on LenzIQ’s behalf, alter or obscure proprietary notices except through approved branding features, or hold itself out as LenzIQ’s agent.
7.5 Where the Operator allocates or reallocates units, sites or client access, it must verify authorisation, preserve audit records and avoid disclosing one client’s data to another.
7.6 LenzIQ may communicate directly with technical or authorised End Customer contacts when reasonably needed to support or secure the Service, while keeping the Operator informed where practicable.
8. Third-party systems and integrations
8.1 The Service may interoperate with cameras, routers, controllers, VMS, monitoring platforms, cloud providers, ONVIF services, vendor APIs and other third-party systems. Those components remain subject to their suppliers’ terms, availability, licences, rate limits, authentication methods, certificates, firmware and technical changes.
8.2 LenzIQ will use reasonable efforts to maintain supported integrations but does not warrant that an integration will remain available indefinitely where a third party withdraws, restricts, charges for, changes or deprecates an API, protocol, licence, certificate, firmware or service. LenzIQ is not responsible for a third party outage, cybersecurity incident or incompatibility and may replace, modify or discontinue an affected integration where maintaining it is no longer technically or commercially reasonable. Where a material dependency is permanently withdrawn, the parties will discuss a reasonable workaround, remediation, change request or termination of the materially affected function.
8.3 The Customer warrants that it has authority to supply credentials, connect equipment and instruct data retrieval. It must not require LenzIQ to bypass vendor controls or use unsupported credentials.
9. Confidentiality
9.1 Each recipient must protect the other party’s non-public commercial, technical, financial and security information using at least reasonable care, use it only for the Agreement and disclose it only to personnel and advisers who need to know and are bound by confidentiality.
9.2 Confidentiality does not cover information lawfully known without restriction, independently developed, lawfully received from a third party, or public other than through breach.
9.3 A legally compelled recipient may disclose only what is required and, where lawful, give advance notice. Trade secrets remain protected while they remain trade secrets; other confidentiality obligations continue for five years after termination.
10. Data protection and security
10.1 The parties acknowledge that their respective roles under Applicable Data Protection Law depend on the relevant processing activity. Where the Customer determines the purposes and means of processing Customer personal data, the Customer acts as controller and LenzIQ as processor. Where the Customer processes personal data on behalf of another controller, LenzIQ may act as a sub-processor. Each party is responsible for the obligations applying to it in its relevant capacity. The Data Processing Schedule applies to processing carried out by LenzIQ on behalf of the Customer or an upstream controller.
10.2 The Customer is responsible for transparency notices, signage, lawful bases, retention decisions, audio-recording rules, data-subject responses and any required impact assessments concerning its surveillance and security operations.
10.3 LenzIQ will maintain appropriate technical and organisational measures proportionate to the Service, including access control, logical separation, vulnerability and patch management, backups, incident handling and personnel confidentiality.
10.4 No party warrants that security is absolute. Each party must promptly cooperate on material security incidents and avoid public statements naming the other without consultation unless legally required.
11. Warranties
11.1 Each party warrants that it has authority to enter into the Agreement. LenzIQ warrants that the Service will materially conform to the Documentation and professional services will be performed with reasonable skill and care.
11.2 If LenzIQ breaches clause 11.1, it will use reasonable efforts to correct or reperform the affected item. If it cannot do so within a reasonable period, the Customer may terminate the materially affected Service and receive a pro-rata refund of prepaid unused recurring charges.
11.3 Except as expressly stated, all implied warranties, conditions and terms are excluded to the fullest extent permitted by law, including uninterrupted or error-free operation, fitness for a particular security outcome, and compatibility with unsupported equipment.
12. Liability
12.1 Nothing excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, breach of statutory title obligations, or any liability that cannot lawfully be limited.
12.2 Neither party is liable for indirect or consequential loss, loss of profit, revenue, anticipated savings, goodwill, business opportunity or contracts. LenzIQ is not liable for loss of data except for reasonable restoration costs that are otherwise recoverable. These exclusions do not limit the Customer’s liability for charges due, misuse of LenzIQ intellectual property, breach of licence or acceptable-use restrictions, or amounts payable under an indemnity.
12.3 Subject to clause 12.1, each party’s aggregate liability arising in any rolling 12-month period is limited to 100% of charges paid or payable under the Agreement in that period. For breach of confidentiality, data-protection obligations or third-party intellectual-property infringement, the applicable cap is the greater of 200% of those charges and £100,000.
12.4 The limitations reflect that LenzIQ does not control the Customer’s equipment, communications, monitoring centre, response personnel, site conditions, third-party systems or criminal activity and that charges are not calculated as insurance against site loss. LenzIQ is not responsible for loss arising from the Customer’s reliance on the Service as the sole means of detecting, preventing or responding to a security incident.
12.5 The Customer will indemnify LenzIQ against third-party claims arising from unlawful surveillance, lack of required notices or permissions, Customer-supplied content, Customer equipment, or representations made by the Customer beyond the Agreement, except to the extent caused by LenzIQ’s breach.
13. Term, suspension and termination
13.1 The Agreement starts when the Customer validly accepts or signs the applicable Order Form (the “Agreement Date”). The paid Service begins on the Service Commencement Date stated in the Order Form and continues for the Initial Contract Term stated there. “0 months” means a rolling monthly term with no minimum initial commitment.
13.2 Unless the Order Form states otherwise, a fixed term renews for successive 12-month periods unless either party gives at least 30 days’ written notice before the current term ends. A rolling monthly term may be ended on 30 days’ notice.
13.3 Either party may terminate immediately by written notice if the other commits a material breach not remedied within 30 days of notice (10 business days for non-payment), becomes insolvent or ceases substantial business operations.
13.4 LenzIQ may immediately suspend access where reasonably necessary to contain a security threat, prevent unlawful use, protect the Service or comply with law. It will use reasonable efforts to limit scope and duration and keep the Customer informed.
13.5 Termination does not affect accrued rights. Charges committed for an unexpired fixed term remain payable where the Customer terminates for convenience or LenzIQ terminates for the Customer’s breach.
14. Exit and data return
14.1 For 30 days after expiry or termination, and subject to payment, the Customer may request a standard export of reasonably available Customer Data in LenzIQ’s then-supported format. Bespoke extraction or migration is chargeable.
14.2 After the export window, LenzIQ may delete Customer Data in accordance with its retention schedule, backups and legal obligations. Deleted backup data may remain securely isolated until overwritten in the ordinary cycle.
14.3 At termination the Customer must stop using the Service and Documentation, remove access credentials and cease use of LenzIQ marks. Clauses intended by nature to survive will survive.
15. General
15.1 Neither party is liable for delay caused by events beyond reasonable control, excluding payment obligations. The affected party must mitigate and keep the other informed.
15.2 Neither party may assign the Agreement without consent, not to be unreasonably withheld, except to an affiliate or in connection with a genuine sale of substantially all relevant business or assets. The Customer may not assign to a direct competitor of LenzIQ without consent.
15.3 LenzIQ may use subcontractors and remains responsible for their performance as required by the Agreement. Data sub-processors are governed by Schedule 2.
15.4 Notices concerning breach, termination or legal proceedings must be in writing and delivered by hand, pre-paid next-business-day post or email to the legal notice contacts in the Order Form. Operational messages may use the support channels.
15.5 The Agreement is the entire agreement and supersedes prior statements about its subject. Neither party relies on statements not set out in it, without limiting liability for fraud.
15.6 Changes must be signed by authorised representatives, except operational policies and Documentation may be updated as permitted by the Agreement. Failure to enforce is not waiver. Invalid provisions are modified to the minimum necessary. No third party has rights under the Contracts (Rights of Third Parties) Act 1999.
15.7 The parties are independent contractors. Nothing creates partnership, employment, fiduciary duty or agency.
15.8 The Agreement and non-contractual disputes are governed by English law. The courts of England and Wales have exclusive jurisdiction, subject to either party seeking urgent injunctive relief in any competent court.
Schedule 1 — Service, support and availability
1. Support
Standard support is provided during 09:00–17:30 UK business days through the notified support channels. A 24-hour call-answering service may record and escalate critical incidents; this does not mean engineering remediation or a 24/7 managed monitoring service unless expressly purchased.
Response and update times are service targets, not guaranteed resolution times. LenzIQ will reasonably determine incident priority by reference to the impact on the production Service; an isolated camera, router, unit or third-party integration issue will not normally be P1 unless caused by a systemic LenzIQ platform failure.
| Priority | Example | Target response | Target update |
| P1 | Core production Service unavailable for substantially all affected Customer users, or confirmed critical platform security impact | 1 hour | Every 2 hours |
| P2 | Material degradation; no reasonable workaround | 4 business hours | Daily |
| P3 | Limited issue; workaround available | 1 business day | As agreed |
| P4 | Question, cosmetic defect or request | 2 business days | As appropriate |
2. Availability target
Target monthly availability is 99.5% for the core production Service. Availability excludes scheduled maintenance notified where practicable, emergency security maintenance, Customer systems or connectivity, third-party systems outside LenzIQ’s reasonable control, beta features, and force majeure.
If availability falls below the target, LenzIQ will investigate and provide reasonable remediation. No service credits apply unless expressly specified in the Order Form. The Customer’s contractual remedies remain subject to the Agreement.
3. Maintenance and changes
LenzIQ will use reasonable efforts to schedule disruptive planned maintenance outside normal UK business hours and give notice. Emergency changes may be implemented without advance notice where necessary for security, stability or legal compliance.
4. Backups and continuity
LenzIQ maintains backups and continuity measures appropriate to the hosted Service. Backups are for platform recovery and are not a substitute for the Customer’s legally required evidence retention, incident archive or business-continuity arrangements.
Schedule 2 — Data Processing Schedule
This Schedule forms the written controller–processor or processor–sub-processor arrangement required where LenzIQ processes personal data on behalf of the Customer or an upstream controller.
1. Scope and instructions
LenzIQ will process personal data only on documented instructions received through the Customer, including the Agreement, authorised platform configuration and support requests, unless applicable law requires otherwise. Where the Customer is itself a processor, it warrants that those instructions are consistent with the instructions of the relevant controller and that it is authorised to appoint LenzIQ as a sub-processor.
2. Processing details
Subject matter: provision and support of the Service. Duration: the Term plus permitted retention. Nature: hosting, transmission, organisation, retrieval, display, support, security, backup and deletion. Purpose: fleet, device, event, video, access, incident and reporting management.
3. Data and people
Data may include names, business contact details, usernames, roles, access logs, IP/device identifiers, location and telemetry, images, video, audio, incident details and support content. Data subjects may include Customer and End Customer personnel, installers, visitors, members of the public captured by surveillance, alleged offenders and other site users.
4. Confidentiality and security
LenzIQ will ensure authorised personnel are bound by confidentiality and will implement appropriate technical and organisational measures considering the state of the art, costs, context and risks.
5. Sub-processors
The Customer gives general written authorisation for LenzIQ to appoint sub-processors. LenzIQ will publish or otherwise provide the current list and give reasonable notice of material additions where required. The Customer may object on reasonable data-protection grounds; the parties will seek a solution, failing which either may terminate the materially affected Service. LenzIQ will impose on each sub-processor data-protection obligations providing materially equivalent protection to those applying to LenzIQ under this Schedule and will remain responsible for the sub-processor’s performance of those obligations as required by Applicable Data Protection Law.
6. International transfers
LenzIQ will not make a restricted transfer without a lawful mechanism and required safeguards. The parties will execute applicable UK addenda, standard contractual clauses or replacement mechanisms reasonably required.
7. Assistance
Taking account of the processing and information available, LenzIQ will reasonably assist with data-subject requests, security, breach notifications, impact assessments and regulator consultations. Material assistance beyond standard functionality may be charged at agreed rates unless caused by LenzIQ’s breach.
8. Personal data breach
LenzIQ will notify the Customer without undue delay after becoming aware of a personal data breach affecting Customer Data, provide available material information and take reasonable containment and remediation steps. Notification is not an admission of fault.
9. Return and deletion
At the Customer’s choice and subject to the Agreement, LenzIQ will return or delete personal data at the end of services unless law requires retention. Backup copies may remain securely isolated until normal overwrite.
10. Audit information
LenzIQ will make available information reasonably necessary to demonstrate compliance. No more than once in any 12-month period, the Customer may request an audit on reasonable notice, during business hours, subject to confidentiality and security controls and using independent reports first where sufficient, unless an additional audit is required by a competent regulator, follows a material personal data breach affecting Customer Data, or the Customer has reasonable grounds to suspect material non-compliance. The Customer bears its costs unless material non-compliance by LenzIQ is found.
11. Customer obligations
The Customer warrants that its instructions and processing are lawful, that it has supplied required notices and permissions, and that where it acts as processor it has authority from the relevant controller to appoint LenzIQ as sub-processor. It will not instruct LenzIQ to retain or process personal data contrary to law.
Security measures summary
- Role-based access controls and supported multi-factor authentication.
- Logical customer separation, least-privilege administration and controlled support access.
- Encryption in transit and appropriate encryption at rest.
- Logging, monitoring, vulnerability management, patching and incident-response processes.
- Backups and restoration testing, and service-continuity measures, proportionate to the nature and risk of the Service.
- Personnel confidentiality, supplier diligence and secure development/change controls.