Terms of service

Using the service

These terms apply when you create an account or use Youareoncall. The service provides simulated IT support calls and learning activities. Callers, organisations and incidents in the exercises are fictional.

The service is a practice environment. It does not provide live IT support, an accredited qualification, or a guarantee of employment.

Your account

Use an email address you control and keep your login details secure. You are responsible for activity you authorise through your account. Tell us through product support if you believe someone has accessed it without permission.

You can sign in with an email address and password, or with your Google account. Choosing Google means Google confirms who you are and passes us your email address, name and profile picture; we ask for nothing else, and we cannot read anything else in your Google account. The Privacy policy sets out exactly what we receive and how it is used.

Disconnecting Youareoncall in your Google account settings stops you signing in that way, but it does not delete your account or your practice history here. Ask through product support if you want the account itself removed.

Free and paid access

The free tier includes 5 tickets, 2 calls, 1 Remote Assist session and 5 Solution Hints (a one-off allowance, not monthly), per account, not per session. Creating a free account does not automatically enrol you in a paid plan.

If you choose a paid plan, check the price, billing period, call allowance and included features displayed before purchase. Those details form part of your agreement for that plan. Contact support about billing, cancellation or access issues.

Acceptable use

Use the simulator for learning. Do not access another person’s account, bypass usage limits, disrupt the service, or upload unlawful material. Do not enter real passwords, authentication codes, customer records or confidential employer information in a call or support request.

AI conversations and feedback

Conversations and evaluations are generated by AI and may contain mistakes. Scores are learning feedback, not a professional assessment or certification. Check technical advice against reliable documentation before using it outside the simulator.

Your information

You retain ownership of the original content you submit. You allow us to process it as needed to run your sessions, provide feedback and respond to support requests. Read the Privacy policy for how account information, sign-in details from Google where you use it, microphone audio and transcripts are handled, and for how long each is kept.

Service access and availability

The service depends on your internet connection, browser and third-party providers. Interruptions can occur. Please report a session that fails or an allowance that appears incorrect so it can be investigated.

We may restrict access where reasonably necessary to address misuse, protect accounts or comply with law. Where practicable, we will explain the reason and how to contact us about it.

Your consumer rights

Nothing in these terms excludes, restricts or changes rights and remedies that cannot lawfully be excluded, including applicable guarantees under the Australian Consumer Law. Any remedy for a service issue will take those rights into account.

Questions about these terms

Visit Support for help or use the product support form in your account to ask about these terms, billing or your data. The date above identifies this version of the terms.