Terms of Service

These Terms of Service ("Terms") form a binding agreement between you and LogPulse ("LogPulse", "we", "us", "our") governing your access to and use of the LogPulse platform, websites, APIs, and related services (together, the "Service"). By creating an account, accessing, or using the Service, you agree to these Terms. If you are entering into these Terms on behalf of an organization, you represent that you have authority to bind that organization, and "you" refers to that organization. If you do not agree, you must not use the Service. These Terms apply to all users, including free tier users and paid subscribers.

LogPulse is a log management and observability platform that lets you ingest, search, analyse, and alert on log and event data. The Service is hosted in the European Union (GCP Amsterdam, Netherlands). We continuously develop and improve the Service, and from time to time we may add, change, or remove features. Where a change materially reduces core functionality you rely on, we will give reasonable advance notice.

To use most features you must create an account and provide accurate, current, and complete registration information, and keep it up to date. The Service is intended for use by businesses and professionals. You are responsible for all activity under your account and for keeping your credentials confidential. You must notify us promptly at [email protected] if you suspect any unauthorized access or use. You are responsible for configuring access for the members of your organization (for example through team and namespace permissions) and for their compliance with these Terms.

Paid plans are billed in advance on a recurring basis for the billing period you select (for example monthly). Prices are shown on our pricing page and are stated exclusive of VAT unless indicated otherwise. Payments are processed by our payment provider (Mollie), supporting methods such as iDEAL, SEPA, and credit card. You authorise us and our provider to charge your selected payment method for all fees due. VAT is applied where required. EU business customers may apply the reverse-charge mechanism by providing a valid VAT number. You are responsible for any taxes other than taxes on our income. Unless stated otherwise, subscriptions renew automatically for successive periods until cancelled. You may cancel at any time, effective at the end of the current billing period. Except where required by mandatory law, fees already paid are non-refundable and cancellation does not entitle you to a refund for the remainder of the current period. We may change our prices or introduce new charges. For existing subscriptions, price changes take effect at the start of the next renewal period, and we will give you reasonable advance notice. If you do not pay fees when due, we may suspend or terminate the Service after reasonable notice.

You agree to use the Service only for lawful purposes and in accordance with these Terms. You must not, and must not permit others to: • Use the Service in violation of any applicable law or regulation, or infringe the rights of others. • Upload or process data that you are not legally permitted to process, or for which you do not have the necessary rights or consents. • Attempt to gain unauthorized access to the Service, other accounts, or our systems, or probe, scan, or test the vulnerability of the Service without our prior written consent. • Interfere with or disrupt the integrity or performance of the Service, including by circumventing usage limits, rate limits, or security measures. • Reverse engineer, decompile, or disassemble any part of the Service, except to the extent permitted by mandatory law. • Resell, sublicense, or make the Service available to third parties except as expressly permitted. • Use the Service to store or transmit malicious code, or to send unsolicited or unlawful communications. We may set technical limits (such as ingest volume, retention, and query rates) as described on our platform limits page, and may enforce them to protect the Service and other customers.

You retain all ownership of the data you submit to the Service ("Customer Data"). You grant us a worldwide, non-exclusive licence to host, process, transmit, and display Customer Data solely as needed to provide and support the Service and as instructed by you. Where Customer Data contains personal data, you act as the data controller and LogPulse acts as a data processor on your behalf. Our processing is described in our Privacy Policy, and a Data Processing Agreement (DPA) is available on request at [email protected]. You are responsible for the accuracy and lawfulness of Customer Data, for having a valid legal basis to submit it, for configuring retention settings appropriately, and for maintaining your own copies of business-critical data where you need them. We maintain regular backups of platform data and operate to the recovery objectives published on our platform limits page.

The Service may interoperate with third-party products, integrations, or data sources that you choose to connect. Your use of those third-party services is governed by their own terms, and we are not responsible for them. We use a limited set of subprocessors to provide the Service, all of which are bound by appropriate data protection obligations. AI features (such as the AI Investigator and AI query generation) are powered by Anthropic's Claude models via Amazon Bedrock within the EU. A current list of subprocessors is available on our security/compliance page, and we will give notice of material changes.

"Confidential Information" means non-public information disclosed by one party to the other that is marked or would reasonably be understood to be confidential, including the Service's non-public features, pricing, and security information, and your Customer Data. Each party will protect the other's Confidential Information with at least reasonable care, use it only to perform under these Terms, and not disclose it except to personnel or advisers who need it and are bound by confidentiality obligations. This does not apply to information that is or becomes public through no fault of the receiving party, or that must be disclosed by law (with notice to the other party where permitted).

The Service, including all software, design, text, documentation, and the LogPulse name and logo, is owned by LogPulse and protected by intellectual property laws. We grant you a limited, non-exclusive, non-transferable, revocable licence to use the Service during the term of your account. You retain ownership of your Customer Data. If you send us feedback or suggestions, you grant us a perpetual, royalty-free licence to use them to improve the Service, without obligation to you. You may not use our name or logo without our prior written consent, except to factually identify your use of the Service.

We provide the Service with reasonable skill and care and aim to keep it available and performing as described in our documentation. Except as expressly stated in these Terms or required by applicable law, the Service is provided "as is" and we disclaim all other warranties, whether express, implied, or statutory, including the implied warranties of merchantability, fitness for a particular purpose, and non-infringement. In particular, we do not warrant that the Service will be uninterrupted or entirely error-free, or that it will meet every requirement or expectation. Nothing in these Terms excludes or limits any rights you have under mandatory consumer law.

To the maximum extent permitted by applicable law, LogPulse and its owners, employees, agents, and affiliates shall not be liable for any indirect, incidental, special, consequential, or punitive damages, including but not limited to: • Loss of profits or revenue. • Loss of business or business opportunities. • Cost of procurement of substitute services. • Loss of data, where such loss could reasonably have been avoided by your own backups or correct use of the Service. Our total aggregate liability arising out of or relating to the Service in any twelve (12) month period shall not exceed the amount you paid us for the Service during that period. Nothing in these Terms limits liability that cannot be limited under applicable law, including liability for death or personal injury caused by negligence, for fraud, or for intentional misconduct. This limitation applies regardless of the legal theory on which the claim is based.

You will defend, indemnify, and hold harmless LogPulse and its owners, employees, and agents from and against any third-party claims, damages, liabilities, and reasonable costs (including legal fees) arising out of or related to: (a) Customer Data, including any claim that it infringes the rights of a third party or violates applicable law; (b) your use of the Service in breach of these Terms or applicable law; or (c) your violation of the rights of any third party. We will notify you of the claim, allow you to control the defence (provided that any settlement affecting us requires our prior consent), and reasonably cooperate at your expense.

We aim to keep the Service available and to meet the uptime targets published on our platform limits page. From time to time we may need to: • Perform scheduled maintenance, which we announce in advance where practicable. • Carry out emergency maintenance to protect the security or integrity of the Service. • Temporarily suspend or limit access where necessary to prevent abuse, comply with the law, or protect the Service and its users. Standard support is provided by email. Contractual service level agreements (SLAs) with financial backing and enhanced support are available on the Enterprise plan.

These Terms apply for as long as you use the Service. You may stop using the Service and terminate your account at any time from within the Service or by contacting us. We may suspend or terminate your access if you materially breach these Terms, fail to pay fees when due, or use the Service in a way that poses a security, legal, or operational risk. Where reasonable, we will give you notice and an opportunity to remedy the issue first; we may suspend immediately where needed to protect the Service or comply with the law. Upon termination, your right to use the Service ceases. On request within 30 days of termination, we will make reasonable efforts to provide you with an export of your Customer Data, after which we may delete it. Provisions that by their nature should survive termination (including those on Customer Data, intellectual property, confidentiality, warranties, liability, indemnification, and governing law) will survive.

We may offer features that are labelled beta, preview, early access, or similar ("Preview Features"). Preview Features are provided for evaluation, may change or be withdrawn at any time, and may be less reliable than generally available features. Notwithstanding anything else in these Terms, Preview Features are provided "as is" and "as available" without warranties, and our liability for them is limited to the maximum extent permitted by law.

Neither party is liable for any failure or delay in performance (other than payment obligations) caused by events beyond its reasonable control, including natural disasters, war, terrorism, civil unrest, labour disputes, failures of telecommunications or internet providers, failures of third-party hosting or infrastructure, or governmental actions. The affected party will use reasonable efforts to mitigate the impact.

We may modify these Terms from time to time. If we make material changes, we will notify you by email or through a notice in the Service before they take effect. Changes become effective on the date stated in the notice, and your continued use of the Service after that date constitutes acceptance of the updated Terms. If you do not agree to the changes, you must stop using the Service.

These Terms, together with our Privacy Policy and any plan-specific or order terms, constitute the entire agreement between you and us regarding the Service and supersede any prior agreements on that subject. You may not assign or transfer these Terms without our consent; we may assign them to an affiliate or in connection with a merger, acquisition, or sale of assets. If any provision is held unenforceable, the remaining provisions remain in effect. Our failure to enforce a provision is not a waiver. These Terms do not create any partnership, agency, or employment relationship, and there are no third-party beneficiaries. We may provide notices to you by email or through the Service; you may contact us at the address below.

These Terms are governed by the laws of the Netherlands, without regard to conflict of law rules. The courts of the Netherlands have exclusive jurisdiction over any dispute arising out of or relating to these Terms or the Service, except where mandatory law (for example consumer protection law) gives you the right to bring proceedings in another forum. Before starting proceedings, the parties will attempt in good faith to resolve any dispute informally.

For questions about these Terms of Service, contact us at: Email: [email protected]