##The agreement
These terms apply between us and the organisation that creates a workspace. Creating a workspace, installing the agent or paying an invoice accepts them. In these terms we and us mean the provider of the service, you means the organisation using it, and the service means the dashboard, the agent and the APIs behind them.
Where you have signed a separate written agreement with us, that agreement takes precedence over anything here that conflicts with it.
##Workspaces and accounts
A workspace represents one organisation. You are responsible for who you invite into it and for the roles you give them, in particular the admin role, which carries the authority to approve actions on devices.
- Keep credentials and enrolment keys confidential. An enrolment key lets a device join your workspace.
- Tell us promptly if you believe an account or key has been compromised, and rotate the key from the dashboard.
- Account sharing between people is not permitted. Seats are not limited, so there is no reason for it.
- You are responsible for the actions of anyone using your workspace, including contractors you have invited.
##The agent on your devices
You are granted a non-exclusive, non-transferable right to install and run the agent on devices your organisation owns or lawfully administers, for as long as this agreement is in force and the applicable fees are paid.
You may not:
- Reverse engineer, decompile or attempt to extract the agent's source, except where law expressly permits it
- Remove or alter its certificate pinning, its signing or its version reporting
- Redistribute the agent outside the workspaces you administer
- Install it on devices you have no authority over
The agent enrols read-only. Its capability set is published and fixed; it cannot be extended with scripts by you or by us.
##Approvals and actions
This matters more than anything else in this document, so it is stated plainly.
Suggested classifications, priorities and fixes are recommendations. They are derived from your own resolution history and the state your devices report. They may be wrong. No action is taken on a device unless a user with the admin role in your workspace approves that specific action against that specific device.
Where an approval is given, the decision is yours and the outcome is yours. A patch that an approver accepts can still break an application. A service restart that an approver accepts can still interrupt work in progress. The approval screen states the scope and the rollback position before approval, and the audit log records what was approved, by whom, and the device state on either side.
You are responsible for maintaining backups independent of this service. Nothing here is a backup product and no action is a substitute for one.
##Your authority to deploy
You confirm that you have the authority to install monitoring software on the devices you enrol, and that you will:
- Inform the people whose devices carry the agent what it collects, which is published field by field
- Meet any obligation you have to consult staff representatives before deploying it
- Not enrol a device belonging to someone who has not been told, including a personal device
We do not police this, and we could not. It is your obligation, and it is the one most likely to cause you difficulty if it is skipped.
##Service providers
If you manage client organisations through the service, you remain responsible to your clients for the work you do. You confirm that you have each client's authority to deploy the agent on their devices and to process their data, and that your own agreement with them covers it.
Client orgs are structurally separated and cannot be merged. White-label reporting lets you present output under your own brand; it does not transfer our obligations to you or yours to us.
##Availability
We aim for 99.9% monthly availability of the dashboard and agent sync, measured from outside our network against the endpoints customers use. Uptime and every incident are published on the status page, including incidents nobody reported.
Scheduled maintenance inside a published window is excluded from the measurement. Everything else counts, including degradation - a board that takes eleven seconds to load is not up.
Where monthly availability falls below 99.9%, you may request a service credit against the following month, proportionate to the shortfall. Credits are the remedy for availability shortfalls.
###Agent behaviour during an incident
Agents queue their reports locally and send them on reconnect, so an incident on our side does not create permanent gaps in your inventory history. Approvals cannot be granted while the dashboard is unavailable, which means no action runs unapproved during an outage.
##Support
Support is by email and from inside the dashboard, where a request arrives attached to your workspace. Response targets are one business day on Solo, four business hours on Team, and a shared channel on the service provider plan. These are response targets, not resolution guarantees.
On-site assistance is not included on any plan. Where you ask for it, it is quoted separately and in advance.
##Your data
Your data remains yours. We process it to provide the service and on your instructions. You can export everything - devices, tickets with full history, licences, patch records and the audit log - at any time, as CSV and JSON.
We do not use your workspace content to train models that serve any other customer. Similar-ticket matching operates only within the workspace that created the records.
##Fees
- Per-device plans bill on the number of devices running the agent. Manually recorded assets are free and unlimited.
- The service provider plan bills per client org, irrespective of device count.
- Monthly plans are payable in advance and cancel at the end of the paid month.
- Annual plans are ten months for twelve, payable in advance.
- Prices are in US dollars and exclude any tax that applies where you are.
- Exceeding a plan's device ceiling does not interrupt the service. You move to the next plan from the start of the following month.
Billing and refund mechanics, including mid-term cancellation, are set out on the billing and refunds page and form part of these terms.
##What this product is not
Stated here because buying it under a misunderstanding is in nobody's interest.
- Not endpoint protection. It inventories your antivirus and reports its state. It does not detect or block threats.
- Not backup. It records whether a backup agent is installed and reporting, not whether your data can be recovered.
- Not remote access. There is no screen sharing and no remote shell.
- Not monitoring of people. It cannot tell you what someone did on a device, by design, and no setting changes that.
- Not legal or compliance advice. Licence counts are accurate; whether your position is compliant is a question for your advisers.
##Liability
To the extent the law permits, neither party is liable for indirect or consequential loss, loss of profit, loss of revenue, loss of anticipated savings, or loss or corruption of data where that loss arises from an action you approved or from your failure to maintain independent backups.
Our total aggregate liability arising out of or in connection with this agreement is limited to the fees you paid in the twelve months preceding the event giving rise to the claim.
Nothing in this agreement excludes liability for death or personal injury caused by negligence, for fraud or fraudulent misrepresentation, or for anything else that cannot lawfully be excluded.
##Changes to the service
The service changes continuously and every change is published in the changelog. Where a change removes a capability you rely on or materially reduces the service, we will give at least 30 days' notice, and you may cancel within that period with a pro rata refund of anything prepaid.
Where these terms change materially, we will tell workspace admins at least 30 days before the new version applies. Continuing to use the service after that date accepts it.
##Ending the agreement
You can cancel at any time from the dashboard. Monthly plans run to the end of the paid month; annual plans are handled as set out in the billing and refunds page.
We may suspend or end the agreement where fees remain unpaid 30 days after the due date, where the acceptable use policy is breached, or where continuing would put us in breach of the law. Except in the case of unlawful or seriously abusive use, we will tell you first and give you a chance to put it right.
On termination the workspace stays readable for 30 days so you can export everything, then it is deleted - backups included - within a further 30 days. Enrolled agents stop reporting and can be uninstalled locally.
##Governing law
This agreement is governed by the laws of India, and the courts of Bengaluru, Karnataka have exclusive jurisdiction over any dispute arising from it.
If any provision is found unenforceable, the rest remains in force. A failure to enforce a provision is not a waiver of it. You may not assign this agreement without our written consent; we may assign it as part of a merger, acquisition or sale of assets, on notice to you.