Terms of Service

These Terms of Service (“Terms”) constitute a legally binding agreement between you or the organization you represent (“Customer,” “you,” or “your”) and CoreLens Cloud, Inc., a Delaware corporation (“CoreLens Cloud,” “we,” “our,” or “us”), governing your access to and use of the CoreLens Cloud observability platform, APIs, documentation, and all associated services (collectively, the “Services”).

By clicking “I agree,” completing our registration process, accessing the Services, or otherwise indicating your acceptance, you agree to be bound by these Terms and our Privacy Policy, which is incorporated herein by reference. If you are entering into these Terms on behalf of an organization, you represent and warrant that you have the authority to bind that organization to these Terms.

CoreLens Cloud provides a cloud-native observability platform that enables engineering teams to collect, store, analyze, and visualize telemetry data including logs, metrics, distributed traces, and infrastructure events. The Services include:

• Ingestion APIs: OpenTelemetry-compatible endpoints for receiving logs, metrics, and traces from your instrumented applications and infrastructure.
• Storage and retention: managed, encrypted storage of your telemetry data with configurable retention windows.
• Analytics and dashboards: a web-based interface for querying, visualizing, and alerting on your telemetry data in real time.
• AI-powered insights: machine learning features including anomaly detection, root-cause analysis suggestions, and intelligent alert correlation.
• Integrations: pre-built connectors to third-party tools such as PagerDuty, Slack, OpsGenie, GitHub, and cloud providers.
• Administration APIs: programmatic access to manage users, teams, alert rules, and account configuration.

CoreLens Cloud reserves the right to modify, suspend, or discontinue any feature or component of the Services at any time, provided we give you reasonable advance notice for material changes that affect your production use.

Registration

To access the Services you must create an account by providing accurate, complete, and current information. You agree to keep this information up to date. You may register individually or as the designated administrator for your organization.

Account Security

You are responsible for maintaining the confidentiality of your account credentials and for all activity that occurs under your account. You must:

• Use a strong, unique password and enable multi-factor authentication (MFA), which we strongly recommend.
• Notify us immediately at security@corelenscloud.com if you suspect unauthorized access to your account.
• Not share your credentials with any other person or allow any third party to access the Services using your account.
• Ensure all users you provision comply with these Terms.

CoreLens Cloud is not liable for any loss or damage arising from your failure to protect your account credentials.

Organizational Accounts

If you create an account on behalf of an organization, the organization is the “Customer” under these Terms. As an administrator, you may add and remove users, configure access controls, and manage the organization’s data and settings. You are responsible for ensuring your users comply with these Terms.

You agree to use the Services only for lawful purposes and in accordance with these Terms. The following uses are expressly prohibited:

• Unauthorized access:attempting to gain unauthorized access to the Services, other customers’ data, or CoreLens Cloud’s internal systems, including through hacking, password mining, or any other means.
• Harmful content:using the Services to transmit, store, or process content that is illegal, defamatory, harassing, threatening, or that infringes any third party’s intellectual property rights.
• Malware and exploits: uploading or transmitting viruses, malware, ransomware, or any code designed to damage, disrupt, or gain unauthorized access to systems.
• Service disruption: taking any action that imposes an unreasonable or disproportionate load on our infrastructure, including automated scraping, denial-of-service attacks, or intentional abuse of rate limits.
• Reverse engineering: decompiling, disassembling, or attempting to derive the source code of any component of the Services.
• Resale without authorization:sublicensing, reselling, or otherwise providing access to the Services to third parties without CoreLens Cloud’s prior written consent.
• Benchmarking: publishing benchmark or performance test results of the Services without our prior written consent.
• Regulatory violations: using the Services in a way that violates applicable laws or regulations, including export control laws, data protection laws, or sanctions regimes.

We reserve the right to investigate suspected violations of this Acceptable Use Policy and to suspend or terminate access to the Services for accounts found to be in violation, without prior notice where necessary to protect the security or integrity of the Services.

CoreLens Cloud IP

The Services, including all software, algorithms, user interfaces, documentation, trademarks, and trade secrets, are the exclusive property of CoreLens Cloud, Inc. and its licensors. These Terms do not grant you any ownership interest in the Services. Subject to your compliance with these Terms, CoreLens Cloud grants you a limited, non-exclusive, non-transferable, revocable license to access and use the Services solely for your internal business purposes during your subscription term.

Your Data

You retain full ownership of all data, logs, metrics, traces, and other content you submit to the Services (“Customer Data”). By using the Services, you grant CoreLens Cloud a limited, non-exclusive license to process and store Customer Data solely as necessary to provide and improve the Services for you. We do not claim any ownership over Customer Data and will not use it for any purpose beyond what is described in these Terms and our Privacy Policy.

Feedback

If you provide us with feedback, suggestions, or ideas regarding the Services (“Feedback”), you grant CoreLens Cloud a perpetual, irrevocable, royalty-free, worldwide license to use, incorporate, and commercialize that Feedback without restriction or compensation to you. Feedback does not include Customer Data.

Aggregate and Anonymized Data

CoreLens Cloud may generate aggregate, anonymized, and de-identified data derived from the operation of the Services across all customers (“Aggregate Data”). Aggregate Data does not identify you or any individual and is owned by CoreLens Cloud. We may use Aggregate Data for product improvement, benchmarking, research, and marketing purposes.

To the extent that CoreLens Cloud processes personal data on your behalf as a data processor under the General Data Protection Regulation (GDPR), the UK GDPR, or other applicable data protection laws, the terms of our Data Processing Addendum (“DPA”) apply to such processing and are incorporated into these Terms by reference.

• DPA availability: our standard DPA is available at corelenscloud.com/legal/dpa. Enterprise customers may request a negotiated DPA through their account manager.
• Sub-processors: we maintain a current list of sub-processors at corelenscloud.com/legal/sub-processors. We will provide 30 days’ advance notice of any material changes to our sub-processor list.
• Standard Contractual Clauses: where required for cross-border data transfers from the EEA, UK, or Switzerland, the applicable Standard Contractual Clauses are incorporated into the DPA.
• Controller responsibilities: you, as the data controller, are responsible for ensuring you have a lawful basis for processing personal data and for providing required notices to data subjects whose personal data you submit to the Services.

Subscription and Usage Fees

Access to paid tiers of the Services is subject to payment of the applicable fees described on our pricing page or in your order form. Fees are based on your subscription plan and actual usage (data ingested, retention selected, and features enabled).

Billing Cycle and Auto-Renewal

• Subscriptions are billed monthly or annually in advance, depending on the plan you select.
• Annual plans renew automatically at the end of each term unless you cancel at least 30 days before the renewal date.
• Monthly plans renew automatically each month unless cancelled before the next billing date.
• We will send renewal reminder notices to your account email at least 14 days before any annual renewal.

Payment Methods and Taxes

Payments are processed by our payment processor, Stripe. You authorize us to charge your payment method on file for all fees when due. All fees are exclusive of applicable taxes. You are responsible for paying all taxes, levies, and duties imposed by taxing authorities in connection with your purchase, excluding taxes on CoreLens Cloud’s net income.

Late Payments and Disputes

Overdue balances accrue interest at the rate of 1.5% per month (or the maximum rate permitted by law, whichever is lower). If you dispute a charge in good faith, you must notify us in writing within 30 days of the invoice date. Disputed amounts will not accrue late fees while under review.

Refunds

Fees paid are generally non-refundable except: (a) where required by applicable consumer protection law; (b) if we materially reduce the features of your subscribed plan without reasonable notice; or (c) at our sole discretion in cases of documented billing errors. Refund requests must be submitted to billing@corelenscloud.com within 30 days of the charge.

SLA Commitment

CoreLens Cloud targets 99.99% monthly uptime for the data ingestion pipeline and dashboard services on paid plans. Our current Service Level Agreement (SLA) is detailed in a separate document available at corelenscloud.com/legal/sla. Service credits are available as described therein.

Scheduled Maintenance

We perform scheduled maintenance during low-traffic windows (typically between 02:00–04:00 UTC on weekdays) and will provide at least 48 hours’ advance notice via our status page at status.corelenscloud.com for any maintenance expected to exceed 15 minutes. Emergency maintenance required for security or stability may be performed without advance notice.

Exclusions

• Downtime caused by your actions, misconfigurations, or failure of systems outside CoreLens Cloud's reasonable control.
• Scheduled maintenance windows disclosed in advance.
• Force majeure events including natural disasters, wars, government actions, or widespread internet outages.
• Free trial accounts, which are provided on a best-effort basis without SLA guarantees.

Disclaimer of Warranties

THE SERVICES ARE PROVIDED “AS IS” AND “AS AVAILABLE” WITHOUT WARRANTIES OF ANY KIND, EITHER EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, NON-INFRINGEMENT, OR UNINTERRUPTED, ERROR-FREE OPERATION. CORELENS CLOUD DOES NOT WARRANT THAT THE SERVICES WILL MEET YOUR REQUIREMENTS OR THAT ALL ERRORS WILL BE CORRECTED.

Exclusion of Consequential Damages

TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, CORELENS CLOUD AND ITS OFFICERS, DIRECTORS, EMPLOYEES, AGENTS, AND LICENSORS SHALL NOT BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, EXEMPLARY, OR PUNITIVE DAMAGES, INCLUDING LOSS OF PROFITS, LOSS OF REVENUE, LOSS OF DATA, BUSINESS INTERRUPTION, OR COST OF SUBSTITUTE SERVICES, EVEN IF CORELENS CLOUD HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.

Liability Cap

TO THE MAXIMUM EXTENT PERMITTED BY LAW, CORELENS CLOUD’S TOTAL AGGREGATE LIABILITY TO YOU FOR ALL CLAIMS ARISING OUT OF OR RELATING TO THESE TERMS OR THE SERVICES — WHETHER IN CONTRACT, TORT, STATUTE, OR OTHERWISE — SHALL NOT EXCEED THE TOTAL FEES PAID OR PAYABLE BY YOU TO CORELENS CLOUD DURING THE TWELVE (12) MONTHS IMMEDIATELY PRECEDING THE EVENT GIVING RISE TO THE CLAIM.

Some jurisdictions do not allow the exclusion of certain warranties or limitation of liability for consequential or incidental damages. In such jurisdictions, the above limitations apply to the fullest extent permitted by law.

You agree to indemnify, defend, and hold harmless CoreLens Cloud, Inc. and its officers, directors, employees, agents, and licensors from and against any claims, liabilities, damages, losses, costs, and expenses (including reasonable legal fees) arising out of or relating to:

• Your access to or use of the Services in violation of these Terms.
• Your Customer Data, including any claim that your Customer Data infringes the intellectual property rights or privacy rights of any third party.
• Your violation of any applicable law or regulation.
• Any misrepresentation made by you in connection with your use of the Services.

CoreLens Cloud will promptly notify you of any claim for which we seek indemnification and will provide you with reasonable cooperation in the defense of such claim at your expense. We reserve the right to assume the exclusive defense and control of any matter otherwise subject to indemnification by you, in which case you agree to cooperate with our defense of such claim.

Term

These Terms are effective from the date you first access the Services and continue until your account is terminated or your subscription expires and is not renewed.

Termination by You

You may cancel your subscription at any time through your account settings or by contacting support@corelenscloud.com. Cancellation takes effect at the end of your current billing period. You will retain access to the Services until that date.

Suspension and Termination by CoreLens Cloud

We may suspend or terminate your access to the Services immediately, without prior notice or liability, if:

• You materially breach these Terms and fail to cure that breach within 15 days of written notice.
• You fail to pay fees when due and do not cure the non-payment within 10 days of notice.
• We are required to do so by law or a regulatory authority.
• Your use of the Services poses an imminent security risk to CoreLens Cloud or other customers.
• You file for bankruptcy or become insolvent.

Data Export and Deletion

Following termination or expiration of your subscription, your Customer Data remains accessible for 30 days during which you may export your data using our export tools or API. After this 30-day period, your Customer Data will be permanently deleted from our systems. CoreLens Cloud is not liable for any loss of data resulting from your failure to export before the deletion deadline.

Survival

The following sections survive termination of these Terms: Intellectual Property, Limitation of Liability, Indemnification, Governing Law, and any accrued payment obligations.

Applicable Law

These Terms and any disputes arising out of or related to them or the Services shall be governed by and construed in accordance with the laws of the State of California, United States, without regard to its conflict-of-law provisions. The United Nations Convention on Contracts for the International Sale of Goods does not apply.

Informal Resolution

Before initiating any formal dispute proceedings, you agree to first contact us at legal@corelenscloud.com and attempt to resolve the dispute informally. We will make good-faith efforts to resolve the matter within 30 days.

Binding Arbitration

If informal resolution fails, any dispute, claim, or controversy arising out of or relating to these Terms or the breach, termination, enforcement, interpretation, or validity thereof, shall be determined by binding arbitration administered by the American Arbitration Association (AAA) under its Commercial Arbitration Rules. The arbitration shall be conducted in San Francisco, California, or virtually by mutual agreement. Judgment on the arbitrator’s award may be entered in any court of competent jurisdiction.

• Class action waiver: you and CoreLens Cloud each waive the right to a jury trial and the right to participate in a class action lawsuit or class-wide arbitration. All claims must be brought in an individual capacity.
• Exceptions: either party may seek injunctive or other equitable relief in a court of competent jurisdiction to prevent the actual or threatened infringement of intellectual property rights. Small claims court actions remain available for qualifying disputes.
• Costs: AAA filing fees are split equally, unless the arbitrator determines that a claim is frivolous, in which case the filing party bears all costs.

If you have questions about these Terms of Service, please contact our Legal team. We aim to respond to all legal inquiries within five business days.

For billing inquiries, contact billing@corelenscloud.com. For security vulnerability reports, contact security@corelenscloud.com.