Terms of Service

By accessing or using the services provided by Observability as a Service (ObserveOps), you agree to be bound by these Terms of Service and all applicable laws and regulations. If you do not agree with any of these terms, you are prohibited from using our services.

These Terms of Service apply to all users of our services, including clients, partners, and any other individuals who access our platform or engage with our team.

ObserveOps provides managed observability services including but not limited to:

• Application Performance Monitoring (APM) setup, configuration, and management
• Synthetic monitoring implementation and ongoing management
• OpenTelemetry instrumentation and pipeline management
• Observability cost optimization and tooling advisory
• AI observability and LLM monitoring solutions
• Custom dashboard design and maintenance
• Alerting configuration and tuning

We reserve the right to modify, suspend, or discontinue any part of our services at any time with reasonable notice to affected clients.

Services are billed monthly or annually in advance as agreed in your service agreement. By providing payment information, you authorize us to charge the agreed fees on the applicable billing cycle.

• Payment methods: We accept major credit cards and ACH bank transfers for annual contracts.
• Late payments: Invoices unpaid after 30 days may incur a 1.5% monthly late fee.
• Disputed charges: Contact billing@observeops.com within 60 days of a charge to dispute it.
• Taxes: Fees are exclusive of applicable taxes, which will be added where required by law.
• Annual discount: Annual contracts receive a 20% discount versus monthly pricing.

ObserveOps is committed to delivering high-quality services. Our standard SLA commitments are:

• Starter plan: 99.9% uptime SLA, business-hours email support.
• Professional plan: 99.95% uptime SLA, 24/7 priority support.
• Enterprise plan: 99.99% uptime SLA, dedicated support team and CSM.

SLA credits are available for verified downtime exceeding committed levels. Full SLA details are available at observeops.com/sla.

ObserveOps retains ownership of all proprietary methodologies, tools, templates, and intellectual property developed in the course of providing services. You retain ownership of your data, configurations, and any client-specific customizations paid for under a work-for-hire agreement.

You grant ObserveOps a non-exclusive license to access, process, and use your systems and data solely to the extent necessary to provide the agreed services.

To the maximum extent permitted by applicable law, ObserveOps shall not be liable for any indirect, incidental, special, consequential, or punitive damages, including without limitation, loss of profits, data, use, goodwill, or other intangible losses.

Our total liability to you for any claims arising under these Terms shall not exceed the total fees paid by you to ObserveOps in the three (3) months immediately preceding the event giving rise to the claim.

Either party may terminate services with 30 days written notice. ObserveOps reserves the right to terminate services immediately in cases of:

• Non-payment of fees after 30 days past due
• Material breach of these Terms of Service
• Fraudulent or illegal activity

Upon termination, we will provide a data export of your configurations and dashboards within 14 days.

We reserve the right to modify these Terms of Service at any time. We will provide at least 30 days notice of material changes via email to the address on file. Continued use of our services after the effective date of changes constitutes acceptance of the new terms.

We recommend reviewing this page periodically. The "Last updated" date at the top of this page indicates when these Terms were last revised.