LogForge subscription terms

These terms apply when accepted at checkout for a direct business subscription to the paid LogForge software, platform, agents, APIs, documentation and related services marketed by LogForge (the "Solution"). The software licensor and product support provider is 17811365 Canada Incorporated, a Canadian federal corporation with its registered office in Ontario, Canada, using the LogForge brand ("LogForge", "we" or "us"). Contact us at support@logforge.dev.

"Customer" or "you" means the business identified in the accepted order. The person accepting these terms confirms that they are authorised to act for that business. These terms cover direct purchases. Reseller purchases and separately signed agreements retain their own applicable terms.

1. Your order and the seller

Your accepted order identifies the plan, purchased human seat capacity, subscription period, price, currency, payment schedule, renewal terms and applicable taxes. Review the final localised price and tax treatment in Stripe Checkout before accepting. An annual subscription is paid upfront for its annual term; a monthly subscription is paid upfront for its monthly term. A displayed monthly equivalent for an annual price does not create monthly instalments.

Stripe acts as merchant of record for sales made through Stripe Managed Payments. This means Stripe is the seller for the payment transaction and handles the transaction's payment, applicable sales tax and related purchase obligations under the terms presented at checkout. Stripe's applicable buyer terms also apply to that transaction. LogForge remains responsible for the software licence and product support described here. This arrangement does not transfer responsibility for your own tax obligations or your operation of the Solution to Stripe or LogForge.

Use the Stripe purchase-support contact shown with your order for transaction questions, invoices and applicable payment or refund requests. Contact LogForge for software licensing and technical support. The final checkout identifies the applicable seller and transaction terms.

The accepted order controls its commercial terms, subscription term, usage limits, deployment model and fees. These terms control the remaining licence and product conditions unless LogForge expressly agrees otherwise in writing. Stripe's applicable checkout terms govern its role as seller. Keep a copy of your accepted order and this terms version. An abandoned checkout or a return from a payment page does not itself establish payment or a paid licence.

2. Subscription licence and deployment

Subject to compliance with these terms and payment of applicable fees, LogForge grants you a limited, non-exclusive, non-transferable, non-sublicensable and revocable licence during the paid subscription term to use the Solution for your internal business operations within your accepted order's scope and limits.

Unless your accepted order expressly provides otherwise, one subscription permits one active Central installation at one Customer plant or site at a time. It does not permit simultaneous active Central installations or another active site under the same licence. Purchasing more seats does not authorise another installation or site. Use the supported recovery or transfer process when replacing an installation.

All standard paid plans include the same generally available paid LogForge functionality, maintenance updates and standard product support. Plan capacity and any separately purchased services are identified in your order. There are no separate contractual caps on devices, hosts, containers, agents, alerts, logs, telemetry volume, teams or workspaces unless your order expressly sets them. This does not remove the practical capacity limits of your infrastructure.

3. Human seats

Your subscription includes one designated Owner account at no additional charge, outside the paid human seat allowance. Other individually assigned human users, including additional administrators, use paid seats. Non-human agents, monitored devices, containers and service credentials do not use human seats.

Enabled non-Owner human accounts and unexpired pending human invitations count toward the capacity required by the product's seat checks. Do not share human accounts to avoid the allowance. You may reassign seats when personnel change, provided the resulting accounts and invitations fit the purchased capacity.

You purchase capacity rather than login activity or actual utilisation. Unused capacity remains billable until an accepted reduction takes effect.

4. Renewal and subscription changes

Your subscription renews for the monthly or annual period stated in your accepted order unless you cancel before the next renewal. You authorise the recurring charges and accepted changes presented in the purchase flow under Stripe's applicable payment terms.

Plan upgrades and seat additions share the subscription's billing period and renewal date. Stripe calculates the prorated charge for the remaining portion of the current paid term and presents it for acceptance. Increased paid rights take effect only after successful payment. A failed payment or a payment still requiring authentication does not grant the increased rights.

An accepted plan downgrade or seat reduction takes effect at the next renewal. Before it can take effect, your enabled non-Owner human accounts and unexpired pending human invitations must fit the resulting allowance. Complete the supported local usage check and subscription-change process; a submitted request alone is not confirmation that a reduction has been accepted. The confirmation identifies the effective date and resulting recurring charge.

You may cancel renewal through the supported account or Stripe billing flow before the next renewal is charged. Ordinary cancellation takes effect at the end of your current paid monthly or annual term. Your existing paid rights continue until then. These ordinary change and cancellation rules do not alter separate termination or refund rights under an applicable accepted agreement, Stripe's applicable purchase terms or mandatory law. A cancelled subscription does not become a perpetual paid licence.

On expiry, paid capabilities and non-Owner access may become restricted under the product's licence-enforcement rules. The designated Owner retains the supported licensing and capacity recovery path. Expiry does not authorise LogForge to delete your locally stored data or remove rights independently granted by an applicable open-source licence.

5. Updates and customer operations

During an active paid term, LogForge will provide generally available maintenance updates, patches and documentation updates made available to similarly situated paid customers for the same generally available Solution. You install or apply them in your infrastructure unless that work is separately agreed as a service. LogForge may require security, compatibility or maintenance updates to remain eligible for support.

You are responsible for your infrastructure, systems, applications, networks, credentials, configuration, data, backups, disaster recovery, deployments, integrations, alerts, runbooks, remediation actions, user conduct and compliance with applicable law, policies, contracts and regulatory obligations. You must secure your own infrastructure, credentials, secrets, certificates, networks, endpoints, agents and access controls.

Do not use the Solution in high-risk, safety-critical, emergency-service, life-safety, medical, aviation, nuclear, weapons or other environments where failure could cause death, personal injury, catastrophic damage or regulated industry harm without appropriate professional review and the compliance controls required by applicable law.

6. Standard product support

All standard paid plans have the same support scope, hours and initial response targets. A higher seat allowance does not include additional support hours, priority or a stronger service commitment. Standard support applies to eligible paid production deployments of generally available versions.

Standard support includes product defect investigation, general technical troubleshooting, reasonable guidance for supported deployments, documentation updates, bug fixes or workarounds at LogForge's discretion, and guidance on escalating supported product issues. It includes reasonable onboarding materials and product documentation.

Submit requests to support@logforge.dev, or another support channel LogForge designates in writing. Requests sent elsewhere enter the response-target process when received through the designated channel. Standard support hours are Monday through Friday, 9 a.m. to 5 p.m. Pacific Time, excluding LogForge holidays. Support outside those hours requires a separate written agreement.

Severity may be reclassified after investigation. These are initial response targets during support hours, not guaranteed response or resolution times, uptime commitments, service credits, refunds or penalties. Resolution may be a workaround, guidance, documentation, patch, update, deferral to a future release or a finding that the issue is outside support. LogForge controls its roadmap, engineering priorities, release timing and permanent fixes.

Standard support does not include hands-on installation, implementation, migration, customer-specific configuration, custom integration or development, infrastructure administration, managed DevOps or security operations, incident command, cloud management, backup management, compliance operations, managed remediation, debugging your applications, 24/7 support or additional training. Such services require a separately accepted order or statement of work. Providing updates does not include installing them for you.

The support commitments do not apply to trials, pilots, beta, preview, experimental, free or non-production use; unsupported or customer-modified deployments; automated remediation outcomes; or issues caused by your infrastructure, networks, cloud provider, hardware, security tools, access controls, credentials, configuration, scripts, integrations or other third-party systems. They also exclude use outside documentation or purchased limits, abuse, misuse, malware, unauthorised access, security incidents, events outside LogForge's control, and scheduled or emergency maintenance.

Provide accurate issue details, severity, reproduction steps, relevant logs, metrics, traces, screenshots and configuration, timely cooperation and reasonable access where required. Maintain backups and rollback procedures, and authorise any changes to your systems. Support obligations pause to the extent missing information, access, authorisation or cooperation prevents investigation.

There is no uptime guarantee for self-hosted, Customer-hosted, Customer-cloud or hybrid deployments. Any uptime or credit commitment for a LogForge-hosted service must be expressly stated in an accepted order. LogForge may perform scheduled or emergency maintenance, communicating scheduled work when commercially reasonable. Security or stability needs may require emergency maintenance without advance notice.

7. Customer data and security

You retain ownership of your data, including logs, metrics, traces, telemetry, configurations, scripts, runbooks, reports, alerts and other data supplied to the Solution or generated for your environment. LogForge retains its technology and the rights described in the ownership and feedback sections below.

You grant LogForge permission to process Customer data only as necessary to provide, secure, support, maintain, improve and troubleshoot the Solution, comply with law and enforce these terms. The self-hosted deployment remains under your control. Account, order, payment, licensing and support information may also be processed to administer the subscription and provide support. Share only diagnostic information necessary for support, removing secrets and unnecessary personal information.

You must have the necessary rights to supply and process your data. Unless expressly agreed in writing, do not use the Solution to process highly sensitive regulated data, including payment card data, protected health information, government classified data or data requiring specialised contractual controls.

LogForge may use de-identified or aggregated information about use of the Solution to operate, secure, support, analyse and improve it, provided that the information does not identify you or disclose your confidential information. If applicable law or your procurement requirements require a data-processing addendum for personal data processed by LogForge on your behalf, the parties will enter into a mutually agreed written addendum. No addendum is implied without express written agreement.

LogForge will use commercially reasonable administrative, technical and organisational safeguards designed to protect the Solution. LogForge is not responsible for unauthorised access or security incidents caused by your systems, credentials, misconfiguration, third-party services or failure to follow documentation. This allocation does not remove obligations imposed by applicable law.

8. Automated features and remediation

Automation, alerting, reporting and runbook features may produce alerts, summaries, reports, classifications, suggested runbooks, remediation actions or other operational outputs. Outputs may be incomplete, inaccurate, unsafe or unsuitable for your environment. They do not replace human oversight, professional judgment, security and compliance review, backups, rollback plans or incident-response procedures.

You are responsible for reviewing, testing, authorising and supervising these features and outputs before relying on them or enabling them in production. Authorisation may be provided through the product's scoped access controls and approved automation configuration. Test remediation in a safe environment and maintain access controls, backups and rollback procedures. Your use must comply with applicable law, internal policies, third-party agreements and regulated industry requirements.

LogForge does not guarantee that these features will prevent outages, detect every incident, eliminate on-call work, reduce costs or produce correct remediation. You are responsible for actions taken through your account or deployment. LogForge is not responsible for damage, downtime, data loss, business interruption, security issues or infrastructure changes resulting from your approved remediation, scripts, credentials, configuration or failure to maintain appropriate safeguards.

9. Restrictions and third-party components

Except as an applicable licence or mandatory law permits, do not copy, modify, distribute, sell, lease, sublicense or commercially exploit the Solution; reverse engineer, decompile, disassemble or attempt to derive its source code; remove proprietary notices; bypass licence limits, metering, authentication, security or technical controls; or share credentials with unauthorised users. Do not use the Solution to build a competing product or service, or conduct benchmarking or competitive analysis without LogForge's prior written consent.

Do not use the Solution unlawfully, process unlawful, harmful or unauthorised data, interfere with its operation, security or integrity, or enable production remediation without appropriate testing, authorisation and rollback controls.

Open-source software and third-party components retain their applicable licence terms. Those terms govern their components to the extent the applicable licence requires. These restrictions do not limit open-source rights that its licence requires you to retain. LogForge will provide required notices, source-code offers and related materials, and will make a list of included open-source software for your particular version available on reasonable request. Component licences do not grant additional rights to proprietary LogForge technology except where those licences expressly require it.

Third-party services, cloud providers, container platforms, observability tools, notification systems, identity providers, databases and infrastructure tools have their own terms and charges. LogForge is not responsible for their outages, changes, fees, vulnerabilities or your use of them. Stripe's separate seller role is described in section 1.

10. Ownership and feedback

LogForge retains its rights in the Solution, documentation, software, source code, APIs, designs, workflows, inventions, know-how, trademarks and related intellectual property, subject to applicable third-party and open-source licences. You receive the rights expressly granted; no ownership transfer or other licence is implied.

You may use customer-specific reports, alerts, dashboards, classifications, runbook results and other outputs generated from your data for your internal business operations during the subscription term. LogForge retains the underlying technology, workflows, templates, algorithms, methods and general know-how. This does not transfer ownership of your data to LogForge.

If you supply feedback, suggestions, ideas, bug reports, feature requests or recommendations, you grant LogForge a perpetual, irrevocable, worldwide, royalty-free licence to use them for any purpose without compensation. LogForge must not disclose your confidential information in violation of a written confidentiality obligation.

11. Beta and evaluation use

Beta, preview, pilot, trial, proof-of-concept and evaluation features are provided as is and as available, without warranty, support commitment, service level agreement, service credit or liability, to the extent permitted by law. LogForge may change, suspend or discontinue them at any time.

12. Fees, suspension and termination

You must pay the fees stated in your accepted order through the applicable purchase flow. LogForge may suspend or terminate affected paid access for unpaid fees, exceeded usage limits, breach of these terms, or use that creates security, legal, operational or reputational risk or may harm LogForge, the Solution, other customers or third parties. Suspension does not remove your payment obligations.

These terms apply for the subscription term. LogForge may terminate for a breach that remains uncured 30 days after notice, or suspend or terminate immediately if your use creates a material security, legal, operational or reputational risk. Ordinary cancellation and paid expiry follow section 4.

On termination for cause, stop using and uninstall or destroy copies of the proprietary Solution, except for lawful backup or archival purposes. This does not remove independently granted open-source rights or transfer your data to LogForge.

13. Warranty disclaimer

Except as expressly stated in a separately signed agreement or accepted order, the Solution is provided as is and as available. To the extent permitted by law, LogForge disclaims express, implied and statutory warranties, including merchantability, fitness for a particular purpose, title, non-infringement, availability, accuracy, reliability, uninterrupted or error-free operation, and suitability for your environment.

LogForge does not warrant that the Solution will detect every issue, prevent outages, data loss or security incidents, eliminate on-call work, reduce operating costs or produce accurate recommendations.

14. Liability limits

To the maximum extent permitted by law, LogForge is not liable for indirect, incidental, consequential, special, exemplary, punitive or enhanced damages, including lost profits, revenue, business, goodwill or data, system downtime, business interruption or the cost of substitute services.

To the maximum extent permitted by law, LogForge's total aggregate liability arising from or relating to the Solution will not exceed the fees you actually paid for the affected Solution during the 12 months before the event giving rise to the claim. Payment through Stripe as merchant of record does not exclude those subscription fees from this calculation.

15. Customer indemnity

You must defend, indemnify and hold LogForge harmless from claims, damages, liabilities, costs and expenses arising from or related to your data or infrastructure; violation of law; use outside the documentation; approved automation or remediation; scripts, credentials, configurations or integrations; breach of these terms; or misuse of the Solution. This means you are responsible for defending LogForge and covering those resulting claims, losses and costs, to the extent permitted by law.

16. Compliance and governing law

Comply with applicable export controls, sanctions, anti-corruption, privacy, security and technology laws. Do not use the Solution in embargoed countries, for prohibited end users or for prohibited end uses.

These terms are governed by the laws of Ontario and the federal laws of Canada applicable there, without regard to conflict-of-law rules, unless your accepted order expressly states another governing law.

Nothing in these terms excludes rights or obligations that applicable law does not allow the parties to exclude.