Terms of Service

By clicking “I Agree,” signing an Order Form, creating an account, or otherwise accessing or using the Service, you affirm that: (a) you are at least 18 years of age and have the legal capacity to enter into this agreement; (b) you have read, understood, and agree to these Terms; and (c) if accepting on behalf of an organization, you have the authority to bind that organization to these Terms.

If you do not agree to these Terms, you may not access or use the Service. For enterprise customers, these Terms are incorporated by reference into any separately executed Order Form or Master Services Agreement (“MSA”). In the event of a conflict, the MSA or Order Form will control.

TigerOps provides an agentic AI observability platform that enables engineering and operations teams to monitor, diagnose, and remediate production infrastructure and application issues. The Service includes, but is not limited to:

• Infrastructure metrics collection, storage, and visualization
• Distributed tracing and application performance monitoring (APM)
• Log ingestion, parsing, search, and aggregation
• AI-powered anomaly detection and root cause analysis
• AI SRE Agent for autonomous incident detection and remediation (Enterprise)
• Alert management, on-call routing, and incident timeline tracking
• Service Level Objective (SLO) and error budget monitoring
• Dashboard creation, sharing, and collaboration tools
• Runbook automation and playbook execution
• REST and GraphQL APIs for programmatic access
• Integrations with cloud providers, CI/CD pipelines, and notification channels

TigerOps reserves the right to modify, suspend, or discontinue any feature or aspect of the Service at any time with reasonable notice, except that we will not materially reduce the core functionality available to paid subscribers during a prepaid subscription term without offering a pro-rated refund or equivalent substitute functionality.

To access most features of the Service, you must register for an account. When you register, you agree to:

• Provide accurate, current, and complete information
• Maintain and promptly update your account information
• Keep your password secure and confidential
• Immediately notify TigerOps of any unauthorized use of your account
• Accept responsibility for all activities that occur under your account

You may not share account credentials with unauthorized parties or create accounts using automated means. Accounts are registered to organizations (workspaces) and individual seats may be added per your subscription plan. Each user must have their own authenticated login; credential sharing is a material breach of these Terms.

TigerOps reserves the right to refuse service, terminate accounts, or remove content at its discretion, particularly in cases of violation of these Terms or applicable laws.

You agree to use the Service only for lawful purposes and in accordance with these Terms. You agree not to:

TigerOps reserves the right to investigate suspected violations of these restrictions and may involve and cooperate with law enforcement authorities in prosecuting users who violate these Terms. Violation may result in immediate termination of your account.

TigerOps IP. The Service, including all software, algorithms, AI models, interfaces, documentation, and all content provided by TigerOps (excluding Customer Data), is and remains the exclusive property of TigerOps, Inc. and its licensors. TigerOps grants you a limited, non-exclusive, non-transferable, revocable license to use the Service solely for your internal business purposes during the subscription term, subject to these Terms.

Customer IP. You retain all ownership rights to Customer Data (as defined in Section 6) and any dashboards, alerts, or configurations you create within the Service. By uploading Customer Data, you grant TigerOps a limited license to process that data solely to provide the Service.

Feedback. If you provide TigerOps with suggestions, ideas, enhancement requests, or other feedback about the Service (“Feedback”), TigerOps may freely use, reproduce, and incorporate such Feedback without restriction or compensation to you. Feedback does not include Customer Data.

Trademarks. “TigerOps,” the TigerOps logo, and other TigerOps marks are trademarks of TigerOps, Inc. You may not use TigerOps trademarks without prior written permission, except as required to truthfully identify TigerOps as a service provider in customer testimonials or case studies.

“Customer Data” means all data, including telemetry (metrics, traces, logs), that you or your authorized users transmit to the Service. You retain ownership of all Customer Data.

TigerOps commits to maintaining the Service with at least 99.9% monthly uptime for paid Pro subscribers, and 99.95% for Enterprise subscribers (as specified in the Order Form). “Uptime” means the Service is accessible and accepting authenticated requests. Uptime is calculated per calendar month, excluding Scheduled Maintenance.

Scheduled Maintenance. TigerOps will provide at least 72 hours advance notice for scheduled maintenance windows. Maintenance windows are typically conducted between 02:00 and 05:00 UTC on Sundays. Emergency maintenance may be performed without advance notice when necessary to address critical security vulnerabilities or imminent service degradation.

Service Credits. If TigerOps fails to meet the uptime commitment in a given calendar month, you are eligible for service credits as follows:

To claim a service credit, you must submit a request to [email protected] within 30 days of the incident. Service credits are your sole and exclusive remedy for SLA failures and will be applied to future invoices. Credits do not apply to outages caused by your actions, third-party services outside TigerOps' control, or force majeure events.

Fees. You agree to pay all fees specified in your subscription plan or Order Form. All fees are stated in US dollars unless otherwise indicated. TigerOps reserves the right to change its pricing with 30 days' written notice; price changes will not take effect until your next renewal period.

Billing Cycle. Monthly subscriptions are billed on the first day of each calendar month. Annual subscriptions are billed upfront at the start of each annual term. Mid-cycle plan upgrades are charged on a pro-rated basis; plan downgrades take effect at the next renewal date.

Payment Methods. We accept major credit cards (Visa, Mastercard, American Express), ACH/bank transfers (Enterprise), and wire transfers (Enterprise, annual only). Payments are processed by Stripe. Your payment information is transmitted directly to Stripe and is never stored on TigerOps servers.

Late Payment. Undisputed invoices not paid within 30 days of the due date may accrue interest at the lesser of 1.5% per month or the maximum rate permitted by law. TigerOps may suspend access to the Service after 15 days' written notice for any undisputed overdue balance.

Taxes. Fees exclude all applicable taxes, levies, or duties. You are responsible for paying all taxes associated with your purchase. TigerOps will add applicable taxes to your invoice where required. If you are tax-exempt, provide a valid exemption certificate to [email protected].

Refunds. All fees are non-refundable except as expressly set forth in these Terms or required by applicable law. If TigerOps terminates your account without cause, you will receive a pro-rated refund of prepaid fees.

TigerOps may offer a free trial of paid plan features at its discretion. Free trials are available for 14 days unless otherwise specified. During a free trial:

• No credit card is required to start the trial
• All features of the selected trial plan are available without restriction
• Data ingested and configurations created during the trial are retained if you subscribe
• TigerOps reserves the right to terminate the trial at any time for any reason
• These Terms apply to your use of the Service during the trial period

At the end of the free trial, if you have not provided a payment method and subscribed to a paid plan, your account will be downgraded to the Free plan. Data that exceeds Free plan limits will be made inaccessible (not deleted) for 30 days, giving you the opportunity to upgrade and recover it.

Termination by You. You may terminate your subscription at any time through your account settings or by contacting [email protected]. Monthly subscriptions will remain active until the end of the current billing period; annual subscriptions may be cancelled with a 30-day notice period, subject to refund eligibility.

Termination by TigerOps for Cause. TigerOps may immediately suspend or terminate your account and access to the Service if: (a) you materially breach these Terms and fail to cure such breach within 15 days of written notice; (b) you become insolvent or file for bankruptcy; (c) you use the Service to violate applicable law; or (d) your account poses a security risk to TigerOps or other customers.

Termination by TigerOps Without Cause. TigerOps may terminate your subscription without cause on 60 days' written notice, in which case TigerOps will provide a pro-rated refund of any prepaid, unused fees.

Effect of Termination. Upon termination, your right to access and use the Service will immediately cease. Sections that by their nature should survive termination (including limitations of liability, intellectual property, indemnification, and governing law) will survive. Customer Data export obligations described in Section 6 apply for 30 days post-termination.

TIGEROPS' TOTAL CUMULATIVE LIABILITY ARISING OUT OF OR RELATED TO THESE TERMS OR THE SERVICE, WHETHER IN CONTRACT, TORT (INCLUDING NEGLIGENCE), OR OTHERWISE, WILL NOT EXCEED THE GREATER OF: (A) THE TOTAL FEES PAID BY YOU TO TIGEROPS IN THE TWELVE (12) MONTHS IMMEDIATELY PRECEDING THE EVENT GIVING RISE TO THE CLAIM; OR (B) ONE HUNDRED US DOLLARS ($100).

The limitations in this Section apply regardless of the theory of liability and even if any limited remedy fails of its essential purpose. Some jurisdictions do not allow the exclusion or limitation of liability for consequential or incidental damages; in those jurisdictions, our liability is limited to the greatest extent permitted by law.

By You. You agree to indemnify, defend, and hold harmless TigerOps and its affiliates, officers, directors, employees, and agents from any claims, damages, losses, liabilities, costs, and expenses (including reasonable attorneys' fees) arising out of or related to: (a) your use of the Service in violation of these Terms; (b) Customer Data uploaded by you; (c) your violation of any applicable law or third-party rights; or (d) your negligence or willful misconduct.

By TigerOps. TigerOps will indemnify, defend, and hold you harmless from third-party claims alleging that the Service, when used as permitted under these Terms, infringes any US patent, copyright, trademark, or trade secret. This obligation does not apply if the claim arises from your modifications to the Service, combination with third-party products, or use in violation of these Terms.

The indemnified party must: (a) promptly notify the indemnifying party in writing; (b) grant the indemnifying party sole control of the defense and settlement; and (c) provide reasonable cooperation at the indemnifying party's expense.

THE SERVICE IS 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 COURSE OF PERFORMANCE.

TIGEROPS DOES NOT WARRANT THAT: (A) THE SERVICE WILL FUNCTION UNINTERRUPTED, SECURE, OR AVAILABLE AT ANY PARTICULAR TIME OR LOCATION; (B) ERRORS OR DEFECTS WILL BE CORRECTED; (C) THE SERVICE IS FREE OF VIRUSES OR OTHER HARMFUL COMPONENTS; OR (D) THE RESULTS OF USING THE SERVICE WILL MEET YOUR REQUIREMENTS.

The AI features of the Service, including anomaly detection, root cause analysis, and autonomous remediation, are provided on a best-effort basis. TigerOps makes no representation that AI-generated recommendations or automated actions will be accurate, complete, or appropriate for your specific environment. You remain solely responsible for all production decisions made in reliance on AI outputs.

These Terms are governed by and construed in accordance with the laws of the State of Delaware, 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 to these Terms.

For any disputes not subject to arbitration under Section 15, you consent to the exclusive jurisdiction of the state and federal courts located in New Castle County, Delaware, and waive any objection to venue in such courts.

Informal Resolution. Before filing any formal proceeding, the parties agree to attempt to resolve disputes informally. Either party may initiate informal dispute resolution by sending written notice describing the dispute to the other party. The parties will make good-faith efforts to resolve the dispute within 30 days of such notice.

Binding Arbitration. If informal resolution fails, disputes (except those specified below) will be resolved by binding arbitration administered by JAMS under its Streamlined Arbitration Rules. The arbitration will be conducted in Delaware unless the parties mutually agree otherwise. The arbitrator's decision will be final and binding, and judgment may be entered in any court of competent jurisdiction. Each party will bear its own costs unless the arbitrator awards otherwise.

Class Action Waiver. YOU AND TIGEROPS AGREE THAT EACH MAY BRING CLAIMS AGAINST THE OTHER ONLY IN YOUR OR ITS INDIVIDUAL CAPACITY AND NOT AS A PLAINTIFF OR CLASS MEMBER IN ANY PURPORTED CLASS OR REPRESENTATIVE ACTION.

Exceptions. Either party may seek emergency injunctive relief in a court of competent jurisdiction to prevent irreparable harm without waiving the right to arbitrate. Claims involving intellectual property infringement, confidentiality obligations, or violations of the Acceptable Use Policy may be brought in court without first submitting to arbitration.

TigerOps reserves the right to modify these Terms at any time. We will provide notice of material changes by: (a) updating the “Last updated” date at the top of this page; (b) sending email notice to registered account holders; and (c) displaying a banner in the platform for at least 30 days prior to the effective date.

Your continued use of the Service after the effective date of modified Terms constitutes your acceptance of those changes. If you disagree with the modified Terms, you must stop using the Service and notify us to cancel your subscription.

For material changes that adversely affect your rights, we will not apply the changes to your current subscription term without your express consent; changes will take effect at the next renewal.

These Terms, together with the Privacy Policy, Data Processing Agreement, any applicable Order Form, and any other agreements incorporated by reference, constitute the entire agreement between you and TigerOps with respect to the Service and supersede all prior understandings, negotiations, and agreements between the parties regarding the subject matter herein.

No waiver of any provision of these Terms will be deemed a further or continuing waiver of such provision or any other provision, and TigerOps' failure to assert any right or provision under these Terms will not constitute a waiver of such right or provision. Any waiver must be in writing and signed by an authorized representative of TigerOps.