Services Provided: Log10x Inc. ("Log10x," "we," "us") provides log optimization software and services including Dev (local testing), Cloud Reporter (cost analysis), Storage Streamer (on-demand streaming), Edge Reporter (pre-ingestion analysis), Edge Regulator (cost control), and Edge Optimizer (log optimization).

Agreement to Terms: By accessing or using Log10x Services, you agree to these Terms. If you disagree, do not use our Services.

Business Use Only: Services are intended for business and commercial use. Not for children under 16.

Modifications: We may modify these Terms with 30 days' notice. Continued use after modifications constitutes acceptance.

Account Creation: Provide accurate, current information. You're responsible for account security and all activities under your account.

Authorization: You represent that you have authority to bind your organization to these Terms.

Prohibited Activities: Do not (a) reverse engineer our software, (b) interfere with Service operation, (c) access others' accounts without authorization, (d) use Services for illegal purposes, or (e) violate applicable laws or regulations.

Account Suspension: We may suspend accounts for non-payment, Terms violations, or security concerns. We'll provide notice except where prohibited by law or emergency circumstances require immediate action.

Node-Based Pricing: Pricing based on "Collector Instances"—the number of log collector pods or nodes running Log10x software, measured at P90 baseline (90th percentile over billing period). For DaemonSet deployments (80% of customers), this equals Kubernetes worker node count. For sidecar deployments, count collector pods.

Pricing Tiers: See pricing page for current tiers and rates. Monthly or annual billing available. Annual subscriptions offer discounted rates.

Overage Policy: We notify you at 75%, 90%, and 100% of tier capacity. You receive a 14-day grace period to upgrade tiers. No automatic charges—tier upgrades require manual confirmation. Measurement uses P90 baseline, so temporary spikes don't trigger notifications.

Payment Methods: Stripe credit card processing or AWS Marketplace. Fees are non-refundable except as stated in Refund Policy below.

Auto-Renewal: Subscriptions auto-renew unless canceled 30 days before renewal date. We'll email renewal reminders 30 days and 7 days before renewal.

Late Payment: Overdue accounts may be suspended after 15 days. $25 late fee applies to payments over 30 days past due.

Monthly Subscriptions: No refunds. Monthly subscriptions are pay-as-you-go. Cancel anytime to avoid future charges, but no refunds for partial months.

Annual Subscriptions: No refunds. Annual subscriptions are a commitment for the full term. If you cancel mid-term, service continues through the end of your paid period but does not auto-renew. No pro-rata refunds for early termination.

New Customer Guarantee: First-time customers may request full refund within 30 days of initial purchase if unsatisfied. Applies to first purchase only, not renewals.

Billing Errors: Full refund for billing errors (duplicate charges, incorrect amounts) if reported within 90 days. Email billing@log10x.com with invoice number and error description.

Permitted Use: Use Services for lawful business purposes only. Comply with all applicable laws and regulations.

Prohibited Activities: You may not:
• Use Services to transmit malware, spam, or illegal content
• Attempt to gain unauthorized access to other customers' data
• Reverse engineer, decompile, or disassemble our software
• Remove or modify proprietary notices
• Resell Services without written authorization
• Use Services for competitive analysis or benchmarking without permission
• Generate artificial traffic to inflate usage metrics

Resource Limits: Services include reasonable usage limits. Excessive use that impacts Service performance for others may result in throttling or suspension.

Compliance: You're responsible for complying with data protection laws applicable to your use of Services, including GDPR, CCPA, and HIPAA if applicable.

Customer Data Ownership: You retain all right, title, and interest in your log data, observability data, and any content you process using Services. Log10x claims no ownership of customer data.

Log10x IP: Log10x retains all intellectual property rights in Services, software, documentation, and technology. These Terms grant you a limited license to use Services—not a transfer of IP rights.

Aggregated Data: Log10x may use aggregated, anonymized usage data for product improvement, benchmarking, and analytics. This includes Prometheus metrics sent by products: event patterns, enrichments, and aggregate statistics. Aggregated data contains no customer-identifiable information or log content.

Feedback: Feedback or suggestions you provide become Log10x property. We may use feedback without obligation or compensation to you.

License Grant:

Software License: Log10x grants you a non-exclusive, non-transferable, limited license to install and run Log10x software (Dev, Cloud Reporter, Storage Streamer, Edge Reporter, Edge Regulator, Edge Optimizer) in your infrastructure for internal business use only. License is limited to the number of nodes/instances specified in your Order.

Management Console: SaaS access to Log10x web-based management console for viewing aggregated metrics, configuring deployments, and monitoring usage. Console access contingent on active subscription.

Restrictions: You may not: (a) reverse engineer, decompile, or disassemble the software; (b) modify or create derivative works; (c) remove proprietary notices; (d) sublicense, resell, or distribute software; (e) use software for competitive analysis; or (f) exceed licensed node/instance count.

Open Source Tooling: Log10x publishes certain deployment and configuration tools under the Apache License 2.0, including, but not limited to, Helm charts, Terraform modules, Docker build files, and configuration schemas (available at github.com/log-10x). These components are governed by the Apache License 2.0, which permits use, modification, and redistribution subject to its terms (including attribution requirements). However, these tools are designed to deploy and configure the proprietary Log10x engine and runtime—using the open source tooling does not grant any license to use the Log10x software itself. A valid Log10x subscription remains required to run Log10x products regardless of how they are deployed.

Management Console Uptime: Log10x commits to 99.5% monthly uptime for the management console, measured per AWS region.

Exclusions: SLA excludes scheduled maintenance (max 4 hours/month with 48-hour notice), force majeure events, third-party service outages, customer infrastructure issues, and customer-caused downtime.

Service Credits:
• Monthly uptime below 99.5%: 10% monthly fee credit
• Monthly uptime below 99.0%: 25% monthly fee credit
• Monthly uptime below 98.0%: 50% monthly fee credit
Credits capped at 100% of monthly fees. Exclusive remedy for SLA failures.

Credit Process: Request credits within 30 days of downtime by emailing support@log10x.com with incident details. Credits applied to following month's invoice.

Software Products: No uptime SLA for software products. All Log10x products run in customer infrastructure; performance depends on customer environment and configuration.

Standard Support (included for all customers):
• Email support: support@log10x.com
• Response time: 2 business days
• Coverage: 9am-6pm EST, Monday-Friday
• Documentation and community forums access

Premium Support (paid add-on, available Q2 2026):
• Response time: 4 hours during business hours
• Priority queue
• Quarterly optimization reviews

Enterprise Support (custom contracts):
• Response time: 1 hour
• Dedicated Slack channel or contact
• Technical account manager
• Quarterly business reviews

Scope: Support covers configuration assistance, troubleshooting, and bug resolution. Does not include custom development or consulting services.

Usage Verification: Log10x may verify your compliance with licensed node/instance limits. For SaaS deployments, verification uses aggregate Prometheus metrics automatically reported by Log10x software. For air-gapped deployments, verification uses signed usage reports generated by your License Receiver deployment.

On-Premise Audit: For air-gapped or on-premise deployments where automatic reporting is unavailable, Log10x may request usage reports generated by the License Receiver service (see License Receiver documentation). Reports include P90 node counts, are cryptographically signed for tamper-evidence, and contain no log content or sensitive data.

Audit Process: Log10x will provide at least 30 days written notice before requesting an audit. Audits will be conducted during normal business hours and will not unreasonably interfere with your operations. You agree to provide reasonable cooperation, including access to usage reports and relevant deployment documentation.

Audit Frequency: No more than one audit per 12-month period, unless a previous audit revealed material non-compliance (exceeding licensed tier by more than 10%).

Remediation: If an audit reveals usage exceeding your licensed tier, you will have 30 days to either (a) upgrade to an appropriate tier, or (b) reduce usage to comply with your current tier. Fees for excess usage during the audit period will be invoiced at your current tier's per-node rate.

Warranty: Services provided "AS IS" without warranties of any kind. Log10x disclaims all warranties, express or implied, including merchantability, fitness for purpose, and non-infringement. We don't warrant Services will be error-free or uninterrupted.

Limitation of Liability: Log10x's total liability for all claims is limited to fees paid under this agreement in the 12 months preceding the claim. For free or beta services, liability capped at $10,000. Neither party is liable for indirect, incidental, consequential, special, or punitive damages.

Liability Exceptions: Limitations don't apply to: (a) intellectual property indemnification obligations, (b) payment obligations, (c) willful misconduct or gross negligence, or (d) violations of confidentiality.

Indemnification: Log10x indemnifies you against third-party claims that Services infringe IP rights. You indemnify Log10x against claims arising from: (a) your customer data, (b) your use of Services violating Terms, (c) your infrastructure or configuration (all products run in your environment), or (d) end-user claims.

Termination: Either party may terminate with 30 days' written notice. We may terminate immediately for Terms violations or non-payment. Upon termination, you get 30 days to export data, then we delete account data per Privacy Policy.

Governing Law: Delaware law governs. Disputes resolved in Delaware courts. No class actions.