Terms of Service

Effective date: September 3, 2026

1. Agreement

These Terms of Service (the "Terms") govern your access to and use of the PackDB platform, including our website, dashboard, APIs, and related services (collectively, the "Service"), operated by PackDB ("we", "us", or "our"). By creating an account, sending data to the Service, or otherwise using it, you agree to these Terms. If you are agreeing on behalf of an organization, you represent that you have authority to bind that organization, and "you" refers to that organization.

A separately signed agreement between you and PackDB — for example an enterprise order form or master services agreement — controls over these Terms to the extent the two conflict.

2. The Service

PackDB is a managed cloud observability platform. You send telemetry — metrics, logs, and traces — to your workspace, and we store it, index it, and make it queryable through the dashboard and through compatible query APIs. Each workspace has its own resource limits and quota enforcement, and its usage is visible in the dashboard.

We may change, add, or remove features. We will not make a material reduction to a feature you rely on in a paid plan without notifying account owners at the email address on the account.

3. Accounts

You must provide accurate account information and keep it current. You are responsible for activity under your account, for the security of your credentials and API keys, and for the actions of the workspace members you invite. Notify us promptly at hello@packdb.io if you believe an account or key has been compromised. You must be at least 18 years old, or the age of majority where you live, to use the Service.

4. Plans, Usage, and Billing

Current plans and prices are published on our pricing page, which is the authoritative statement of plan economics. As of the effective date above:

  • The free evaluation runs for 90 days and includes 5 GB of ingest per month with 14-day retention. It requires no payment method and carries no overage.
  • Pro is $49/month per month and includes 100 GB of ingest per month across all signals with 30-day retention. Ingest beyond the included amount is billed at $0.50/GB, the same rate for metrics, logs, and traces.
  • Enterprise terms, including pricing and any additional commitments, are set in a separate signed agreement.

Usage is metered by bytes ingested and is measured by our systems; those measurements are the basis for billing. Paid plans are billed in advance for the base subscription and in arrears for usage above the included amount, through our payment processor (Stripe). Fees are exclusive of taxes, which we may add where required. Charges are non-refundable except where required by law or expressly stated by us in writing. We may change prices with at least 30 days' notice to account owners, effective at your next billing period.

If a payment fails or an invoice remains unpaid, we may suspend the Service after giving you notice and a reasonable opportunity to resolve it.

5. Acceptable Use

You agree not to:

  • Use the Service in violation of applicable law, or to store or transmit unlawful material
  • Attempt to gain unauthorized access to the Service, another customer's workspace, or our infrastructure, or to probe or test our systems without our written permission
  • Circumvent quota enforcement, plan limits, or metering, or deliberately consume resources in a way designed to degrade the Service for others
  • Resell or provide the Service to third parties as a standalone offering without our written agreement
  • Send us telemetry you are not permitted to send, including another party's personal data you have no lawful basis to process

Telemetry payloads are the wrong place for secrets and for sensitive categories of personal data. Do not send us payment card numbers, government identifiers, health records, credentials, or API keys in the body or attributes of your telemetry.

6. Your Data

You own the telemetry and other content you send to the Service ("Customer Data"). You grant us a non-exclusive, worldwide license to host, process, transmit, and display Customer Data solely to provide and operate the Service for you, including storage, indexing, querying, and correlation, and to enforce plan limits.

We do not use the contents of your telemetry payloads for advertising, for profiling, or to train models offered to other customers. Aggregate operational and usage measurements — volumes, query counts, error rates — may be used to operate, secure, and improve the Service.

Retention follows your plan. Data older than your plan's retention window is deleted on our normal schedule. You may export your data through the query APIs while your account is active. Our handling of personal data is described in the Privacy Policy, which forms part of these Terms.

7. AI Features

Some features use AI models to summarize telemetry, propose queries, suggest likely causes, or produce investigation notes. These features are assistive: their output can be incomplete or wrong, and it is not professional advice. You are responsible for reviewing AI-generated output before you act on it, and for any decision you make on the basis of it. Features labeled as evaluation, beta, or preview may change or be withdrawn, and are provided without any commitment as to continued availability.

8. Availability and Support

We operate the Service with reasonable care, but we publish no uptime or response-time commitment with these Terms, and none should be inferred from them. Any such commitment applies only if it appears in a separately signed agreement with you. We may perform maintenance, and we may suspend access where we reasonably believe it is necessary to protect the Service, our other customers, or to comply with law.

Support for self-serve plans is provided by email at hello@packdb.io on a reasonable-efforts basis.

9. Confidentiality

Each party may receive non-public information from the other. Each party will use the other's confidential information only to perform under these Terms, will protect it with at least reasonable care, and will not disclose it except to personnel and contractors bound by similar obligations, or where required by law. This does not cover information that is public, already known, independently developed, or lawfully received from a third party.

10. Intellectual Property

We retain all rights in the Service, including its software, interfaces, documentation, and trademarks. These Terms grant you a limited, non-exclusive, non-transferable right to use the Service during your subscription. You may not copy, modify, reverse engineer, or create derivative works of the Service except to the extent that restriction is unenforceable by law. If you send us feedback, we may use it without obligation to you.

11. Third-Party Services

The Service depends on third-party providers, including Stripe for payments, Supabase for authentication and database hosting, and Cloudflare for content delivery and edge compute. If you connect the Service to third-party tools of your own, your use of those tools is governed by their terms, and we are not responsible for them.

12. Term, Termination, and Suspension

These Terms apply for as long as you use the Service. You may stop using the Service and cancel a paid plan at any time from the dashboard; cancellation takes effect at the end of the current billing period, and usage already incurred remains payable. We may terminate or suspend your access for a material breach of these Terms, for non-payment, or where required by law, giving notice where we reasonably can.

On termination, your right to use the Service ends. We delete Customer Data on our normal schedule after closure; export anything you need before you close the account. Sections that by their nature should survive — including fees owed, confidentiality, intellectual property, disclaimers, limitation of liability, and indemnification — survive termination.

13. Disclaimers

Except as expressly stated in these Terms or a signed agreement, the Service is provided "as is" and "as available", and we disclaim all warranties, express or implied, including merchantability, fitness for a particular purpose, and non-infringement. We do not warrant that the Service will be uninterrupted or error-free, or that it will detect every problem in the systems you monitor with it.

14. Limitation of Liability

To the maximum extent permitted by law, neither party is liable for indirect, incidental, special, consequential, or punitive damages, or for lost profits, revenue, or data, arising from or relating to the Service. Each party's total liability arising from or relating to these Terms is limited to the amounts you paid us for the Service in the twelve months before the event giving rise to the claim. These limits do not apply to your payment obligations, to either party's indemnification obligations, or to liability that cannot be limited by law.

15. Indemnification

You will defend and indemnify us against third-party claims arising from your Customer Data or your use of the Service in breach of these Terms. We will defend and indemnify you against third-party claims that the Service, used as permitted here, infringes their intellectual property rights. The indemnified party must give prompt notice, reasonable cooperation, and control of the defense to the indemnifying party.

16. Changes to These Terms

We may update these Terms. For material changes we will post the updated Terms here with a new effective date and notify account owners by email at least 30 days before they take effect, unless a change must take effect sooner for legal or security reasons. Continuing to use the Service after the effective date means you accept the updated Terms.

17. General

These Terms, together with the Privacy Policy and any signed agreement, are the entire agreement between us on this subject. If a provision is unenforceable, the rest remains in effect. A failure to enforce a provision is not a waiver of it. You may not assign these Terms without our consent; we may assign them in connection with a merger, acquisition, or sale of assets. Nothing here creates a partnership, agency, or employment relationship.

18. Contact

Questions about these Terms? Use our contact form or email hello@packdb.io.