OpenTrace Terms of Service¶

Last Updated: February 11, 2026

1. Introduction and Acceptance of Terms¶

These Terms of Service ("Terms") govern your access to and use of OpenTrace Insight Platform ("OpenTrace," "Service," "Platform," or "we"), an AI-powered system for investigating operational incidents, analyzing system architecture, and understanding complex distributed systems.

By accessing or using OpenTrace, you agree to be bound by these Terms. If you are using OpenTrace on behalf of an organization, you represent and warrant that you have the authority to bind that organization to these Terms.

If you do not agree to these Terms, do not use the Service.

2. Service Description¶

2.1 Platform Overview¶

OpenTrace Insight is a cloud-based Software-as-a-Service (SaaS) platform that provides AI-assisted system investigation and understanding for modern distributed systems, including:

Automated Incident Investigation: AI-assisted investigation of production incidents and operational anomalies
Root Cause Analysis Support: AI-powered analysis and hypothesis generation for system failures and operational issues
System Architecture Intelligence: Knowledge-graph-based representation of code, runtime telemetry, and infrastructure relationships
Investigation Timeline: A continuously updated timeline of investigation steps, findings, and evidence
Evidence Collection: Centralized organization of investigation artifacts and references
Integration Hub: Connections to monitoring, observability, error tracking, infrastructure, and code repository platforms

2.2 Technical Architecture¶

The Service operates on Google Cloud Platform infrastructure and includes:

Insight API: RESTful HTTP and gRPC API endpoints hosted on Google Cloud Run
Insight Agent: Multi-agent investigation system powered by Google Vertex AI (Gemini models)
Insight UI: Web-based interface for managing investigations
MCP Protocol: Model Context Protocol for external tool and data source integration
Storage Systems: Google Firestore, Neo4j, PostgreSQL, and Firebase Storage

2.3 AI and Machine Learning¶

OpenTrace uses artificial intelligence and large language models (LLMs), specifically Google Vertex AI with Gemini models, to assist users in:

Analyze system behavior and operational signals
Generating investigation hypotheses and explanatory summaries
Correlating data across connected tools and services
Producing natural language descriptions of observed system behavior

Important Limitations and Disclaimers:

AI-generated outputs are informational suggestions only, not guarantees or determinations of fact
Outputs may be inaccurate, incomplete, or misleading
Human review and validation is required before acting on any AI-generated output
OpenTrace does not perform automated decision-making producing legal, financial, medical, or similarly significant effects
OpenTrace is a diagnostic and analysis tool and must not be used as the sole basis for operational decisions

3. Account Terms¶

3.1 Account Registration¶

To use OpenTrace, you must:

Create an account with accurate and complete information
Provide a valid email address
Create a secure password
Be at least 18 years of age (or the age of majority in your jurisdiction)
Comply with all applicable laws and regulations

3.2 Organization Accounts¶

OpenTrace supports organization-based multi-tenant access:

Organizations can have multiple users and teams
Users belong to one or more organizations
Investigation data is isolated by organization
Organization administrators can manage users, permissions, and settings
Each organization is responsible for the actions of its users

3.3 Authentication¶

Account authentication is provided through:

Firebase Authentication: Primary authentication system using JWT bearer tokens
Clerk: Organization and team management with OAuth support
Third-Party OAuth: Google, GitHub, GitLab authentication options

You are responsible for: - Maintaining the confidentiality of your account credentials - All activities that occur under your account - Immediately notifying us of any unauthorized use

3.4 Account Responsibilities¶

You agree to:

Keep your contact information current
Not share your account with others
Not create multiple accounts to evade restrictions
Not use automated means to create accounts
Not sell, transfer, or sublicense your account

4. Acceptable Use Policy¶

4.1 Permitted Use¶

You may use OpenTrace only for lawful purposes and in accordance with these Terms. Specifically, you may:

Investigate incidents in systems you own or have authorization to monitor
Analyze your own infrastructure and application architecture
Integrate with third-party services you have authorization to access
Share investigation results with authorized team members

4.2 Prohibited Conduct¶

You may not:

Use the Service to access systems, data, or resources without authorization
Attempt to circumvent security measures or access controls
Reverse engineer, decompile, or disassemble any part of the Service
Use the Service to transmit malware, viruses, or malicious code
Perform load testing or penetration testing without prior written consent
Scrape, crawl, or spider the Service
Interfere with or disrupt the Service or its infrastructure
Use the Service in violation of any applicable law or regulation
Impersonate any person or entity
Collect or harvest personal information without consent
Use the Service for competitive analysis or to build a competitive product

4.3 Third-Party Integration Compliance¶

When using OpenTrace's integration features (GitHub, GitLab, Slack, Grafana, Jaeger, AWS, etc.), you agree to:

Comply with the terms of service of each integrated platform
Only integrate systems and data sources you have authorization to access
Not exceed rate limits or usage restrictions of integrated services
Maintain valid credentials and API keys for your integrations

5. Data and Privacy¶

5.1 Data You Provide¶

When using OpenTrace, you may provide or the Service may collect:

Account Information: Email, name, organization details, authentication credentials
Investigation Data: Incident descriptions, hypotheses, notes, comments
System Data: Logs, metrics, traces, error reports, code repository information
Integration Credentials: OAuth tokens, API keys, webhooks for third-party services
File Uploads: Evidence files, screenshots, configuration files

5.2 Data We Collect¶

OpenTrace automatically collects:

Usage Data: API requests, feature usage, session duration
Technical Data: IP addresses, browser information, device information
Timeline Events: Investigation progress, agent actions, evidence collection
Observability Data: Platform telemetry via OpenTelemetry tracing

5.3 Data Storage and Processing¶

Your data is stored and processed using OpenTrace-managed systems and approved subprocessors, including:

Google Firestore (investigation metadata and events)
Neo4j (system and context graphs)
PostgreSQL (activity streams and audit logs)
Firebase Storage (file uploads and evidence)
Google Vertex AI (LLM-based analysis)

Data Location and Subprocessors Data storage locations and subprocessors are described in our Privacy Policy and Subprocessor List, which may be updated from time to time with reasonable notice. OpenTrace does not guarantee that data will be processed exclusively in a single geographic region unless expressly agreed in writing.

5.4 AI Processing of Your Data¶

When you use OpenTrace:

Investigation data may be transmitted to Google Vertex AI for real-time analysis
Model inputs and outputs may be temporarily processed and logged by OpenTrace solely for service operation, debugging, and security purposes

Content logging is subject to access controls, retention limits, and masking of sensitive fields where supported

AI processing is performed to provide the Service and is not used to train or fine-tune underlying AI models

Enterprise Controls

Enterprise customers may be eligible for configuration options to limit or disable content-level logging, subject to technical feasibility and support agreements.

Sensitive Data Obligation

You agree not to submit secrets, credentials, cryptographic keys, or unnecessary personally identifiable information to the Service. You are responsible for implementing reasonable filtering, redaction, and access controls prior to submitting data for analysis.

5.5 Data Retention¶

Data retention is governed by organization-level configuration settings and our Privacy Policy. Unless otherwise configured or required by law:

Investigation data is retained while your account is active
Deleted investigations are retained for a limited recovery period, then permanently deleted
Account data is deleted within a reasonable period following account termination
Security and audit logs may be retained for compliance and integrity purposes

5.6 Data Access and Deletion¶

You have the right to:

Access your investigation data via the UI or API
Export your investigation data in JSON format
Delete individual investigations
Request deletion of your account and all associated data

To exercise these rights, contact us at support@opentrace.com.

5.7 Privacy Policy¶

Our collection, use, and protection of your personal information is governed by our Privacy Policy at docs.opentrace.com/privacy-policy. The Privacy Policy is incorporated into these Terms by reference.

5.8 Security Measures¶

We implement industry-standard security measures including:

Encryption in transit (TLS/HTTPS)
Encryption at rest (Google Cloud encryption)
Organization-based data isolation
JWT bearer token authentication
Regular security audits and monitoring
OpenTelemetry tracing for security event detection

However, no method of transmission or storage is 100% secure. You use the Service at your own risk.

6. Third-Party Integrations¶

6.1 Integration Authorization¶

OpenTrace integrates with external services using:

OAuth 2.0: GitHub, GitLab, Slack, Google authentication
API Keys: Grafana, Bugsnag, Sentry, FusionReactor, OpenSearch
Webhooks: Slack events, GitHub events, GitLab events
MCP Protocol: Standardized tool integration for logs, metrics, traces

You grant OpenTrace permission to:

Access integrated services on your behalf
Query data from integrated services during investigations
Store integration credentials securely (encrypted)
Use webhooks to trigger investigations automatically

6.2 Integration Data Access¶

When you connect integrations, OpenTrace may access:

GitHub/GitLab: Repository files, commit history, issues, pull requests, webhook events
Slack: Message content (when mentioned), channel information, user information
Grafana: Dashboards, Prometheus metrics, Loki logs, Tempo traces, alerts
Jaeger: Distributed traces and spans
AWS: EKS cluster metadata, infrastructure information
Bugsnag/Sentry: Error reports, stack traces, occurrence data
OpenSearch: Log data and search results

6.3 Your Responsibilities¶

You are responsible for:

Ensuring you have authorization to integrate third-party services
Maintaining valid credentials for integrations
Complying with third-party terms of service
Revoking access when no longer needed
Monitoring integration usage and costs

6.4 Third-Party Terms¶

Your use of integrated services is subject to their respective terms of service. OpenTrace is not responsible for:

Availability or performance of third-party services
Changes to third-party APIs or terms
Data loss or corruption in third-party services
Violations of third-party terms by you or your users

6.5 Integration Limits¶

We may impose limits on:

Number of integrations per organization
API call volume to integrated services
Data retrieval from integrated services
Webhook frequency and payload size

7. Intellectual Property Rights¶

7.1 OpenTrace IP¶

OpenTrace and all related technology, including:

Source code, algorithms, and software
User interface design and branding
Documentation and training materials
AI models, prompts, and workflows (excluding underlying Google models)
MCP server implementations

...are owned by OpenTrace or our licensors and protected by copyright, trademark, and other intellectual property laws.

License Grant to You: Subject to these Terms, we grant you a limited, non-exclusive, non-transferable, revocable license to access and use the Service for your internal business purposes.

7.2 Your Data and Content¶

You retain all ownership rights to Customer Data, including investigation data, files, evidence, comments, and system information submitted to or processed by the Service.

License Grant to OpenTrace

You grant OpenTrace a limited, worldwide, non-exclusive, royalty-free license to host, process, transmit, and display Customer Data solely to provide, secure, and support the Service.

No Training by Default

OpenTrace does not use Customer Data to train, fine-tune, or improve AI models unless a separate written agreement is executed with you that expressly permits such use.

Aggregated and De-Identified Data

OpenTrace may generate and use aggregated, de-identified data derived from Service usage for analytics and service improvement, provided that such data:

Does not identify you or any individual
Cannot reasonably be re-identified
Is not shared in customer-identifiable form

7.3 AI-Generated Content¶

Content generated by OpenTrace’s AI features:

Is provided “as-is” and without warranties
May be inaccurate, incomplete, or misleading
Requires human review and validation prior to use
Does not constitute professional advice

Ownership and usage rights in AI-generated content follow the same terms as Customer Data.

7.4 Feedback and Suggestions¶

If you provide feedback, suggestions, or ideas about OpenTrace:

We may use them without restriction or compensation
You waive any intellectual property rights in such feedback
We have no obligation to implement or respond to feedback

8. Payment Terms¶

8.1 Billing¶

Subscription fees are billed monthly in advance
Fees are non-refundable except as required by law
All fees are in USD / CURRENCY] and exclude applicable taxes
You are responsible for all taxes, duties, and assessments

8.2 Payment Methods¶

We accept payment via:

Credit card (Visa, Mastercard, American Express)
Invoice (for enterprise customers)

You authorize us to charge your payment method on file.

8.3 Late Payment¶

If payment fails:

We will attempt to collect payment for 15 days
Your access may be suspended after 15 days
Your account may be terminated after 30 days
You remain liable for all outstanding charges plus collection costs

8.4 Price Changes¶

We may change pricing with 30 days' advance notice. Price changes apply:

Immediately for new customers
At next renewal for existing customers

9. Service Level and Availability¶

9.1 Service Availability¶

OpenTrace is provided on an "as available" basis. We do not guarantee:

Uninterrupted access to the Service
Error-free operation
Specific uptime percentages (unless covered by separate SLA)
Compatibility with all browsers or devices

9.2 Maintenance and Downtime¶

We may:

Perform scheduled maintenance with 24 hours advance notice
Perform emergency maintenance without notice
Temporarily suspend Service for security, legal, or technical reasons

9.3 Service Modifications¶

We reserve the right to:

Add, modify, or remove features
Change Service architecture or technology
Update user interface design
Modify APIs (with reasonable notice for breaking changes)

We will make reasonable efforts to maintain backward compatibility and provide migration assistance for significant changes.

10. Limitation of Liability¶

10.1 Disclaimer of Warranties¶

THE SERVICE IS PROVIDED "AS IS" AND "AS AVAILABLE" WITHOUT WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO:

MERCHANTABILITY
FITNESS FOR A PARTICULAR PURPOSE
NON-INFRINGEMENT
ACCURACY OR RELIABILITY OF AI-GENERATED CONTENT
AVAILABILITY OR UNINTERRUPTED ACCESS
SECURITY OR FREEDOM FROM VIRUSES
RESULTS OR OUTCOMES FROM USE OF THE SERVICE

AI-SPECIFIC DISCLAIMER: OpenTrace uses artificial intelligence and large language models that may produce inaccurate, incomplete, biased, or inappropriate output. We do not warrant the accuracy, completeness, or reliability of any AI-generated insights, analysis, or recommendations. You are solely responsible for reviewing, validating, and acting on (or not acting on) AI-generated content.

10.2 Limitation of Liability¶

TO THE MAXIMUM EXTENT PERMITTED BY LAW, OPENTRACE SHALL NOT BE LIABLE FOR:

INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR EXEMPLARY DAMAGES
LOSS OF PROFITS, REVENUE, DATA, OR BUSINESS OPPORTUNITIES
SYSTEM DOWNTIME OR INCIDENT RESPONSE DELAYS
ERRORS IN AI-GENERATED ANALYSIS OR RECOMMENDATIONS
ACTIONS TAKEN BASED ON SERVICE OUTPUT
UNAUTHORIZED ACCESS TO YOUR DATA
THIRD-PARTY INTEGRATION FAILURES
DAMAGE TO YOUR SYSTEMS FROM SERVICE USE

OPENTRACE'S TOTAL LIABILITY FOR ALL CLAIMS ARISING FROM OR RELATED TO THESE TERMS SHALL NOT EXCEED THE AMOUNT YOU PAID TO OPENTRACE IN THE 12 MONTHS PRECEDING THE CLAIM (OR $100 IF NO FEES WERE PAID).

10.3 Critical Systems Warning¶

⚠️ CRITICAL NOTICE: OpenTrace is a diagnostic and analysis tool. DO NOT USE OPENTRACE AS THE SOLE BASIS FOR OPERATIONAL DECISIONS IN:

Life-critical systems (medical devices, emergency services)
Safety-critical systems (aviation, automotive, industrial control)
Financial transaction systems requiring regulatory compliance
Any system where failure could result in death, injury, or significant property damage

You are solely responsible for human oversight and validation of all Service outputs before taking action.

10.4 Indemnification¶

You agree to indemnify, defend, and hold harmless OpenTrace and its officers, directors, employees, and agents from any claims, damages, losses, liabilities, and expenses (including legal fees) arising from:

Your use or misuse of the Service
Your violation of these Terms
Your violation of third-party rights
Your violation of applicable laws or regulations
Actions taken based on AI-generated content
Unauthorized access to systems via integrations
Your data or content submitted to the Service

11. Term and Termination¶

11.1 Term¶

These Terms begin when you first access the Service and continue until terminated by either party.

11.2 Termination by You¶

You may terminate at any time by:

Canceling your subscription via the UI
Emailing support@opentrace.com with termination request
Closing your account in account settings

Termination is effective at the end of your current billing period. No refunds for partial periods.

11.3 Termination by OpenTrace¶

We may suspend or terminate your access immediately if:

You breach these Terms
You fail to pay fees when due
Your use poses a security risk
We are required by law to terminate
We discontinue the Service (with 30 days' notice)

11.4 Effect of Termination¶

Upon termination or expiration of the Service:

Your access to the Service will cease
You remain responsible for any outstanding fees
Customer Data will be retained and deleted in accordance with:
Your organization’s retention settings, and
Our Privacy Policy
You may request a data export for a limited period following termination, subject to authentication and security controls

11.5 Data Export¶

You may export your data before termination by:

Using the data export feature in the UI
Requesting export via support@opentrace.com
Accessing data via API (while access is active)

Data exports are provided in JSON format.

12. Confidentiality¶

12.1 Confidential Information¶

Confidential Information does not include information that:

Is or becomes publicly available without breach
Was lawfully known prior to disclosure
Is independently developed without reference to Confidential Information

12.2 Confidentiality Obligations¶

You agree to:

Not disclose OpenTrace's Confidential Information
Use Confidential Information only for authorized purposes
Protect Confidential Information with reasonable care
Notify us promptly of any unauthorized disclosure

We will treat your data and account information as confidential pursuant to our Privacy Policy.

13. General Legal Terms¶

13.1 Governing Law¶

These Terms are governed by the laws of Delaware, USA, without regard to conflict of law principles.

13.2 Dispute Resolution¶

Any dispute arising from these Terms shall be resolved exclusively in the state or federal courts located in Delaware, USA. You consent to personal jurisdiction in these courts.

13.3 Class Action Waiver¶

You agree to resolve disputes with OpenTrace on an individual basis. You waive the right to participate in class actions, class arbitrations, or representative actions.

13.4 Modifications to Terms¶

We may modify these Terms at any time by:

Posting updated Terms on our website
Notifying you via email or in-app notification
Requiring acceptance of new Terms on next login (for material changes)

Continued use after changes constitutes acceptance. If you disagree with changes, your sole remedy is to terminate your account.

13.5 Assignment¶

You may not assign or transfer your rights under these Terms without our written consent. We may assign these Terms without your consent in connection with a merger, acquisition, or sale of assets.

13.6 Entire Agreement¶

These Terms, together with our Privacy Policy and any additional agreements you enter into with OpenTrace, constitute the entire agreement between you and OpenTrace and supersede all prior agreements, understandings, and communications.

13.7 Severability¶

If any provision of these Terms is found unenforceable, the remaining provisions remain in full effect, and the unenforceable provision is modified to the minimum extent necessary to make it enforceable.

13.8 No Waiver¶

Our failure to enforce any provision does not waive our right to enforce it later. Any waiver must be in writing and signed by an authorized representative.

13.9 Force Majeure¶

We are not liable for delays or failures due to causes beyond our reasonable control, including:

Natural disasters, pandemics, or acts of God
War, terrorism, or civil unrest
Government actions or regulations
Labor disputes or strikes
Internet or telecommunications failures
Third-party service provider failures (Google Cloud, etc.)

13.10 Export Compliance¶

You represent that you are not located in a country subject to U.S. embargo or designated as a "terrorist supporting" country, and you are not on any U.S. government list of prohibited or restricted parties.

You agree to comply with all export and import laws when using the Service.

13.11 Government Use¶

If you are a U.S. government entity, OpenTrace is a "commercial item" as defined in FAR 2.101, and licensing is in accordance with these Terms.

13.12 Notices¶

Notices to you may be sent to the email address associated with your account. Notices to OpenTrace should be sent to:

OpenTrace, Inc
14205 N MO PAC EXPY, STE 570, PMB 640435
Austin, TX 78728, USA

13.13 Relationship¶

These Terms do not create a partnership, joint venture, employment, or agency relationship between you and OpenTrace.

14. Contact Information¶

For questions about these Terms, contact us at:

Email: support@opentrace.com
Address: 14205 N MO PAC EXPY, STE 570, PMB 640435
Austin, TX 78728, USA
Website: https://opentrace.com

15. Definitions¶

"Account": Your registered user account for accessing the Service
"AI": Artificial intelligence, including large language models (LLMs)
"API": Application Programming Interface provided by OpenTrace
"Evidence": Files, screenshots, logs, or data collected during an investigation
"Integration": Connection to third-party services like GitHub, Slack, Grafana
"Investigation": A specific incident analysis session in OpenTrace
"MCP": Model Context Protocol for tool integration
"Organization": Multi-user tenant account in OpenTrace
"Service": OpenTrace Insight Platform and all related services
"Timeline": Chronological record of investigation events and AI agent actions
"You": The individual or entity using OpenTrace

END OF TERMS OF SERVICE