Terms of Service
Version 1.1. Last updated: 11 September 2026.
These Terms are published in English, Russian and Uzbek. The English text prevails if the versions differ.
If you are contracting from Uzbekistan, the Public Offer applies to you instead of this document.
1. Who we are and what this covers
Tracepo is operated by "BEATAI LABS" LLC, a company registered in the Republic of Uzbekistan, TIN 312569409, registered at Toshkent shahri, Mirobod tumani, Yuksalish MFY, Kuylik-3 mavzesi, 37-uy, 26-xonadon. In these Terms we call ourselves "we", "us" or "Tracepo", and we call you "you" or "Customer".
These Terms govern your use of the Tracepo observability platform: the web application at app.tracepo.io, the ingestion gateway, the API, the MCP server, the Tracepo agent and everything we publish at tracepo.io and its subdomains. We call all of this the Service.
You accept these Terms when you create an account. There is no other way to accept them and no other moment at which they take effect.
If you are signing up for an organisation, you confirm that you are allowed to bind that organisation, and "you" then means that organisation.
2. What the Service does
The Service receives telemetry from systems you operate, stores it, and lets you search it, chart it and alert on it.
The Service is designed to accept three kinds of telemetry: metrics, traces and logs. Which of them are available to you depends on your plan and on the features we have released; the current list is shown in your account and in our documentation. Not every kind is available at every moment, and we may release or withdraw support for a kind of telemetry as the product develops.
The Service is provided as a hosted service only. We do not offer a self-hosted or on-premise edition.
3. Your account
You give us accurate registration details and keep them current. You are responsible for everything that happens under your account, including everything done by people you invite into it.
You keep your credentials secret. That includes passwords, API keys, personal access tokens, and the ingestion key pair (the public access key and its secret). We show an ingestion secret exactly once, at the moment we create it, and we never store it in a form we can read back. If you lose it, you issue a new one.
Tell us at support@tracepo.io as soon as you believe a credential has leaked or that someone reached your account without permission.
The Service is not for anyone under 18.
4. Your data
4.1 Three kinds of data, and who owns them
Customer Data is everything you send into the Service or create inside it: telemetry, dashboards, alert rules, saved views, and the settings of your organisation. It is yours. We claim no ownership of it, and we use it only to run the Service for you, to support you when you ask, and where the law requires.
Usage Data is what we observe about how you use the Service: volumes, quotas, which parts of the product your team opens and how often, error rates, performance. It is ours, and we use it to operate, secure, bill and improve the Service.
Aggregated Data is Usage Data and Customer Data reduced to statistics that cannot identify you, your organisation or any individual. It is ours. We may use it to improve the Service and to describe the Service publicly. Aggregated Data never contains personal data, log bodies, telemetry attribute values or credentials, and we do not reverse it back into anything identifiable.
4.2 You decide what reaches us
You control what telemetry contains. What ends up in a log line, a span attribute or a metric label is decided by your configuration and your code, not by ours. We receive what you send.
Because of that:
- You must not use the Service to process Sensitive Data. Sensitive Data means biometric data, genetic data, health and medical data, data revealing racial or ethnic origin, political opinions, religious beliefs or trade union membership, data about sex life or sexual orientation, data about criminal convictions or offences, government-issued identification numbers, and payment card numbers.
- For personal data that is not Sensitive Data, you must use reasonable efforts to keep it out of the telemetry you send us. We ask for reasonable efforts and not for a guarantee, because we know that a log line can catch a personal data point by accident and that no team can promise otherwise.
- You must not deliberately send us credentials, access tokens, private keys or other secrets. If they arrive by accident, tell us and rotate them; we will help you remove the affected data.
The Service does not need personal data to work. Host metrics, which is what the Service collects today, contain no personal data at all.
You are responsible for having the right to send us everything you send us, and for telling the people whose data it might be, where the law requires that.
4.3 How long we keep it
We keep your telemetry for the retention period of your plan. The period is shown in your account. We do not state it in this document, because it belongs to the plan and not to the contract.
We stop accepting new telemetry when your subscription is not paid for. We do not delete anything at that moment. What happens next, and exactly when data is deleted, is set out in the Billing and Refund Policy, and we tell you the deletion date by email before it arrives.
You can delete your data yourself at any time, and you can ask us to delete it. Deletion is covered by the Privacy Policy.
4.4 Export
You can read and export your data through the Service for as long as you have access to it, including throughout the period between suspension for non-payment and deletion. Exporting before you leave is your responsibility.
5. Acceptable use
The Acceptable Use Policy is part of these Terms. In short: use the Service lawfully, do not attack it, do not resell it without our agreement, and do not use it to harm others.
We may suspend your access if you break the Acceptable Use Policy, if your use threatens the Service or other customers, if the law requires it, or if your subscription is unpaid past the grace period. Where the situation allows it, we warn you first and give you a chance to fix the problem. Suspension for non-payment follows the Billing and Refund Policy.
6. Fees
Prices, billing periods and plan limits are published on our pricing page and shown in your account. Payment terms, renewal, cancellation, price changes and refunds are set out in the Billing and Refund Policy, which is part of these Terms.
There is no free plan. An organisation that has never paid cannot send telemetry.
7. Availability and support
We use commercially reasonable efforts to keep the Service available, and we work on faults as quickly as we sensibly can.
We answer support requests sent to support@tracepo.io. We aim to respond within one working day and we respond within fourteen working days at the latest.
A separate Service Level Agreement, with a measured availability commitment, applies to paid plans. Unless we have referred to it in an order form or confirmed it to you in writing, this section is the whole of our availability commitment.
8. Changes to the Service and to these Terms
We develop the Service continuously. We may add, change and remove features. We will not make a change that materially reduces the core functionality of a plan you have already paid for during the period you have paid for.
We may change these Terms. When we do, we publish the new version at this address with a new version number and date. If the change materially affects your rights or obligations, we tell you by email at least 30 days before it takes effect. If you do not accept the change, stop using the Service and tell us before the effective date; we will refund the unused part of your current period in line with the Billing and Refund Policy. Continuing to use the Service after the effective date means you accept the new version.
Changes to prices follow the notice period in the Billing and Refund Policy.
9. Term and termination
These Terms apply for as long as you have an account.
You may stop at any time. You can cancel your subscription in your account or in the payment provider's portal, and you can delete your organisation from the account settings.
We may terminate if you materially breach these Terms and do not fix the breach within 15 days of us telling you about it, if your subscription stays unpaid past the grace period, if the law requires it, or if we discontinue the Service. If we discontinue the Service, we will give you at least 90 days notice and refund the unused part of your period.
When your account ends, your right to use the Service ends. Your data is handled as described in section 4.3 and in the Privacy Policy.
Sections 4.1, 8, 10, 11, 12, 13 and 14 survive termination.
10. Confidentiality
Each of us will keep the other's non-public information confidential, use it only to perform under these Terms, and protect it at least as carefully as we protect our own. This does not apply to information that is public through no fault of the receiving party, that the receiving party already knew, that it develops independently, or that it must disclose by law. Where the law allows, the party required to disclose will tell the other first.
Your Customer Data is your confidential information.
11. Intellectual property
The Service, its software, documentation and branding are ours or our licensors'. These Terms grant you the right to use the Service, and nothing more.
Tracepo is built on open-source components, including the OpenTelemetry ecosystem. Those components keep their own licences.
If you send us feedback or suggestions, we may use them freely and without owing you anything. We will not identify you as the source without asking.
12. Warranties and disclaimers
We warrant that we will provide the Service with reasonable skill and care, and that we have the right to provide it to you.
Apart from that, and to the fullest extent the law permits, the Service is provided "as is". We do not warrant that it will be uninterrupted or error-free, that it will find every problem in your systems, or that it will meet a requirement we have not agreed with you in writing.
Tracepo is a monitoring tool, not a safety system. Do not use it as the only safeguard where a failure would put life, health, the environment or critical infrastructure at risk.
Nothing here excludes a warranty that the law does not allow us to exclude.
13. Limitation of liability
Neither of us is liable to the other for indirect, incidental, special or consequential loss, for lost profits, lost revenue, lost business or lost goodwill, or for the cost of substitute services, even if we were told such loss was possible.
Each party's total liability arising out of or relating to these Terms is limited to the greater of (a) the fees you paid us in the 12 months before the event that gave rise to the claim, and (b) one hundred US dollars (USD 100).
These limits do not apply to: your obligation to pay fees; either party's fraud, wilful misconduct or gross negligence; your breach of section 4.2 (Sensitive Data and secrets) or of the Acceptable Use Policy; or any liability that the law does not allow to be limited.
Nothing in these Terms limits liability for death or personal injury caused by negligence, or any other liability that cannot be limited under the laws of the Republic of Uzbekistan.
14. Indemnity
You will defend us against claims brought by a third party because your Customer Data infringed their rights or broke the law, or because you used the Service in breach of these Terms, and you will pay the damages and reasonable costs finally awarded. We will tell you about the claim promptly, let you control the defence, and help you at your expense.
We will defend you against a claim that the Service itself infringes a third party's intellectual property rights, on the same terms. If such a claim is made, we may change the Service, obtain the right to keep providing it, or end the affected subscription and refund the unused part of your period.
15. Data protection
Our handling of personal data is described in the Privacy Policy.
Where we process personal data on your behalf, the Data Processing Agreement applies. It is part of these Terms and you do not need to sign it separately. The subprocessors we use are listed at Subprocessors, and we tell you 30 days before we add a new one.
16. Governing law and disputes
These Terms are governed by the law of the Republic of Uzbekistan, without regard to its conflict of laws rules. The UN Convention on Contracts for the International Sale of Goods does not apply.
If we disagree, we will first try to settle it by talking, for 30 days from the day one of us writes to the other about it.
If that does not work, the dispute will be finally settled by arbitration at the Tashkent International Arbitration Centre (TIAC) under its rules, by one arbitrator, in Tashkent, in English. An award may be enforced in any court with jurisdiction. Either of us may still ask a court for urgent injunctive relief.
This arbitration clause does not apply to customers contracting under the Public Offer, whose disputes go to the courts of the Republic of Uzbekistan.
17. General
Whole agreement. These Terms, together with the Acceptable Use Policy, the Privacy Policy, the Data Processing Agreement, the Billing and Refund Policy and any order we have both signed, are the whole agreement about the Service.
Order of precedence. A signed order form first, then these Terms, then the policies they refer to.
No assignment. You may not transfer these Terms without our written consent, except to a company that acquires your business. We may transfer them to a company that acquires ours.
Severability. If a provision is unenforceable, the rest stays in force.
No waiver. Not enforcing something once does not mean giving it up.
Force majeure. Neither of us is liable for a failure caused by something genuinely outside our control. This never excuses a failure to pay.
Notices. We write to the email address on your account. You write to support@tracepo.io. A notice is given when it is sent.
Export and sanctions. You confirm that you are not subject to sanctions that would make it unlawful for us to serve you, and that you will not use the Service where the law forbids it.
No publicity without consent. We will not use your name or logo as a reference without asking you first.
18. Contact
"BEATAI LABS" LLC Toshkent shahri, Mirobod tumani, Yuksalish MFY, Kuylik-3 mavzesi, 37-uy, 26-xonadon, Republic of Uzbekistan TIN 312569409 Email: support@tracepo.io Phone: +998 (93) 625-24-54