Terms of Service

1. Overview

These Terms of Service (“Terms”) constitute a legally binding agreement between you (“Customer,” “you,” or “your”) and Pulsewise Ltd (“Company,” “we,” “us,” or “our”), the operator of Pulsewise (“the Service”), a software-as-a-service platform for infrastructure monitoring and incident diagnostics.

By creating an account, installing the Pulsewise agent, or otherwise accessing or using the Service, you acknowledge that you have read, understood, and agree to be bound by these Terms. If you are using the Service on behalf of an organization, you represent that you have the authority to bind that organization to these Terms.

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

2. Eligibility and Account Use

To use Pulsewise, you must be at least 18 years of age and capable of entering into a binding legal agreement. You must provide accurate and complete information when creating your account and keep that information current.

You are responsible for maintaining the confidentiality of your account credentials, API keys, and any tokens issued to your workspace. You are fully responsible for all activity that occurs under your account, whether or not authorized by you.

You must notify us immediately at support@pulsewise.io if you become aware of any unauthorized access to or use of your account.

Each account is intended for use by a single individual or organization. You may not share your account with others outside your organization, and you may not create multiple accounts to circumvent plan limits or usage restrictions.

3. Subscription and Billing

Pulsewise is offered on a paid subscription basis with multiple plan tiers (Solo, Growth, and Scale). Each plan includes specific features, server limits, metric intervals, and retention periods as described on our pricing page.

Billing cycle. Subscriptions are billed monthly on the anniversary of your sign-up date. Fees are charged in advance for each billing period.

Payment processing. All payments are processed securely through Stripe, a PCI DSS Level 1 certified payment processor. We do not store your credit card details on our servers.

Payment methods. We accept Visa, Mastercard, American Express, and Discover credit and debit cards.

Failed payments. If a payment fails, we will attempt to charge your payment method up to three additional times over a 10-day period. If all attempts fail, your subscription may be suspended until payment is successfully processed.

Price changes. We reserve the right to change our subscription pricing with at least 30 days’ written notice. Price changes will take effect at the start of your next billing period following the notice period.

Upgrades and downgrades. You may upgrade or downgrade your plan at any time from your billing dashboard. Upgrades take effect immediately with prorated billing for the remainder of the current period. Downgrades take effect at the start of your next billing period.

4. Cancellation

You may cancel your subscription at any time from your billing dashboard under Settings → Billing → Cancel Subscription. No emails, support tickets, or phone calls are required.

Upon cancellation, your subscription remains active and fully functional until the end of your current billing period. After that date, your account transitions to a read-only state. You will retain access to view your data but will no longer receive new metrics, alerts, or AI diagnostics.

Data retention after cancellation. Your server data, incident history, and account information are retained for 30 days following the end of your last paid billing period. After 30 days, your data is permanently deleted and cannot be recovered.

You may reactivate your subscription at any time during the 30-day retention window to restore full access to your existing data.

5. Refund Policy

We offer a full refund within the first 14 days of any new paid subscription if you are not satisfied with the Service. Refund requests must be submitted to support@pulsewise.io within this 14-day window.

After the 14-day period, we do not provide refunds for unused time within a billing cycle. Cancellation stops future charges but does not refund the current billing period.

For complete details, please refer to our Refund & Cancellation Policy.

6. Acceptable Use

You agree to use the Service only for lawful purposes and in a manner consistent with these Terms and our Acceptable Use Policy.

You agree not to:

• Use the Service to monitor infrastructure you do not own or have explicit authorization to monitor.
• Attempt to gain unauthorized access to any part of the Service, other accounts, or related systems.
• Use the Service to transmit malicious code, conduct denial-of-service attacks, or engage in any activity that disrupts or degrades the Service.
• Reverse-engineer, decompile, or disassemble any component of the Service or its agent software.
• Use the Service in violation of any applicable law, regulation, or third-party rights.
• Resell, sublicense, or redistribute access to the Service without our prior written consent.
• Circumvent any technical measures we use to enforce plan limits, rate limits, or access controls.

We reserve the right to suspend or terminate your account without notice if we determine, in our sole discretion, that you have violated these restrictions.

7. Intellectual Property

The Service, including its software, agent, documentation, design, branding, and all related intellectual property, is and remains the exclusive property of Pulsewise Ltd. These Terms do not grant you any ownership rights in the Service.

We grant you a limited, non-exclusive, non-transferable, revocable license to use the Service and install the Pulsewise agent on servers you own or are authorized to manage, solely for the purpose of monitoring those servers in accordance with these Terms and your active subscription plan.

You retain all rights to the data you transmit through the Service (server metrics, configurations, and labels). We do not claim any ownership over your data.

8. Customer Data and Service Use

Data collection. The Pulsewise agent collects system-level operational data including CPU usage, memory usage, disk usage, system load, network I/O, uptime, service status, process lists, and Docker container metadata. The agent does not read or transmit application logs, file contents, environment variables, database contents, or end-user data.

Data use. We use collected data solely to provide the Service — displaying metrics on your dashboard, generating alerts, producing AI incident summaries, and maintaining incident history. We do not sell, share, or use your data for advertising purposes.

Data processing. AI incident diagnostics are generated by analyzing your operational metrics and system context. The AI engine processes infrastructure-level signals only. No customer application data, user data, or file contents are accessed during analysis.

Data security. All data is transmitted over TLS 1.3 and stored with AES-256 encryption at rest. For full details on how we handle your data, see our Privacy Policy.

9. Service Availability

We strive to maintain high availability of the Service but do not guarantee uninterrupted or error-free operation. The Service is provided on an “as is” and “as available” basis.

We may perform scheduled maintenance that temporarily reduces Service availability. We will provide reasonable advance notice of planned maintenance when possible.

We are not liable for any downtime, data loss, or service interruption resulting from factors beyond our reasonable control, including but not limited to: internet outages, upstream provider failures, natural disasters, or acts of government.

Current system status and historical uptime information are available at our System Status page.

10. Limitation of Liability

To the maximum extent permitted by applicable law, Pulsewise Ltd and its officers, directors, employees, and agents shall not be liable for any indirect, incidental, special, consequential, or punitive damages, including but not limited to: loss of profits, revenue, data, business opportunities, or goodwill, arising from or related to your use of or inability to use the Service.

Our total aggregate liability for all claims arising from or related to the Service shall not exceed the total amount you paid to us in the twelve (12) months immediately preceding the event giving rise to the claim.

Pulsewise is a monitoring and diagnostic tool. It does not replace your own infrastructure management practices, backup procedures, or disaster recovery planning. We are not responsible for any damages resulting from your reliance on the Service as a sole operational safeguard.

11. Termination

Termination by you. You may terminate your use of the Service at any time by canceling your subscription and deleting your account from your dashboard.

Termination by us. We reserve the right to suspend or terminate your account, without notice or liability, if we reasonably believe that: (a) you have violated these Terms or our Acceptable Use Policy; (b) your use of the Service poses a security risk to us or other customers; (c) your account has been inactive for more than 12 months with no active subscription; or (d) we are required to do so by law.

Upon termination, your right to use the Service ceases immediately. We may delete your data in accordance with our data retention policies described in Section 4.

Sections that by their nature should survive termination — including Intellectual Property, Limitation of Liability, and Governing Law — shall survive the termination of these Terms.

12. Governing Law and Dispute Resolution

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 principles.

Any dispute arising from or relating to these Terms or the Service shall be resolved exclusively in the state or federal courts located in Delaware. You consent to the personal jurisdiction of such courts and waive any objection to venue.

Before initiating any legal proceedings, you agree to first contact us at support@pulsewise.io and attempt to resolve the dispute informally for at least 30 days.

13. Modifications to These Terms

We reserve the right to modify these Terms at any time. If we make material changes, we will notify you by email or by posting a prominent notice on the Service at least 30 days before the changes take effect.

Your continued use of the Service after the effective date of any changes constitutes your acceptance of the modified Terms. If you do not agree to the changes, you must stop using the Service and cancel your subscription before the changes take effect.

14. Contact Information

If you have questions about these Terms of Service, please contact us:

Pulsewise Ltd · Operating as Pulsewise · Email: support@pulsewise.io · Website: pulsewise.io