Terms of Service

1. Acceptance of Terms

By accessing and using Realm9 ("the Service"), you accept and agree to be bound by the terms and provisions of this agreement. If you do not agree to abide by the above, please do not use this service. The Service is an enterprise-grade platform for infrastructure management, environment provisioning, Infrastructure as Code (IaC) orchestration, and observability solutions.

2. Description of Service

Realm9 provides enterprise organizations with a comprehensive platform for:

• Environment Management: Centralized management of development, staging, and production environments across cloud and on-premise infrastructure
• Environment Booking System: Collaborative scheduling and resource allocation for shared IT environments
• Infrastructure as Code (IaC): Terraform project management, workspace orchestration, state management, and collaborative editing
• Cloud Provider Integration: Support for AWS, Azure, Google Cloud Platform, and on-premise infrastructure management
• Observability & Monitoring: Kubernetes cluster monitoring, log aggregation, metrics collection, and distributed tracing via OpenTelemetry
• Enterprise Authentication: Single Sign-On (SSO), SAML 2.0, SCIM provisioning, and Multi-Factor Authentication (MFA)
• Approval Workflows: Customizable approval processes for environment changes and resource provisioning
• Audit & Compliance: Comprehensive audit logging, compliance reporting, and security controls aligned with SOC 2 and ISO 27001 standards

3. User Accounts and Security

3.1 Account Registration

To use Realm9, you must create an account by providing accurate, complete, and current information. You are responsible for maintaining the confidentiality of your account credentials and for all activities that occur under your account.

3.2 Security Requirements

Your password must meet our enterprise-grade security requirements:

• Minimum 12 characters in length
• At least one uppercase letter, one lowercase letter, one number, and one special character
• No more than 2 identical characters in a row
• Passwords are securely hashed using Argon2id encryption

3.3 Multi-Factor Authentication

Organizations may enforce Multi-Factor Authentication (MFA) for all users. You are responsible for maintaining the security of your MFA devices and backup codes.

4. Acceptable Use Policy

4.1 Permitted Use

You may use Realm9 solely for lawful business purposes to manage your organization's IT infrastructure, environments, and cloud resources.

4.2 Prohibited Activities

You agree not to:

• Use the Service for any illegal purpose or in violation of any laws
• Attempt to gain unauthorized access to the Service, other user accounts, or computer systems
• Interfere with or disrupt the Service or servers connected to the Service
• Use the Service to transmit malware, viruses, or any malicious code
• Reverse engineer, decompile, or disassemble any part of the Service
• Use automated scripts or bots to access the Service without authorization
• Share your account credentials with unauthorized parties
• Use the Service to mine cryptocurrency or perform resource-intensive computations unrelated to infrastructure management

5. Data Ownership and Usage

5.1 Your Data

You retain all rights, title, and interest in and to your data, including your Infrastructure as Code configurations, environment metadata, observability data, and other content you upload or create through the Service. Realm9 does not claim ownership of your data.

5.2 Data Storage and Processing

Realm9 stores and processes your data in accordance with our Privacy Policy. We implement industry-standard security measures including encryption at rest and in transit. For self-hosted deployments, you maintain full control over data storage and residency.

5.3 Terraform State Files

Terraform state files and Infrastructure as Code configurations are encrypted and stored securely. State locking mechanisms prevent concurrent modifications. You are responsible for managing sensitive values in your Terraform configurations using appropriate secret management tools.

5.4 Observability Data

Logs, metrics, and traces collected via Realm9 agents are processed and stored according to your organization's retention policies. OpenTelemetry data is transmitted securely and can be configured for various retention periods.

6. Cloud Provider Credentials and Access

When you connect cloud provider accounts (AWS, Azure, GCP) to Realm9, you grant us access to perform infrastructure management operations on your behalf. We recommend using least-privilege IAM roles and regularly rotating credentials. You are responsible for:

• Ensuring proper IAM policies and permissions are configured
• Monitoring cloud resource usage and costs
• Revoking access when no longer needed
• Complying with your cloud provider's terms of service

7. Licensing and Deployment Models

7.1 Cloud Deployment

Cloud-hosted Realm9 is provided as a subscription service. Your subscription tier determines the number of users, environments, and features available to your organization.

7.2 Self-Hosted Deployment

Self-hosted Realm9 requires a valid license key. Licenses are machine-locked and may be transferred according to your license agreement. You are responsible for maintaining your own infrastructure, backups, and updates. License validation occurs periodically and requires internet connectivity.

7.3 License Tiers

Realm9 offers multiple license tiers (FREE, STARTER, PROFESSIONAL, ENTERPRISE) with varying limits on:

• Number of users per organization
• Number of managed environments
• Terraform workspaces and projects
• Observability data retention
• API rate limits

8. Payment and Billing Terms

8.1 Subscription Fees

Subscription fees are billed in advance on a monthly or annual basis depending on your selected plan. All fees are non-refundable except as required by law or as explicitly stated in your contract.

8.2 Self-Hosted License Fees

Self-hosted deployments require purchase of a perpetual or annual license. License fees are due upfront and renewal fees (if applicable) are due 30 days before license expiration. Failure to renew may result in service interruption.

8.3 Automatic Renewal

Subscriptions automatically renew at the end of each billing period unless you cancel at least 7 days before renewal. You will be charged using your payment method on file. You may cancel automatic renewal through your account settings or by contacting support.

8.4 Late Payments

Late payments may result in service suspension after 15 days past due. We reserve the right to charge interest on overdue amounts at the rate of 1.5% per month or the maximum rate permitted by law, whichever is lower.

8.5 Price Changes

We may change subscription pricing with 30 days notice. Price changes will apply to your next billing cycle. If you do not agree to the price change, you may cancel your subscription before the next billing date.

9. Service Availability and Support

9.1 Uptime and SLA

For cloud-hosted deployments, we strive to maintain 99.9% uptime, excluding scheduled maintenance windows. Enterprise customers with an executed Service Level Agreement (SLA) may be eligible for service credits according to the SLA terms. We will notify users in advance of planned maintenance whenever possible.

9.2 Support

Support levels vary by subscription tier and may include email support, priority support, and dedicated account management for enterprise customers.

9.3 Self-Hosted Deployment Disclaimer

For self-hosted deployments, you are responsible for infrastructure availability, backups, updates, and monitoring. Realm9 provides software updates and support but does not guarantee uptime of your self-managed infrastructure.

10. Warranties and Disclaimers

THE SERVICE IS PROVIDED "AS IS" AND "AS AVAILABLE" WITHOUT WARRANTIES OF ANY KIND, EITHER EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, NON-INFRINGEMENT, OR COURSE OF PERFORMANCE.

Realm9 does not warrant that:

• The Service will be uninterrupted, secure, or error-free
• The results from using the Service will be accurate or reliable
• Any defects in the Service will be corrected
• The Service will meet your specific requirements

You acknowledge that infrastructure management and cloud orchestration carry inherent risks. You are solely responsible for implementing appropriate safeguards, backups, and disaster recovery procedures.

11. Modifications to Service

We reserve the right to modify, suspend, or discontinue any aspect of the Service at any time, with or without notice. We will make reasonable efforts to notify enterprise customers of significant changes in advance.

12. Termination

You may terminate your account at any time by contacting support. We reserve the right to suspend or terminate your account if you violate these Terms of Service. Upon termination:

• Your access to the Service will be revoked
• Your data will be retained according to our data retention policies (typically 90 days for deprovisioned accounts)
• You may request a data export within 30 days of termination
• Outstanding invoices remain payable

13. Limitation of Liability

13.1 General Limitation

TO THE MAXIMUM EXTENT PERMITTED BY LAW, REALM9 SHALL NOT BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, INCLUDING BUT NOT LIMITED TO LOSS OF PROFITS, DATA, USE, OR GOODWILL, ARISING OUT OF OR RELATED TO YOUR USE OF THE SERVICE.

13.2 Self-Hosted Deployment Limitation

FOR SELF-HOSTED DEPLOYMENTS, REALM9 SHALL HAVE NO LIABILITY WHATSOEVER FOR:

• Infrastructure Security: Security breaches, unauthorized access, data breaches, or compromises of your self-hosted infrastructure, servers, networks, or cloud accounts
• Data Loss or Corruption: Loss, corruption, unauthorized disclosure, or theft of data stored on your infrastructure, regardless of cause
• Misconfigurations: Issues arising from misconfiguration of the software, cloud resources, firewalls, access controls, encryption, or security settings
• Third-Party Integrations: Failures, vulnerabilities, or security issues in third-party services, cloud providers, or integrations you configure
• User Actions: Damage caused by your administrators, users, contractors, or any person with access to your deployment
• Credential Compromise: Unauthorized use of compromised credentials, API keys, passwords, or access tokens
• Software Modifications: Any modifications, customizations, or alterations you make to the Realm9 software
• Compliance Failures: Your failure to achieve or maintain compliance with applicable regulations (GDPR, HIPAA, SOC 2, etc.)
• Service Interruptions: Downtime, service interruptions, or performance issues in your self-hosted environment

13.3 Self-Hosted Acknowledgment

You acknowledge and agree that:

• YOU are solely responsible for the security, configuration, operation, and monitoring of your self-hosted deployment
• YOU are responsible for implementing appropriate security controls, access restrictions, encryption, backups, and disaster recovery
• YOU are the data controller and Realm9 has zero access to your production data or infrastructure
• Infrastructure management and cloud orchestration carry inherent security risks
• Realm9 provides software tools but cannot guarantee security or prevent all security incidents
• YOU must maintain appropriate cyber liability insurance for your deployment

13.4 Maximum Liability Cap

In no event shall Realm9's total aggregate liability arising out of or related to these Terms exceed the amount actually paid by you to Realm9 in the twelve (12) months immediately preceding the event giving rise to such liability. For self-hosted deployments with perpetual licenses, liability is capped at the initial license fee paid.

14. Indemnification

You agree to indemnify, defend, and hold harmless Realm9, its affiliates, officers, directors, employees, agents, and licensors from and against any and all claims, liabilities, damages, losses, costs, expenses, or fees (including reasonable attorneys' fees) arising from or related to:

• Your use or misuse of the Service
• Your violation of these Terms of Service
• Your violation of any rights of another party, including intellectual property rights
• Your violation of any applicable laws or regulations
• For Self-Hosted Deployments: Any security breach, data breach, unauthorized access, data loss, compliance violation, or security incident involving your deployment, infrastructure, or data
• For Self-Hosted Deployments: Claims by your users, customers, employees, or third parties arising from your operation of the software
• For Self-Hosted Deployments: Your failure to implement appropriate security controls, backups, encryption, or access restrictions
• Any modifications or customizations you make to the Realm9 software

This indemnification obligation will survive termination of these Terms and your use of the Service.

15. Force Majeure

Realm9 shall not be liable for any failure or delay in performance due to circumstances beyond our reasonable control, including but not limited to acts of God, natural disasters, war, terrorism, riots, embargoes, acts of civil or military authorities, fire, floods, accidents, pandemics, strikes, or shortages of transportation, facilities, fuel, energy, labor, or materials.

16. Assignment

You may not assign or transfer these Terms or your rights and obligations hereunder without our prior written consent. Realm9 may assign these Terms in connection with a merger, acquisition, or sale of all or substantially all of our assets. Any attempted assignment in violation of this section shall be void.

17. Severability

If any provision of these Terms is found to be unenforceable or invalid, that provision shall be limited or eliminated to the minimum extent necessary so that these Terms shall otherwise remain in full force and effect and enforceable.

18. Compliance and Export Controls

You agree to comply with all applicable laws and regulations, including export controls and sanctions programs. Realm9 incorporates security features designed to support compliance with SOC 2, ISO 27001, and GDPR requirements, but you remain responsible for your own compliance obligations.

19. Intellectual Property

Realm9 and its original content, features, and functionality are owned by Realm9 and are protected by international copyright, trademark, patent, trade secret, and other intellectual property laws. You may not copy, modify, distribute, sell, or lease any part of our Service without explicit written permission.

20. Third-Party Services

Realm9 integrates with third-party services including:

• Cloud providers (AWS, Azure, GCP)
• Identity providers (SAML SSO, SCIM provisioning)
• Version control systems (GitHub, GitLab, Bitbucket)
• ServiceNow and other ITSM platforms
• Monitoring and alerting services

Your use of these third-party services is subject to their respective terms of service. Realm9 is not responsible for third-party service availability or performance.

21. Governing Law

These Terms shall be governed by and construed in accordance with the laws of the jurisdiction where Realm9 is incorporated, without regard to its conflict of law provisions. Any disputes arising under these Terms shall be resolved through binding arbitration in accordance with the rules of the American Arbitration Association.

22. Changes to Terms

We reserve the right to modify these Terms at any time. We will notify users of material changes via email or through the Service. Your continued use of the Service after such modifications constitutes your acceptance of the updated Terms.

23. Contact Information

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