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.

3.4 Equipment and Connectivity

You are responsible for obtaining and maintaining the hardware, internet connectivity, browsers, and any third-party software required to access and use the Service. Realm9 is not responsible for issues arising from your equipment, network, or third-party software outside the Service.

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
• Use the Service to build, develop, train, benchmark, or evaluate any product or service that competes with the Service

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. You hereby grant Realm9 a limited, non-exclusive, royalty-free license to host, copy, transmit, display, and process Customer Data solely to the extent necessary to provide, secure, and support the Service in accordance with these Terms.

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.

5.5 Data Protection Roles

For the purposes of applicable data protection law (including the GDPR and UK GDPR), your organization is the data controller in respect of personal data processed through the Service. Realm9 acts as a data processor, processing personal data only on your documented instructions and solely to provide and support the Service. In self-hosted deployments, Realm9 has no access to your production data and you retain full controller responsibility for all personal data processed within your deployment.

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 may be machine-locked and may be transferred according to your license agreement. You are responsible for maintaining your own infrastructure, backups, and updates.

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. All fees are quoted exclusive of value added tax (VAT) or any other applicable taxes, which (where applicable) shall be added at the prevailing rate.

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

We reserve the right to suspend access to the Service (in whole or in part) if any amount payable under these Terms remains unpaid for more than fifteen (15) days past its due date. Suspension does not relieve you of your obligation to pay outstanding amounts. 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 on reasonable notice; provided that we will give at least thirty (30) days' prior written notice of any update or modification that materially reduces the core functionality of the Service available to you. 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. Either party may terminate these Terms for material breach by the other party where such breach is capable of remedy and is not cured within thirty (30) days after written notice describing the breach in reasonable detail. Realm9 may suspend the Service immediately, without the cure period, where the breach poses a material security, legal, or operational risk.

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. Exports will be provided in a commonly-used, machine-readable format (for example, JSON or CSV).
• Outstanding invoices remain payable
• Each party shall promptly return or, at the disclosing party's written request, destroy all Confidential Information of the other party then in its possession or control, except to the extent retention is required by applicable law or for routine backup and audit purposes (in which case the confidentiality obligations in Section 27 continue to apply)

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.

13.5 Carve-outs

Nothing in these Terms shall limit or exclude either party's liability for: (a) death or personal injury caused by its negligence; (b) fraud or fraudulent misrepresentation; or (c) any other liability that cannot be limited or excluded under applicable law.

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 England and Wales. The parties irrevocably submit to the exclusive jurisdiction of the courts of England and Wales for the resolution of any disputes arising out of or in connection with these Terms. Where a separately executed agreement between the parties specifies a different governing law or dispute resolution mechanism, that agreement shall prevail.

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. Where modifications are material, we will require you to expressly re-accept the updated Terms before continuing to use the Service. Non-material changes (such as clarifications, typo fixes, or formatting changes) will take effect on the date the "Last Updated" notice is refreshed, and your continued use after that date constitutes acceptance of such non-material changes.

23. Contact Information

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

24. Definitions

In these Terms, the following terms have the meanings set out below:

• "Service" means the Realm9 platform and all associated software, modules, integrations, documentation, and support made available by Realm9.
• "Authorized User" means any individual (employee, contractor, or other) whom the Customer has granted permission to access and use the Service under the Customer's account.
• "Customer Data" means all data, content, configurations, Terraform state, observability data, and other materials uploaded, submitted, generated, or otherwise made available by the Customer or its Authorized Users through the Service.
• "Subscription Plan" means the specific tier of service (e.g., FREE, STARTER, PROFESSIONAL, ENTERPRISE) selected by the Customer, which determines features, usage limits, and fees.
• "Confidential Information" means any non-public information disclosed by one party to the other that is either designated as confidential or that a reasonable person would understand to be confidential given the nature of the information or the circumstances of disclosure.
• "Personal Data" has the meaning given in applicable data protection law (including the GDPR and UK GDPR).

25. Security Breach Notification

In the event Realm9 becomes aware of a confirmed security breach affecting the confidentiality, integrity, or availability of Customer Data that Realm9 processes as a processor, Realm9 shall notify the affected Customer without undue delay, and in any event within seventy-two (72) hours of confirmation. Such notification shall include, to the extent known at the time: the nature of the breach, the categories and approximate volume of data affected, the likely consequences, and the measures taken or proposed to address the breach and mitigate its effects.

For self-hosted deployments, Realm9 has no access to Customer Data and therefore cannot detect or notify the Customer of breaches within the Customer's own environment. The Customer remains responsible for breach detection, notification, and response in self-hosted deployments.

26. Data Protection (Processor Obligations)

To the extent Realm9 processes Personal Data on behalf of the Customer in connection with the Service, Realm9 shall:

• process such Personal Data only on the documented instructions of the Customer and only for the purpose of providing and supporting the Service, unless otherwise required by applicable law;
• ensure that personnel authorized to process Personal Data are bound by obligations of confidentiality;
• not engage any sub-processor without prior notice to the Customer and an equivalent level of protection in place;
• assist the Customer, taking into account the nature of processing, in responding to data subject rights requests and in meeting the Customer's obligations under applicable data protection law;

27. Confidentiality

Each party undertakes to keep in confidence all Confidential Information of the other party and not to disclose it to any third party without the prior written consent of the disclosing party, except:

• to its employees, officers, advisers, and contractors on a strict need-to-know basis, provided each such person is bound by confidentiality obligations no less stringent than those set out in these Terms; or
• as required by law, regulation, or order of a court or regulatory authority, in which case the receiving party shall, where lawful and practicable, give prompt prior notice to the disclosing party.

The obligations of confidentiality in this Section 27 shall survive termination of these Terms and continue for a period of five (5) years from the date of termination.

Neither party shall use the other party's name, logo, or trademarks in any publicity or marketing materials without the prior written consent of that party.

28. Waiver

No failure or delay by either party to exercise any right, power, or remedy under these Terms shall constitute a waiver of that right, power, or remedy, nor shall any single or partial exercise of any right, power, or remedy preclude any further exercise of it or the exercise of any other right, power, or remedy. A waiver of any breach of these Terms is not deemed to be a waiver of any subsequent breach.

29. Entire Agreement and Amendments

29.1 Entire Agreement

These Terms (together with the Privacy Policy and the Subscription Plan you select at signup) constitute the entire agreement between the Customer and Realm9 relating to the Service, except where the Customer and Realm9 have entered into a separately executed Software License Agreement, Order Form, or Statement of Work. No statement, representation, or promise made outside of these documents shall form part of the agreement unless expressly incorporated in writing.

29.2 Amendments

Except as provided in Section 22 (Changes to Terms), no amendment or variation of these Terms shall be effective unless made in writing and signed by an authorized representative of each party.

29.3 Order of Precedence

In the event of any conflict or inconsistency between these Terms and a separately executed Software License Agreement, Order Form, Statement of Work, or Data Processing Agreement between the Customer and Realm9, the terms of that executed agreement shall prevail to the extent of the conflict. For the avoidance of doubt, such executed agreements may specify different terms for governing law, liability caps, payment terms, notice periods, termination rights, and service levels, and those terms shall take precedence over the corresponding provisions in these Terms.