1. Acceptance of Terms and Agreement Scope
By accessing, using, or subscribing to VeloNOC's AI-assisted network management platform and related services (the "Services"), you ("User," "Customer," or "you") acknowledge that you have read, understood, and agree to be bound by these Terms of Service ("Terms") and all applicable laws and regulations.
These Terms constitute a legally binding agreement between you and VeloNOC, Inc. ("VeloNOC," "Company," "we," "us," or "our"). If you are entering into this agreement 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 with any provision of these Terms, you must not access or use our Services. Your continued use of the Services following any modifications to these Terms constitutes acceptance of such changes.
2. Comprehensive Service Description
VeloNOC provides a comprehensive AI-assisted network management platform designed for professional teams and enterprise environments. Our Services include:
- Multi-Vendor Network Orchestration: Unified management interface for diverse network equipment from multiple manufacturers
- Intent-Based Configuration Management: AI-powered translation of business intent into device-specific configurations
- Automated Compliance Monitoring: Continuous assessment and remediation of security and regulatory compliance requirements
- Real-Time Network Telemetry: Advanced monitoring, analytics, and performance optimization capabilities
- Safe Staged Rollout System: Risk-minimized deployment with automated rollback capabilities
- Network Diagnostic Tools: Comprehensive troubleshooting and root cause analysis features
- Template Marketplace: Access to pre-built configuration templates and custom template development
- API Integration Platform: RESTful APIs for third-party system integration and custom workflow development
- Professional Services: Implementation support, training, and ongoing consultation services
3. User Account Management and Responsibilities
To access our Services, you must create and maintain a user account with accurate, complete, and current information. You are solely responsible for:
- Account Security: Maintaining the confidentiality of your login credentials, API keys, and authentication tokens
- Authorized Access: Ensuring that only authorized personnel within your organization access your account
- Activity Monitoring: All activities that occur under your account, including actions taken by team members and integrated systems
- Data Accuracy: Providing accurate network topology information, device inventories, and configuration data
- Compliance Obligations: Ensuring your network configurations and usage comply with applicable laws, regulations, and industry standards
- Incident Reporting: Promptly notifying us of any unauthorized use, security breaches, or suspicious activities
- Team Management: Managing user permissions, role assignments, and access controls within your organization
4. Acceptable Use Policy and Restrictions
You agree to use our Services in accordance with these Terms and applicable laws. You expressly agree not to:
- Legal Violations: Use the Services for any unlawful purpose or in violation of any applicable laws, regulations, or third-party rights
- Security Attacks: Attempt to gain unauthorized access to our systems, other users' accounts, or connected network infrastructure
- Malicious Activities: Transmit viruses, malware, or other harmful code through our platform
- Service Disruption: Interfere with or disrupt the integrity or performance of our Services or related systems
- Reverse Engineering: Attempt to reverse engineer, decompile, or discover the source code of our proprietary software
- Data Mining: Use automated systems to extract data from our platform without explicit written permission
- Competitive Intelligence: Use our Services to develop competing products or services
- Resource Abuse: Overload our systems with excessive requests or consume unreasonable amounts of system resources
- False Information: Provide false, misleading, or fraudulent information during registration or service usage
5. Service Availability and Performance Standards
We strive to maintain high service availability and performance standards. Our commitments include:
- Uptime Guarantee: 99.9% uptime for our core platform services, measured monthly
- Maintenance Windows: Scheduled maintenance during off-peak hours with advance notice
- Performance Monitoring: Continuous monitoring of system performance and response times
- Incident Response: Rapid response to service disruptions and technical issues
- Scalability: Dynamic resource allocation to handle varying workloads and user demands
- Disaster Recovery: Comprehensive backup and recovery procedures to ensure data protection
- Geographic Redundancy: Multi-region deployment for enhanced reliability and performance
Service level agreements (SLAs) and specific performance metrics are detailed in your subscription agreement and may vary by service tier.
6. Data Ownership, Privacy, and Security
Your relationship with VeloNOC regarding data is governed by the following principles:
- Customer Data Ownership: You retain all rights, title, and interest in your network configuration data, topology information, and business data
- Data Processing: We process your data solely to provide our Services and as described in our Privacy Policy
- Security Measures: Implementation of industry-standard security controls, including encryption, access controls, and monitoring
- Data Residency: Options for data storage location based on your geographic and regulatory requirements
- Backup and Recovery: Regular data backups and tested recovery procedures
- Data Portability: Ability to export your data in standard formats upon request
- Confidentiality: Strict confidentiality obligations for all personnel with access to your data
7. Intellectual Property Rights and Licenses
VeloNOC retains all rights, title, and interest in our platform, software, algorithms, and related intellectual property. This includes:
- Platform License: We grant you a limited, non-exclusive, non-transferable license to use our Services according to these Terms
- AI Technology: Our proprietary AI algorithms, machine learning models, and automation engines
- Software Components: All software, applications, and tools provided as part of our Services
- Documentation: User guides, API documentation, and technical specifications
- Trademarks: VeloNOC name, logo, and other brand elements
- Template Library: Pre-built configuration templates and automation workflows
- Feedback Rights: Any feedback, suggestions, or improvements you provide may be used by VeloNOC without compensation
8. Subscription Terms, Billing, and Payment
Our Services are provided on a subscription basis with the following terms:
- Subscription Plans: Various tiers available based on device count, feature access, and support levels
- Billing Cycles: Monthly or annual billing options with automatic renewal unless cancelled
- Payment Methods: Credit card, ACH transfer, or wire transfer for enterprise accounts
- Price Changes: 30-day advance notice for subscription price modifications
- Device Add-ons: Additional charges for devices exceeding your plan limits
- Template Marketplace: Separate charges for premium templates and custom development
- Professional Services: Hourly or project-based billing for consulting and implementation services
- Late Payments: Service suspension for accounts with overdue payments exceeding 30 days
- Refund Policy: Pro-rated refunds for annual subscriptions cancelled within 30 days
9. Support Services and Service Level Commitments
We provide comprehensive support services tailored to your subscription level:
- Technical Support: Multi-channel support including email, phone, and chat options
- Response Times: Guaranteed response times based on issue severity and subscription tier
- Documentation: Comprehensive online documentation, tutorials, and best practices guides
- Training Resources: Webinars, certification programs, and hands-on training sessions
- Community Forums: User community platform for peer support and knowledge sharing
- Account Management: Dedicated account managers for enterprise customers
- Professional Services: Implementation assistance, custom development, and strategic consulting
10. Limitation of Liability and Risk Allocation
To the maximum extent permitted by applicable law:
- Disclaimer of Warranties: Services are provided "as is" without warranties of any kind, express or implied
- Limitation of Damages: Our total liability shall not exceed the amount paid by you in the 12 months preceding the claim
- Excluded Damages: We shall not be liable for indirect, incidental, special, consequential, or punitive damages
- Network Responsibility: You acknowledge that network changes carry inherent risks and accept responsibility for testing and validation
- Third-Party Integration: We are not responsible for issues arising from third-party systems or integrations
- Force Majeure: Exclusion of liability for events beyond our reasonable control
11. Indemnification and Defense Obligations
You agree to indemnify, defend, and hold harmless VeloNOC and its affiliates, officers, directors, employees, and agents from and against any claims, damages, losses, costs, and expenses arising from:
- Your use of the Services in violation of these Terms
- Your network configurations or operational decisions
- Infringement of third-party intellectual property rights
- Violation of applicable laws or regulations
- Unauthorized access to or use of your account
- Your data or content provided to our Services
12. Term, Termination, and Survival
These Terms remain in effect until terminated by either party:
- Termination for Convenience: Either party may terminate with 30 days' written notice
- Termination for Cause: Immediate termination for material breach, non-payment, or violation of Terms
- Effect of Termination: Cessation of access to Services and deletion of data according to our retention policy
- Data Export: 30-day period to export your data following termination
- Survival: Provisions regarding liability, indemnification, and intellectual property survive termination
13. Modifications to Terms and Service Changes
We reserve the right to modify these Terms and our Services:
- Terms Updates: Changes to Terms with 30 days' advance notice via email or platform notification
- Service Modifications: Updates to features, functionality, and service offerings
- Continued Use: Your continued use of Services after changes constitutes acceptance
- Objection Rights: Right to terminate your subscription if you object to material changes
14. Governing Law, Jurisdiction, and Dispute Resolution
These Terms and any disputes arising hereunder shall be governed by:
- Governing Law: Laws of the State of Arizona, United States, without regard to conflict of law principles
- Jurisdiction: Exclusive jurisdiction of state and federal courts located in Phoenix, Arizona
- Dispute Resolution: Good faith negotiation followed by binding arbitration for disputes exceeding $10,000
- Class Action Waiver: Waiver of rights to participate in class action lawsuits
- Injunctive Relief: Right to seek injunctive relief for intellectual property violations
15. Contact Information and Legal Notices
For questions about these Terms of Service or legal matters, please contact us: