Terms & Conditions of Service
Effective Date: September 1, 2026. These Master Service Terms govern access to and use of the Syntrace eBPF incident remediation platform, worker node daemons, and GitOps automation pipelines.
1. 100% Customer Output Ownership
"Generated Incident Outputs" includes all causality dependency graphs, incident timelines, AST correlation scores, git-revert pull requests, ArgoCD/Flux deployment manifests, dynamic Envoy rate-limit policies, and automated root-cause post-mortem analyses created by the platform for Customer's infrastructure. Syntrace claims zero intellectual property rights or licensing restrictions over Customer's remediation outputs.
2. Worker Node Metering & Fair Ingestion
Platform licensing is structured on a cluster worker node capacity model:
- Worker Node Definition: A "Monitored Worker Node" is defined as any physical or virtual machine running the Linux operating system within Customer's Kubernetes or cloud cluster that has the Syntrace eBPF DaemonSet actively scheduled. Master control plane nodes (in managed EKS/GKE) are not counted against subscription quotas.
- Unmetered eBPF Telemetry: All tiers include unmetered ring-buffer kernel telemetry ingestion without surcharge fees for high packet or socket throughput.
- Node Scale Adjustments: If Customer's cluster autoscales beyond plan node limits for more than 7 consecutive days, billing will automatically adjust to the commensurate tier on the next monthly billing cycle with prior email notification.
3. Production Availability Service Level Agreement (SLA)
For customers enrolled in Production Mesh and Mission-Critical tiers:
| Monthly Control Plane Availability | Service Credit Applied to Next Monthly Invoice |
|---|---|
| 99.99% or higher | Normal operations (Standard SLA met) |
| 99.90% – 99.98% | 10% Monthly Subscription Credit |
| 99.00% – 99.89% | 25% Monthly Subscription Credit |
| Below 99.00% | 50% Monthly Subscription Credit |
Local Agent Resilience: In the event of an external network partition between your cluster and the Syntrace cloud, the in-kernel eBPF daemon continues local socket monitoring and sandbox verification without interruption.
4. Autonomous Remediation Authorization
Syntrace provides both Semi-Autonomous (human signoff via Slack or PagerDuty) and Fully Autonomous (automatic git rollback and canary deployment) operational modes. The determination of automation thresholds, allowed GitOps branches, and blast-radius rate-limits is solely designated by Customer administrators via cluster Custom Resource Definitions (CRDs). Customer remains responsible for establishing appropriate branch protection rules and IAM cluster credentials.
5. Limitation of Liability
TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, NEITHER PARTY SHALL BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, EXEMPLARY, OR CONSEQUENTIAL DAMAGES, INCLUDING LOSS OF PROFITS, LOSS OF TELEMETRY, OR BUSINESS INTERRUPTION ARISING OUT OF THE USE OF THE PLATFORM.
EACH PARTY’S TOTAL AGGREGATE LIABILITY UNDER THIS AGREEMENT SHALL BE STRICTLY LIMITED TO THE FEES PAID OR PAYABLE BY CUSTOMER TO SYNTRACE UNDER THE APPLICABLE ORDER FORM DURING THE TWELVE (12) MONTHS PRECEDING THE CLAIM.
6. Legal Notices & Contracts
All formal notices, amendments, or legal correspondence regarding these Terms must be submitted to: