These Terms govern the use of nuvem.team by an organization. nuvem.team is offered by NUVEM.ONLINE LTDA, registered under CNPJ No. 32.676.503/0001-78, headquartered at Av. Brigadeiro Luís Antônio, 2367, Jardim Paulista, São Paulo/SP, CEP 01401-000, Brazil ("Nuvem.Online", "we").

1. Definitions

nuvem.team or Service: the on-call, alert management and incident response platform offered in the app.nuvem.team web application, at the ingest.nuvem.team ingestion endpoint and in the official apps for macOS, Windows, iOS and Android.
Organization: the legal entity or individual that subscribes to the Service and accepts these Terms, identified in Brazil by CNPJ or CPF.
Member: the natural person who belongs to the Organization and uses the Service on its behalf, with a role: Owner, Responder or Viewer.
Owner: the Member who configures the Organization, manages the Members and represents the Organization before Nuvem.Online in the acts provided for in these Terms.
Licensed member: a Member with the Owner or Responder role. A Viewer doesn't use a license.
License: the number of Licensed members and integrations the Organization's plan allows.
Integration: an event source configured by the Organization, such as its monitoring tool or the HTTP monitor, with its own token and rate limit.
HTTP monitor: the integration in which the platform makes requests to a URL configured by the Organization and expects the agreed response.
Event, alert and incident: the event is each delivery from an integration, stored as received; the alert groups the repeated events of the same symptom; the incident is the unit of people's work, with its conversation.
Device: where the Member receives notifications: an official app or the browser.
Page: to call a person or a team to an incident, with a notification to their devices. Paging is started by a person or by the team's escalation policy.
Notification: the delivery of a page to a device.

2. Acceptance and versions of these Terms

2.1. Acceptance is given by the Organization, through the person who represents it, at the time of subscription. By accepting, that person declares they have the authority to bind the Organization to these Terms. Each Nuvem.Online product has its own terms and its own acceptance.

2.2. We record each acceptance with the product, the accepted version, the person who accepted, the date, the time and the originating IP address.

2.3. We may publish new versions of these Terms, always numbered. With each new version, the Owner is asked to accept it on the next access. Relevant changes are announced by email to the Owner at least 30 days before they take effect. Continuing to use the platform after that counts as acceptance. Whoever disagrees may end the use at no cost, as in clause 15.1.

3. Account and Organization

3.1. Using the Service requires a personal account at Nuvem.Online's identity provider, the same as for Nuvem.Online's other products, and a role in an Organization. Sign-in can be done with the account itself or, if the person prefers, with Google, Microsoft or Apple.

3.2. Subscription is done through Nuvem.Online's subscription platform, Dorsal. Whoever subscribes provides the country, the Organization's tax ID (CNPJ or CPF, in Brazil), the Organization's name and identifier (slug), and becomes Owner. Each person may subscribe one Organization, and, in Brazil, each tax ID identifies a single Organization.

3.3. The Owner invites the Members and assigns each one's role. A Member without a role cannot access the Organization. Removing a Member in nuvem.team only removes their role here: the account and access to Nuvem.Online's other products remain.

3.4. The Organization is responsible for the information it provides, for keeping its account and its Members' accounts secure and for everything done with them.

4. Plans and licenses

4.1. nuvem.team has two plans:

Free plan: up to 5 Licensed members and 1 integration.
Team plan: charged per Licensed member, with one integration for every three Licensed members, rounded down, and at least one. With 7 Licensed members, for example, the Organization has 2 integrations.

4.2. Without a free license, the platform refuses a new Licensed member, an invitation with a licensed role and a new integration. Downgrading the plan doesn't remove the role of whoever already has it nor turn off integrations: new ones are refused until usage is back within the limit.

4.3. The Team plan's prices and payment terms are set out in the proposal or on the pricing page. Nuvem.Online bills the Team plan directly to the Organization; the platform doesn't process payments.

4.4. NOC as a Service, in which the Nuvem.Online team acts as an extension of the Organization's NOC or as its entire NOC, and assisted setup, in which Nuvem.Online helps the Organization build its monitoring and on-call, are contracted separately, under their own contract.

5. Integrations and ingestion

5.1. The Organization configures the integrations and keeps each one's token secret: whoever has the token can send events on its behalf. Deleting an integration invalidates the token for good.

5.2. The Organization decides what its monitoring sends and is responsible for that content, including any personal data and third-party information it contains. The event is stored as received. We recommend not sending passwords, access keys or personal data that paging doesn't need.

5.3. Each integration has a rate limit. The Organization may not abuse ingestion or try to work around that limit, and events above it may be refused.

5.4. The HTTP monitor makes requests from Nuvem.Online's servers. The Organization may only point it at addresses it manages or is authorized to monitor, and may not use it to attack or probe third parties. The platform blocks private destinations.

6. On-call, paging and notifications

6.1. The Organization configures the teams, on-call schedules, coverage calendar and escalation policies, and is responsible for keeping them up to date. When the platform points out a gap, such as a period with nobody who can be paged, it is up to the Organization to fix it.

6.2. The Organization is responsible for making sure whoever can be paged has a registered device, with the system permissions granted.

6.3. Notification delivery depends on the device, the operating system, the network and the push services of Apple, Google and the browsers, which Nuvem.Online doesn't control. A device that is off, offline or missing the required permissions may not receive the notification.

6.4. On iOS, until Apple approves Critical Alerts, the app uses time-sensitive notifications, which break through Focus mode but don't ring with silent mode on.

6.5. Paging arrives only through the web application and the official apps. nuvem.team doesn't page by phone call, SMS, email or messaging app.

6.6. nuvem.team is not a substitute for emergency services. In a situation that puts life, health or safety at risk, contact the public emergency services.

7. nuvem.team is not a service desk

nuvem.team handles alerts and incidents; it is not a service desk. Requests, demands and service requests, including those addressed to Nuvem.Online, go through the support channels of the Organization or of Nuvem.Online, outside the platform. A request made in an incident's conversation doesn't become a ticket.

8. Use by automations and AI agents

8.1. The Organization may use the nuvemteam CLI, distributed with the desktop app, in automations and with AI agents. The CLI acts as the signed-in person, with their role, and the messages and actions made through it appear in the conversation with the via CLI label.

8.2. The Organization is responsible for what its Members, automations and AI agents do through the CLI and for where the data they read through it goes.

9. Acceptable use

The Organization and its Members may not use the Service to:

monitor, probe or attack third-party systems without authorization from whoever manages them;
abuse ingestion or try to work around rate limits;
try to work around access controls, the separation between organizations or the plan's limits;
test the platform's security without Nuvem.Online's prior written authorization;
commit any unlawful act or one that violates third-party rights;
resell or sublicense the Service without an agreement with Nuvem.Online.

10. Availability and support

10.1. We work to keep the Service available, but it may go through maintenance and interruptions. The free plan has no guaranteed service level. The Team plan's service level, when there is one, is set out in the proposal or the contract.

10.2. NOC as a Service and assisted setup have scope and conditions defined in their own contract.

10.3. Support is provided through the channels listed on the website.

11. Data protection

11.1. Regarding operational data (members, roles and invitations, events and alerts, incidents and their conversations, teams, on-call schedules, coverage calendar and escalation policies), the Organization is the controller and Nuvem.Online acts as processor, processing that data only to provide the Service and according to the Organization's instructions expressed in these Terms and in its configuration.

11.2. Regarding the account, the subscription, the acceptance of the terms, the registered devices, the notification preferences and website visits, Nuvem.Online is the controller.

11.3. The details are in the nuvem.team Privacy Policy.

12. Intellectual property

nuvem.team, its brand, its software and its documentation belong to Nuvem.Online. These Terms give the Organization the right to use the Service while they are in force, without transferring any other right. The Organization's data remains the Organization's.

13. Confidentiality

Each party keeps confidential the other's non-public information it has access to because of the Service, and uses it only to fulfill these Terms.

14. Liability

14.1. Neither party is liable for lost profits, lost revenue or indirect damages.

14.2. Nuvem.Online's total liability for any cause related to the Service is limited to the amount paid by the Organization in the 12 months before the event that gave rise to it.

14.3. The free plan is offered as is, with no guarantee of availability or fitness for a particular purpose.

14.4. Nuvem.Online is not liable for a notification that fails to arrive because of the device, the operating system, the network or third-party push services, nor for an incident left unanswered due to a lack of coverage in the Organization's on-call configuration.

14.5. Nothing in these Terms removes the rights the law grants to a consumer Organization or limits liability where the law doesn't allow limitation.

15. Suspension and termination

15.1. The Organization may end the use at any time by asking Nuvem.Online to close it. If the Owner is the only Member, deleting their own account also closes the Organization.

15.2. Nuvem.Online may suspend access in case of a breach of these Terms, a risk to the security of the platform or of third parties, or an order from a competent authority, notifying the Organization whenever possible. If the Team plan isn't paid, Nuvem.Online notifies the Organization and, after the deadline given in the notice, it returns to the free plan. Nothing is erased; clause 4.2 applies.

15.3. Once the Organization is closed, operational data is erased within 30 days, except what the law requires us to keep.

16. General provisions

16.1. These Terms are governed by the laws of the Federative Republic of Brazil.

16.2. The courts of the district of São Paulo/SP are chosen to resolve any dispute.

16.3. If there is a version in another language, the Portuguese version prevails.

16.4. Questions about these Terms: contato@nuvem.online.