Who provides the service
The service is provided by IncidentBot at incidentbot.com. Questions about these terms go to [email protected].
Creating an account
You sign up with a work email address, your team size and the plan you are interested in, and you confirm the address with a verification code we send by email. You must give accurate information, keep your sign-in details secure and tell us promptly about any unauthorised use. The person who creates a workspace confirms they are authorised to accept these terms for their organisation.
Responders and stakeholders
A responder is a user who can be on call or act on incidents and is billed as a seat. A stakeholder viewer has read-only access, is included in every plan and is not billed. You are responsible for the users you invite and for what they do in your workspace.
Subscriptions
The service is sold as a subscription only. Plans are Starter, Team, Business and Enterprise, as described on the pricing page. There is no free plan. The interactive demo on the website runs a sample incident in the browser and is not a plan.
Seats, billing periods and payment
Subscriptions are billed per responder seat, monthly or annually, in advance for each billing period. Prices are shown in US dollars and exclude taxes, which are added where required. Adding responder seats increases the charge from the time they are added. Enterprise plans are billed on the terms of the order form, including annual invoicing and purchase orders.
Renewal and cancellation
Subscriptions renew automatically at the end of each billing period until cancelled. You can cancel at any time. Cancellation takes effect at the end of the paid period: the service stays available until then and no further charges are made. Payments already made for the current period are not refunded, except where the law requires otherwise.
Renewals and failed payments. Your subscription renews automatically until you cancel it. When a new billing period begins, access for that whole period is granted and the payment for it is due. If the charge does not go through, the payment remains due and we retry it. Cancelling after a new period has begun only switches off later renewals; it does not cancel the payment for the period that has already started. Such a renewal charge is not refundable, and your access continues until the end of that paid period. The fee is for access to the service for the period, not for using it, so not having used the service is not a ground for a refund.
Price changes
We may change prices for future billing periods. We tell account owners by email before a change applies to their subscription, and they can cancel before it takes effect.
Acceptable use
You agree not to:
- Use the service to break the law or infringe anyone's rights.
- Send paging notifications to people who have not agreed to receive them.
- Attempt to access other customers' data or probe, scan or overload the service.
- Reverse engineer the service except where the law allows it.
- Resell the service without our written agreement.
Your data
Your organisation owns the data it sends to the service: alerts, schedules, incidents, timelines, status page content and postmortems. You give us permission to process it only to provide the service. How we handle personal data is described in the privacy policy.
Third-party services
The service connects to tools you choose, such as Slack, Microsoft Teams, Jira, Linear and monitoring tools. Their use is governed by their own terms. Paging does not depend on Slack, but we are not responsible for outages of third-party services or of phone networks outside our control.
Availability
We work to keep the service available at all times, and we schedule maintenance to limit its impact. An uptime commitment for paging applies only where it is part of an Enterprise agreement. Support is provided by email at [email protected], with priority support on Business and Enterprise.
Disclaimers and limitation of liability
The service helps you respond to incidents but does not replace your own monitoring, judgement and operational procedures. To the extent permitted by law, the service is provided as is, and our total liability for any claim related to the service is limited to the amount you paid for it in the twelve months before the claim. We are not liable for indirect or consequential losses, such as lost profits or lost data, to the extent permitted by law. Nothing in these terms limits liability that cannot be limited by law.
Suspension and termination
We may suspend or close an account that breaks these terms or leaves invoices unpaid after notice. You can close your account at any time. After closure, you can request an export of your workspace data within a reasonable period, after which it is deleted as described in the privacy policy.
Changes to these terms
We may update these terms. The date at the top shows the latest version. For material changes, we notify account owners by email before they take effect.
Questions
Write to [email protected] or see contact IncidentBot.