

NXLog General Terms of Business

Effective date: October 15, 2025

Thank you for using the NXLog Platform and other NXLog services!

These NXLog General Terms of Business (the “Agreement”) describe your
rights and responsibilities as a customer and form a binding contract
between you (“Customer,” “You,” “Licensee”) and NXLog FZE, a company
with its corporate address at The Office 3, One Central, Dubai World
Trade Center, United Arab Emirates (“NXLog,” “Supplier,” “We,” “Us”).
This Agreement governs your use of all NXLog products and services,
including the NXLog Customer Portal, the NXLog Cloud Platform (SaaS),
and our On-Premise Software Products.

Accepting This Agreement

This Agreement is effective as of the date you first accept it (the
“Effective Date”). You accept this Agreement by the earliest of the
following actions:

-   Clicking “I agree” (or a similar button or checkbox) when you
    register, create an account, or place an Order.

-   Using or accessing the NXLog Cloud Platform or On-Premise Software.

-   For Free-of-Charge Products, your access or use constitutes
    acceptance.

By accepting, you represent and warrant that:

-   You have the full legal authority to bind your employer or the
    entity you represent to this Agreement.

-   You have read and understand this Agreement.

-   You agree to this Agreement on behalf of the party you represent.

If you sign up using an email address from your employer or another
entity, you will be deemed to represent that party, and your acceptance
will bind them. If you do not have the legal authority to bind your
employer or entity, please do not accept this Agreement. This Agreement
does not need to be physically signed to be binding.

Part 1: General Terms Applicable to All Customers

This Part applies to all customers, regardless of the specific products
or services you use.

1.1. Billing, Renewals, and Payment

-   Subscription Plans: Except for Free-of-Charge Products, all NXLog
    products are offered on a subscription basis for a defined term. The
    duration of your subscription, including its specific start and end
    dates (the "Coverage Period"), is determined by the applicable
    Order, quote, or purchase order. Each Subscription Term is a
    non-divisible, continuous commitment, regardless of the invoice
    schedule, and pricing is based on a purchase of the entire
    Subscription Term.

-   Renewals: Our Customer Success team will contact you at least
    ninety (90) days before your subscription expires to discuss renewal
    options. If you do not confirm renewal before the expiration date,
    your subscription will terminate at the end of the current term. You
    may provide a notice of non-renewal at any time before expiration.
    All renewals are subject to the product’s continued availability and
    will be billed at the then-current rates.

-   Upgrades & Add-ons: You may expand your use of the platform by
    adding licenses or product extensions at any time. Unless specified
    otherwise in your Order, any increased use will be billed at our
    then-current rates. You may upgrade your subscription level at any
    time. When you upgrade, you will be charged the difference between
    your old plan and the new plan, with a credit applied for the
    remaining value of your old subscription. When you upgrade, your
    Subscription Term resets. A new Subscription Term, with a duration
    as specified in the upgrade Order, begins on the date of the
    upgrade. Downgrading to a lower subscription level is only possible
    at the start of a new subscription term.

-   Payment: You agree to pay all fees by the due dates and in the
    currency stated in your Order. You are responsible for any
    transaction fees charged by banks or payment providers to ensure we
    receive the full invoiced amount. If you require a Purchase Order
    (PO) number on your invoice, you must provide it when ordering.

-   Expenses: For Additional Services performed outside NXLog office
    locations, you will reimburse us for our pre-approved travel,
    lodging, and meal expenses.

-   No Refunds: Except where expressly stated in this Agreement (such as
    for a Warranty Remedy or IP Indemnification), all fees are
    non-refundable, non-cancelable, and non-creditable. You authorize us
    to charge your payment method on file for renewals, upgrades, and
    other unpaid fees.

-   No Contingencies: Your purchase is based on the platform’s current
    features and functionality and is not contingent on the delivery of
    any future functionality or the purchase of any other products

1.2. Taxes

Your fees under this Agreement exclude any taxes or duties. To the
extent any such taxes are payable by us, you must pay us that amount in
addition to the fees owed. If you have a valid tax exemption (e.g., a
European VAT number), you may provide it to us, and we will make
reasonable efforts to assist you in receiving a refund or credit if
available. You will pay all fees net of any applicable withholding
taxes. We will work together to avoid withholding tax if exemptions are
available, and we will provide reasonable documentary proof if we
qualify for an exemption.

1.3. Confidentiality

-   Confidential Information: Each party agrees that all code,
    inventions, know-how, and business, technical, or financial
    information disclosed by one party (“Disclosing Party”) to the other
    (“Receiving Party”) that is identified as confidential or should
    reasonably be understood as confidential is the confidential
    property of the Disclosing Party (“Confidential Information”). Our
    technology and any performance information related to the NXLog
    Platform are automatically our Confidential Information.

-   Obligations: The Receiving Party will hold all Confidential
    Information in confidence and not disclose it to any third party.
    The Receiving Party will only use the Confidential Information to
    fulfill its obligations or exercise its rights under this Agreement.
    The Receiving Party may share Confidential Information with
    employees, agents, and contractors who have a legitimate need to
    know and are bound by confidentiality obligations at least as
    protective as those in this section.

-   Exceptions: These obligations do not apply to information that the
    Receiving Party can prove: (a) was already in its possession before
    receipt; (b) is or becomes publicly available through no fault of
    the Receiving Party; (c) is lawfully received from a third party
    without breach of any confidentiality obligation; or (d) is
    independently developed without use of the Confidential Information.

-   Required Disclosure: The Receiving Party may disclose Confidential
    Information if required by Law or court order. However, if legally
    permitted, the Receiving Party will: (a) give the Disclosing Party
    prompt notice before making the disclosure; (b) reasonably assist
    the Disclosing Party, at their expense, in efforts to resist or
    limit the disclosure; and (c) disclose only that portion of the
    Confidential Information that is legally required.

1.4. Term and Termination

-   Term: This Agreement is effective from the Effective Date and
    continues until all your Subscription Terms have expired or been
    terminated.

-   Termination for Cause: Either party may terminate this Agreement
    (including all related Orders) if the other party: (a) Fails to cure
    any material breach of this Agreement within thirty (30) days after
    receiving written notice. (b) Fails to make a payment within
    fifteen (15) days of written notice. (c) Ceases operations without a
    successor. (d) Seeks protection under bankruptcy or a similar
    proceeding, or if one is initiated against them and not dismissed
    within sixty (60) days.

-   Termination for Convenience: You may terminate this Agreement at any
    time for any reason by providing at least ninety (90) days’ prior
    written notice. Upon such termination, no refunds will be issued for
    prepaid fees, and any outstanding fees for the current Subscription
    Term will become immediately due and payable.

-   Effects of Termination: Upon expiration or termination, you must
    immediately stop using all NXLog products and delete (or, at our
    request, return) all of our Confidential Information. You must
    provide written certification of such deletion if we request it. You
    will no longer have access to Your Data, and we may delete it unless
    prohibited by law. Termination does not relieve you of your
    obligation to pay fees incurred before termination.

-   Survival: The following sections will survive any termination or
    expiration of this Agreement: Restrictions, Your Indemnity, Payment,
    Taxes, IP Rights and Feedback, Confidentiality, Term and
    Termination, Warranty Disclaimer, Limitations of Liability, IP
    Indemnification, Dispute Resolution, and General Provisions.

1.5. Warranties and Disclaimer

-   Mutual Warranties: Each party represents and warrants that it has
    the legal power and authority to enter into this Agreement.

-   Our Performance Warranty: We warrant that we use commercially
    reasonable efforts to prevent the introduction of viruses, Trojan
    horses, or other harmful materials into the NXLog Platform Products
    (the “Performance Warranty”). We are not responsible for harmful
    materials submitted by you or your users or for vulnerabilities
    arising from third-party integrations you use.

-   Warranty Remedy: We will use commercially reasonable efforts to
    correct any reported non-conformity with the Performance Warranty at
    no cost to you. If we determine that correction is not practicable,
    either party may terminate the applicable Subscription Term, and you
    will receive a refund for the unused portion of any prepaid fees.
    This is your sole and exclusive remedy for any breach of the
    Performance Warranty. This warranty will not apply if: (a) you fail
    to report the non-conformity within thirty (30) days of its
    discovery; (b) you fail to provide reasonable supporting
    documentation; or (c) the non-conformity results from misuse or
    unauthorized modifications.

-   WARRANTY DISCLAIMER: EXCEPT AS EXPRESSLY STATED IN THIS SECTION, ALL
    NXLOG PLATFORM PRODUCTS, SUPPORT, AND ADDITIONAL SERVICES ARE
    PROVIDED “AS IS”. WE AND OUR SUPPLIERS DISCLAIM ALL WARRANTIES,
    WHETHER EXPRESS, IMPLIED, OR STATUTORY, INCLUDING WARRANTIES OF
    MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, TITLE, AND
    NON-INFRINGEMENT. WE DO NOT WARRANT THAT YOUR USE OF THE PRODUCTS
    WILL BE UNINTERRUPTED OR ERROR-FREE, OR THAT YOUR DATA WILL BE
    PRESERVED WITHOUT LOSS. THE PRODUCTS ARE NOT DESIGNED FOR ANY
    PURPOSE REQUIRING FAIL-SAFE PERFORMANCE FOR WHICH FAILURE COULD
    RESULT IN DEATH, PERSONAL INJURY, OR SEVERE PHYSICAL, PROPERTY, OR
    ENVIRONMENTAL DAMAGE.

1.6. Limitation of Liability

-   Consequential Damages Waiver: EXCEPT FOR EXCLUDED CLAIMS, NEITHER
    PARTY SHALL BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL,
    CONSEQUENTIAL, PUNITIVE, OR EXEMPLARY DAMAGES, INCLUDING LOSS OF
    USE, LOST PROFITS, LOSS OF DATA, OR BUSINESS INTERRUPTION, EVEN IF
    ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.

-   Liability Cap: EXCEPT FOR EXCLUDED CLAIMS, EACH PARTY’S TOTAL
    AGGREGATE LIABILITY ARISING OUT OF OR RELATED TO THIS AGREEMENT
    SHALL NOT EXCEED THE TOTAL AMOUNT ACTUALLY PAID BY YOU TO US FOR THE
    PRODUCTS AND SERVICES GIVING RISE TO THE LIABILITY DURING THE
    TWELVE (12) MONTHS IMMEDIATELY PRECEDING THE CLAIM.

-   Excluded Claims: The limitations and waivers in this section do not
    apply to "Excluded Claims," which are: (a) Any amounts you owe under
    any Orders. (b) Either party’s indemnification obligations under
    this Agreement. (c) Any violation of our product use
    restrictions. (d) A party’s willful misconduct, gross negligence,
    breaches of confidentiality, or infringement of the other party’s
    intellectual property rights.

1.7. IP Rights and Indemnification

-   Our IP Rights: NXLog and our licensors retain all right, title, and
    interest, including all Intellectual Property Rights, in and to Our
    Technology. The products are provided on a limited access or license
    basis, and no ownership rights are transferred to you.

-   Feedback: If you provide any feedback, suggestions, or ideas to us,
    we may use, copy, license, and exploit it for any purpose without
    obligation, royalty, or restriction. Feedback will not be treated as
    your confidential information.

-   Our Indemnification Obligation: We will defend you against any claim
    by a third party that the authorized use of an NXLog product
    infringes their patent, copyright, or trademark ("Claim"). We will
    indemnify you from any damages and costs finally awarded by a court
    or agreed to in a settlement executed by us.

-   Our Options: If a product is likely to be enjoined, we may, at our
    sole discretion: (a) procure the right for you to continue using
    it; (b) replace it with a substantially similar alternative; or (c)
    terminate your right to use it and provide a refund for the unused
    portion of the prepaid term.

-   Conditions for Indemnification: Our obligation to indemnify you
    applies only if you provide us with prompt written notice of the
    Claim, give us exclusive control over the defense and settlement,
    and provide all reasonable cooperation.

-   Exclusions: Our indemnification obligations will not apply if the
    Claim arises from: (a) your modification of the product; (b) your
    use of the product in combination with non-NXLog products or
    services; (c) your unauthorized use of the product; (d) Your Data or
    your own indemnity obligations; or (e) your settlement of the Claim
    without our prior written consent. Our indemnification obligation
    under this section does not apply if the total fees you paid for the
    applicable product in the twelve (12) months preceding the Claim are
    less than US$50,000, unless your Order specifies otherwise.

1.8. Dispute Resolution & Governing Law

-   Informal Resolution: In case of a dispute, the parties agree to
    first consult and negotiate in good faith for sixty (60) days to
    reach a satisfactory resolution before initiating legal action.

-   Governing Law: Unless otherwise specified in your Order Form, this
    Agreement shall be governed by and interpreted in accordance with
    the laws of the United Arab Emirates (UAE).

-   Jurisdiction: Each party irrevocably agrees that any legal action or
    proceeding shall be brought exclusively before the courts of the
    United Arab Emirates.

-   Injunctive Relief: Nothing in this Agreement shall prevent us from
    seeking injunctive relief in any appropriate jurisdiction to address
    violations of intellectual property rights or breaches of
    confidentiality.

-   Exclusions: The United Nations Convention on Contracts for the
    International Sale of Goods and the Uniform Computer Information
    Transactions Act (UCITA) shall not apply to this Agreement.

1.9. Terms for Managed Security Service Providers (MSSPs)

This section applies if you are an MSSP purchasing licenses to provide
managed security services to your own third-party customers.

-   Right to Operate: As an MSSP, you are granted the right to use the
    NXLog Cloud Platform and to install and use the On-Premise Software
    on behalf of your third-party customers.

-   Permitted Use: This right is granted solely for the purpose of
    delivering outsourced monitoring and managed security services to
    your customers.

-   Your Responsibility: You are fully responsible for your customers'
    compliance with this Agreement. This includes responsibility for all
    actions taken by your customers and their users and for any fees
    they incur.

-   End Customer Consent: You must ensure your end customers consent to
    these General Terms of Business. The specific mechanics of how this
    is managed will be detailed in your separate MSSP Agreement with
    NXLog.

1.10. Other General Provisions

-   Notices: We may deliver notices to you via email or through your
    account in the NXLog Customer Portal. You agree that electronic
    communications satisfy any legal requirements for written notice.
    Notices you send to us must be in writing to our designated email
    address.

-   Force Majeure: Neither party shall be liable for any delay or
    failure to perform due to events beyond its reasonable control, such
    as strikes, acts of terrorism, natural disasters, or power failures
    (excluding payment obligations).

-   Assignment: You may not assign this Agreement without our prior
    written consent, except to a successor entity in a merger or sale of
    all your assets, provided you notify us promptly. We may assign our
    rights and obligations under this Agreement without your consent.

-   Resellers: If you purchase through an authorized partner or reseller
    ("Reseller"), your payment obligation is to the Reseller. Your use
    of the products is governed by this Agreement. The Reseller is
    responsible for the accuracy of the Order they place with us on your
    behalf. Resellers are not authorized to modify these Terms or make
    any promises on our behalf. For the purposes of calculating our
    liability cap, the amount considered will be what the Reseller paid
    to us for your use of the product.

-   Waiver: No failure or delay by either party in exercising any right
    under this Agreement shall constitute a waiver of such right.

-   Export Restrictions: The NXLog Platform Products are subject to
    export control laws. You agree to comply with all relevant export
    and import laws and shall not export the products to any embargoed
    country or to any person or entity on a restricted party list. You
    represent that you are not located in a prohibited country or on any
    such list.

-   Publicity Rights: We may identify you as an NXLog customer in our
    promotional materials. You may request that we cease doing so by
    sending a written request to sales@nxlog.org.

-   Changes to this Agreement: We may update or modify this Agreement
    from time to time by notifying you or posting the revised terms on
    our website. For paid subscriptions, modifications will take effect
    at the start of your next renewal term. If a modification takes
    effect during your current term and you object, your sole remedy is
    to terminate the affected Orders for a pro-rated refund of prepaid
    fees, provided you notify us within thirty (30) days.

-   Order of Precedence: In the event of a conflict between the
    documents that make up this Agreement, the following order of
    precedence will apply: (1) the applicable Order; (2) any
    Product-Specific Terms or Policies; and (3) these General Terms of
    Business.

-   Entire Agreement: This Agreement (including our Policies and your
    Orders) is the entire agreement between you and us and supersedes
    all prior agreements and communications.

-   Independent Contractors: The parties are independent contractors.
    This Agreement does not create a partnership, joint venture, or
    agency relationship.

Part 2: The NXLog Customer Portal

The NXLog Customer Portal is the central interface used by all customers
to manage accounts, licenses, and orders for all NXLog products and
services.

-   Account Registration: You must register for an account on the NXLog
    Customer Portal to place Orders and to get access to, use, or
    receive our products. Your registration information must be
    accurate, current, and complete, and you must keep it up to date so
    we may send you notices and other information. You are responsible
    for all actions taken through your account.

-   Information Collected in the Portal: To manage your account and
    process Orders, we collect information which may include: (a)
    Company name, billing address, and shipping address. (b) VAT ID for
    companies based in the European Union. (c) Contact name and email
    address for the person issuing an Order or in charge of the
    products. (d) Invoice submission email address (e.g., for an
    Accounts Payable team). (e) For MSSPs and Resellers, the names and
    contact details of their End Users. (f) Other information necessary
    to create and secure your account, such as passwords and
    multi-factor authentication setup.

-   Usage Information: To ensure license compliance, bill for services,
    and improve our products, we collect information about how our
    platform is used. This includes metrics related to your Scope of Use
    (such as the number of data sources or data volume), features
    accessed, and other analytics data about product performance. The
    collected information does not contain any security of business
    sensitive data and can be provided to you for audit purposes upon
    request.

-   Administrators: You may designate certain users as "Administrators"
    who have significant rights over your account, including placing
    Orders, purchasing add-ons (which may incur fees), creating and
    managing user accounts, and controlling access to your data. You are
    responsible for managing your Administrator access and ensuring they
    comply with these Terms.

-   Domain Name Ownership: Where you are required to specify a domain
    for the operation of any NXLog Platform Product or certain features,
    we may verify that you own or control that domain. If you do not own
    or control the domain you specify, then we will have no obligation
    to provide you with the NXLog Platform or related features.

-   Credentials: You must require that all users keep their user IDs and
    passwords strictly confidential and do not share them. User IDs are
    granted to individual, named persons and may not be shared. You are
    responsible for any and all actions taken using user accounts and
    passwords and must notify us immediately of any unauthorized use.

-   Resellers and Third Parties: If you purchase through a Reseller or
    authorize any other third party to act as an Administrator, you are
    solely responsible for defining their rights and obligations in your
    separate agreement with them. You remain fully responsible for any
    access by a Reseller or third party to your accounts.

Part 3: Terms for NXLog Cloud Platform

This part applies specifically to your use of the NXLog Cloud Platform,
our software-as-a-service (SaaS) offering.

-   Access Rights: Subject to this Agreement, you are granted a
    non-exclusive, non-transferable right to access and use the NXLog
    Cloud Platform during your Subscription Term, solely for your
    internal business operations and in accordance with your Order and
    the Documentation.

-   Security and Privacy:

    -   Security Measures: We implement and maintain physical,
        technical, and administrative security measures designed to
        protect Your Data from unauthorized access, destruction, use,
        modification, or disclosure.

    -   Privacy: We collect certain data about you and your users in
        connection with your use of the platform. We collect and use all
        such data in accordance with our Privacy Policy, which you
        acknowledge.

    -   Legal Disclosure: We will not disclose Your Data except as
        required by law, subpoenas, or court orders, and we will use
        commercially reasonable efforts to notify you where permitted.

    -   Data Processing: If you are subject to the GDPR, you can request
        our Data Processing Agreement (DPA) at legal@nxlog.org.

-   Your Data:

    -   Ownership and License: You retain all right, title, and interest
        in Your Data. You grant NXLog a limited, non-exclusive,
        worldwide license to access, use, process, copy, and display
        Your Data solely to the extent necessary to provide the Cloud
        Platform to you.

    -   Data Residency: You may have the option to select a geographic
        data hosting region for the Cloud Platform, subject to
        availability and the terms of your Order.

    -   Your Compliance Obligations: You represent and warrant that you
        have obtained all necessary rights and permissions to submit
        Your Data to the Cloud Platform and that its submission and use
        will not violate any laws or third-party rights. You are solely
        responsible for the accuracy, legality, and consequences of
        submitting and using Your Data. You will defend, indemnify, and
        hold us harmless from any claim arising from your breach of
        these data compliance obligations.

    -   Prohibited Data: You will not provide to the Cloud Platform (or
        use it to process) any patient, medical, or other protected
        health information (regulated by HIPAA or similar laws) or any
        sensitive Payment Card Industry data (e.g., credit card
        information), unless expressly authorized by us in writing.

-   Data Deletion & Suspension:

    -   Suspension: We may suspend your access immediately and without
        notice if we determine your actions pose a risk to the platform
        or other users, violate our policies, or violate the law.

    -   Deletion by Supplier: We reserve the right to delete Your Data
        if your subscription is terminated, you fail to pay overdue
        invoices, or you exceed your Scope of Use. We may also purge or
        decline to process any data that exceeds your licensed capacity
        (e.g., data volume or EPS limits).

    -   Data Retrieval at Termination: You are solely responsible for
        retrieving your data from the Cloud Platform before your
        subscription terminates. Upon termination, we will retain Your
        Data for a grace period of thirty (30) days to allow for
        retrieval. After this period, we may permanently delete all of
        Your Data from the platform. You may request a copy of your data
        within seven (7) days of a termination notice.

-   Service Level: The NXLog Cloud Platform is provided "as-is" without
    uptime or performance commitments. While no formal Service Level
    Agreement (SLA) applies, we are committed to maintaining a high
    standard of reliability and will make reasonable efforts to ensure
    its availability and performance.

Part 4: Terms for NXLog On-Premise Software

This part applies specifically to your use of NXLog On-Premise Software
Products, which are installed on your own infrastructure.

-   License Grant: We grant you a non-exclusive, non-sublicensable, and
    non-transferable license to install and use the On-Premise Software
    during your Subscription Term, solely for your internal business
    purposes and in accordance with your Order, your Scope of Use, and
    the Documentation.

-   System Requirements: You are solely responsible for ensuring your
    systems meet the hardware, software, and other applicable system
    requirements for the On-Premise Software as specified in the
    Documentation. We have no responsibility for issues caused by your
    use of any third-party hardware or software not provided by us.

-   License Validation, Usage Collection and Audits:

    -   Internet Connected Instances: You acknowledge and agree that the
        On-Premise Software requires an active internet connection to
        periodically connect to the NXLog Customer Portal to validate
        your license, submit non-sensitive usage information and ensure
        compliance with your Scope of Use.

    -   Network Isolated (Air-Gapped) Instances: You acknowledge and
        agree to facilitate the offline procedures required to obtain
        and validate your license and submit non-sensitive usage
        information.

    -   Audits: At our request, you agree to provide a signed
        certification that your use of the software complies with this
        Agreement. You also agree to permit us or our agent to audit
        your use of the software. We will provide at least ten (10)
        days' advance notice. If an audit reveals that you have exceeded
        your licensed Scope of Use, we may invoice you for the overage,
        and you agree to pay it promptly.

-   Instances: Unless otherwise specified in your Order, you may deploy
    the On-Premise Software on multiple instances (e.g., Production,
    Test) using the same activation key, provided the cumulative usage
    across all instances does not exceed your total number of purchased
    licenses.

-   Restrictions: Except as expressly permitted in this Agreement, you
    will not (and will not permit any third party to): (a) Reproduce,
    modify, adapt, or create derivative works of the software. (b) Rent,
    lease, distribute, sell, sublicense, or transfer the software to a
    third party. (c) Use the software for the benefit of any third party
    or incorporate it into a product you provide to a third party. (d)
    Interfere with any license key mechanism or otherwise circumvent
    mechanisms intended to limit your use. (e) Reverse engineer,
    disassemble, decompile, or otherwise seek to obtain the source code,
    underlying ideas, or non-public APIs to the software, except as
    expressly permitted by law. (f) Remove or obscure any proprietary
    notices contained in the software. (g) Use the software for
    competitive analysis or to build competitive products.

Part 5: Free-of-Charge Products, Trials, and Beta

This part governs your use of any NXLog products provided at no charge.

-   Scope: We may provide certain products, such as free accounts, trial
    use, and Beta Versions, at no charge (collectively, “Free-of-Charge
    Products”). Your use of these products is subject to any additional
    terms we specify and is permitted only for the term we designate, or
    until terminated.

-   Beta Versions: You acknowledge that pre-release and beta versions
    (“Beta Versions”) are still under development, may be inoperable or
    incomplete, and are likely to contain more errors than production
    versions. We make no guarantees that any Beta Version will become
    generally available. All information about the features and
    performance of Beta Versions is our Confidential Information.

-   DISCLAIMER: TO THE FULLEST EXTENT PERMITTED BY LAW, WE DISCLAIM ALL
    OBLIGATIONS AND LIABILITIES FOR FREE-OF-CHARGE PRODUCTS, INCLUDING
    ANY SUPPORT, WARRANTIES, OR INDEMNITIES.

-   LIABILITY CAP: NOTWITHSTANDING ANY OTHER PROVISION OF THIS
    AGREEMENT, OUR MAXIMUM AGGREGATE LIABILITY TO YOU FOR FREE-OF-CHARGE
    PRODUCTS WILL BE LIMITED TO US$50.

Part 6: Support and Professional Services

This Part governs any Technical Support or Professional Services
purchased by you ("Customer") and provided by NXLog ("Supplier")
pursuant to an applicable Order.

Technical Support Services

-   Scope: If purchased, we will provide you with Technical Support
    Services for the products. Support is a reactive service for
    troubleshooting and bug fixes related to the products themselves; it
    does not cover new implementations or issues in your operating
    environment. Support is provided remotely via our Support Ticketing
    System.

-   Support Levels (SL0-SL4): The level of support you purchase
    determines details such as availability, response times, number of
    authorized contacts, and included hours. The available packages are
    listed on our website.

-   Incident Severity Levels: When you report an incident, it will be
    categorized by severity: (a) Critical: An error that entirely
    prevents the use of the product for mission-critical applications
    with no workaround (Not applicable to SL0/SL1). (b) High: An error
    that prevents the use of one or more primary functionalities, though
    business operations can continue in a limited capacity. (c) Low: An
    error with minimal impact, or a general user inquiry. We reserve the
    right to reclassify the severity level based on our assessment.

-   Availability and Response Times: "8x5" support is available
    Monday-Friday, 09:00-17:00 UTC. "24x7" support is available
    continuously. We will use commercially reasonable efforts to respond
    to incidents within the times specified in the table below for your
    Support Level. Failure to meet these times is not a breach of the
    Agreement.

+----------+----------+----------+----------+----------+-----------+
| Severity | SL4      | SL3      | SL2      | SL1      | SL0 (8x5) |
|          | (24x7)   | (24x7)   | (8x5)    | (8x5)    |           |
+==========+==========+==========+==========+==========+===========+
| Critical | 4 hours  | 24 hours | Next     | Not      | Not       |
|          |          |          | weekday  | ap       | a         |
|          |          |          |          | plicable | pplicable |
+----------+----------+----------+----------+----------+-----------+
| High     | 24 hours | Next     | 2        | 2        | 2         |
|          |          | weekday  | weekdays | weekdays | weekdays  |
+----------+----------+----------+----------+----------+-----------+
| Low      | Next     | 2        | 3        | 3        | 3         |
|          | weekday  | weekdays | weekdays | weekdays | weekdays  |
+----------+----------+----------+----------+----------+-----------+

-   Support Contacts and Hours: The maximum number of authorized support
    contacts is determined by your Support Level (SL0/SL1: 2 contacts;
    SL2/SL3/SL4: 5 contacts). Troubleshooting product errors does not
    consume your included support hours. However, your plan includes a
    set number of annual hours for general guidance and other
    non-error-related inquiries (SL0: 10, SL1: 20, SL2: 40, SL3/SL4:
    80). If you exceed these hours, you must purchase an additional
    package or upgrade.

-   Your Cooperation: To resolve an incident, you agree to make
    reasonable efforts to provide all necessary information (log files,
    data samples, config files, etc.) and cooperate with our support
    team. You are responsible for the security of your own data and for
    maintaining backup procedures.

Professional Services

-   Scope: Supplier may provide professional services, such as
    consulting, system architecture design, or implementation ("
    Professional Services "), under the terms of a mutually agreed-upon
    contract or Statement of Work (SOW). Unless otherwise specified in
    the SOW, Professional Services are provided on a remote basis.

-   Training: Your purchase, and our provision, of Training is subject
    to our Training Terms and Policies, which is a separate agreement.

-   Deliverables: Supplier will retain all right, title, and interest in
    and to any materials, reports, scripts, or other deliverables
    created as part of the Professional Services (" Our Deliverables ").
    Subject to your compliance with this Agreement, Supplier grants you
    a limited, non-exclusive, non-transferable right to use Our
    Deliverables solely in connection with your authorized use of the
    NXLog Products.

Part 7: Definitions

-   "Additional Services": Means Add-on Products, Product Extensions,
    Support Services, or Professional Services that we provide to you
    pursuant to an applicable Order.

-   "Affiliate": Means any person or entity directly or indirectly
    Controlling, Controlled by, or under common Control with a party,
    where “Control” means the beneficial ownership of more than 50% of
    the issued share capital of a company or the legal power to direct
    or cause direction of the general management of a legal entity.

-   "Agent": Means an instance of the Product installed on the
    Customer’s hardware for the purpose of collecting, processing, or
    forwarding logs. Use of an Agent does not impact licensing terms,
    which are determined by the applicable License Model.

-   "Authorized User": Means a user who uses the NXLog Platform on
    behalf of the Customer and was entitled by the Customer to act as
    such.

-   "Cloud Platform" or "NXLog Cloud Platform": Means the cloud-based
    software-as-a-service (SaaS) solution provided by NXLog where data
    is processed on NXLog-managed infrastructure.

-   "Confidential Information": Means non-public business, technical, or
    financial information disclosed by one party to the other that is
    marked as confidential or should reasonably be understood as
    confidential.

-   "Customer Portal" or "NXLog Customer Portal": Means the web-based
    interface where all customers manage their accounts, subscriptions,
    licenses, and orders for all NXLog products.

-   "Data Source": Means any unique system, device, or component that
    generates logs. This includes, but is not limited to, workstations,
    servers (physical or virtual), network devices, containers or
    Kubernetes nodes, cloud services, and custom applications. For
    example, one server running ten log-generating containers counts as
    eleven (11) Data Sources.

-   "Documentation": Means the user manuals and any other materials we
    customarily provide to users of the product, including
    specifications and lists of components and licenses.

-   "End User": Means any individual or entity that uses the Products
    under your account. This includes your employees and contractors (
    Authorized Users ) and, if you are an MSSP or Reseller, your own
    customers.

-   "Excluded Claims": Means any claims or liabilities arising from: (a)
    your obligation to pay all amounts owed under any Orders; (b) either
    party’s indemnification obligations under this Agreement; (c) your
    violation of our product use restrictions; or (d) a party’s willful
    misconduct, gross negligence, breach of its confidentiality
    obligations, or infringement of the other party’s Intellectual
    Property Rights.

-   "Free-of-Charge Products": Means any NXLog Platform Products,
    Bundles, Add-ons, Extensions, free accounts, trial use, and Beta
    Versions provided at no charge.

-   "Intellectual Property Rights" or "IPR": Means all intellectual
    property and proprietary rights worldwide, including patent,
    trademark, service mark, copyright, trade secret, know-how, moral
    right, and any other intellectual and intangible property rights.

-   "Law": Means any applicable law, rule, statute, decree, decision,
    order, regulation, judgment, code, and requirement of any government
    authority (federal, state, local, or international) having
    jurisdiction.

-   "On-Premise Software": Means the software provided by NXLog that is
    installed and run on customer-owned and/or customer-managed IT
    infrastructure.

-   "Order": Means a purchase performed by you on the NXLog Customer
    Portal or an official purchase order issued by you for our products
    or services, which forms part of your Contract with us.

-   "Our Deliverables": Means any materials, such as reports, documents,
    or scripts, provided by us to you as part of any Additional
    Services.

-   "Our Technology": Means the NXLog Platform Products, Documentation,
    our websites, and other software, technology, and methodologies
    created by or for, or licensed to, NXLog, and any updates to or
    derivative works of the foregoing.

-   "Policies": Means our Privacy Policy, Support Policy, Acceptable Use
    Policy, and other policies as updated from time to time.

-   "Professional Services": Means proactive technical, consultation,
    implementation, and auxiliary services detailed in separate
    Contracts.

-   "Reseller": Means an authorized partner or reseller of NXLog from
    whom you make any purchases.

-   "Scope of Use": Means your authorized use limits for the products,
    which may include the number of licenses, Data Sources, Events per
    Second (EPS), or other metrics as defined in your Order.

-   "Site": Means the entity or geographical location specified in the
    Contract, if applicable, at which the Product will be installed and
    Used by the Customer under the Agreement.

-   "Subscription Term": Means the period of time for which you have
    purchased a subscription to use the NXLog Platform Products, as
    specified in an Order.

-   "Support": Means the Technical Support Services provided by NXLog
    for the NXLog Platform.

-   "Technical Support Services": Means the reactive technical support
    provided by Supplier to resolve Incidents.

-   "Value Added Reseller": Means a Customer who advertises and markets
    Products and Services, promotes and sells them to End Users. A Value
    Added Reseller’s License is limited to Use the Products for
    evaluation, marketing and promotion purposes.

-   "Your Data": Means data and information submitted by you or your End
    Users to the NXLog Cloud Platform.

Last updated 2026-05-26 15:37:22 UTC
