Instana Terms of Service for On-Premise Installation

Last Modified: September 12, 2017

These are the INSTANA TERMS OF SERVICE, (together with any Order Form or Program Agreement, the “Agreement”) between Instana Inc., a Delaware Company (“Instana”) and your company (“Client”), governing the use of the Service, as defined herein. Acceptance of this Agreement indicates acceptance of the Instana Privacy Policy (www.instana.com/privacy-policy), which is incorporated herein by reference. BY REGISTERING FOR AN ACCOUNT, INSTALLING,
USING OR OTHERWISE ACCESSING THE SERVICE, YOU ACCEPT THIS AGREEMENT AND WARRANT THAT YOU ARE AUTHORIZED TO BIND THE COMPANY YOU REPRESENT. IF YOU DO NOT ACCEPT THE TERMS OF THIS AGREEMENT, PLEASE DO NOT INSTALL, USE OR OTHERWISE ACCESS THE SERVICE.

 

  1. DEFINED TERMS. Any terms not defined in this Agreement but defined in the Order Form shall have those definitions.
    1. Client’s Application” is the code, middle-ware and servers owned by Client which Client desires to monitor with the Instana Service.
    2. Service” is Instana’s application monitoring service and includes Agent and Sensors installed in the Client’s Application for collecting performance metric data as well as the Instana Knowledge Engine for analyzing the Client’s metric data. The Knowledge Engine is installed on Client servers, independent from the Client’s Applications, for the purpose of creating the Service. Instana may update or change the Service with no prior notice to you, and you may be required to install updates to the Service, Agent, Sensors or Knowledge Engine installed on your computers to continue to receive the Service.
    3. Support Services” are set forth in Exhibit A hereto and invoiced at the cost set forth in the Order Form.
    4. Order Form” means the document signed by both parties setting forth prices and quantities and/or duration of usage for Client’s purchase of the Instana Service.
  2. TERM. The term of this Agreement shall commence on the date Client accepts these Terms of Service and shall continue until terminated pursuant to the provisions of Section 8 of these Terms and Conditions or any Order Form, whichever comes first.
  3. INTELLECTUAL PROPERTY
    1. License. Subject to this Agreement, Instana hereby grants to Client a nonexclusive, revocable, nonsublicensable, nontransferable license to access and use the Service during the Term solely for its non-commercial internal business operations. Client is solely responsible for providing all telecommunications, computer and other equipment necessary for accessing, enabling and delivering the Service. Instana retains the right, in its sole discretion and with no notice to Client, to restrict or terminate access to the Service by Client if Instana has a good faith belief that Client has materially breached the terms of this Agreement, any Instana policies, or is using the Service as not intended or in a way that violates any applicable federal, state, local or international laws or regulations, or the rights of any third party.
    2. Ownership. Instana retains all rights not expressly granted to Client in this Agreement. Client acknowledges and agrees that Instana retains all rights, title and interest in and to the Service, including without limitation copyrights, patent rights, trademarks and trade names, and trade secrets.
    3. Restrictions on Use. Except as otherwise specifically permitted under this Agreement, Client shall not, nor will Client permit any Third Party, defined as an individual not directly employed or contracted by the Client or a corporation that is not majority owned by the Client’s corporation, to (i) copy, modify, distribute, sell, assign, pledge, sublicense, lease, loan, deliver or otherwise transfer the Service or any of its components to any third party in whole or in part, provided that Client may copy Instana’s documentation as needed for internal business use; (ii) derive or attempt to derive the source code of any portion of the Service by any means; (iii) reverse engineer, decompile, disassemble, or translate the Service or any part thereof; (iv) upload, post, mail, publish, transmit or distribute in any way the Service or its components; (v) make available through the Service any material or information that infringes the intellectual property rights, rights of publicity, or right of privacy of any entity or person, or impersonates another person including without limitation an Instana employee
    4. No Trademark License. No license, right or interest in the trademarks, trade names or service mark of either party or its licensor is granted hereunder, except as either party may agree in writing.
  4. CONFIDENTIAL INFORMATION AND CLIENT DATA
    1. Confidential Information. By virtue of this Agreement, either party may come into contact with the other party’s non-public or proprietary information (“Confidential Information”). Confidential Information shall include, without limitation, any information or materials supplied to, obtained by or observed by either party or its employees, agents, consultants or subcontractors including proprietary software, source code documents, financial information, documentation, data, benchmark tests, specifications, customers, marketing strategies, business practices and any other proprietary information supplied to one party by the other and identified as proprietary or confidential, user identification and passwords, and account information. The terms of any Order Form and these Terms and Conditions are also considered Confidential Information. Each party shall hold the Confidential Information of the other party in strict confidence and not disclose the Confidential Information to third parties nor use for any purpose not authorized herein, nor permit access to Confidential Information, except to those of its employees or authorized representatives having a need to know and who are bound by confidentiality obligations at least as restrictive as those contained herein. Upon learning of any unauthorized use or disclosure of a disclosing party’s Confidential Information, the other party shall immediately notify the disclosing party. Client Data, as defined in Section 4.4, shall be considered Instana’s Confidential Information.
    2. Exceptions. The above restrictions of Section 4.1 shall not apply to: (i) information that becomes, through no act or fault of the party receiving the Confidential Information (“Receiving Party”), publicly known or generally known in the relevant industry; (ii) information received from a third party not obligated under a confidentiality agreement with the party disclosing the Confidential Information (“Disclosing Party”); (iii) information independently developed by either party without reference to the Confidential Information; (iv) information required to be disclosed by law or court or governmental agency order, provided the party gives prompt notice of such requirement to the other party, or; (v) disclosures to a professional advisor under a duty of confidentiality.
    3. Ownership and Return of Confidential Information. All Confidential Information shall remain the property of the Disclosing Party. Upon written request of the Disclosing Party, the other party shall promptly return to the Disclosing Party all documents and other tangible materials representing the disclosing party’s Confidential Information, together with all copies thereof; at Disclosing Party’s expense.
    4. CLIENT DATA. “Client Data” is data collected from the Client’s Instana Service, residing in the Client’s data center, and may include Service usage data, Service quality management and monitoring data, and Service user lists. Title to ownership of all Client Data transmitted to Instana pursuant to Client’s use of the Services shall remain with Client, provided, however, that Client hereby grants Instana a worldwide, exclusive, irrevocable license to access, use and analyze Client Data, which may be used by Instana, including but not limited to: analyzing the Client Data to bill and invoice the Client for Service Usage and to assist the Client in operating the Service.
  5. DISCLAIMER OF WARRANTY. THE INSTANA SERVICE, ACCESS THERETO, AND ANY SERVICES PROVIDED HEREUNDER ARE PROVIDED ON AN “AS IS” BASIS, AND INSTANA AND ITS AFFILIATES AND AGENTS: (A) DO NOT MAKE, AND HEREBY EXPRESSLY DISCLAIM, ANY AND ALL WARRANTIES, WHETHER EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO WARRANTIES OF MERCHANTABILITY, NONINFRINGEMENT, FITNESS FOR A PARTICULAR PURPOSE, AND ANY WARRANTIES ARISING FROM COURSE OF DEALING, USAGE, OR TRADE PRACTICE; (B) DO NOT WARRANT THAT ACCESS TO THE INSTANA SERVICE WILL BE UNINTERRUPTED, ERROR-FREE, OR SECURE, OR THAT ANY INFORMATION, SOFTWARE, OR OTHER MATERIAL ACCESSIBLE THROUGH THE INSTANA SERVICE IS FREE OF VIRUSES (ALTHOUGH INSTANA REPRESENTS THAT IT WILL USE COMMERCIALLY REASONABLE EFFORTS TO AVOID VIRUSES) OR OTHER HARMFUL CONTENTS OR COMPONENTS; (C) SHALL IN NO EVENT BE LIABLE TO CLIENT OR ANYONE ELSE FOR ANY INACCURACY, ERROR OR OMISSION IN, OR LOSS, INJURY OR DAMAGE (INCLUDING LOSS OF DATA) CAUSED IN WHOLE OR IN PART BY, OR FAILURES, DELAYS OR INTERRUPTIONS OF THE INSTANA SERVICE. SOME JURISDICTIONS MAY NOT ALLOW THE EXCLUSION OR LIMITATION OF CERTAIN WARRANTIES. IN SUCH JURISDICTIONS, INSTANA’ LIABILITY SHALL BE LIMITED TO THE MAXIMUM EXTENT PERMITTED BY LAW.
  6. LIMITATION OF LIABILITY.
    1. Exclusion of Consequential Damages. In no event shall Instana or Instana’s suppliers be liable for any indirect, incidental, special or consequential damages, including without limitation damages for loss of profits, data or use, incurred by Client or any third party, whether in an action in contract or tort, even if Instana has been advised of the possibility of such damages.
    2. Limitation of Direct Damages. The aggregate and cumulative liability of Instana and its suppliers for damages hereunder, including in any trial period, shall in no event exceed the amount of fees paid by Client for the previous six (6) months under this Agreement.
  7. FEES AND PAYMENTS. All fees and amounts due to Instana shall be set forth in one or more Order Forms. All fees are non-refundable, and do not include any applicable taxes, which are the sole responsibility of the Client. All payments are due within thirty (30) days from the date of invoice. All payments not made within such thirty (30) day period shall be Delinquent Payments. Late fees shall accrue on all Delinquent Payments at the lesser of (i) 1.5% per month, or (ii) the maximum rate allowed under law. If Delinquent Payments are not made within fifteen (15) days of written notice to Client by Instana, Instana may, in its sole discretion, immediately terminate the applicable Order Forms, and Client’s access to the Service with no further liability to Client.
  8. TERMINATION. This Agreement shall continue to be in force until terminated by either party in accordance with this Section 8.
    1. Termination for Breach. If either party materially breaches this Agreement or an Order Form and such breach is not cured within thirty (30) days after written notice is given to the breaching party, then the other party may, by giving written notice to the breaching party,
      terminate the applicable Order Form as of the end of such thirty (30) day period or such later date as is specified in such notice of termination. Instana may also immediately terminate this Agreement pursuant to the terms of Section 3.1.
    2. Effect of Termination. Upon termination of any Order Form due to Client’s breach, Client shall pay all amounts due to Instana under all Work Orders and shall not be entitled to a refund for any amounts already paid.
  9. MISCELLANEOUS. The laws of the State of California shall govern this Agreement without reference to its conflict of law principles. All claims under, or otherwise with respect to, this Agreement shall be brought and maintained in the state and federal courts located in San Francisco, California, USA, and the parties hereby expressly consent (and waive any right to otherwise object) to the exclusive venue and jurisdiction of such courts.
    1. Neither party may assign this Agreement, or its rights or duties hereunder, to any third party, in whole or in part, except that it is agreed that a change in control is not an assignment subject to this section; provided, however, that Instana may terminate this Agreement if a Client change in control results in Client ownership by an entity that Instana reasonably deems to be its competitor.
    2. All notices must be in writing and delivered personally or sent by overnight courier service to the address indicated in the Order Form, or such other address as either party may indicate by written notice, and will be deemed effective upon the earlier of actual or two business days after deposit with an overnight courier.
    3. The provisions of this Agreement are severable. If any one is held to be invalid, the invalid provision will be replaced by a valid clause coming closest to the invalid clause’s intention.
    4. In the event of any litigation arising out of or in connection with this Agreement or its interpretation or performance, the prevailing party shall be awarded reasonable attorneys’ fees and expenses, court costs, and reasonable costs for expert and other witnesses attributable to the prosecution or defense of that controversy or dispute.
    5. This Agreement constitutes the entire, exclusive and final statement of the agreement of the parties with respect to this subject matter, and supersedes all prior and contemporaneous representations, proposals, negotiations, discussions, and agreements between the parties, whether oral or in writing. There are no intended third-party beneficiaries under this Agreement.
    6. This Agreement may be executed in counterparts, which taken together shall be considered one original Agreement.
    7. Those provisions of Sections 4, 5, and 6 shall survive and the obligations thereof continue for a period of four (4) years following termination.
    8. Except for Client’s obligations to make payments as set forth in this Agreement, each party shall be excused from performance for any period during which, and to the extent that, it or its subcontractor(s) is prevented from performing any obligation or service, in whole or in part, as a result of causes beyond its reasonable control and without its fault or negligence. Such acts shall include without limitation acts of God, strikes, lockouts, riots, acts of war, epidemics, governmental laws and regulations imposed after the fact, fire, communication line failures, power failures, earthquakes, floods or other natural disasters (a “Force Majeure Event”). Delays in delivery or in meeting completion dates due to Force Majeure Events shall automatically extend such dates for a period equal to the duration of such events.

 

Exhibit A

Support Services

    1. Definitions.
      1. Documentation” means any and all manuals, instructions, specifications and other documents and materials that Instana provides or makes available to Client in any medium and which describe the functionality, components, features or requirements of the Service, including any one or more of the installation, configuration, integration, operation, use, support or maintenance thereof.
      2. Error” means a reproducible failure of the Service to perform in substantial conformity with the specifications set forth in the Documentation, whose origin can be isolated to a single cause.
      3. First Line Support” means, in connection with the identification, diagnosis and correction of Errors, the provision of: (a) telephone/e-mail/chat assistance; (b) Remote Services; and (c) access to technical information on Instana’s website for proper use of the Service.
      4. Respond” means Instana’s initial communication with Client, whether by telephone, e-mail or otherwise, acknowledging Client’s request for Services in connection with a specific Error. “Response” has a correlative meaning.
      5. Second Line Support” means, in connection with the identification, diagnosis and correction of Errors, the provision of on-site technical support at Client’s premises/Designated Site(s).
      6. Severity Level One Incident” means an Error that causes the Service to not operate and has a critical impact on Client’s business operations.
      7. Severity Level Two Incident” means an Error that results in a lack of the Service functionality and materially degrades significant aspects of Client’s business operations.
      8. Severity Level Three Incident” means an Error that impairs the performance of the Service, but does not substantially affect Client’s business operations.
    2. Scope of Services. During the Term Instana will use commercially reasonable efforts to Resolve any Incidents reported by Client as follows:
      1. Instana, in its reasonable discretion, will determine the amount of time it will need to spend to attempt to Resolve any specific Incident;
      2. Instana will initially provide First Line Support to Client to attempt to Resolve the reported Incident; and
      3. Instana will subsequently provide such, if any, Second Line Support as Instana, in its reasonable discretion, deems necessary to attempt to Resolve the Incident.
    3. Response Time. During the Term Instana shall use commercially reasonable efforts to Respond to Incidents reported by Client within the following timeframes:
      1. for a Severity Level One Incident, within 4 hours of Instana’s receipt of Client’s notification on a 24/7 basis
      2. for a Severity Level Two Incident, within 12 hours of Instana’s receipt of Client’s notification on a 24/7 basis and
      3. for a Severity Level Three Incident, within 24 hours of Instana’s receipt of Client’s notification during Normal Business Hours.
    4. Remote Services. Client acknowledges and agrees that Instana may provide Remote Services to Client to assist in analyzing and Resolving any Incident. Client agrees to provide Instana with access to Client’s systems and computers to install and use remote access software (“Remote Access Software“) necessary for Instana to provide the Remote Services to Client. The Remote Access Software contains technological measures designed to collect and transmit to Instana certain diagnostic, technical, usage and related information, including information about Client’s computers, systems, network and any Third-Party Materials, relating to or derived from Client’s use of the Service. Client acknowledges and agrees that: (a) Instana may collect, maintain, process and use this information in the course of performing the Services under this Agreement, provided that Instana shall only access, control and gather such information that it reasonably believes to be necessary to assist in analyzing and Resolving an Incident; and (b) all or portions of the Remote Access Software may remain on Client’s computers after an Incident is Resolved. At all times Client’s information will be treated in accordance with Instana’s privacy policy, as amended from time to time, which can be viewed at: www.instana.com/privacy-policy or a successor website address.
    5. Optional Support Services. Instana, in its sole discretion, may provide Optional Support Services to Client on Client’s request, at Instana’s standard hourly rates then in effect. The terms and conditions of this Agreement govern the provision of any Optional Support Services delivered by Instana to Client.
    6. Maintenance Releases. During the Term, Instana will provide Client with all Maintenance Releases under the terms and conditions set forth in the Agreement.
    7. Service Changes. Instana may, in its sole discretion, change any aspect of the Service, provided that no such change materially reduces or otherwise has a material adverse effect on the: (a) Instana’s level of effort in performing the Services; (b) Instana’s obligation to provide the Services under this Agreement; or (c) Client’s rights under this Agreement.
    8. Subcontractors. Instana may, in its sole discretion, perform any of the Services by or through third parties (each, a “Subcontractor“) or any other Instana Personnel.
  1. Limitations.
    1. Incidents. Instana has the sole right to determine, in its reasonable discretion: (a) what
      constitutes an Incident; and (b) when an Incident is deemed to be Resolved.
    2. Response Time and Resolution. Instana will use commercially reasonable efforts to: (a) Respond within the applicable Response time provided in Section 1.2; and (b) Resolve an Incident, but does not guarantee that it will be able to Respond within that specific time period or that any Incident will be Resolved.
    3. Effect of Client Failure or Delay. Instana is not responsible or liable for any delay or failure of performance caused in whole or in part by any delay or failure to perform any of Client’s obligations under the Agreement or this Agreement in accordance with the respective terms and conditions of these agreements (each, a “Client Failure“).
  2. Exceptions. Instana has no obligation to provide Services relating to Errors that, in whole or in part, arise out of or result from any of the following (each a “Service Exception“):
      1. the Service, or the media on which it is provided, that is modified or damaged by Client or any third party;
      2. any operation or use of, or other activity relating to, the Service other than as specified in the Documentation, including any incorporation in the Service of, or combination, operation or use of the Service in or with, any technology (including any software, hardware, firmware, system or network) or service not specified for Client’s use in the Documentation;
      3. any negligence, abuse, misapplication or misuse of the Service other than by Instana Personnel, including any Client use of the Service other than as specified in the Documentation;
      4. any Client Failure, including Client’s failure to promptly install any Maintenance Release that Instana has previously made available to Client;
      5. the operation of, or access to, Client’s or a third party’s system or network;
      6. any relocation, installation or integration of the Service other than by Instana
        Personnel;
      7. any beta software, software that Instana makes available for testing or demonstration purposes, temporary software modules or software for which Instana does not receive a license fee;
      8. any breach of or noncompliance with any provision of this Agreement by Client or any of its Representatives; or
      9. any Force Majeure Event (including abnormal physical or electrical stress).
  3. Client Obligations.
    1. Notification. Client shall promptly notify Instana of any Error and provide Instana with reasonable detail of the nature and circumstances of the Error.
    2. Compliance. Client shall comply with all terms and conditions of this Agreement and the Agreement.
    3. Use. Client shall use the Service solely in accordance with the terms and conditions set forth in this Agreement.
    4. Environment. Client shall set up, maintain and operate in good repair and in accordance with the Documentation all environmental conditions and components, including all networks, systems and hardware, in or through which: (a) the Service operates; and/or (b) the Client accesses or uses any of the Services.
    5. Access. In connection with the performance of the Services, Client shall provide Instana Personnel with all such cooperation and assistance as they may reasonably request, or otherwise may reasonably be required, to enable Instana to perform its obligations (including the provision of the Services), and exercise its rights, under and in accordance with the terms and conditions of this Agreement, including:
      1. reasonable, uninterrupted access, both physical and virtual, to the the Service and Client’s premises, systems, networks and facilities;
      2. a safe working environment;
      3. reasonable access to the appropriate Client personnel, including network, systems,
        operations and applications personnel; and
      4. all necessary authorizations and consents, whether from third parties or otherwise, in connection with any of the foregoing.
    6. Data Back-up. Client agrees to back up all data, files and information prior to the performance of any Services and hereby assumes sole responsibility for any lost or altered data, files or information.
    7. Technical Contact. Client shall designate and maintain throughout the Term one or more individuals to serve as its primary point of contact for day-to-day communications, consultation and decision-making regarding the Services (each, a “Technical Contact“). The Technical Contact(s) shall be the sole contact(s) between Client and Instana in connection with day-to-day matters relating to the provision of Services and be responsible for reporting Incidents, providing day-to-day consents and approvals on behalf of Client, and communicating with and providing timely and accurate information and feedback to Instana in connection with the Services. Client shall ensure its Technical Contact(s) have the requisite organizational authority, skill, experience and other qualifications to perform these duties. Client shall use commercially reasonable efforts to maintain the same Technical Contact(s) in place throughout the Term and provide at least 10 days’ prior written notice to Instana of any replacement or change in the name or contact information of any Technical Contact.
    8. Information. Client shall provide Instana with all information reasonably requested by Instana from time to time relating to Client’s use of the Service, Services or Deliverables, including information on Client’s hardware, network, systems and any related Third-Party Materials.
    9. Current Release. Except as otherwise specified in this Agreement, Client must run only the current release level of the Service that Instana has made available to its Clients. Client shall install all Maintenance Releases as soon as reasonably possible from the date they are made available by Instana.