Terms of Service

Acceptance of Terms

These terms are between you and Nivaro Technology Ltd (company number 17196776), trading as Runframe, registered in England and Wales.

Nivaro Technology Ltd, trading as Runframe, provides Runframe (the "Service").

By accessing or using Runframe (the "Service"), you agree to be bound by these Terms of Service ("Terms"). If you are using the Service on behalf of an organization, you represent that you have the authority to bind that organization to these Terms, and references to "you" include both you personally and that organization.

If you do not agree to these Terms, do not use the Service. Your continued use after any changes to these Terms constitutes acceptance of those changes.

Description of Service

Runframe is an incident management and on-call scheduling platform for engineering teams. The Service includes:

• Incident creation, tracking, and resolution workflows
• On-call scheduling and rotation management
• Escalation policies and automated routing
• Integrations with third-party services such as Slack, Google Meet, Zoom, and Jira where enabled
• Voice escalation and notification workflows where enabled
• Meeting capture, transcription, and transcript-related workflows where enabled
• Optional AI-assisted incident summaries, incident briefs, postmortem drafts, related incident documents, and incident response assistance where enabled
• Analytics and reporting on incident response metrics
• Postmortem tooling
• Public-facing status pages hosted on Runframe subdomains

We reserve the right to modify, suspend, or discontinue any part of the Service at any time. We will provide reasonable notice for material changes.

Account Registration

To use the Service, you must create an account. You agree to provide accurate, complete, and current information during registration and to keep that information up to date.

Sharing accounts or credentials between multiple individuals is not permitted. You are responsible for maintaining the security of your password and for all activity that occurs under your account. Notify us immediately at support@runframe.io if you suspect unauthorized access.

Acceptable Use

You agree not to:

• Use the Service for any unlawful purpose or activity
• Attempt to reverse engineer, decompile, or extract the source code of the Service
• Copy, reproduce, or create derivative works based on the Service, its user interface, workflows, features, documentation, or other materials except as expressly permitted by these Terms
• Access or use the Service to build, train, evaluate, benchmark, or improve a competing product or service without our prior written permission
• Scrape, crawl, harvest, or use automated means to extract data, content, product behavior, or usage patterns from the Service, except through documented APIs for your own account data and in accordance with applicable API limits
• Probe, scan, or test the vulnerability of our systems without authorization
• Transmit malware, spam, or any content that is harmful, fraudulent, or deceptive
• Submit raw payment card numbers, CVV codes, PINs, magnetic stripe data, or equivalent sensitive payment authentication data to the Service
• Resell, sublicense, or otherwise commercially exploit the Service without our written permission
• Make the Service available to third parties, including as part of a managed service, outsourced service, or client offering, without our prior written permission
• White-label, embed, frame, or otherwise make the Service available as part of another product, platform, or service offering without our prior written permission
• Interfere with or disrupt the integrity or performance of the Service
• Create status pages that impersonate another person, company, or organisation, or use third-party trademarks, logos, or names without authorisation
• Publish defamatory, obscene, abusive, or otherwise objectionable content through any part of the Service, including status pages

We reserve the right to suspend or terminate accounts that violate these rules.

Status Pages and User-Generated Content

Runframe allows you to create publicly accessible status pages hosted on Runframe subdomains (e.g., yourcompany.status.runframe.io). These pages display information you provide, including your organisation name, logo, component names, incident descriptions, and maintenance updates. This content is visible to anyone on the internet without authentication.

You are solely responsible for all content displayed on your status pages. You represent and warrant that:

• You have the right to use any names, logos, trademarks, or other intellectual property displayed on your status pages
• Your status page content does not impersonate, misrepresent, or create a false association with any person, company, or organisation
• Your content is not defamatory, obscene, abusive, threatening, or otherwise objectionable
• Your content does not infringe upon the intellectual property rights, privacy rights, or any other rights of any third party
• Your content complies with all applicable laws and regulations

Runframe does not pre-screen or approve status page content. We are not responsible for any content you or your organisation publish through the Service. However, we reserve the right to remove or disable any status page, without prior notice, if we reasonably believe it violates these Terms, infringes on third-party rights, or is otherwise harmful or inappropriate.

You agree to indemnify and hold Nivaro Technology Ltd, trading as Runframe, harmless from any claims, damages, losses, or expenses (including legal fees) arising from content you publish on your status pages, including but not limited to claims of trademark infringement, defamation, or misrepresentation.

If you believe a status page hosted on Runframe infringes your rights or impersonates your organisation, please contact us at support@runframe.io and we will investigate promptly.

Payment Terms

Runframe may offer free plans, promotional trials, or temporary access to paid features at our discretion. Continued use of certain features may require an active subscription or paid plan.

Current pricing, billing terms, and plan details are available on our pricing page or during checkout. All fees are billed in the currency presented at the time of purchase and are non-refundable except as required by law or as explicitly stated in these Terms.

We may change pricing, plan structures, or feature availability from time to time. We may provide notice for material changes affecting existing paid subscriptions where reasonably practicable.

If a payment fails, we may attempt to contact you and may suspend access to paid features until payment is resolved.

Intellectual Property

Nivaro Technology Ltd, trading as Runframe, and its licensors own all right, title, and interest in the Service, including all software, designs, trademarks, and documentation. These Terms do not grant you any ownership rights in the Service.

You retain full ownership of all data, content, and information you submit to the Service ("Your Data"). You grant Nivaro Technology Ltd, trading as Runframe, a limited license to store and process Your Data as described in the "Your Data" section of these Terms.

Your Data

You own Your Data. We process it only to provide, secure, support, maintain, and improve the Service, and we do not sell it to third parties. For customer workspace content and Customer Personal Data, improvement processing is limited to operational, diagnostic, security, reliability, support, and aggregated or de-identified usage analysis purposes, and does not include training Runframe-owned models or using customer workspace content to build unrelated services.

We do not use Your Data to train Runframe-owned machine learning models. We do not opt in to provider model training or model-improvement programmes for Your Data and do not authorize Your Data to be used to train shared provider models, unless expressly agreed.

Our Privacy Policy explains how we collect, store, and process personal data in connection with the Service. By creating an account or using the Service, you acknowledge that you have been provided with the Privacy Policy.

Where Runframe processes Customer Personal Data as a processor on behalf of a customer, Runframe's Data Protection Agreement forms part of the Agreement and applies to that processing.

You are responsible for the accuracy and legality of Your Data and for obtaining any necessary consents from your team members whose data is processed through the Service.

Confidentiality

We will treat non-public customer information submitted to or accessed through Runframe as confidential. This includes incident data, postmortems, integration data, operational information, communications, meeting transcripts, call notes, non-public status page configuration or draft status updates, and related customer materials.

We will use this information only to provide, secure, support, maintain, and improve Runframe as permitted by these Terms, comply with law, and enforce these Terms. We will protect it using reasonable care. We may share it with our personnel, contractors, service providers, subprocessors, and professional advisers where they need access for those purposes and are subject to appropriate confidentiality obligations.

This does not restrict information that is already public, independently developed, lawfully received from a third party, or required to be disclosed by law.

AI, Meeting Capture, and Transcription

Where AI-assisted features are enabled, outputs may be incomplete, inaccurate, or unsuitable for a particular purpose. You are responsible for reviewing AI-generated outputs before relying on them, publishing them, or using them in operational workflows.

Where meeting capture, recording, transcription, or transcript-related features are enabled, you are responsible for providing any required notices, obtaining any required consents, and ensuring that your use of those features complies with applicable laws and internal policies.

Service Availability

We aim to keep Runframe available and reliable. However, we do not guarantee 100% uptime. The Service may be temporarily unavailable due to scheduled maintenance, infrastructure issues, or circumstances outside our control.

We will make reasonable efforts to provide advance notice of planned maintenance windows and to schedule them during off-peak hours.

Limitation of Liability

The Service is provided "as is" and "as available" without warranties of any kind, either express or implied, including but not limited to warranties of merchantability, fitness for a particular purpose, or non-infringement.

To the maximum extent permitted by applicable law, Nivaro Technology Ltd, trading as Runframe, and its affiliates, officers, employees, and licensors will not be liable for any indirect, incidental, special, consequential, or punitive damages arising out of or related to your use of the Service. In no event will our total liability to you exceed the amount you paid us in the 12 months preceding the claim.

Nothing in these Terms excludes or limits liability that cannot be excluded or limited under applicable law, including liability for fraud or fraudulent misrepresentation, or death or personal injury caused by negligence.

Some jurisdictions do not allow the exclusion of certain warranties or limitations of liability, so the above may not apply to you in full.

Termination

You may cancel your account at any time from your account settings. Cancellation takes effect at the end of your current billing cycle for paid plans.

We may suspend or terminate your account if you violate these Terms, if your account is at risk of causing harm to others, or if required by law. We will provide notice where reasonably practicable.

Some workspace data, including incident history, logs, transcripts, postmortems, analytics, and related records, may be retained or made available according to the retention period included in your plan or any applicable custom agreement.

Following termination or a termination deletion trigger, available workspace data may remain available for export for up to 30 days where export features are reasonably available. If you delete an individual user account or submit a verified individual deletion request, Runframe's current policy is to delete or irreversibly anonymise personal data associated with that individual account from active systems within 30 days, except where retention is required for legal, billing, security, fraud prevention, or compliance purposes. Organization or workspace data is deleted or irreversibly anonymised within 30 days after organization or workspace deletion, a termination deletion trigger, or a verified customer deletion request, except where retention is required for legal, billing, security, fraud prevention, or compliance purposes. Backup and log data may age out according to normal backup, security, and retention cycles. We recommend exporting your data before cancelling.

Changes to Terms

We may update these Terms from time to time. When we make material changes, we will notify you via email at least 14 days before the changes take effect. The updated Terms will be posted at runframe.io/terms with the revised effective date.

Continued use of the Service after the effective date of any changes constitutes your acceptance of the new Terms. If you do not agree to the updated Terms, you must stop using the Service before they take effect.

Governing Law

These Terms are governed by and construed in accordance with the laws of England and Wales, without regard to its conflict of law principles. Any disputes arising under these Terms will be subject to the exclusive jurisdiction of the courts of England and Wales.

Contact

If you have questions about these Terms, contact:

Nivaro Technology Ltd, trading as Runframe.
For general questions, contact support@runframe.io.
For privacy or data protection questions, contact privacy@runframe.io.
For security issues, contact security@runframe.io.