Everything you agree to, in one place
What you agree to, what we do with the data you connect, and how either side ends it.
1 · Terms of use
These terms apply when you create a Trace account or connect a data source to one. If you are agreeing on behalf of a company, you are confirming that you can bind that company to them.
You are responsible for the accounts under your workspace and for what those accounts connect. Keep credentials to yourself, and tell us if you think one has been used by someone else.
There are three things we ask you not to do with the product: attempt to reach data belonging to another workspace, resell access without a written agreement, or use it to process data you have no right to process.
2 · Your data stays yours
The events, metrics and tables you connect belong to you. We process them to give you the product — funnels, anomaly bands, explanations — and for nothing else. We do not sell them, and we do not use one customer's data to build features shown to another.
- On the Scale plan, queries run inside your GlacierDW or ColumnCloud and no rows are exported.
- On Starter and Pro, events are stored encrypted in the region you select.
- You can export everything you have connected at any time, including after you cancel.
- Delete a source and the data derived from it is removed within 30 days.
3 · Privacy
We collect two kinds of information: what you give us to run an account — name, work email, billing details — and how the product itself is used, so we know which parts are worth improving.
We use a short list of subprocessors for hosting, payment and email delivery. The current list is available on request, and we will tell you before adding one that handles customer data.
You can ask us for a copy of your personal data, ask us to correct it, or ask us to delete it. Write to our team and we will answer within 30 days.
4 · Security
Data is encrypted in transit and at rest. Access to production is limited to the engineers who need it, logged, and reviewed. Workspace permissions are role-based, so you decide who inside your team can see what.
If an incident affects your data, we will tell you what happened, what we know, and what we are doing about it — without waiting until the investigation is tidy.
5 · Cookies
This site uses cookies to keep you signed in and to count visits. Analytics cookies are optional and off until you accept them. Blocking them does not change how the product behaves.
6 · Plans and billing
Plans are billed monthly or annually in advance. Upgrades apply immediately and are prorated; downgrades take effect at the end of the current cycle. Prices for an active subscription do not change mid-term.
If a payment fails we will retry and email you before anything is suspended. Current pricing is on the pricing page.
7 · Ending the agreement
You can cancel at any time from your workspace settings — there is no notice period and no exit fee. Access continues until the end of the period you have paid for.
We may suspend an account that is being used to break these terms, or that puts other customers at risk. Where we can, we will contact you first.
8 · Changes and contact
When these terms change in a way that affects you, we will email the workspace owner at least 30 days before the change takes effect, and the date at the top of this page will move.
Questions about anything here can go to our team. A real person answers.
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