Policies, Terms & Conditions.

Find all policies, terms and conditions and other legal information below.

Terms and Conditions

Last updated: April 18, 2023

Please read these terms and conditions carefully before using Our Service.

Interpretation and Definitions

Interpretation

The words of which the initial letter is capitalized have meanings defined under the following conditions. The following definitions shall have the same meaning regardless of whether they appear in singular or in plural.

Definitions

For the purposes of these Terms and Conditions:

Affiliate means an entity that controls, is controlled by or is under common control with a party, where "control" means ownership of 50% or more of the shares, equity interest or other securities entitled to vote for election of directors or other managing authority.
Account means a unique account created for You to access our Service or parts of our Service.
Country refers to: California, United States
Company (referred to as either "the Company", "We", "Us" or "Our" in this Agreement) refers to Scalr, Inc, 1990 N California BlvdSuite 20 PMB #1152 Walnut Creek, CA 94596.
Device means any device that can access the Service such as a computer, a cellphone or a digital tablet.
Feedback means feedback, innovations or suggestions sent by You regarding the attributes, performance or features of our Service.
Service refers to the Website.
Subscriptions refer to the services or access to the Service offered on a subscription basis by the Company to You.
Terms and Conditions (also referred as "Terms") mean these Terms and Conditions that form the entire agreement between You and the Company regarding the use of the Service.
Third-party Social Media Service means any services or content (including data, information, products or services) provided by a third-party that may be displayed, included or made available by the Service.
Website refers to Scalr, accessible from https://scalr.io
You means the individual accessing or using the Service, or the company, or other legal entity on behalf of which such individual is accessing or using the Service, as applicable.

Sanctioned Nations and Territories

Effective March 4, 2022, Scalr products and services are prohibited to be used, with no exception, by Russia and Belarus incorporated entities, limited partnerships, and individual businesses. This complete ban comes in addition to OFAC-imposed sanctions. Such entities, partnerships, and individuals found to circumvent the prohibition through VPNs and other technical measures, as well as misrepresentations, will also be banned with no warning. If you feel such a ban has been made by error, an appeals process has been set up at appeals@scalr.com. Finally, organizations that employ personnel in Russia that make use of Scalr products and services may also be banned after a warning has been issued.

Acknowledgment

These are the Terms and Conditions governing the use of this Service and the agreement that operates between You and the Company. These Terms and Conditions set out the rights and obligations of all users regarding the use of the Service.

Your access to and use of the Service is conditioned on Your acceptance of and compliance with these Terms and Conditions. These Terms and Conditions apply to all visitors, users and others who access or use the Service.

By accessing or using the Service You agree to be bound by these Terms and Conditions. If You disagree with any part of these Terms and Conditions then You may not access the Service.

You represent that you are over the age of 18. The Company does not permit those under 18 to use the Service.

Your access to and use of the Service is also conditioned on Your acceptance of and compliance with the Privacy Policy of the Company. Our Privacy Policy describes Our policies and procedures on the collection, use and disclosure of Your personal information when You use the Application or the Website and tells You about Your privacy rights and how the law protects You. Please read Our Privacy Policy carefully before using Our Service.

Subscriptions

Subscription period

The Service or some parts of the Service are available only with a paid Subscription. You will be billed in advance on a recurring and periodic basis (such as daily, weekly, monthly or annually), depending on the type of Subscription plan you select when purchasing the Subscription.

At the end of each period, Your Subscription will automatically renew under the exact same conditions unless You cancel it or the Company cancels it.

Subscription cancellations

You may cancel Your Subscription renewal either through Your Account settings page or by contacting the Company. You will not receive a refund for the fees You already paid for Your current Subscription period and You will be able to access the Service until the end of Your current Subscription period.

Billing

You shall provide the Company with accurate and complete billing information including full name, address, state, zip code, telephone number, and a valid payment method information.

Should automatic billing fail to occur for any reason, the Company will issue an electronic invoice indicating that you must proceed manually, within a certain deadline date, with the full payment corresponding to the billing period as indicated on the invoice.

The Company, does not accept personal or business checks as a form of payment. Any checks submitted will incur a $250 processing fee, in addition to the outstanding balance. Please use one of our accepted payment methods to avoid additional charges.

Fee Changes

The Company, in its sole discretion and at any time, may modify the Subscription fees. Any Subscription fee change will become effective at the end of the then-current Subscription period.

The Company will provide You with reasonable prior notice of any change in Subscription fees to give You an opportunity to terminate Your Subscription before such change becomes effective.

Your continued use of the Service after the Subscription fee change comes into effect constitutes Your agreement to pay the modified Subscription fee amount.

Refunds

Except when required by law, paid Subscription fees are non-refundable.

Certain refund requests for Subscriptions may be considered by the Company on a case-by-case basis and granted at the sole discretion of the Company.

User Accounts

When You create an account with Us, You must provide Us information that is accurate, complete, and current at all times. Failure to do so constitutes a breach of the Terms, which may result in immediate termination of Your account on Our Service.

You are responsible for safeguarding the password that You use to access the Service and for any activities or actions under Your password, whether Your password is with Our Service or a Third-Party Social Media Service.

You agree not to disclose Your password to any third party. You must notify Us immediately upon becoming aware of any breach of security or unauthorized use of Your account.

You may not use as a username the name of another person or entity or that is not lawfully available for use, a name or trademark that is subject to any rights of another person or entity other than You without appropriate authorization, or a name that is otherwise offensive, vulgar or obscene.

Intellectual Property

The Service and its original content (excluding Content provided by You or other users), features and functionality are and will remain the exclusive property of the Company and its licensors.

The Service is protected by copyright, trademark, and other laws of both the Country and foreign countries.

Our trademarks and trade dress may not be used in connection with any product or service without the prior written consent of the Company.

Your Feedback to Us

You assign all rights, title and interest in any Feedback You provide the Company. If for any reason such assignment is ineffective, You agree to grant the Company a non-exclusive, perpetual, irrevocable, royalty free, worldwide right and license to use, reproduce, disclose, sub-license, distribute, modify and exploit such Feedback without restriction.

Links to Other Websites

Our Service may contain links to third-party web sites or services that are not owned or controlled by the Company.

The Company has no control over, and assumes no responsibility for, the content, privacy policies, or practices of any third party web sites or services. You further acknowledge and agree that the Company shall not be responsible or liable, directly or indirectly, for any damage or loss caused or alleged to be caused by or in connection with the use of or reliance on any such content, goods or services available on or through any such web sites or services.

We strongly advise You to read the terms and conditions and privacy policies of any third-party web sites or services that You visit.

Termination

We may terminate or suspend Your Account immediately if You breach or fail to perform or observe any material term or condition of this Agreement and such default has not been cured within fifteen (15) days after written notice of such default.

Scalr may discontinue or suspend Your access to the SaaS immediately if You have (or Scalr reasonably suspects that You have) accessed the SaaS to (i) send, store, or serve as the infrastructure to facilitate infringing, obscene, threatening, or otherwise unlawful, unethical and/or potentially harmful material, including without limitation incitements to violence, defamatory material, public disinformation campaigns, and/or material violative of third-party privacy rights; (ii) in violation of applicable laws; (iii) to send or store material containing software viruses, worms, Trojan horses or other harmful computer code, files, scripts, or agents; (iv) in a manner that interferes with or disrupts the integrity or performance of the SaaS (or the data contained therein); (v) to gain unauthorized access to the SaaS (including unauthorized features and functionality) or its related systems or networks; (vi) Circumvent defined limits on an account in an unauthorized manner; (vii) Abuse referrals, promotions or credits to get more features than paid for; or (viii) Access, search, or create accounts for the SaaS by any means other than Scalr’s publicly supported interfaces (for example, “scraping” or creating accounts in bulk).

Upon termination, Your right to use the Service will cease immediately. If You wish to terminate Your Account, You may simply discontinue using the Service.

Limitation of Liability

Notwithstanding any damages that You might incur, the entire liability of the Company and any of its suppliers under any provision of this Terms and Your exclusive remedy for all of the foregoing shall be limited to the amount actually paid by You through the Service or 100 USD if You haven't purchased anything through the Service.

To the maximum extent permitted by applicable law, in no event shall the Company or its suppliers be liable for any special, incidental, indirect, or consequential damages whatsoever (including, but not limited to, damages for loss of profits, loss of data or other information, for business interruption, for personal injury, loss of privacy arising out of or in any way related to the use of or inability to use the Service, third-party software and/or third-party hardware used with the Service, or otherwise in connection with any provision of this Terms), even if the Company or any supplier has been advised of the possibility of such damages and even if the remedy fails of its essential purpose.

Some states do not allow the exclusion of implied warranties or limitation of liability for incidental or consequential damages, which means that some of the above limitations may not apply. In these states, each party's liability will be limited to the greatest extent permitted by law.

"AS IS" and "AS AVAILABLE" Disclaimer

The Service is provided to You "AS IS" and "AS AVAILABLE" and with all faults and defects without warranty of any kind. To the maximum extent permitted under applicable law, the Company, on its own behalf and on behalf of its Affiliates and its and their respective licensors and service providers, expressly disclaims all warranties, whether express, implied, statutory or otherwise, with respect to the Service, including all implied warranties of merchantability, fitness for a particular purpose, title and non-infringement, and warranties that may arise out of course of dealing, course of performance, usage or trade practice. Without limitation to the foregoing, the Company provides no warranty or undertaking, and makes no representation of any kind that the Service will meet Your requirements, achieve any intended results, be compatible or work with any other software, applications, systems or services, operate without interruption, meet any performance or reliability standards or be error free or that any errors or defects can or will be corrected.

Without limiting the foregoing, neither the Company nor any of the company's provider makes any representation or warranty of any kind, express or implied: (i) as to the operation or availability of the Service, or the information, content, and materials or products included thereon; (ii) that the Service will be uninterrupted or error-free; (iii) as to the accuracy, reliability, or currency of any information or content provided through the Service; or (iv) that the Service, its servers, the content, or e-mails sent from or on behalf of the Company are free of viruses, scripts, trojan horses, worms, malware, timebombs or other harmful components.

Some jurisdictions do not allow the exclusion of certain types of warranties or limitations on applicable statutory rights of a consumer, so some or all of the above exclusions and limitations may not apply to You. But in such a case the exclusions and limitations set forth in this section shall be applied to the greatest extent enforceable under applicable law.

Governing Law

The laws of the Country, excluding its conflicts of law rules, shall govern this Terms and Your use of the Service. Your use of the Application may also be subject to other local, state, national, or international laws.

Disputes Resolution

If You have any concern or dispute about the Service, You agree to first try to resolve the dispute informally by contacting the Company.

For European Union (EU) Users

If You are a European Union consumer, you will benefit from any mandatory provisions of the law of the country in which you are resident in.

United States Federal Government End Use Provisions

If You are a U.S. federal government end user, our Service is a "Commercial Item" as that term is defined at 48 C.F.R. §2.101.

United States Legal Compliance

You represent and warrant that (i) You are not located in a country that is subject to the United States government embargo, or that has been designated by the United States government as a "terrorist supporting" country, and (ii) You are not listed on any United States government list of prohibited or restricted parties.

Severability and Waiver

Severability

If any provision of these Terms is held to be unenforceable or invalid, such provision will be changed and interpreted to accomplish the objectives of such provision to the greatest extent possible under applicable law and the remaining provisions will continue in full force and effect.

Waiver

Except as provided herein, the failure to exercise a right or to require performance of an obligation under this Terms shall not effect a party's ability to exercise such right or require such performance at any time thereafter nor shall be the waiver of a breach constitute a waiver of any subsequent breach.

Translation Interpretation

These Terms and Conditions may have been translated if We have made them available to You on our Service. You agree that the original English text shall prevail in the case of a dispute.

Changes to These Terms and Conditions

We reserve the right, at Our sole discretion, to modify or replace these Terms at any time. If a revision is material We will make reasonable efforts to provide at least 30 days' notice prior to any new terms taking effect. What constitutes a material change will be determined at Our sole discretion.

By continuing to access or use Our Service after those revisions become effective, You agree to be bound by the revised terms. If You do not agree to the new terms, in whole or in part, please stop using the website and the Service.

Contact Us

If you have any questions about these Terms and Conditions, You can contact us by visiting this page on our website: https://www.scalr.com/contact

Privacy & Cookie Policy

Last updated: March 4, 2022

THIS POLICY CONTAINS INFORMATION REGARDING OUR USE OF COOKIES, THE PROCESSING OF YOUR PERSONAL DATA AND YOUR PRIVACY RIGHTS.

Please note that this Scalr Privacy Policy applies to personal data that is collected and processed by Scalr LLC (references to Scalr, us, we or our in this Privacy Policy refer to Scalr LLC).

Scalr understands the importance of protecting your information. We recognize that when you choose to provide us with information about yourself, that you are trusting us to use it in a responsible manner. This Privacy Policy applies to any information provided or collected through our website https://www.scalr.com (the Website) and outlines how Scalr as a data controller collects, processes, uses and discloses the information you provide by using the Website.

Scalr, as a data controller, collects and processes personal data relating to interactions with our Website and you can contact us.

We will use your personal data only for the purposes and in the manner set forth below, which describes the steps we take to ensure our processing of your personal data is in compliance with the General Data Protection Regulation (GDPR) and legislation (Data Protection Legislation).

YOUR RIGHT TO OBJECT – PLEASE NOTE THAT YOU HAVE A RIGHT TO OBJECT TO PROCESSING OF YOUR PERSONAL DATA WHERE THAT PROCESSING IS CARRIED OUT FOR OUR LEGITIMATE INTEREST.

Please read the following carefully to understand our use of your personal data.

1. What Type of Personal Data Do We Collect about You?

“Personal data” means any information about an individual from which that person can be identified. We only collect personal data about you on our Website which you volunteer by emailing us, by using our online forms or to send you emails or other information. In addition to the information you provide to us, we collect certain information when you visit our Website as explained in our ‘How Do We Use Cookies’ section below.

When you visit or use our Website in any way, we collect and process different types of information about you:

Identity Data includes first name, last name, and title.
Contact Data includes email address, telephone numbers, and company information.
Technical Data includes internet protocol (IP) address, browser type and version, time zone setting and location, operating system and platform and other technology on the devices you use to access this Website.
Usage Data includes information about how you use our website.
Marketing and Communications Data includes your preferences in receiving marketing from us.

Unless you are purchasing our product, the provision of your personal data is not a statutory or contractual requirement and you may refuse to disclose same. You can choose not to provide this information; however, you might not be able to gain access to our information.

2. Links to Other Websites

Our Website may, from time to time, contain links to third-party websites. If you follow a link to any of those third-party websites, please note that those websites have their own privacy policies and we do not accept any responsibility or liability for those practices. Please check those policies before you submit any personal data to those websites.

3. No Information from Children Under Age 16

This Website is not intended for children and we do not knowingly collect data relating to children. If you are under the age of 16, please do not attempt to register with us at this Website or provide any personal information about yourself to us. If we learn that we have collected personal information from a child under the age of 16, we will promptly delete that information.

4. How Do We Use the Information We Gather?

Purpose(s) for Processing	Legal Basis for Processing
To provide you with information about Scalr and our products and provide newsletters or email updates to you; To notify you about webinars, events, and news that may be of interest to you. To understand the flow of traffic on our website and to provide a better website experience and to understand the needs of our customers.	Your consent – which you can withdraw at any time.
To manage and operate our website – to keep our website updated and relevant, to develop our business and to inform our marketing strategy and monitoring how you use our Website. To provide you with general information on the Website and to provide you with our products and services. To measure your interest in and improve our products, services, and the Website. To provide you with information, products that you request from us. To ensure that content on the Website is presented in the most effective manner for you and for your computer or mobile device. To allow you to participate in interactive features of the Website when you choose to do so. To record and support your participation in the activities you select. To notify you about any changes to the Website, policies, products, and services. To display more meaningful and relevant advertisements to you on the Website.	The processing is necessary to support our legitimate business interests in managing our business provided such interests are not overridden by your interests and rights. We have carried out a balancing test to ensure that your interests do not override this legitimate business interest of ours. For more information on this balancing test carried out by Scalr please contact us. Please note that you have a right to object to the processing of your personal data where that processing is carried on for our legitimate interest. You have the right to object at any time.
For the prevention and detection of fraud, money laundering or other crimes or for the purpose of responding to a binding request from a public authority or court.	The processing is necessary to comply with legal and regulatory obligations.

In addition to the purpose for which you submitted your personal data, you may also be given the option (through a check box or otherwise) to have your personal data used for an activity different from the primary activity that you are requesting.‍

5. Do We Share Your Personal Information with Third Parties, such as Affiliates, Service Providers or Consultants?

We may disclose your personal data to any member of our group from time to time to provide you with the services or products requested.

We may disclose your personal data to third parties who provide a service to us, including:

Providers of online marketing efforts

Providers of cloud-based CRM software;
Providers of cloud-based marketing software in relation to prospective customer information management;
Providers who collect information on our behalf, including as necessary to operate features of the Website, such as surveys.

If we are under a duty to disclose or share your personal data in order to comply with any legal obligation or court order, or in order to enforce, establish, exercise or defend legal rights, the rights, property, or safety of you, us, our group, or employees;

To detect, prevent, or otherwise address fraud, security, or technical issues; and
To protect against harm to the rights, property or safety of Scalr, our employees, our users, customers, or the public as required or permitted by law.‍

6. Is Your User Data Secure?

We are committed to protecting the security of your personal data. We use a variety of security technologies and procedures to help protect your personal data from unauthorized access and use. As effective as modern security practices are, no physical or electronic security system is entirely secure. We cannot guarantee the complete security of our database, nor can we guarantee that information you supply will not be intercepted while being transmitted to us over the Internet. We have implemented strict internal guidelines to ensure that your privacy is safeguarded at every level of our organization. We will continue to revise policies and implement additional security features as new technologies become available. Although we will do our best to protect your personal data, we cannot guarantee the security of your personal data transmitted to our Website. Any transmission of personal data is at your own risk. Once we receive your personal data, we use appropriate security measures to seek to prevent unauthorized access or disclosure.‍

7. How Long Do We Store Your Data?

We store your personal data during the time that you are a customer or end user of Scalr for purposes of providing you the services, and for up to seven years after you cease to be a customer or end-user. If you have never been a customer or registered end-user of Scalr but have consented to receive marketing inquiries or other information from Scalr, we may store your data for up to seven years. We reserve the right to store or delete your personal data earlier or later than set forth herein if required to do so by an applicable law or regulation, including the GDPR and for the exercise or defense of legal claims.

8. Where We Store Your Personal Data

The personal data that we collect from you may be transferred to, and stored at, a destination outside the European Economic Area (EEA), for the purposes described above, including to countries such as the United States of America, which may not provide an adequate level of protection in relation to processing your data. We will take all steps reasonably necessary to ensure that your personal data is treated securely and in accordance with this Privacy and Cookies Policy and the Data Protection Legislation.‍

9. Your Rights

Scalr is committed to ensuring that you have control and visibility to your personal data. Below is a summary of your rights and additional commitments from Scalr. You may exercise your rights by contacting us.

It is your responsibility to ensure that any information you have provided to us is accurate and up-to-date. If any of the information that you have provided to us changes, please contact us.

Right of Access
You can request a copy of the personal data we hold about you.

Right to Erasure (‘Right to be Forgotten’)
You have the right to request that your personal data be deleted in certain circumstances including:

The personal data are no longer needed for the purpose for which they were collected;

You withdraw your consent (where the processing was based on consent);
You object to the processing and there are no overriding legitimate grounds justifying us processing the personal data (see Right to Object below);
The personal data have been unlawfully processed; or
To comply with a legal obligation.

However, this right does not apply where, for example, the processing is necessary:

To comply with a legal obligation; or
For the establishment, exercise or defense of legal claims.

Right to Restriction of Processing
You can ask that we restrict your personal data (i.e., keep but not use) where:

The accuracy of the personal data is contested;
The processing is unlawful but you do not want it erased;
We no longer need the personal data but you require it for the establishment, exercise or defense of legal claims; or
You have objected to the processing and verification as to our overriding legitimate grounds is pending.

We can continue to use your personal data:

Where we have your consent to do so;
For the establishment, exercise or defense of legal claims;
To protect the rights of another; or
For reasons of important public interest.

Right to Data Portability
Where you have provided personal data to us, you have a right to receive such personal data back in a structured, commonly-used and machine-readable format, and to have those data transmitted to a third-party data controller without hindrance but in each case only where:

The processing is carried out by automated means; and
The processing is based on your consent or on the performance of a contract with you.

Right to Object
You have a right to object to the processing of your personal data in those cases where we are processing your personal data in reliance on our legitimate interests. In such a case we will stop processing your personal data unless we can demonstrate compelling legitimate interests which override your interests and you have a right to request information on the balancing test we have carried out. You also have the right to object where we are processing your personal data for direct marketing purposes.

If you do not want to receive newsletters, announcements, or other communications and/or services from the Scalr, please do not opt-in for those communications or services at the time of registration. If you have opted-in and, later, wish to opt-out, please contact us.

Along with every email communication sent to you, we provide you the opportunity to discontinue receiving future communications (i.e., unsubscribe). Simply follow the unsubscribe process or directions provided at the bottom of the email.

Right to Complain
You have the right to lodge a complaint with the Data Protection Authority, in the State of your residence, place of work or place of an alleged infringement, if you are unhappy with how we are processing your personal data.

We will respond to your request in writing, or orally if requested, as soon as practicable and in any event not more than one month after receipt of your request. That period may be extended by two further months where necessary, considering the complexity and number of requests. We will inform you of any such extension within one month of receipt of your request. We may request proof of identification to verify your request. All requests should go through our contact page.

10. How Do We Use Cookies?

Cookies are small data files that are stored in your web browser on your computer, tablet or smartphone (each a “Device”) when you visit a website. Cookies serve many purposes like letting you navigate between pages efficiently, remembering your preferences, interests or log in details, and generally improving your experience.

Most web browsers automatically accept cookies, but if you do not want to allow cookies or only allow the use of certain types of cookies, please refer to your browser settings which should allow you to accept or deny cookies (please read section “Managing and Disabling Cookies” below for more details about how to do this). You can also use the browser settings to withdraw your consent to the use of cookies at any time or delete cookies that have already been set on your Device. Keep in mind that by disabling certain categories of cookies, you may be prevented from accessing some features of our websites. You should be able to find more in-depth information about opting out of cookies on your browser settings menu.

Scalr uses cookies to gather information on website usage. This information is gathered to improve the content, usability, and functionality of the website. This helps us better understand our customers and improve their experience with us. The following table provides additional information about cookies we use on our Website:

Categories of Use	Description
First Party	Cookies can tell us which language you prefer and what your communication preferences are. They can help you fill out forms on Scalr.com more easily. These are set by us when you visit our website. The information is only visible to our domain and analyzed by our in-house team.
Advertising	We use cookies to show you advertising both on and off the scalr.com. We use advertising networks to show you targeted ad relevant to your visit to Scalr.com and track your interaction with said ads. These networks may also be able to track your browsing across different sites.
Analytics and Research	These cookies help us learn how well our Website performs in different locations, on different devices, and at different times of the day. Along with what pages you are going to on our Website and how long you stay there.

Website Cookies
Further Details on our specific use of cookies are contained in the following table:

Type	Purpose	Who Provides the Cookie?	Settings and Opt-out
Optional	Advertising	Google Adwords	https://adssettings.google.com/authenticated
Optional	Advertising	Terminus	https://terminus.com/privacy-policy/
Optional	Advertising and Social Media	Twitter	https://twitter.com/personalization
Optional	Advertising and Social Media	LinkedIn	https://www.linkedin.com/psettings/advertising/actions-that-showed-interest
Optional	Advertising and Social Media	Facebook	https://www.facebook.com/ads/preferences/?entry_product=ad_settings_screen
Required	Analytics	Autopilot	https://autopilothq.com/securitypolicy.html
Required	Analytics	Google Analytics	https://support.google.com/analytics/answer/6004245?hl=en-GB

Managing and Disabling Cookies

You can control the cookies placed and retained on your Device. The Privacy and Cookies Policy are provided to be transparent about our practices regarding the use of cookies and to allow you the opportunity to make an informed choice.

Where applicable, we will obtain your prior informed consent to use cookies and other tracking technologies which store or access information on your Device. Most browsers accept cookies automatically, but they can be set up to ask for your prior consent before an individual cookie is set on your Device. This will give you control over your cookies, however, it may interfere with your browsing experience as some websites may not function properly and you may not be able to take advantage of all the features offered by our website.

For instructions on blocking and deleting cookies, see the privacy and help documentation of your specific browser’s website. If you use more Devices and/or browsers you will need to disable cookies on each Device and on each browser separately. Here are the locations of the cookie settings for all major web browsers:

Internet Explorer – Tools > Internet Options > Privacy tab.
Mozilla Firefox – Tools > Options > Privacy menu.
Safari Users – Edit > Preferences > Privacy menu.
Chrome Users – Settings > Content Settings > Privacy > Cookies.

If you limit the ability of our websites to set cookies, this may prevent you from using certain features of our Website properly and your user experience – which will no longer be personalized for you – may deteriorate. You may also be able to opt-out from certain cookies through third-party cookie management sites. Disabling cookies may prevent you from using certain parts of our Website. If you delete your cookies from the browser, you may need to remember to re-install opt-out cookies.

11. Do We Use Your Information for Advertising Purposes?

We may place cookies on partner websites to advertise our brands and/or services. These cookies are mainly used to display content tailored to your interests and to evaluate our content (including advertising). Our cookies are also used by third party sites to provide advertising that is relevant. This relevance is based on a profile-built form your previous visits to our Website, including the pages you have visited.

We belong to ad networks that may use your browsing history across participating websites to show you interest-based advertisements on those websites. For example, cookies can be used in the selection of the advertisements that appear on a Google search results page, or at a website in the Google Display Network (that is, ad content might be based on which pages you viewed during past visits to the Scalr website). You can set preferences for how Google advertises to you on their Ads Settings page. You can opt out of interest-based advertising by changing cookie settings in your browser or by using a browser plugin. We do not control cookies used by these advertising networks.

12. Changes to Our Privacy and Cookies Policy

We reserve the right to change this Privacy and Cookies Policy from time to time at our sole discretion. If we make any changes, we will post those changes here and update the “Last revised” date at the top of this Privacy and Cookies Policy. Where you have previously consented to our use of your personal data, your continued use of the website after we make changes are deemed to be acceptance of those changes, so please check this Privacy and Cookies Policy periodically for updates. If we consider the changes are significant, we will provide a more prominent notice (including, for certain services, email notification of privacy and cookies policy changes). We will also keep prior versions of this Privacy and Cookies Policy in an archive for your review.

13. Contact Us

If you have any questions, comments, requests, and complaints regarding this Privacy and Cookies Policy and the information we hold, please contact us.

SaaS Support Policy

Scope of support

‍

Technical support services for the Scalr TACO software, scalr.io, and on-prem deployments of Scalr.

Support levels

Scalr provides the following levels of support for the Scalr TACO offering.

	Free Tier	Business
Support Response	Best efforts (1)	Priority based - 24x7
Ticket based support	✅	✅
Real time support (video conf) (2)	❌	✅
Scalr community Slack channel	❌	✅
Priority 0 Response Time	❌	2 hours
Priority 1 Response Time	❌	4 hours
Priority 2 Response Time	❌	12 hours
Priority 3 Response Time	❌	1 business day
Priority 4 Response Time	Best effort	2 business days

(1) Best efforts support - Scalr support will endeavour to respond within the same business day but cannot guarantee this.
(2) Real time support for priority 0-3 issues only, if required by Scalr Support.

Priority Definitions and Response times

Response times are the maximum. In general Scalr will respond to tickets in priority order as they are logged. Tickets priorities must be set correctly and Scalr reserves the right to alter ticket priorities, up and down, if they do not match the actual impact and urgency of the issues.

Priority	Description
0 (Blocker)	Production use of the Software is stopped or so severely impacted that it cannot continue to operate, and the operation is mission critical to the business.
1 (Critical)	Experiencing a significant disruption in business critical usage of the Software. Important features are unavailable with no acceptable workaround; however, operations can continue in a restricted fashion.
2 (Major)	A major fault with the software causing non-production usage to be severely impacted. Workarounds may exist but are time consuming/costly.
3 (Minor)	A minor fault with the software / service. The impact is an inconvenience, which may require a workaround to restore functionality.
4 (Trivial)	Requesting information, a product enhancement, or other clarification regarding the Software.

Support Process

All support requests must be created by opening a support ticket via Scalr’s web-based support portal via the following URLs: scalr.io (SaaS system) & On-prem Scalr‍
Responses will be through the support portal and customers will receive email notifications. These emails can be replied to in order to add additional comments to the support ticket.
Real time collaboration via video conferencing will be requested by Scalr to progress priority 0-3 issues only if required. Scalr will use the Zoom system but can use customers' own video conferencing system if required.

Upgrades and Maintenance

There will be regular updates to the Scalr software to implement new features, enhancements and bug fixes. These schedule for these maintenance updates is as follows.

NOTE: Maintenance of Scalr does not affect the infrastructure that is already deployed with Terraform through Scalr. Maintenance only affects the ability to perform new runs through Scalr.

Maintenance Schedule

Every Tuesday and Thursday

UK : 08:00
US ET : 03:00
US PT : 00:00

Maintenance Impact

Customers should assume that Scalr will perform maintenance on every occasion in the schedule. Maintenance typically lasts no more than 30 minutes during which customers experience the following.

System may show as unavailable for brief periods of time
UI and API maybe slow or unresponsive
Unexpected error messages may appear
Terraform runs may be delayed/queued
You may be logged out and have to log back in again

Maintenance Notifications

Scalr will post messages in the #announcements channel at scalr-community.slack.com at the start and end of each maintenance.

Exclusions

No support for:

third-party software used in conjunction with the Software,
altered, customized or modified software or any portion of the Software incorporated with or into other software,
Terraform™
Open Policy Agent

In respect of Terraform and Open Policy Agent, Scalr support will use best endeavors to provide advice and guidance on using this software with Scalr, including examples, best practices etc. However bugs/issues with Terraform and Open Policy Agent should be raised in the relevant support channels/communities.

Upgrade Support Policy (on-prem customers)

Regular Updates. Scalr encourages all customers to regularly update their deployments to the latest version of the Software.

Scalr will patch and upgrade support to older versions as follows:

Versions released within the previous 12 months. The current version of Scalr, and any version released in the previous 12 months (however, maintenance releases and fixes will only be available in the latest release of Scalr, therefore, Customers may be required to update to the latest version in order to obtain a maintenance release or fix).
Versions released more than 12 Months. Scalr will provide consultative support (e.g. answer questions, provide known solutions, etc.); however, Scalr is unable to provide any fixes, maintenance releases, product updates, etc. Scalr is unable to provide any kind of support or consultancy to migrate Scalr to new hardware (physical or virtual) for versions more than 12 months old.

Scalr Self-Hosted Support Policy & Services

Support Services Policy

As referenced in the agreement under which you obtain and are granted the right to use the Scalr Software and (if applicable) the Order Form under which you ordered Support Services, this Support Services Policy document is the primary document used to communicate Scalr’s support policies. This Support Services Policy includes Scalr’s support terms and conditions as well as provides a description of Scalr’s technical support levels.

Scope of support

Support services include technical support services, bug fixes, maintenance releases, product updates and upgrades that Scalr provides to all other customers under support for no additional fee.

Support Process

When requesting technical support, Customers are asked to open a support ticket via Scalr’s web-based support portal.

Technical Contacts

Technical contacts are the liaisons between Customer and Scalr for the technical support for the Scalr software. Technical contacts should have, at a minimum, Scalr’s introductory product training, to ensure that they are knowledgeable about the Scalr Software, and its operating environment in order to help resolve product issues and to assist Scalr in analyzing and support problems.

Customer is expected to establish and maintain the organization and process to provide support directly to its internal end-users in their use of the Software.

Upgrade Support Policy

In order to realize the full benefit of the Software, Scalr encourages all customers to regularly update their deployments to the latest version of the Software. Scalr will provide comprehensive support services for the current major release version of Scalr, and the preceding major release version for up to 12 months following the date of the most current major release version.

Priority Definitions

Priority	Description
0 (Blocker)	Production use of the Software is stopped or so severely impacted that it cannot continue to operate, and the operation is mission critical to the business.
1 (Critical)	Experiencing a significant disruption in business critical usage of the Software. Important features are unavailable with no acceptable workaround; however, operations can continue in a restricted fashion.
2 (Major)	A major fault with the software causing non-production usage to be severely impacted. Workarounds may exist but are time consuming/costly.
3 (Minor)	A minor fault with the software / service. The impact is an inconvenience, which may require a workaround to restore functionality.
4 (Trivial)	Requesting information, a product enhancement, or other clarification regarding the Software.

Exclusions

Scalr has no obligation to support: (i) third-party software used in conjunction with theSoftware, (ii) altered, customized or modified software or any portion of the software incorporated with or into other software, (iii) Software that is outside the scope ofGeneral Availability as specified in the Scalr Support Lifecycle section above, (iv)software installed on any hardware and/or operating system that is not supported by Scalr, and (v) the use of the Software in conjunction with unsupported cloud services.

Scalr will provide technical support services to assist in troubleshooting the Software’s interaction with supported cloud services; however, Scalr has no obligation to provide support for the cloud services themselves.

Scalr Support Services Options

Scalr provides comprehensive technical support services to its customers and users throughout the world. Scalr leverages its longstanding experience in building and providing support for its software to help customers get the most out of the product, leverage best practices and resolve any issues that may prevent users from getting the most out of the platform. Scalr Support has representatives in all major geographies around the world (North America, Asia, Europe,Eastern Europe) to serve its customers.

Scalr offers three support services. These are summarized in the tables below. Detailed descriptions are provided in the following sections.

Support Level	Description
Standard Support	Included with all enterprise licences and suitable for customers getting started with the Scalr software who need access to Scalr Support for assistance with product issues, including defect resolution and consultative support.
Premium Support	Targeted for Enterprise Customers who will be using Scalr in a production capacity to support the deployment of business critical cloud-based applications and is designed to ensure customers get the most out of the Scalr platform, and are optimized to enable cost management, security and compliance, agility and productivity.
Technical Account Manager	Offered as an optional extension to Premium Support, the Technical Account Management service provides unrivaled product knowledge, proven skills and best practices to help customers increase the adoption and effectiveness of their cloud platform.

Scalr Support Tier Comparison

	Standard	Premium
Coverage	Business Hours (1)	24 x 7
Support Channel	Support Portal	Dedicated Support Portal Collaborative Support (2)
Max Tech Contacts	4	8
Response Times (3)	Priority 0 : 1 hour Priority 1: 2 hours Priority 2: 4 hours Priority 3: 1 business day Priority 4: 2 business days	Priority 0: 30 minutes Priority 1: 1 hour Priority 2: 2 hours Priority 3: 1 business day Priority 4: 2 business days
Slack Support Channel		Dedicated
Production Assessment (4)		Twice annual
Best Practices - Knowledge Transfer Sessions		Quarterly
Road-map Reviews		Quarterly

(1) Business hours are 8:30AM to 5:30PM, Monday to Friday and are based on the location of the customer’s primary technical contact.

(2) Collaborative support includes web meeting based support for real-time troubleshooting and analysis

(3) Response times are the maximum. In general Scalr will respond to tickets in priority order as they are logged. Tickets priorities must be set correctly and Scalr reserves the right to alter ticket priorities, up and down, if they do not match the actual impact and urgency of the issues.

(4) The Scalr Production Assessment compares customer’s current production environment against best practices, and results in a series of recommendations designed to optimize the use and value of the Scalr software. The Production Assessment also includes a performance health-check to ensure optimum performance, scalability and reliability of the Scalr deployment.

Scalr Technical Support Services - Standard Support

Scalr Standard Support

Scalr Standard Support is suitable for customers getting started with the Scalr software who need access to Scalr Support for assistance with product issues, including defect resolution and consultative support.

Scalr Standard Support Includes

Coverage Hours: Scalr Standard Support provides access to technical support personnel during business hours (8:30 - 5:30pm, Monday to Friday). Business hours are based on the customer’s primary technical contact’s location.
Support Channels: online support via a designated support portal. Ability to submit new support issues and/or feature requests and review status of support tickets via the support portal.
Technical Contacts: up to four (4) designated Technical Contacts may access Scalr Standard Support.

Scalr Technical Support Services - Premium Support

Scalr Premium Support

Scalr Premium Support is targeted for Enterprise Customers who will be using Scalr in a production capacity to support the deployment of business critical cloud-based applications and is designed to ensure customers get the full benefits of the Scalr platform.

Scalr Premium Support Includes:

Coverage

Coverage Hours: Scalr Premium Support provides access to technical support
personnel on a 24x7 basis.
Technical Contacts: up to eight (8) designated Technical Contacts may access
Scalr Premium Support.

Support Channels

Dedicated Support Portal: Customer is provided with a dedicated support portal that may be used to submit new support issues and/or feature requests and review status of their teams issues and requests.
Collaborative Support: web meeting based support for real-time troubleshooting and analysis
Chat Support: dedicated chat room staffed by Scalr support engineers for consultative support, best practice questions, general q&a, etc.

Proactive Support

Production Assessment: compares customer’s current production environment
against best practices, and results in a series of recommendations designed to optimize the use and value of the Scalr software. The Production Assessment also includes a performance health-check to ensure optimum performance, scalability and reliability of the Scalr deployment.
Knowledge Transfer Sessions
Quarterly Product Road-map Reviews

Scalr Professional Services - Technical Account Management (TAM)

Scalr Technical Account Management

Scalr’s Technical Account Management service provides unrivaled product knowledge, proven skills and best practices to help customers increase the adoption and effectiveness of their cloud platform. Scalr’s TAM service is backed by the resources of the entire Scalr organization and armed with best practices. TAMs work with customers to minimize operational risk and realize value from the customer’s cloud transformation.

Scalr TAM Services Includes:

Work with customer to facilitate the adoption of the Scalr software, including helping to build successful initial use cases, establishing new use cases, onboarding new users, and working with the customer to take advantage of new features and functionality.
Work with customer to help overcome any blockers or obstacles limiting the success of the project and broader adoption.
Coordinate the customer experience across all teams to ensure the utmost customer experience including advocacy, product enhancements, issue resolution, etc.
Conduct deep-dive hands-on training sessions, best practices reviews, and customized knowledge transfer sessions.
Provide hands-on strategic guidance in the use of Scalr.
Define internal metrics for success and track progress towards customer’s qualitative and quantitative objectives.
Serve as advocate for prioritization of feature requests from customer into Scalr road-map and release cycles.

Scalr TAM Deliverables:

Access to a designated Scalr TAM
Bi-annual production assessments
Regular cadence of calls to review support issues, product releases, customer initiatives and projects
Quarterly production deployment reviews
Monthly product road-map reviews

Service Level Agreement (SLA)

Up-Time and Reliability

Scalr uses commercially reasonable efforts to make its Services available and operational to Customer for 99.9% of all Scheduled Availability Time (“Target Up-Time”), calculated by Scalr on a monthly, per-minute basis. Actual service availability is measured and solely determined by Scalr for each month (“Month Service Availability”). “Scheduled Availability Time” means twenty-four (24) hours a day, seven (7) days a week, excluding: (i) scheduled maintenance downtime not exceeding five (5) hours per month in the aggregate; and (ii) any downtime due to defects caused by Customer, one of its vendors, third party connections, utilities, or equipment, or caused by other forces beyond the reasonable control of Scalr (such as denial of service attacks, internet or third-party service outages or outages with respect to Customer’s network or internet access). Scalr uses commercially reasonable efforts to provide at least eight (8) hours advance notice via email or text of any scheduled maintenance downtime and, to the extent practicable, such downtime shall be scheduled on Tuesdays or Thursday at 8am UK time / 3am ET / 12am PT. In the event of any outages described above, Scalr will use commercially reasonable efforts to minimize any disruption, inaccessibility and/or inoperability of the Services in connection with outages, whether scheduled or not.

Service Credits

As Customer’s sole and exclusive remedy for any failure of the Services to achieve the Target Up-Time, Customer may request Service Credits in an amount equal to the product of the Service Credit Allowance from the table below and the fees fully paid by Customer in that month or in the case of Customer is on an annual plan, one twelfth (1/12) of fully paid annual fees.

Month Service Availability	Service Credit Allowance
99.5% - 99.9%	10%
99.0% - 99.5%	15%
Below 99%	33%

Sub-processors

Below is a list of sub-processors authorized to process personal data, currently used by Scalr:

Atlassian
Customer.io
Datadog
Google
Grafana Labs
Mailgun
Mixpanel
Scalr Labs Ukraine LLC
Segment
Slack
Userflow
Vitally
Zoom