Terms of Service

2. Service Description & Delivery Model

Taleshape provides professional support, configuration management, and operational assistance for Shaper, an open-source analytics platform. Our Services include:

• Infrastructure Deployment Support: Architecture guidance, deployment templates, and hardening for running Shaper inside your own infrastructure (private cloud VPC, Kubernetes, or on-premise servers).
• Proactive Updates & Security Patches: Version updates, bug fixes, and security patches delivered through code Pull Requests (GitOps) to your version control repository.
• Priority Technical Support: Direct communication with core engineers via email, Google Meet, or customer-managed Slack/Teams workspaces according to your support plan.
• Data Engineering & Architecture Guidance: Consultation on data integrations, embedded analytics, and query optimization for Enterprise plans.

Open Source Sovereignty Guarantee: The core Shaper application is open-source software. When deployed in your infrastructure, the software remains fully functional and entirely under your control even if you cancel your enterprise support agreement with Taleshape.

3. Operating Model & Change Control

GitOps & Non-Access Architecture: Taleshape delivers configuration updates, container definitions, and software upgrades via Git Pull Requests. Taleshape does not require, seek, or maintain direct SSH access, administrative shell access, or database credentials to your production servers.

Customer Approval Gate: You maintain sole authority to inspect, test, approve, or reject any pull request submitted by Taleshape before merging and deploying to your production environment.

Authorized Representatives: Each party will designate authorized technical and commercial contacts for coordinating support requests and service reviews.

4. Customer Responsibilities & Clean-Room Protocol

Infrastructure Hosting: You are responsible for provisioning, maintaining, and securing the physical or cloud infrastructure (compute, network, storage) on which Shaper is deployed.

Clean-Room Support Protocol: You agree not to send, upload, or transmit raw, unmasked sensitive data—including Protected Health Information (PHI) or unencrypted personal data—in support tickets, logs, screenshots, or chat channels. All diagnostic logs and query schemas shared with Taleshape must be sanitized or de-identified prior to submission.

Acceptable Use: You agree not to use our Services to develop malicious software, violate applicable privacy or export laws, or interfere with Taleshape's systems or communications.

5. Fees and Payment

Pricing & Plans: Support plan fees are specified in your order form or on our Plans and Pricing page. Fees are billed in advance on a monthly or annual basis.

Payment Processing: Payments are processed securely via Stripe or bank transfer (Wise). Invoices are payable within the terms specified in your order form.

Refunds: Subscriptions are subject to our 30-day money-back guarantee as detailed in our Refund Policy.

Taxes: All fees are exclusive of applicable value-added tax (VAT), sales tax, or withholding taxes, which are the responsibility of the Customer.

6. Data Ownership, Privacy & Compliance

100% Data Ownership: You retain complete, exclusive ownership of all data, queries, dashboard definitions, and business logic processed by your Shaper instances. Taleshape asserts no ownership rights over your data.

Zero Analytical Data Access: Because Shaper operates within your infrastructure, Taleshape does not host, process, or store your customer analytics or underlying database records.

Healthcare & Regulated Environments: For healthcare and enterprise customers requiring compliance documentation, our security posture is set forth in our Security & Compliance Overview. We provide our standard Business Associate Agreement (BAA) and Data Processing Addendum (DPA) upon request.

For details on how we process corporate contact and account information, consult our Privacy Policy.

7. Term, Renewal & Termination

Term: Support plans remain in effect for the term specified in your order form (e.g., monthly or annual) and automatically renew unless either party provides notice of non-renewal prior to the end of the current term.

Termination for Cause: Either party may terminate the Services immediately upon written notice if the other party materially breaches these Terms and fails to cure such breach within thirty (30) days of written notice.

Post-Termination Operation: Because Shaper runs on your own infrastructure, termination of Services does not disable, interrupt, or affect your running Shaper deployments. Upon termination, Taleshape simply ceases providing proactive updates, code PRs, and priority engineering support.

8. Warranty Disclaimer

THE SERVICES AND OPEN-SOURCE SOFTWARE ARE PROVIDED "AS IS" AND "AS AVAILABLE". TO THE MAXIMUM EXTENT PERMITTED BY LAW, TALESHAPE DISCLAIMS ALL WARRANTIES, WHETHER EXPRESS, IMPLIED, STATUTORY, OR OTHERWISE, INCLUDING IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT.

9. Limitation of Liability

TO THE MAXIMUM EXTENT PERMITTED BY LAW, TALESHAPE SHALL NOT BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, OR ANY LOSS OF PROFITS, DATA, USE, OR GOODWILL ARISING OUT OF OR IN CONNECTION WITH THE SERVICES.

TALESHAPE'S TOTAL AGGREGATE LIABILITY ARISING OUT OF OR RELATED TO THESE TERMS SHALL BE LIMITED TO THE TOTAL FEES PAID BY CUSTOMER TO TALESHAPE IN THE TWELVE (12) MONTHS PRECEDING THE EVENT GIVING RISE TO LIABILITY.

10. Governing Law & Jurisdiction

These Terms and any dispute arising out of or related to them shall be governed by the laws of Estonia, without regard to its conflict of law principles. The parties submit to the exclusive jurisdiction of the courts of Tallinn, Estonia.

11. Contact Information

For legal inquiries, notices, or contracting questions, contact:

Taleshape OÜ
Sepapaja tn 6, 15551 Tallinn, Estonia
Email: contact@taleshape.com