Terms of Service

Effective date: August 17, 2026

1. Acceptance of Terms

By accessing or using the Netverge website at netverge.com (the "Site"), or by subscribing to or using the Netverge platform (the "Services"), you agree to be bound by these Terms of Service ("Terms"). If you do not agree to these Terms, please do not use the Site or the Services. We reserve the right to modify these Terms at any time, and your continued use constitutes acceptance of any changes.

PLEASE READ SECTION 13 CAREFULLY. It requires most disputes between you and Netverge to be resolved by binding individual arbitration rather than in court, and it waives your right to participate in a class action or class-wide arbitration. You may opt out of arbitration within 30 days by following the instructions in Section 13.3. Opting out will not affect any other part of these Terms or your use of the Site or the Services.

2. Scope of Services

2.1 What these Terms cover

These Terms cover two things: your use of the Site, and, if you subscribe, your use of the Services. If you have signed a separate written agreement, order form, or quote with Netverge, that document governs the Services it describes and prevails over these Terms to the extent of any conflict.

2.2 What the Services are

Netverge is a hosted, multi-tenant platform for network operations teams and managed service providers. A subscription gives you access to:

  • Network and infrastructure monitoring, alerting, and event management
  • Ticketing, including AI-assisted ticket triage
  • The 360º client knowledge graph
  • Artemis agentic AI and the Artemis Agent Designer
  • Document, password, and IP address management (IPAM) for the environments you manage
  • Multi-tenant administration and client portals
  • Vergepoint collectors, which you deploy at your sites as hardware appliances, virtual machines, or on bare metal, and which send telemetry to the platform over encrypted tunnels

The specific capabilities available to you depend on the plan and options you purchase.

2.3 Plan allowances

Subscriptions include allowances — for example the number of clients, sites, monitoring sensors, Vergepoints, and AI agents, plus storage and sensor data retention — as described on our pricing page or in your order form. You can add or remove capacity at any time, and the change is reflected in your billing under Section 3.

2.4 What is not included

Unless your order form or a separate written agreement says otherwise, the Services do not include:

  • Professional services such as custom onboarding, custom integration development, migration work, or managed operation of your network on your behalf
  • Your own network, hardware, circuits, internet connectivity, or third-party products and services, including any third-party systems the Services connect to or monitor
  • Any feature, capability, or deliverable not described in these Terms, on the Site, or in your order form

2.5 Availability, support, and what the Services do not replace

We use commercially reasonable efforts to keep the Services available, targeting 99.9% monthly availability, excluding scheduled maintenance and events outside our reasonable control. Binding service level commitments, response times, and service credits apply only where they are set out in a written agreement between you and Netverge.

The Services, including any AI-generated output, assist your team; they do not replace your own operational judgment. Netverge does not warrant that the Services will detect every fault, outage, misconfiguration, or security issue in your environment, and you remain responsible for how you act on what the Services report.

2.6 Changes to the Services

We improve the Services continuously and may add, change, or remove features. We will not materially reduce the core functionality of a paid subscription without at least 30 days' notice to the contact address on your account. Features labelled beta, preview, or early access are provided as is, may change or be withdrawn at any time, and are excluded from any availability or support commitment.

2.7 Your responsibilities

To use the Services, you agree to:

  • Provide accurate registration, contact, and billing information and keep it current
  • Safeguard your account credentials and API keys, and remain responsible for activity under your account
  • Confirm that you are authorized to monitor, access, and store configuration and credential data for every network, device, and system you connect to the Services. If you act as a managed service provider, you confirm you have authority from each client whose environment you onboard
  • Comply with Section 5 and Section 4.8

3. Payment and Billing Terms

3.1 Fees

Fees are those shown on our pricing page at the time of purchase, or those set out in your order form or quote, which prevail if they differ. Pricing is a monthly platform subscription plus per-device Vergepoint fees and any optional add-ons you select, such as additional AI agent capacity. All amounts are in US dollars unless your order form states otherwise.

3.2 Free trial

Where we offer a free trial, the trial runs for 30 days and no subscription fee is charged until day 31. You may cancel at any time during the trial and will not be charged. If you do not cancel before the trial ends, your subscription begins and billing starts under Section 3.3. Trials are limited to one per organization unless we agree otherwise in writing.

3.3 Billing cycle and payment authorization

Subscriptions are billed monthly in advance and renew each month until cancelled. There is no annual commitment unless your order form states one. By providing a payment method, you authorize Netverge and its payment processors to charge that method for all fees due, on a recurring basis, until you cancel. You agree to keep a valid payment method on file. Capacity you add or remove part-way through a month is reflected on your next invoice.

3.4 Taxes

Fees are exclusive of sales, use, GST, HST, VAT, and similar taxes, and of any withholding. You are responsible for all such amounts, other than taxes on Netverge's own income. Where we are required to collect a tax, it will be added to your invoice.

3.5 Late or failed payment

If a payment fails, we may retry it and will contact you. If an invoice remains unpaid more than 10 days after its due date, we may suspend your access to the Services after giving you written notice and a reasonable opportunity to cure. Suspension does not relieve you of fees accrued, and we will restore access promptly once the outstanding balance is paid.

3.6 Billing questions and disputes

If you believe an invoice is incorrect, contact us at support@netverge.com within 30 days of the invoice date with enough detail for us to investigate. We will review it in good faith and correct any error on the next invoice or by refund. Amounts not in dispute remain due while we investigate.

3.7 Price changes

We may change our prices. For existing subscriptions, we will give you at least 30 days' notice before a price change takes effect, and the change applies from the start of your next billing period after that notice. If you do not accept the new price, you may cancel under Section 3.8 before it takes effect.

3.8 Cancellation and refunds

You may cancel your subscription at any time from your account or by contacting us. Cancellation takes effect at the end of the billing month in which you cancel, and you keep access until then. Fees already paid are non-refundable except where a refund is required by applicable law, where we have made a billing error, or where Netverge terminates your subscription for convenience — in which case we refund the unused portion of any prepaid fees on a pro-rata basis. Export any data you want to keep before your subscription ends; after it ends, Section 4.9 governs retention and deletion.

3.9 Hardware Vergepoints

Title to hardware Vergepoints is as stated in your order form. Where a hardware Vergepoint is supplied on a subscription basis rather than sold to you, it remains the property of Netverge, and within 30 days after your subscription ends you agree either to return it in reasonable condition or to pay the replacement value stated in your order form.

4. Data Privacy and Security

4.1 What we mean by Customer Data

"Customer Data" means data you, your users, or your Vergepoints submit to or generate within the Services. It includes network telemetry and monitoring data, device configurations, stored credentials, documentation, ticket contents, and any personal information about your personnel or your clients that appears in those records.

4.2 Ownership and how we use Customer Data

You retain all rights in your Customer Data. Netverge uses it only to provide, maintain, secure, and support the Services for you, to act on your instructions and support requests, and to meet legal obligations. We do not sell Customer Data, and we do not use it to train general-purpose AI models for other customers. We may use aggregated, de-identified operational statistics that cannot reasonably be linked back to you or your clients to improve the Services.

4.3 Privacy roles and the DPA

For personal information collected through the Site, Netverge Services Ltd. is the controller, as described in our Privacy Policy. For personal information within Customer Data, you are the controller or business and Netverge acts as your processor or service provider, handling it on your instructions and not for our own independent purposes. Where data protection law requires one, our Data Processing Addendum applies and is available on request from privacy@netverge.com.

4.4 Security measures

We maintain technical and organizational measures appropriate to the sensitivity of the data we hold, including:

  • Encryption of data at rest using AES-256, and of data in transit using TLS 1.2 or higher
  • Role-based access control, so you decide who on your side can view, edit, or manage your data
  • A dedicated key management system for stored passwords and credentials, with auditable IPAM
  • Encrypted tunnels between Vergepoints and the platform, with Vergepoints designed not to expose management interfaces on the networks where they are deployed
  • Least-privilege internal access, authentication controls for Netverge personnel, and logging and monitoring of access to production systems
  • Redundant cloud infrastructure with regular backups

4.5 Security program and audits

We maintain a written information security program covering security policies, access reviews, change management, vendor review, and confidentiality and security training for personnel. The program is designed to align with the SOC 2 Trust Services Criteria and is subject to independent third-party assessment. Current audit status, reports, and security documentation are available to customers and prospective customers on request, under a non-disclosure agreement. More detail is on our security page.

4.6 Hosting, subprocessors, and international transfer

Netverge Services Ltd. is incorporated in Canada, and the Services are hosted on cloud infrastructure in the United States. Our personnel in Canada and our subprocessors may access data to operate and support the Services. We engage subprocessors under written contracts that require protections consistent with this Section, and a current list is available on request. Details of international transfers and the safeguards that apply are in Section 11 of our Privacy Policy.

4.7 Security incidents

We maintain a documented incident response plan. If we confirm a security incident that affects your Customer Data, we will notify you without undue delay at the contact address on your account, describe what we know at the time, and tell you what we are doing about it and what we recommend you do. You agree to keep that contact address current. A notification is not an admission of fault or liability.

4.8 Your data and security responsibilities

Security of the Services is shared. You agree to:

  • Enable multi-factor authentication where available, and protect your credentials and API keys
  • Provision and promptly deprovision your users, and review their access periodically
  • Submit only Customer Data you are lawfully entitled to submit, having given any notices and obtained any consents required from the people it concerns
  • Not submit data subject to heightened regulatory regimes — including protected health information under HIPAA, cardholder data under PCI-DSS, or government classified data — unless we have agreed to it in writing and put any required agreement, such as a business associate agreement, in place
  • Notify us immediately at support@netverge.com if you suspect unauthorized access to your account or data

4.9 Retention, export, and deletion

While your subscription is active, we retain monitoring and sensor data for the retention period included in your plan. You can export your data at any time during your subscription. After it ends, we delete or de-identify Customer Data within a commercially reasonable period, subject to routine backup cycles and to any retention required by law, as described in Section 7 of our Privacy Policy.

5. Use of the Site and Services

You agree to use the Site and the Services only for lawful purposes and in accordance with these Terms. You agree not to:

  • Use the Site or the Services in any way that violates any applicable federal, state, provincial, local, or international law or regulation
  • Attempt to gain unauthorized access to any portion of the Site or the Services, other accounts, computer systems, or networks connected to them
  • Use the Services to access, scan, or monitor any network, device, or system you are not authorized to access
  • Use the Site to transmit any advertising or promotional material without our prior written consent
  • Interfere with or disrupt the Site, the Services, or the servers or networks connected to them
  • Use any robot, spider, or other automatic device to access the Site for any purpose without our express written permission

6. Intellectual Property

All content on the Site and all software and materials comprising the Services, including but not limited to text, graphics, logos, images, software, and the compilation thereof, is the property of Netverge or its content suppliers and is protected by United States, Canadian, and international copyright, trademark, and other intellectual property laws. You may not reproduce, distribute, modify, create derivative works from, publicly display, or otherwise exploit any of it without our prior written consent. Nothing in these Terms transfers ownership of Customer Data to Netverge, and nothing transfers ownership of the Services to you.

7. Newsletter and Communications

By subscribing to our newsletter, you consent to receive periodic emails from Netverge, including product updates, company news, and promotional content. You may unsubscribe at any time by clicking the "unsubscribe" link in any email or by contacting us directly. We will process your unsubscribe request promptly in accordance with applicable laws, including the CAN-SPAM Act. Service and billing messages relating to an active subscription are not marketing and continue regardless of your newsletter preference.

8. Third-Party Links

The Site may contain links to third-party websites or services that are not owned or controlled by Netverge. We have no control over, and assume no responsibility for, the content, privacy policies, or practices of any third-party websites or services. You acknowledge and agree that Netverge shall not be responsible or liable for any damage or loss caused by the use of any such content, goods, or services available through any third-party websites or services.

9. Disclaimer of Warranties

EXCEPT AS EXPRESSLY STATED IN THESE TERMS OR IN A SEPARATE WRITTEN AGREEMENT, THE SITE AND THE SERVICES ARE PROVIDED ON AN "AS IS" AND "AS AVAILABLE" BASIS WITHOUT WARRANTIES OF ANY KIND, EITHER EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT. NETVERGE DOES NOT WARRANT THAT THE SITE OR THE SERVICES WILL BE UNINTERRUPTED, ERROR-FREE, OR FREE OF VIRUSES OR OTHER HARMFUL COMPONENTS.

10. Limitation of Liability

TO THE FULLEST EXTENT PERMITTED BY APPLICABLE LAW, IN NO EVENT SHALL NETVERGE, ITS OFFICERS, DIRECTORS, EMPLOYEES, OR AGENTS BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, INCLUDING WITHOUT LIMITATION LOSS OF PROFITS, DATA, USE, GOODWILL, OR OTHER INTANGIBLE LOSSES, ARISING OUT OF OR RELATED TO YOUR USE OF OR INABILITY TO USE THE SITE OR THE SERVICES.

11. Indemnification

You agree to indemnify, defend, and hold harmless Netverge, its officers, directors, employees, and agents from and against any and all claims, liabilities, damages, losses, costs, and expenses (including reasonable attorneys' fees) arising out of or related to your use of the Site or the Services, your violation of these Terms, or your violation of any rights of a third party, including any claim that you were not authorized to monitor a network, device, or system you connected to the Services.

12. Governing Law

Netverge Services Ltd. is a company incorporated in Canada. These Terms, and any dispute arising out of or relating to them or to your use of the Site or the Services, are governed by the laws of the Province of British Columbia and the federal laws of Canada applicable therein, without regard to conflict of law principles.

Subject to Section 13, and except where applicable law provides otherwise, any dispute not resolved by arbitration shall be brought in the courts of the Province of British Columbia, and you and Netverge submit to the jurisdiction of those courts.

Nothing in these Terms removes any protection or remedy available to you under the consumer protection laws of the place where you live, where those laws cannot be waived by agreement.

13. Dispute Resolution, Arbitration, and Class Action Waiver

13.1 Talk to us first

Most concerns can be resolved without formal proceedings. Before starting an arbitration or lawsuit, you agree to send a written Notice of Dispute to legal@netverge.com describing the dispute and the relief you want. If we have a dispute with you, we will send the same to the address we have for you. Both sides agree to try in good faith to resolve it for 60 days after the notice is received. This step is a precondition to starting arbitration, and the applicable limitation period is paused while it runs.

13.2 Binding individual arbitration

If a dispute is not resolved under Section 13.1, you and Netverge agree that it will be settled by binding arbitration on an individual basis, rather than in court, except as set out in Section 13.5. This applies to any claim arising out of or relating to these Terms, the Site, the Services, or any data collected through them, whether based on contract, statute, or any other legal theory, and whether it arose before or after these Terms took effect.

For users resident in the United States, arbitration will be administered by the American Arbitration Association under its Consumer Arbitration Rules. For users elsewhere, arbitration will be administered under the rules of a recognised arbitral institution in British Columbia. A single neutral arbitrator will decide the dispute, and may award the same individual relief a court could. The arbitrator's award may be entered as a judgment in any court with jurisdiction.

13.3 Your right to opt out

You may opt out of Section 13.2 and Section 13.4 by emailing legal@netverge.com with the subject line "Arbitration Opt-Out" within 30 days of first accepting these Terms, stating your name and the email address you used. Opting out costs nothing, takes effect on receipt, and has no effect on anything else in these Terms or on your use of the Site or the Services. If you opt out, disputes are resolved in court under Section 12.

13.4 Class action waiver

You and Netverge agree that each may bring claims against the other only in an individual capacity, and not as a plaintiff or class member in any purported class, collective, consolidated, or representative proceeding. The arbitrator may not consolidate more than one person's claims or preside over any class or representative proceeding.

13.5 What is not covered

The following are excluded from Section 13.2:

  • Claims that qualify for small claims court, which either of us may bring there instead.
  • Claims for public injunctive relief, which may be brought in court. Nothing in this Section waives any right to seek public injunctive relief.
  • Claims about the infringement or misuse of intellectual property, for which either of us may seek relief in court.
  • Any claim or remedy that cannot lawfully be made subject to arbitration or waived under the law that applies to you.

13.6 Costs and location

Where you are a consumer, Netverge will pay all arbitration filing and arbitrator fees that exceed what it would have cost you to file the same claim in court. Each side pays its own legal fees, unless the law or the arbitrator's award provides otherwise. Arbitration will be conducted by videoconference or on documents alone wherever possible, and any in-person hearing will be held in the county or district where you live, or somewhere else you and Netverge agree. You will never be required to travel outside your own region to pursue a claim.

13.7 Coordinated filings

If 25 or more Notices of Dispute raising substantially similar claims are submitted against Netverge by or with the coordination of the same law firm or group of firms within a 90-day period, those disputes will be resolved in staged batches of up to 50 at a time. A single arbitrator will hear each batch, and the outcomes of one batch may inform settlement of the next. Limitation periods for disputes awaiting a later batch are paused. This provision exists to keep arbitration workable at volume, and does not limit anyone's right to have their own claim heard.

13.8 If part of this Section cannot be enforced

If the class action waiver in Section 13.4 is found unenforceable as to a particular claim or request for relief, that claim or request will be severed and heard in court, and the rest of this Section 13 will continue to apply to all other claims. If Section 13.4 is found unenforceable as to all claims, then Section 13.2 does not apply and disputes will be resolved in court under Section 12. Class-wide arbitration is not agreed to in any circumstance. Section 13 survives the end of your use of the Site and the Services.

14. Severability and Entire Agreement

If any provision of these Terms is held invalid or unenforceable, that provision will be limited or removed to the minimum extent necessary, and the remaining provisions will stay in full force. Our failure to enforce any right or provision is not a waiver of it. These Terms, together with our Privacy Policy and Cookie Policy, are the entire agreement between you and Netverge regarding the Site and the Services. If you have signed a separate written agreement with Netverge for our services, that agreement governs your use of those services and prevails over these Terms to the extent of any conflict.

15. Changes to These Terms

We reserve the right to modify or replace these Terms at any time at our sole discretion. When we make changes, we will update the "Effective date" at the top of this page. Your continued use of the Site or the Services after any changes constitutes acceptance of the new Terms. We encourage you to review these Terms periodically.

Changes to Section 13 do not apply retroactively to any dispute for which a Notice of Dispute was already submitted. If we make a material change to Section 13, you may reject it by emailing legal@netverge.com within 30 days of the updated effective date, in which case the previous version of Section 13 continues to apply to you.

16. Contact Us

If you have any questions about these Terms of Service, please contact us: