Tier2Terms
Terms of Service
The agreement behind a Tier2 subscription. The access limits in section 03 are contractual — they are the same guarantees the architecture enforces, written so they bind us rather than merely describe us.
Who these terms are between
These Terms of Service govern your use of Tier2, operated by Gyanaranjan Sahoo, sole proprietor, trading as Tier2, based in Dhenkanal, Odisha 759021, India (“Tier2”, “we”, “us”). They apply from the moment you create an account or start a subscription, whichever is earlier.
“You” means the company that subscribes. If you accept these terms on behalf of an employer, you confirm you are authorised to bind them.
What the service does
Tier2 takes a support signal from a channel you connect, runs a deterministic differential diagnosis against your infrastructure using read-only probes and named database queries, and produces either a drafted customer reply or an evidence-backed escalation for your engineers.
Tier2 is a diagnostic and drafting tool. It is not a managed service, an incident responder, or a substitute for your own engineering judgement. Verdicts and drafts are proposals for a human to accept, edit, or reject.
The access limits we bind ourselves to
The following are contractual commitments, not descriptions of current configuration. They would require a change to this agreement, not just a settings toggle, to alter:
Read and probe only. Against your infrastructure the agent can do exactly two things: read-only probe handshakes against validated public hostnames, and named, parameterised queries against a read replica you provision. No write-capable credential is loaded into its environment. There is no code path that mutates your DNS, certificates, deployments, or data.
Draft only for customer-facing replies. No reply is sent to one of your customers without a human on your side approving it. Automatic sending is off by default. If you later enable it for a specific ticket category, you may revoke that at any time from the console.
Internal escalations to your own engineering channel are delivered without waiting for approval. That is deliberate and is the one autonomous route in the product; it notifies your team, it never contacts your customers.
Named queries are agreed with you during onboarding. We do not ship a free-form SQL tool, and we cannot run a query you have not reviewed.
Accounts and access
Access is currently granted by invitation. You are responsible for keeping credentials secure, for the actions of users you invite into your workspace, and for removing users who leave your organisation.
You must give us accurate registration details and keep your billing contact current. Tell us promptly at hello@tier2.dev if you believe an account has been compromised.
Plans, billing, and overage
Plans are billed monthly in advance, in US dollars, with no annual lock-in. Each plan includes a stated number of diagnosed escalations per billing month. Escalations beyond that allowance are billed as overage at the rate published on our pricing page.
Prices exclude taxes. Where a payment processor acts as merchant of record for your purchase, that processor may collect sales tax, VAT, or GST as required in your jurisdiction and will appear on your card statement rather than our name.
Cancellation, refunds, and failed payments are covered in the Refund & Cancellation Policy, which forms part of this agreement. In summary: cancel any time, effective at the end of the paid month, with a 14-day refund window on a first subscription payment.
Acceptable use
You agree not to:
- Point Tier2 at infrastructure you do not own or are not authorised to diagnose, or supply replica credentials you lack authority to share
- Use the product to probe, scan, or enumerate a third party’s systems without their permission
- Attempt to extract another tenant’s data, escape the sandbox, or bypass the approval gate on customer-facing replies
- Resell or white-label the service without a written agreement with us
- Upload content that is unlawful, or that you are contractually barred from sharing
We may suspend an account that is causing harm to our infrastructure or to a third party, and will tell you why when we do.
Your data and who owns what
You keep ownership of everything you bring: ticket content, probe results, replica query output, runbooks, and corrections your engineers write. We process it to operate the service for you, as described in the Privacy Policy.
We own the product itself — the probe library, the diagnosis engine, the interface, and any generic improvements we make to them. Tenant data is never used to train a shared model and never appears in another tenant’s prompt.
On termination you may export your data; after the retention window in the Privacy Policy, we delete it.
Availability and support
We aim for high availability but do not offer a contractual uptime SLA on standard plans. Maintenance, upstream provider incidents, and model-provider outages can interrupt diagnosis. Where an interruption is prolonged and our fault, contact us and we will discuss a proportionate credit.
Support runs by email at hello@tier2.dev and in your connected Slack channel, with a two business day response target.
Warranties and limitation of liability
Tier2 is provided “as is”. We do not warrant that a diagnosis will be correct, that every relevant cause will be found, or that the service will be uninterrupted. Every claim it makes carries the identifier of the probe that produced it precisely so that you can check the work rather than take it on trust.
To the maximum extent permitted by law, neither party is liable for indirect, consequential, or punitive damages, or for lost profits or lost data. Our total aggregate liability arising out of this agreement is limited to the fees you paid us in the twelve months preceding the event giving rise to the claim.
Nothing here limits liability that cannot lawfully be limited, including for fraud or wilful misconduct.
Term and termination
This agreement runs while you hold an active subscription. You may cancel at any time and keep access until the end of the paid period. We may terminate for material breach that you do not cure within fourteen days of written notice, or immediately where continuing would expose us or a third party to legal risk.
Sections covering data ownership, confidentiality, liability, and governing law survive termination.
Changes to these terms
We may update these terms. If a change materially reduces your rights, we will give at least thirty days’ notice by email to your billing contact before it takes effect. Continuing to use the service after that date accepts the revised terms; if you would rather not, cancel and we will refund the unused portion of the current month.
Governing law
This agreement is governed by the laws of India, and the parties submit to the exclusive jurisdiction of the courts of Odisha, India. Where a mandatory consumer-protection right in your own country gives you more protection, that right is unaffected.
Contact
Questions about this policy, or a request under it, go to hello@tier2.dev. We answer within two business days.