Onyx Insights Terms of Service

Effective October 24, 2026

Last updated: October 24, 2026

Summary (plain language, not part of the Terms)

• You contract with OnyxNexus Technologies Ltd, Accra, Ghana.
• If you have an order form (including a pilot order form), it sets your scope, term and fees, and it wins over these Terms where they conflict.
• You own your data. We use it only to run, secure and support the Service. We do not sell it and do not use it to train AI models.
• Onyx Oracle (AI) is included on every Plan, with usage limits set by your Plan. Prompts are kept for 30 days. AI answers can be wrong, so check them. Nothing is changed in your workspace unless a person approves it.
• Telemetry is kept for your plan's retention period, then deleted (see Section 15, Data retention).

1. Who you contract with

1.1 These Terms are an agreement between you and OnyxNexus Technologies Ltd ("OnyxNexus", "we", "us"), a private company limited by shares incorporated in Ghana, Reg. No. CS217011026, registered office Oyarifa, Accra, Ghana (GPS GM-196-1826), which operates under licence from Onyx Technologies Group LLC, Delaware, United States (our "licensor"). OnyxNexus provides Onyx Insights through its OnyxNexus Cloud & AI division. Onyx Technologies Group LLC is the licensor only and is not a party to these Terms.

1.2 "Customer" or "you" means the organization or person that creates or uses an Onyx Insights account. If you accept on behalf of an organization, you confirm you have authority to bind it.

1.3 These Terms cover Onyx Insights only: onyxinsights.global, each workspace address (<workspace>.onyxinsights.global), its APIs, telemetry ingestion endpoints, documentation at docs.onyxinsights.global and related features (the "Service"). Other OnyxNexus services, such as Onyx Lending, have their own terms.

1.4 If you do not agree to these Terms, do not use the Service.

2. Pilots and order forms

2.1 Order form. An order form is a document signed or accepted by both parties that refers to these Terms. It sets out the Plan or pilot scope, the workspaces and users covered, the term, any fees and any special terms.

2.2 Pilots. If you join a pilot, your pilot order form sets the pilot scope, start and end dates, success criteria (if any) and fees (which may be zero). Unless the order form says otherwise: (a) the pilot is for evaluation of the Service for your internal business purposes; (b) it ends on the end date in the order form, or when either party gives written notice; (c) no service level, response time or availability commitment applies; (d) features may change during the pilot; and (e) the Service is provided "as is" under Section 16.

2.3 After a pilot. At the end of a pilot you can move to a paid Plan by signing a new order form or upgrading in the Service. If you do not, the pilot workspace ends as described in Section 14, and its data follows Section 15 (Data retention).

2.4 Order of precedence. If documents conflict, this order applies: (1) the order form, for the matters it covers; (2) these Terms; (3) the Documentation.

3. Definitions

• Account: an individual user's login and profile.
• Workspace: a customer environment at its own <workspace>.onyxinsights.global address, with users, settings and data kept separate from other customers.
• Authorized Users: your employees and contractors you permit to use your Workspace.
• Customer Data: all data you or your Authorized Users send to or store in the Service, including logs, metrics, traces, real user monitoring ("RUM") data, uploaded log files, data pulled from tools you connect, dashboards, queries, alert rules, incident notes and AI questions.
• Telemetry Data: the logs, metrics, traces and RUM data within Customer Data.
• Plan: your subscription tier (for example Trial, Starter, Standard, Premium or Enterprise) with the features, seats, limits and retention shown in the Service or your order form. Enterprise is arranged with our team and is not available through online checkout.
• AI Features: the features described in Section 9.

4. Accounts and security

4.1 The Service is for business and professional use. You must be at least 18 and able to form a binding contract.

4.2 You can sign in with email and password or a Google account. Administrators may configure single sign-on (OIDC or SAML) on the Premium and Enterprise Plans.

4.3 Keep sign-up information accurate. Keep passwords, recovery codes, API tokens and ingest tokens confidential. You are responsible for activity under your Accounts and tokens. We recommend multi-factor authentication. Report a suspected compromise to support@onyxinsights.global.

4.4 Workspace administrators can invite and remove users, assign roles, manage tokens, integrations, processing rules, uploads and billing. You are responsible for who you make an administrator.

5. Free trial

5.1 New self-service Workspaces start on a 14-day free trial. No payment card is needed.

5.2 Trial limits: a soft limit of 5,000 logs per day (we keep accepting data and show an "Over trial limit" banner) and a hard limit of 50,000 logs per day (a batch that would pass it is refused in full, with HTTP 429 and Retry-After, or OTLP/gRPC RESOURCE_EXHAUSTED). Traces and metrics do not count. The counter resets at 00:00 UTC.

5.3 When the trial ends you can choose a paid Plan. If you do not, most features end and we may stop accepting new data. Trials may be changed or ended by us and are limited to one per organization unless we agree otherwise.

6. Plans, fees and payment

6.1 Each Plan includes the seats, daily ingestion allowance and features shown on our pricing page, in the Service's Usage & Billing page, or in your order form. Paid Plans allow a 10% margin over the daily allowance, after which we may refuse further data until 00:00 UTC.

6.2 You agree to pay the fees for your Plan in the currency and billing period shown on our pricing page or in your order form, in advance unless the order form says otherwise. Fees exclude taxes.

6.3 Payments are processed by Stripe and Paystack on their hosted checkout pages. We do not receive or store your full card number.

6.4 Upgrades take effect when payment is confirmed. Cancellations and downgrades take effect at the end of the current billing period. Unless the law or your order form says otherwise, fees paid are not refundable.

6.5 If a payment fails, we may suspend paid features after notice and at least 30 days to fix it. We give at least 30 days' notice of price changes, and you can cancel before they apply.

7. Customer Data and privacy

7.1 You own your Customer Data. You give us a worldwide, non-exclusive, royalty-free licence to host, copy, process, analyze and display it only as needed to provide, secure and support the Service and to comply with law. We do not sell Customer Data.

7.2 For personal data in Customer Data, you are the controller and we are your processor (or sub-processor). We process it only on your documented instructions (these Terms, your configuration and your use of features); bind our staff to confidentiality; protect it under Section 10; use only the sub-processors listed in our Privacy Policy, under written contracts, and tell you before adding or replacing one so you can object; use the Standard Contractual Clauses (with the UK addendum or Swiss amendments) or another lawful mechanism for EEA, UK or Swiss transfers; help you answer data subject requests; notify you of breaches under Section 10.3; delete data under Section 15 (Data retention); and give you the information reasonably needed to show we meet these commitments. For a signed data processing agreement, contact privacy@onyxinsights.global.

7.3 We may use aggregated, de-identified information about how the Service operates (request counts, data volumes, error rates, feature usage) to run, secure, improve and bill for the Service. It does not include the contents of Customer Data.

7.4 You are responsible for having the rights, notices and consents needed for us to process Customer Data, and for its accuracy and legality.

7.5 Sensitive data. Do not send payment card data, government ID numbers, health information, passwords or other secrets, or special category personal data unless we agree in writing. Default masking of credential-like attributes, card-number-shaped values and Bearer tokens, plus your own masking and drop rules, are a safety net, not a guarantee.

7.6 If you connect third-party tools or send alerts to destinations you configure (such as Slack, webhooks or email), we send data to them on your instruction. They are not our sub-processors.

8. Acceptable use

You must not: break the law or infringe anyone's rights; send data you have no right to send, or malware; try to access another customer's Workspace, or probe, scan or bypass authentication, tenant isolation, limits or other controls (unless we have authorized security research in writing); disrupt the Service or work around daily limits (for example with multiple trial Workspaces); reverse engineer the Service except where the law allows; resell or provide the Service to third parties without our written agreement; use it to build a competing product; share Accounts or share tokens outside your organization; or use AI Features to create unlawful or harmful content or to extract information about other customers, our systems or the underlying models.

9. AI features

9.1 AI is part of the Service. Onyx Oracle ("Ask Onyx Oracle") is included on every Plan, including trials and pilots. Usage limits are set by your Plan (see Section 9.7).

9.2 What Oracle does. Oracle is a read-only investigation assistant. When a Workspace is created, OnyxNexus's AI platform is given read-only access to it. When a user asks a question, the Service sends it to the AI platform, which reads the Workspace's Telemetry Data and a limited set of records (incidents, alert findings, SLOs, services and service relationships) to answer. When a critical incident opens an investigation, the Service may start an AI investigation automatically and send the incident's title and service.

9.3 Human approval. For critical incidents Oracle may propose a small set of reversible actions (acknowledge the incident, pause the alert rule that opened it, add an investigation note, or run a workflow you already built). Nothing is performed unless a person in your Workspace approves it, and approvals are recorded in the audit log.

9.4 Other analysis. AIOps findings, root cause analysis and the AI Payment Analyst use defined statistical rules inside the Service.

9.5 How your data is used. AI Features process Customer Data on your behalf under Section 7. Oracle runs on OnyxNexus's AI platform and uses third-party model providers acting as our sub-processors. Prompts (your questions and the context sent with them) are kept for 30 days and then deleted. We do not use Customer Data, your questions or AI outputs to train AI models.

9.6 Accuracy and your responsibility. AI outputs are generated automatically and can be wrong, incomplete or out of date, even when they sound confident. Check them against your actual telemetry before relying on them, and do not use them as the only basis for decisions that could cause harm. You are responsible for decisions you make and actions you approve.

9.7 Limits and changes. AI usage limits are set by your Plan (for example per-user limits on new investigations and a monthly allowance per Workspace) and may change or withdraw AI Features. Features we have not shipped yet are labelled "coming soon" in the Service and are not part of these Terms until released.

10. Security

10.1 We protect the Service and Customer Data with industry-standard safeguards, currently including: HTTPS/TLS in transit; per-Workspace data separation with tenant-scoped access, Workspace-bound tokens and automated tenant isolation tests; salted, hashed passwords, sign-in attempt limits and optional multi-factor authentication; hashed API tokens and AES-256-GCM encryption of stored integration credentials, MFA secrets and AI connection keys; viewer and admin roles and an audit log; default masking of credential-like values; and a managed secrets service with restricted production access.

10.2 We review and update these industry-standard safeguards as the Service changes.

10.3 If we become aware of a breach affecting Customer Data, we will notify you without undue delay, share what we reasonably can, and take reasonable steps to contain and fix it.

10.4 You secure your own systems, devices and deployed tokens.

11. Confidentiality

Each party will use the other's Confidential Information only to perform under these Terms, protect it with at least reasonable care, and share it only with people and providers who need it and are bound by similar duties. Customer Data is your Confidential Information. Standard exceptions apply (public, already known, independently developed, lawfully received). Disclosure required by law is allowed, with prior notice where permitted.

12. Intellectual property and feedback

We and our licensors own the Service and Documentation. During your subscription or pilot, your Authorized Users may use the Service for your internal business purposes. We may use feedback you give without obligation.

13. Suspension

We may suspend all or part of the Service if there is a security risk, a material breach of Section 8, overdue payment under Section 6.5, or a legal requirement. We limit suspension to what is needed, give notice where we can and restore access once resolved. Automatic refusal of data under daily limits is not a suspension.

14. Term and termination

14.1 These Terms apply from acceptance until all your subscriptions, pilots and trials have ended and your Workspace is closed.

14.2 You can cancel any time (Section 6.4). To close your Workspace, contact support@onyxinsights.global.

14.3 We may terminate for a material breach not cured within 30 days of notice (immediately for serious breaches of Section 8 or where the law requires), or for convenience with at least 30 days' notice and a refund of prepaid fees for the unused period.

14.4 Data after termination follows Section 15 (Data retention). Before your subscription ends, you can export data through the Service's query features and APIs.

15. Data retention

15.1 Telemetry Data is kept for its retention period (7 days for trials, or your Plan's retention period), measured from each record's own timestamp, and is deleted within that retention window. After your subscription or pilot ends, we may stop accepting new Telemetry Data. Any data we do receive, and existing Telemetry Data, continue to expire on schedule. Revoke your ingest tokens to stop sending data.

15.2 Account and Workspace data (such as user profiles, settings, dashboards, alert rules, incidents and audit records) is deleted after your Workspace is closed, or earlier at your request.

15.3 After closure we keep no Customer Data, except records we must keep by law, such as billing and tax records, which we keep only as long as the law requires and use only for that purpose.

16. Warranties and disclaimers

For paid Plans, we warrant the Service will perform materially as described in the Documentation; if we cannot fix a failure in reasonable time, either party may end the affected subscription and we refund prepaid fees for the rest of the term. Otherwise the Service, including trials, pilots, AI Features and anything marked preview or beta, is provided "as is" and "as available". To the extent the law allows, we disclaim all other warranties, and we do not promise uninterrupted service, on-time alerts, accurate AI outputs, or that all data sent will be accepted or stored. The Service does not replace your own backups or safety-critical monitoring.

17. Limitation of liability

To the extent the law allows, neither party is liable for indirect, incidental, special, consequential or punitive damages, or lost profits, revenue or goodwill. Each party's total liability is capped at the amounts paid and payable to OnyxNexus for the Service in the 12 months before the claim, except that for a free pilot (a pilot with no fees) each party's total liability is capped at US$100. The limits do not apply to fees owed, indemnities, breach of confidentiality, your breach of Section 8, or liability that cannot be limited by law.

18. Indemnification

We defend you against third-party claims that the Service infringes their intellectual property, with the usual exclusions and our option to modify, license or end and refund. You defend us against third-party claims arising from Customer Data, your breach of Section 8 or your violation of law. The indemnified party gives prompt notice, control of the defense and reasonable cooperation.

19. Governing law and disputes

These Terms are governed by the laws of the Republic of Ghana. The courts of Accra, Ghana have exclusive jurisdiction over any dispute arising out of or relating to these Terms, and each party submits to their jurisdiction. Either party may seek urgent injunctive relief in any competent court. The UN Convention on Contracts for the International Sale of Goods does not apply.

20. Changes to these Terms

We may update these Terms. For material changes we give at least 30 days' notice by email to Workspace administrators or in the Service, unless the law requires sooner. If you do not agree, you can cancel before the change applies, and for a material adverse change during a prepaid term we refund the unused period. Changes do not override a signed order form during its term.

21. General

These Terms, our Privacy Policy and any order form are the entire agreement about the Service. Neither party may assign without consent, except to an affiliate or successor with notice. Neither party is liable for events beyond its reasonable control (other than payment). We send notices to administrators' email or in the Service; send legal notices to legal@onyxinsights.global. You will comply with export and sanctions laws. The parties are independent contractors, there are no third-party beneficiaries, unenforceable parts are severed, and not enforcing a term is not a waiver.

22. Contact

OnyxNexus Technologies Ltd, a private company limited by shares incorporated in Ghana, Reg. No. CS217011026, registered office Oyarifa, Accra, Ghana (GPS GM-196-1826), operating under licence from Onyx Technologies Group LLC, Delaware, United States (licensor). You contract with OnyxNexus Technologies Ltd.

• Legal notices: legal@onyxinsights.global
• Support, billing, account closure and security reports: support@onyxinsights.global
• Privacy and data requests: privacy@onyxinsights.global
• Website: https://onyxinsights.global