Terms of Service

Last Updated: January 9, 2026

1. Acceptance of Terms

By accessing and using Martech Monitoring services, you agree to be bound by these Terms of Service. If you do not agree to these terms, please do not use our services.

2. Description of Service

Martech Monitoring provides automated monitoring services for Salesforce Marketing Cloud instances, including but not limited to:

• Automation and journey monitoring
• Data extension health tracking
• Bounce rate monitoring
• Email alerts and notifications
• Usage analytics and reporting

3. User Accounts

You are responsible for:

• Maintaining the confidentiality of your account credentials
• All activities that occur under your account
• Ensuring your Salesforce Marketing Cloud API credentials are valid and current
• Notifying us immediately of any unauthorized use

4. Subscription Plans and Billing

We offer multiple subscription tiers (Free, Starter, Growth, Enterprise) with varying features and limits.

4.1 Payment Terms

By subscribing to a paid plan, you agree to:

• Pay all fees associated with your chosen plan (monthly or annual billing)
• Provide accurate and current billing information
• Authorize automatic charges to your payment method on each billing cycle
• Update your payment information promptly if it changes

Payments are processed securely through Stripe. We do not store your full credit card information.

4.2 Automatic Renewal

Your subscription will automatically renew at the end of each billing period (monthly or annually) unless you cancel before the renewal date. You will be charged the then-current rate for your plan.

4.3 Cancellation Policy

You may cancel your subscription at any time through your account settings or by contacting us. Cancellations are effective at the end of your current billing period. You will retain access to paid features until the end of your billing period.

• No partial refunds: We do not provide prorated refunds for mid-cycle cancellations
• After cancellation: Your account will automatically downgrade to the Free plan, and configs exceeding Free limits will be disabled
• Data retention: After downgrade, monitoring data will be retained according to the Free plan retention period (7 days)

4.4 Refund Policy

• Service Issues: If our service experiences significant downtime or failures due to our fault, we may provide prorated credits at our discretion
• Billing Errors: If you are incorrectly charged, we will refund the erroneous charge within 30 days
• Satisfaction Guarantee: New customers may request a full refund within 7 days of their first paid subscription
• No Refunds: We do not provide refunds for mid-cycle cancellations, unused services, or change of mind after the 7-day window

4.5 Failed Payments

If a payment fails, we will:

• Notify you immediately via email
• Provide a 7-day grace period to update your payment method
• Retry the payment up to 3 times during the grace period
• Automatically downgrade your account to Free if payment is not received within 7 days

4.6 Plan Changes

• Upgrades: Take effect immediately, and you will be charged a prorated amount for the remainder of your billing cycle
• Downgrades: Take effect at the end of your current billing cycle

5. Usage Limits

Each subscription plan has specific limits including:

• Number of monitored objects
• Number of SFMC accounts
• Check frequency
• Data retention period

Exceeding these limits may result in service interruption or additional charges.

6. Service Level Agreement (SLA)

We strive to provide reliable service with the following commitments:

6.1 Uptime Guarantee

• Target Uptime: 99.5% uptime per month (excluding scheduled maintenance)
• Scheduled Maintenance: Announced at least 48 hours in advance, typically performed during off-peak hours
• Emergency Maintenance: May be performed without notice if necessary to protect the security or integrity of the service

6.2 Monitoring Frequency

Monitoring checks will be performed according to your plan's check frequency:

• Free: Daily (every 24 hours)
• Starter: Hourly
• Growth: Hourly
• Enterprise: Every 15 minutes

Actual check times may vary by up to 10% due to system load and queuing.

6.3 Support Response Times

• Free Plan: Best effort support via email (48-72 hour response time)
• Paid Plans: Email support within 24 business hours
• Enterprise Plan: Priority support within 4 business hours

6.4 Service Credits

If we fail to meet the 99.5% uptime guarantee, you may be eligible for service credits:

• 99.0% - 99.5% uptime: 10% monthly fee credit
• 98.0% - 99.0% uptime: 25% monthly fee credit
• Below 98.0% uptime: 50% monthly fee credit

Credits must be requested within 30 days of the incident. Credits are not available for Free plan users.

7. Acceptable Use

You agree not to:

• Use the service for any illegal purpose
• Attempt to gain unauthorized access to our systems
• Interfere with or disrupt the service
• Share your account credentials with others
• Reverse engineer or attempt to extract source code

7. Data and Privacy

We collect and process data as described in our Privacy Policy. You grant us permission to access your Salesforce Marketing Cloud instance solely for the purpose of providing monitoring services.

8. Service Availability

While we strive for 99.9% uptime, we do not guarantee uninterrupted service. We are not liable for:

• Service interruptions due to maintenance
• Third-party service failures (including Salesforce)
• Internet connectivity issues
• Force majeure events

10. Limitation of Liability

TO THE MAXIMUM EXTENT PERMITTED BY LAW, MARTECH MONITORING SHALL NOT BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, INCLUDING LOST PROFITS, DATA LOSS, OR BUSINESS INTERRUPTION.

Our total liability shall not exceed the amount you paid us in the 12 months preceding the claim.

10. Intellectual Property

All content, features, and functionality of our service are owned by Martech Monitoring and are protected by copyright, trademark, and other intellectual property laws.

11. Termination

We reserve the right to suspend or terminate your account if you:

• Violate these Terms of Service
• Fail to pay fees when due
• Engage in fraudulent activity

You may cancel your subscription at any time through your account settings.

12. Changes to Terms

We may modify these Terms of Service at any time. We will notify you of material changes via email or through the service. Continued use after changes constitutes acceptance.

14. Governing Law

These Terms shall be governed by and construed in accordance with the laws of the United States, without regard to conflict of law provisions.

15. Contact

For questions about these Terms of Service, contact us at:

Email: sales@martechmonitoring.com