Terms & Conditions

Our Terms & Conditions were last updated on 05th of March, 2023

TrackMe Limited IT Software Terms and Conditions

Please read these terms and conditions carefully before using our TrackMe for Splunk Enterprise and Splunk Cloud software.

By using our software, you agree to be bound by these terms and conditions.

1. Buying TrackMe licenses via resellers

You can buy TrackMe licenses directly, or if needed via a third party reseller. When buying licenses through a third party reseller, an extra 10% is added to the pricing per year. Pricing are shown per year in direct sale and per year with third party reseller pricing.

You can request pricing details by contacting us at contact@trackme-solutions.com or by requesting pricing on our website at https://trackme-solutions.com/purchase

2. License Types & Restrictions

License Types:

We offer two types of licenses: Enterprise and Unlimited licenses. A license is valid for a period of one year, starting from the day it is generated and made available to you. Enterprise and Unlimited plans:

License restrictions for the Enterprise and Unlimited plans apply to a single logical deployment of TrackMe, which means running the application in a single Production environment composed with a standalone Splunk Search Head, or a Search Head Cluster with any number of nodes. Enterprise Edition and Unlimited Edition customers can leverage the Splunk Remote capabilities to manage multi-environment context; these capabilities come with no restrictions with the Unlimited Edition and some restrictions with the Enterprise Edition. Unlimited deployments plan:

If you wish to have an unlimited number of deployments of TrackMe in terms of environments, the Unlimited Deployment plans allows deploying TrackMe with no restrictions in features and no restrictions in terms of the number of independent installations of TrackMe across your environments. With the Unlimited Deployment Edition, you can therefore deploy as many installations of TrackMe as your company needs with zero restrictions. Unlimited Edition plan versus Unlimited Deployments plan:

The difference between the Unlimited Edition plan and the Unlimited Deployments plan is that in the case of the Unlimited Edition plan, this license can be used in a single environment, while in the case of the Unlimited Deployments plan, your organisation is entitled to deploy and use TrackMe in any number of Production environments under the control of your organisation, with no restrictions. Non Production environments:

We do not charge for non Production environments. You are free to register the same license in any number of non Production environments, we can also on demand provide non Production licenses for customers under subscription, or you can enable the developer mode.

TrackMe Enterprise Edition:

  • Up to 6 Virtual Tenants limited

  • Up to 8 remote deployments

  • Splunk feeds tracking

  • Up to 16 Hybrid Trackers

  • Unlimited Elastic trackers

  • Machine Learning Outliers detection for all components

  • Splunk Workload

  • Common Information Model compliance tracking (16 trackers)

  • Flex Object Tracking (32 trackers)

  • Premium support (24 hours SLA, 8.am to 8.pm UK time)

TrackMe Unlimited Edition:

  • Unlimited number of Virtual Tenants

  • Unlimited remote deployments

  • Splunk feeds tracking

  • Unlimited number of Hybrid Trackers

  • Unlimited Elastic trackers

  • Machine Learning Outliers detection for all components

  • Splunk Workload

  • Common Information Model compliance tracking

  • Flex Object Tracking

  • Premium support (24 hours SLA, 8h AM to 8h PM UK time)

TrackMe Community Edition:

  • 2 Virtual Tenants limited

  • 1 remote Splunk deployment limited

  • Splunk feeds tracking

  • 2 Trackers per component (6 total)

  • Unlimited Elastic trackers

  • Machine Learning Outliers detection (Splunk feeds)

  • Best effort support, with no warranty

3. Support

We offer support for features and behaviors which relate directly to the usage of TrackMe for Splunk Cloud and Splunk Enterprise. Issues related to Splunk products or any other third-party applications are not covered by our support agreement. Prioritized support is included for customers with a valid TrackMe Enterprise or Unlimited subscription.

Support is available by email with a Service Level Agreement (SLA) of 24 hours for a support request to be taken in charge, from Monday to Friday, 8 am to 8 pm UK time. If the support case requires it, we will propose a virtual support meeting through our Zoom meeting services, or your own meeting tools if required. If you have specific needs or requirements that are not covered by our product, we will prioritize developments if you are a customer under active subscription.

Contacting TrackMe support:

  • Customers with a valid TrackMe Enterprise or Unlimited subscription can contact us at support@trackme-solutions.com

  • If the support case requires it, we will propose a virtual support meeting through our Zoom meeting services, or your own meeting tools depending on your preferences

Prioritized developments:

  • If you have specific needs or requirements that are not covered by our product, we will prioritize developments if you are a customer under active subscription.

  • The company remains the sole owner of the developments and the intellectual property of the developments made for the product.

  • We also reserve the right not to implement a feature if it is not in line with our product roadmap or if it is not technically feasible, althrough we will always do our best to meet your requirements.

4. License Subscription Renewal and Expiration

If you wish not to renew your TrackMe Enterprise or Unlimited Edition license, TrackMe will automatically return to the free Community Edition mode, and components out of the scope of the Free Limited Edition mode will automatically be disabled.

We will contact you automatically prior to the end of your current license subscription.

If you renew your subscription, your license will be extended accordingly.

5. Changes to Terms and Conditions

We, TrackMe Limited, reserve the right to modify, amend, or update these Terms and Conditions at any time and for any reason without prior notice. Such modifications, amendments, or updates will be effective immediately upon posting on our website.

To ensure transparency and keep our customers fully informed of any changes that may affect their use of the TrackMe software for Splunk Enterprise and Splunk Cloud, we commit to sending an automated notification of any such changes to the designated point of contact for each customer. This notification will be sent to the email address on file with us for such communications.

Customers are encouraged to periodically review the most current version of the Terms and Conditions, which will always be available on our website. Continued use of the TrackMe software after any changes to the Terms and Conditions signifies acceptance of those changes. It is the responsibility of the customer to update their designated point of contact and corresponding email address as necessary to ensure that notifications of changes are received in a timely manner.

If you disagree with the revised Terms and Conditions, you have the right to terminate your use of the TrackMe software.

6. Payments

The license can be activated in your Splunk environment at any time, with or without online verification through Cryptolens Licensing API.

For more details and technical information about the Cyrptolens API service and our registration process, please consult the following documentation: https://docs.trackme-solutions.com/latest/license_registration.html

We provide a license key which requires online verification through Cryptolens Licensing API, and a license file which allows offline registration for Splunk environments with no outside communications capabilities.

We accept payments by bank transfer once we issue a tax invoice (U.K. national and international IBAN, payments can be processed in USD, GBP AND EUR currencies).

7. Delivery

After you agree to our terms of service and accept our quotation, we will issue an invoice through our billing system. Once the invoice is generated, we will provide you with the TrackMe license key and license file via our licensing services.

The TrackMe Enterprise or TrackMe Unlimited license key and license key file which allows offline registration is provided by electronic means, we will also deliver the license through our DocuSign service to eletronically sign the delivery.

9. Termination and Refund Policy

Our Subscription Termination Policy is designed to ensure clear communication and procedures for the termination of your TrackMe subscription. This policy outlines the conditions under which subscriptions may be terminated and clarifies our stance on refunds.

Termination by the User:

Subscribers may decide not to renew their subscription at any point without the need for formal termination, given that TrackMe does not automatically renew subscriptions. Should you wish to discontinue your use of TrackMe before the end of your current subscription period, we request that you notify us in writing at contact@trackme-solutions.com. While early termination does not entitle the subscriber to a refund for the remaining portion of the subscription, it ensures that our records are up-to-date, and we can cease any renewal reminders.

No Refund Policy:

In alignment with our commitment to transparency and the digital nature of our software licenses, TrackMe maintains a no refund policy. Once a license is issued and activated, we cannot offer refunds. We encourage customers to thoroughly evaluate our software through available trials or developer modes before making a purchase. Our team is available to address any questions or concerns you might have prior to purchasing.

Termination by TrackMe Limited:

TrackMe Limited reserves the right to terminate a subscription if there are grounds such as non-compliance with our Terms and Conditions, misuse of the software, or failure to comply with payment terms. Such termination will be communicated in writing, and the subscription will be deactivated immediately. In cases of termination by TrackMe Limited for cause, no refund will be provided.

Subscription Expiration:

If you choose not to renew your subscription, it will expire at the end of the current billing cycle. Upon expiration, access to the Full Registered Edition features will be suspended, and the software will revert to the Free Limited Edition mode, where applicable.

Policy Changes:

TrackMe Limited reserves the right to modify this Termination and Refund Policy at any time. Customers will be notified of significant changes through direct communication or via updates on our website.

We value our relationship with our customers and aim to provide clear and fair policies. If you have any questions or need further clarification regarding our Subscription Termination Policy, please do not hesitate to contact us at contact@trackme-solutions.com.”

This revised section ensures consistency with the operational practices mentioned earlier, emphasizing user control over subscription management and the company’s no refund policy. It provides clear instructions for both users and the company regarding subscription termination and outlines the conditions under which these actions can take place.