Contact us

Legal

Terms of Service

Last updated 8 September 2026.

1. Who we are and acceptance of these terms

ntail is operated by Factual Tech AB, a company registered in Sweden (registration number 559383-6439, VAT SE559383643901), registered address Bollmora Allé 9, 135 39 Tyresö, Sweden ("ntail", "we", "us"). See our imprint for full registration details.

These Terms of Service ("Terms") govern access to and use of the ntail platform (the "Service") by any organisation or individual that signs an order form with us or otherwise uses the Service ("Customer", "you"). By accessing or using the Service you agree to these Terms. Where a signed order form or separate written agreement conflicts with these Terms, the signed agreement controls.

2. The Service

ntail is a fully managed, serverless streaming data platform that exposes an interface compatible with the Kafka protocol, so it works with the producers, consumers and tooling you already use. We are responsible for operating, scaling and maintaining the infrastructure behind the Service; you are responsible for the applications, data and configuration you run against it.

Apache Kafka® is a registered trademark of the Apache Software Foundation. ntail is not affiliated with, endorsed by, or sponsored by the Apache Software Foundation.

We may update, improve or change features of the Service over time. We will not materially reduce the core functionality of a paid Service without reasonable notice.

3. Accounts and your responsibilities

  • You must provide accurate account, billing and contact information and keep it up to date.
  • You are responsible for safeguarding any credentials, API keys or access tokens issued to you, and for all activity under your account.
  • You are responsible for the lawfulness of the data you send through the Service, for configuring appropriate access controls, retention and encryption for your use case, and for complying with any law that applies to your use of the Service, including where you process personal data of your own end users.

4. Acceptable use

You may not use the Service, and may not permit anyone else to use the Service, to:

  • transmit, store or process content that is illegal, infringes a third party's intellectual property or other rights, or violates applicable law;
  • distribute malware, or use the Service as part of an attack on any other system;
  • attempt to probe, scan, penetration-test or breach the security of the Service or any other customer's environment without our prior written authorisation;
  • reverse-engineer, decompile or attempt to derive the source code or underlying implementation of the Service, except to the extent such restriction is prohibited by applicable law;
  • resell, sublicense or provide the Service to third parties as a standalone service without our prior written agreement;
  • generate abnormal or automated load intended to disrupt shared infrastructure, degrade the Service for other customers, or circumvent metering, rate limits or billing; or
  • send special-category or otherwise sensitive personal data through the Service without appropriate safeguards and a lawful basis for doing so.

If we reasonably believe your use of the Service breaches this section or otherwise poses a risk to the Service, other customers, or third parties, we may suspend the affected account or workload. Where reasonably possible, we will give notice before or promptly after suspension and work with you to resolve the issue.

5. Service Level Agreement

We target 99.99% monthly uptime for production clusters ("SLA"). "Downtime" means any period, measured in whole minutes, during which your cluster is unable to accept or serve traffic due to a fault on our side of the Service.

Downtime does not include, and no credit is owed for: scheduled maintenance we announce in advance; force majeure events outside our reasonable control; issues caused by your applications, configuration, credentials, or network; or issues in third-party services you connect to the Service.

If actual uptime in a calendar month falls below 99.99%, you may claim a service credit equal to 5% of that month's invoice for the affected service per full hour of Downtime beyond the SLA threshold, up to the combined cap described in section 6. Credits are applied to a future invoice and are your sole and exclusive remedy for a failure to meet the SLA. To claim a credit, contact us in writing within 30 days of the end of the month in which the Downtime occurred, with enough detail for us to verify the claim.

6. Data loss remedy

If customer data stored on the Service is lost due to our fault, the loss is significant — meaning it affects a material portion of your stored data or topics, rather than isolated records or a minor, immaterial gap — and we cannot restore the lost data within 7 working days of the incident being reported to us or identified by us, you may claim a service credit of up to 50% of that month's invoice for the affected service, using the same claim process as section 5.

This remedy does not cover: loss of individual messages or small partial gaps that do not materially affect your use of the Service; data deleted, expired under your own retention settings, or otherwise lost as a result of your own action, inaction or misconfiguration; or data you have not requested us to retain.

Combined cap. Service credits under section 5 (SLA) and this section 6 (data loss) relate to the same underlying commitment and, taken together, may never exceed 50% of the invoice for the affected service in the billing period in which the incident occurred.

7. Fees and billing

Fees are set out on our pricing page or in your order form. The Service is billed per started hour of use and invoiced monthly in arrears; there is no minimum commitment or reserved capacity beyond what is stated in your order form. Late or failed payment may result in suspension of the Service after notice.

8. Data protection

For personal data you provide us directly (account, billing and contact data), we act as controller under the terms of our privacy policy. For personal data you or your applications send through your own clusters, we act only as a processor on your documented instructions, under the terms of our data processing addendum, which forms part of these Terms.

9. Notices under the Digital Services Act

Where the EU Digital Services Act applies to our provision of the Service, the following applies:

  • Point of contact. For legal and authority requests, and for reporting illegal content transmitted through the Service, contact info@ntail.io.
  • Notice-and-action. Anyone may notify us of content transmitted or stored via the Service that they believe is illegal. We will assess such notices and, where warranted, take action consistent with these Terms and applicable law, and will inform the notifying party of our decision.
  • Terms transparency. These Terms, including our acceptable use policy and suspension process, are published here in plain language and apply equally to all customers.
  • Statement of reasons. Where we suspend or terminate an account for a breach of these Terms, we will, where legally permitted, provide a statement of the reasons for that action.

10. Intellectual property

We and our licensors own all right, title and interest in the Service, including its software, infrastructure and documentation. You retain all right, title and interest in the data you send through the Service. Nothing in these Terms transfers ownership of either party's intellectual property to the other, beyond the limited rights needed to provide and use the Service.

11. Limitation of liability

To the maximum extent permitted by law, neither party is liable to the other for indirect, incidental, special, consequential or punitive damages, or for loss of profits, revenue or data, arising out of or relating to these Terms or the Service.

Except for the carve-outs below, each party's total liability arising out of or relating to these Terms is limited to the fees paid or payable by Customer for the Service in the 12 months preceding the event giving rise to the claim. This limitation does not apply to: a party's gross negligence or wilful misconduct; a party's breach of confidentiality obligations; infringement of the other party's intellectual property rights; a party's indemnification obligations under section 12; or either party's obligations under our data processing addendum, to the extent such obligations cannot lawfully be limited.

12. Indemnification

You agree to indemnify and hold us harmless from any third-party claim, and associated reasonable costs, arising from your use of the Service in breach of section 4 (Acceptable use) or from data you transmit through the Service in violation of applicable law or a third party's rights.

13. Term, suspension and termination

These Terms apply for as long as you have an active account. Either party may terminate for the other party's uncured material breach, including non-payment, following written notice and a reasonable opportunity to cure. We may also suspend or terminate an account for the reasons described in section 4. Either party may terminate for convenience with the notice period stated in the applicable order form, or 30 days if none is stated.

On termination, we will make your data available for export for a reasonable period (at least 30 days, unless applicable law requires earlier deletion), after which it will be deleted in accordance with our standard retention practices.

14. Governing law and disputes

These Terms are governed by the laws of Sweden, without regard to its conflict-of-laws principles. Any dispute arising out of or relating to these Terms is subject to the exclusive jurisdiction of the courts of Sweden.

15. Changes to these Terms

We may update these Terms from time to time, and will update the date at the top of this page when we do. For material changes affecting existing customers, we will also reach out directly and give reasonable notice before the changes take effect.

16. Contact

Questions about these Terms: info@ntail.io, or see our imprint for our full registered details.