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Last Updated: January 2018

Terms of Use Privacy Policy

SaaS Service Level Agreement



  1. Scope
    • Subject to Customer’s compliance with these Terms and any applicable purchase order entered into between Customer and Loom (together, the "Agreement"), Loom grants to Customer a limited right to access and use Loom's software and know-how that has the ability to conduct searches on vast quantities of data in order to detect and highlight anomalies (the "Server Software") during the term of this Agreement, solely for Customer's internal use. Use of Software for any other purpose shall require Loom's prior written consent and shall be subject to such terms (including pricing) to be separately agreed.
    • The purchase order entered into between Customer and Loom (the "PO") may provide for: (i) the Server Software to be installed on Customer's servers, either on a cloud vending service or on Customer's premises (the "On-Prem Service"), or (ii) for the Server Software to be made available to Customer through Loom's cloud vending service (the "Platform Service", and together with the On-Prem Service, the "Loom Service"). The PO sets forth whether the Loom Service may be accessed by Customer: (i) through a web interface using the Account (as defined below), or (ii) through Loom's client side application (the "Client Side Software" and together with the Server Software, the "Software") licensed under the EULA (as defined below).
    • If the PO so provides, Loom will provide Customer with the Software (or a portion thereof), to be installed in accordance with the limitations provided under the PO and licensed to the Customer under the following terms (the "EULA"): Subject to the terms and conditions of this Agreement, including payment of fees specified in the PO, Loom grants Licensee a nonexclusive, limited, non-transferable, non-sublicensable and revocable license, during the Term, to (i) utilize the Software on Licensee's systems solely for internal use within Licensee's facilities, subject to the limitations of the license; and (ii) to make one (1) copy of the Software for archival and backup purpose (the "License"). Licensee has no right to receive, use or examine any source code or design documentation relating to the Software.
    • If the PO so provides, Loom will provide the Customer with the Platform Service and Customer will be required to register a web account, by creating a username and a password (the "Account" and the "Account Information", respectively). Loom shall deliver the applicable login instructions to the email address specified by Customer. Any registration information that Customer provides to Loom must be accurate, current and complete. Customer shall be solely responsible for maintaining the confidentiality of its Account Information, and for anything that happens through its Account, whether or not such actions were taken by Customer or by any third parties. Loom shall store and use the Account Information in accordance with Loom’s privacy policy which may be found at Loom's website, as shall be updated from time-to-time.
  2. Terms of Use
    • To the extent Loom makes any software available to Customer for use in conjunction with the Loom Service, Customer acknowledges that such software is licensed under the terms hereof, except that such software may include third party software (the "Third Party Software"), which is licensed under the terms provided therewith.
    • If Customer designates any of its customers as authorized users of Loom Services, Customer will be responsible for their use of the Loom Services. Accordingly, Customer must enter into valid, binding agreements with its customers that require them to comply with the applicable terms of this Agreement, including any conditions or restrictions with respect to use of, or access to, the Loom Services. For the avoidance of doubt, Customer's customers are not parties to, or third party beneficiaries of, this Agreement.
    • Loom shall make commercially reasonable efforts to ensure that the Platform Service will be accessible and functional on a continuous basis, with the exception of scheduled maintenance periods, in accordance with the SLA available at https://www.loomsystems.com/sla-saas. If the Loom Service is provided on an On-Prem Service basis, the accessibility and functionality of the Loom Service shall be Customer's responsibility and Loom shall have no liability towards Customer for Service Availability.
    • Customer may not use the Loom Services in a manner that (i) infringes or violates or assists others to infringe or violate the intellectual property rights or proprietary rights, rights of publicity or privacy, or other rights of any third party; (ii) violates any law, statute, ordinance or regulation; (iii) is harmful, fraudulent, deceptive, threatening, abusive, harassing, tortious, defamatory, vulgar, obscene, libelous, or otherwise objectionable, as determined by Loom; (iv) involves commercial activities and/or sales without Loom’s prior written consent such as contests, sweepstakes, barter, advertising, or pyramid schemes; (v) impersonates any person or entity, including without limitation any employee or representative of Loom; (vi) introduces a virus, trojan horse, worm, time bomb, or other harmful computer code, file, or program to Loom's or its customers' systems; (vii) engage in activities that violate Loom's Privacy Policy; (viii) libel, ridicule, defame, mock, stalk, intimidate, threaten, harass, or abuse anyone, hatefully, racially, ethnically or in any other manner; (ix) to create false personas, multiple identities, multiple user accounts, set up an account on behalf of someone other than yourself, use bots or other automated software programs to defraud or which otherwise violate this Agreement and/or the terms of service of any third-party applications; or (x) interfere with the ability of others to enjoy using the Loom Services, including disruption, overburden or aid the disruption or overburdening of the Loom Services’ servers, or take actions that interfere with or materially increase the cost to provide the Loom Services for the enjoyment of all its users.
    • Customer is responsible for all of activity on the Account in connection with the Loom Services. Any fraudulent, abusive, or otherwise illegal activity may be grounds for termination of Customer's right to access or use the Loom Services. Customer may not post or transmit, or cause to be posted or transmitted, any communication or solicitation designed or intended to obtain password, account, or private information from any Loom user. Use of the Customer Services to violate the security of any computer network, crack passwords or security encryption codes, transfer or store illegal material (including material that may be considered threatening or obscene), or engage in any kind of illegal activity is expressly prohibited. Customer will not run Maillist, Listserv, any form of auto-responder, or “spam” on the Loom Services, or any processes that run or are activated while Customer is not logged on to the Loom Services, or that otherwise interfere with the proper working of or place an unreasonable load on the Loom Services’ infrastructure.
  3. Customer Data
    • Customer will be solely responsible for uploading any data for the use of the Loom Services (any such data uploaded by Customer and/or by Customer's employees shall be referred to herein as “Customer Data”). Loom may make certain third party software tools for use in uploading Customer Data. Customer is solely responsible for its use of any and all third party software and licenses. Loom will use and retain Customer Data in accordance with its privacy policy available at https://www.loomsystems.com/privacy-policy1.
    • Loom has no obligation to monitor any content uploaded to the Loom Service. Nonetheless, if Loom deems such action necessary, Loom may: (i) remove Customer Data from the Loom Service; and (ii) suspend Customer's access to the Loom Services. Loom will use reasonable commercial efforts to alert Customer of such action and give Customer a reasonable opportunity to cure Customer's breach, however if Loom determines in its sole discretion that Customer's actions endanger the operation of the Loom Service or of other users of Loom, Loom may suspend Customer access immediately without notice. Customer will continue to be charged for the Loom Service during any suspension period. Loom has no liability to Customer for removing or deleting Customer Data from or suspending Customer's access to any Loom Service as described in this Section 3.2.
  4. Customer Representations. Customer represents and warrants to Loom that Customer possesses all rights required to lawfully provide Customer Data to Loom and allow Loom to provide the Loom Service in connection therewith, and further warrants and represents that the Customer Data and the display, access to and/or use of Customer Data does not infringe upon, misappropriate, or otherwise violate any intellectual property, proprietary, privacy or other rights of any third parties. Without derogating from any of Loom's rights and remedies under this Agreement and/or under law, Loom will be entitled, at its sole discretion, to immediately discontinue the Loom Service or any part thereof in the event of any alleged infringement, misappropriation or violation of any rights of any third parties in connection with Customer Data. Loom assumes no responsibility or liability for Customer Data, and Customer shall be solely responsible for Customer Data and the consequences of using, disclosing, storing, or transmitting it.
  5. Retention of Title
    • All materials, including but not limited to any computer software (in object code and source code form, but with the exception of Customer Data), data or information employed by Loom pursuant to this Agreement, and any know-how, methodologies, equipment, or processes used by Loom to provide the Loom Service, including without limitation all patent, copyright, trade secret and any other proprietary rights therein, are and shall remain the sole and exclusive property of Loom.
    • Customer Data, including without limitation all patent, copyright, trade secret and any other proprietary rights therein, is and shall remain Customer's sole and exclusive property. Customer hereby grants Loom a non-exclusive, worldwide, perpetual, irrevocable, royalty-free and fully sublicensable right (including any moral rights) and license to install, store, host, display, collect, use, copy, store, transmit, modify, create derivative works of and otherwise use Customer Data as necessary for performance of the Loom Services.
    • Further, it is hereby agreed that any and all inventions, developments, source codes, improvements, mask works, trade secrets, modifications, discoveries, concepts, ideas and/or designs, including any derivative works (irrespective of any support and/or assistance Loom may receive, will receive or has received from any third party), modifications and any proprietary information, which are invented, made, developed, discovered, conceived or created, in whole or in part, independently by Loom, or jointly with others, in connection to the Loom Service and/or any other confidential or proprietary information of Loom or which was provided by Loom to Customer, shall be the sole and exclusive property of Loom.
    • Customer agrees that Loom may collect and retain general, aggregated, non-personally identifiable information regarding data about Customer’s usage of the Loom Service, and use such information for statistical purposes and to improve its products. In addition, any feedback, suggestions, ideas or other inputs that Customer provides to Loom in connection with Loom Service, may be freely used by Loom to improve or enhance its products and, accordingly, all rights to such improvements and/or enhancements, howsoever arising, including as a result of any ideas, inputs or information provided by Customer as aforesaid, shall vest solely with Loom.
  6. Restrictions on Use
    • Customer’s use of the Loom Service is limited to that specifically and explicitly permitted in this Agreement. Customer will not, and will not allow, permit or assist any third party: (i) to reverse engineer, decompose, disassemble, re-engineer, or attempt to discover any source code or underlying ideas or algorithms of the Loom Service; (ii) provide, lease, rent, lend, sub-license, assign, delegate, or otherwise transfer or use or allow others to transfer or use the Loom Service for the benefit of any third party; and (iii) modify, enhance or otherwise change the Loom Service without Loom’s prior written consent.
    • In the event that Customer’s use of the Loom Services exceeds Loom's fair use limitations set forth below, which may be changed by Loom from time to time in its sole discretion, Loom shall notify Customer of such in writing via the contact details provided by Customer while purchasing the Loom Services. In the event no response to such notice is received by Customer within three (3) business days, Loom may, in its sole discretion, suspend the Loom Services until such time as Loom is convinced that Customer’s use of the Services, when resumed, shall remain within Loom's fair use limitations, or until a mutual arrangement is reached between you and Loom as to additional to be paid to Loom for the excessive use of the Loom Services.

Fair use limitations:

Number of Authorized Users

Acceptable Data Volume

Number of Monitored Instances


Up to 1 TB per calendar month

Up to 50

Up to 3    

Up to 5 TB per calendar month

Up to 100

Up to 10

Up to 20 TB per calendar month

Up to 200




  1. Customer acknowledges and agrees that the Loom Service was developed at considerable time and expense by Loom and contains valuable trade secrets and confidential information of Loom. Accordingly, Customer agrees to maintain the confidentiality of any proprietary information received by Customer during, or prior to entering into, this Agreement, including, without limitation, the Loom Service and any know-how disclosed by Loom, trade secrets and other proprietary information, that Customer knows or should know is confidential or proprietary based on the circumstances surrounding the disclosure, including, without limitation, non-public technical and business information and all other information obtained during the use of the Loom Service as permitted hereunder (the "Confidential Information"). The restrictions herein shall not apply to the extent that such information is in the public domain or hereafter falls into the public domain through no fault of Customer. Customer agrees not to use said Confidential Information for any purpose except as necessary to fulfill Customer's obligations and exercise Customer's rights under this Agreement. Customer shall protect the secrecy of and avoid disclosure and unauthorized use of Loom's Confidential Information to the same degree that Customer takes to protect Customer's own confidential information and in no event less than reasonable care. All Confidential Information and any derivatives thereof are and shall remain the exclusive property of Loom. No license or other rights to Confidential Information is granted or implied hereby to have been granted to Customer.
  2. Term and Termination
    • The rights granted under this Agreement shall be in effect from the date Customer first accesses the Loom Service and shall remain in effect until Customer ceases to use the Loom Service in accordance with the terms of Section 8.2 below, unless earlier terminated in accordance with the terms herein.
    • Either party may terminate this Agreement at any time upon written notice to the other party. Customer may terminate this Agreement by ceasing to use the Loom Service and deleting the Account, provided that no refund of any pre-paid fees shall be provided for such termination.
    • Loom may terminate this Agreement immediately upon written notice to Customer if Customer has materially breached this Agreement.
    • Upon expiration or termination of this Agreement, Customer shall cease all use of the Loom Service and destroy all copies of the Confidential Information within Customer's possession, custody or control of Customer, Customer's authorized users and Customer's organization. Upon termination all rights and obligations pursuant to this Agreement including the licenses shall immediately terminate, except for any provisions of this Agreement that are intended by their nature to survive termination, including, without limitation, Sections 3 ("Customer Representations"), 4 (“Retention of Title/IP Rights”), 5 (“Restriction on Use”), 6 (“Confidentiality”), 7 (“Term and Termination”), 8 (“Warranties”), 9 (“Liability”), 10 ("Indemnification") and 11 ("Miscellaneous") hereunder, which shall survive the expiration or termination of this Agreement.
    • Termination of this Agreement under this Section 7 shall be in addition to, and not a waiver of, any remedy at law or in equity available to Loom arising from Customer’s breach of this Agreement or any agreement relating to the Loom Service.
  3. Warranties. Customer expressly acknowledges and agrees that Loom is not providing any warranty or guarantee with respect to the Loom Service and that the use of the Loom Service is at customer’s sole risk and that the entire risk as to title, non-infringement, quiet enjoyment, satisfactory quality, performance and accuracy is with customer. Accordingly, to the maximum extent permitted by applicable law, the Loom Service and any information provided under this agreement are provided “as is” and loom and its affiliates hereby disclaim all warranties and conditions, either express, implied or statutory, including without limitation, any (if any) implied warranties or conditions of merchantability, fitness for a particular purpose, lack of viruses, title, non-infringement, quiet enjoyment or that the Loom Service will perform error-free or uninterrupted.
  4. Liability
    • Loom strives to keep Loom Service secure, but cannot guarantee that it will always be successful at doing so, given the nature of the Internet. Accordingly Loom will have no liability to Customer for any unauthorized access, copying or use of the Customer Data, or any resulting corruption, deletion, destruction or loss thereof; provided that Loom agrees that it will maintain administrative, physical, and technical safeguards for protection of the security, confidentiality and integrity of Customer Data and those safeguards will include, but will not be limited to, measures for preventing unauthorized access, use, modification or disclosure of the Customer Data by Loom personnel. Without derogating from the foregoing and from any other term of this Agreement, in no event shall Loom be liable for anything in connection with Customer Data, until Customer Data has actually been received by Loom and stored in Loom's servers.
    • In no event shall Loom or anyone on its behalf be liable for any indirect, consequential, incidental, special or punitive damages of any kind, including without limitation damages for loss of business or profits, business interruption, loss of business information or loss or damages to goodwill, in connection with this agreement regardless of the cause and whether arising in contract (including fundamental breach), tort (including negligence), or otherwise, even if loom has been advised of the possibility of such damages or loss. Notwithstanding anything to the contrary herein, under no circumstances will Loom’s total and aggregate liability to Customer from all causes of action of any kind, including without limitation contract, tort, negligence, strict liability, breach of warranty, or otherwise, arising out of or related to this agreement, exceed the sum paid by Customer TO Loom under the applicable Purchase Order.
  5. Indemnification. Customer agrees to defend, indemnify and hold harmless Loom, its affiliates and their respective directors, officers, employees and agents from and against any and all claims, actions, suits or proceedings, as well as any and all losses, liabilities, damages, costs and expenses (including reasonable attorneys fees) arising out of or accruing from (a) Customer's use of the Loom Service, (b) any representations and warranties made by the Customer hereunder, being incorrect or misleading, and (c) any non-compliance by Customer with this Agreement.
  6. Miscellaneous
    • This Agreement is governed by the laws of Israel, without application of its principles of conflicts of law. The Parties irrevocably consent to the exclusive jurisdiction of the competent courts in Tel Aviv, Israel, to adjudicate all disputes arising from or related to this Agreement to the exclusion of the jurisdiction of any other court; however, Loom shall retain the right to institute proceedings, including interlocutory and/or injunctive relief, in any other territory.
    • Loom may assign this Agreement without notice to Customer. Customer shall not assign this Agreement or Customer's rights hereunder without the prior written consent of Loom (such consent may be withheld or conditioned at Loom's sole discretion) and any assignment without Loom's prior written consent shall be null and void and of no effect. Loom may perform all obligations to be performed under this Agreement directly or may have some or all obligations performed by its affiliates, contractors or subcontractors.
    • If any term, provision, covenant or restriction of this Agreement is held by a court of competent jurisdiction or other authority to be invalid, void, unenforceable or against regulatory or public policy, the remainder of the terms, provisions, covenants and restrictions of this Agreement shall in no way be affected, impaired or invalidated.
    • The terms and provisions herein contained constitute the entire Agreement between the parties with respect to the subject matters hereof and shall supersede all previous communications, oral or written, between the parties hereto with respect to the subject matters hereof. Loom may modify these Terms in its discretion by making the amended terms available on the Loom Service and such amended terms shall be binding upon Customer.
    • No waiver of any rights by any party hereto shall be construed as a waiver of the same or any other right at any prior or subsequent time. Furthermore, no waiver or delay on the part of Loom in exercising any power or right hereunder, and no forbearance or indulgence of Loom granted to the Customer, shall in any way restrict or diminish the full rights and powers of Loom under this Agreement, or operate as a waiver of any breach of any of the terms or conditions of this Agreement.
    • Loom shall not be liable for any delay in performing its obligations (except for payment obligations) hereunder if such delay is caused by factors beyond its control, including without limitation acts of God, war, riot, fire, explosion, flood, earthquake or technical or technological failure beyond such Loom's reasonable control ("Force Majeure"). The performance of such Loom's obligations shall be suspended during the period of Force Majeure and Loom shall be granted an extension of time for performance equal to the period of the delay.
    • All notices permitted or required hereunder shall be in writing and shall be sent by facsimile, or personal delivery at the facsimile number, or address as either party may specify. Notices sent to Loom shall be addressed to Loom Systems Ltd., 114 Igal Alon St., Tel Aviv, Israel and to Customer's address as provided by Customer, or to the address otherwise designated from time to time in writing by the parties. Any notices provided will be deemed as being received on the date of transmission of facsimile, e-mail, or personal delivery unless given outside normal business hours in which case such notice shall be deemed as being given on the next business day, provided that if any such notice fails to reach Customer because the information provided by Customer or on Customer's behalf to Loom is not accurate or up to date, notice shall be deemed sufficiently delivered on the date it was sent.



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Last Updated: January, 2018.

All rights reserved: Loom Systems Ltd.