Terms and conditions applicable to the use of the Elven Platform. Please read them carefully before using our platform.
This document (“Terms of Use”) sets out the terms and conditions applicable to the use of the Elven Platform (“Platform” or “Elven Platform”). The Platform is licensed by us, ELVENWORKS SOLUÇÕES EM TECNOLOGIA LTDA., a private legal entity registered under CNPJ No. 34.169.199/0001-06, headquartered at Alameda Rio Negro, 503, Suite 2020, Alphaville Industrial, ZIP Code 06454-000, Barueri, SP – Brazil.
Please read the terms set out herein carefully before using our Platform. By accessing, browsing or using our Platform, you, the user (“you” or “user”), declare that you accept the terms and conditions contained in this document. If you do not agree with the terms and conditions contained in this document, please do not use our Platform.
In addition to this document regarding the terms of use, we highlight the need to review our Privacy Policy.
1.1. The terms of this document must be observed whenever our Platform is used by you, the user.
1.2. For any questions regarding the terms set out herein, please contact us by email at contato@elven.works or through the chat available on the website, with service hours from 8 a.m. to 6 p.m. on business days.
2.1. The Elven Platform is a Monitoring, Observability and Incident Management Platform for Digital Products. Through our Platform, you will be able to identify and resolve problems in your Products and in your technology operation. We will provide tools to help you keep your infrastructure in perfect condition.
2.2. The user may contract our platform through our website elven.works.
2.3. By accessing the link mentioned above, the user may choose among the following modules according to the needs of their business:
2.4. After choosing the desired modules, the user will be redirected to complete a registration. During registration, it will be necessary to provide some data about your organization and about you (name and corporate email). We do not need any data that identifies citizens. To learn how we process your data, see our Privacy Policy.
2.5. Upon registration, You will be the holder of an account that may only be accessed by You, by means of a login and password in the “Log In” tab available on our website. To provide an additional layer of security, Elven uses two-factor authentication. You agree to keep your login and password confidential and secure, out of the reach of third parties, and not to allow your account on the Platform to be used by other people. Accordingly, the User is responsible for all actions carried out in their account. In the event of loss, misplacement or suspected misuse of your account, login or password, please inform us immediately.
2.6. The solutions may also be contracted through one of our sales representatives. In that case, registration and use of the platform will be guided by our professionals after the contracting.
2.7. In addition to the options in clause 2.3., you may subscribe to a customized solution through a commercial proposal. In that case, all other terms set out herein apply.
3.1. Upon subscribing to our licenses, the contract will remain in force until its termination, with monthly billing.
3.2. If the user wishes to cancel their account, they may do so directly in their login area. However, after the cancellation request, your plan will remain active for the notice period agreed in the Commercial Proposal. While your plan is active, even as a notice period, all obligations set out in this document and in the commercial proposal must also be fulfilled.
3.2.1. After cancellation, your data will be automatically deleted – as will all activity carried out on the Platform. We at Elvenworks have no obligation to store such information after the complete termination of the contract.
3.3. Payment may be made in the forms listed below, which must be agreed with the client at the time of contracting:
3.3.1. If so agreed between the parties, Elvenworks will send, on a monthly basis, to the email address provided by the client at the time of contracting, a bank payment slip (boleto) together with the invoice (nota fiscal).
3.3.2. Payment may also be made by credit card on the payment platform indicated by Elvenworks.
3.4. If payment for the license is not identified, the user will have up to 30 (thirty) days to regularize their payment information. Otherwise, their account will be suspended.
3.5. Prolonged non-payment for 90 (ninety) days after the suspension of the user's access may result in the immediate cancellation of the contracted solution, as well as the deletion of any stored content.
3.6. To downgrade the contracted plan and renegotiate the amounts, contact us through the email address set out in clause 1.2. and/or through the chat available on the website, with service hours from 8 a.m. to 6 p.m. on business days.
3.7. The amounts indicated at the time of subscription are subject to annual monetary adjustment according to the IPCA index (IBGE), accumulated from the subscription date until the date of each anniversary. Should the legislation be amended so as to allow adjustment at intervals shorter than 1 (one) year, such possibility will be applied immediately, at the shortest interval permitted by law. If a different adjustment rule is set out in the commercial proposal entered into with the user or in a separate contract, the terms of the proposal/contract shall prevail.
3.8. In the event of an increase in the rate of the taxes levied on the solutions contracted hereunder, or the imposition of new taxes relating to them, the increased amount will be passed on to the price of the subscriptions – if these are affected – immediately.
3.9. In the event of an increase in the licensing costs of the Platform contracted hereunder, or in the licensing costs of software necessary to make the Platform available, the increased amount will be immediately passed on to the price of the subscribed plan.
4.1. The Elven Platform SLA works as follows:
4.1.1. When contracting the Multi-tenant SaaS solutions, Elvenworks is obligated to keep the Platform available 99% (ninety-nine percent) of the time, each month.
4.1.2. In the case of subscription to the “Enterprise” or “Self-Hosted” plans, higher availability SLAs may be offered for the Platform, subject to agreements that make such availability feasible.
5.1. In the event of an incident that in any way impacts the regular use of the Platform, the user must contact support through the email address set out in clause 1.2. or through the chat available on the website, with service hours from 8 a.m. to 6 p.m. on business days.
5.2. After contacting support, pursuant to clause 5.1., the response time is:
5.2.1. For the “Enterprise” and “Self-Hosted” plans, 2 (two) days for critical incidents with direct financial impact; 4 (four) days for critical incidents without direct financial impact; and 7 (seven) days for non-critical incidents.
5.2.2. For the Multi-tenant SaaS solutions, the response time for any and all incidents will be 7 (seven) days.
5.3. If a time frame different from those listed in clauses 5.2.1. and 5.2.2. is stipulated in the commercial proposal entered into with the user or in a separate contract, the terms of the proposal/contract shall prevail.
6.1. The user is obligated to keep their banking and contact information always up to date, in order to ensure the proper payment of the installments owed to Elvenworks in consideration for the use of the Platform.
6.2. To be responsible for the information and data entered into the Platform, and for the registration, permissions, passwords and manner of use of its users, including, but not limited to, the information provided with respect to cloud credentials.
6.2.1. Elvenworks shall under no circumstances be responsible for the content included in the Platform by the User. Responsibility for the information entered into or deleted from the Platform will always lie with the user. Elvenworks will not be responsible for storing information deleted by the User.
6.3. The user is obligated not to use the Platform in any way that may constitute an unlawful act, infringement, violation of rights or damage to Elvenworks or third parties, including, but not limited to, use for intrusion into a computer device for the purpose of obtaining, tampering with or destroying data or information without the express authorization of the owner of such data or of the device or server on which they are stored.
6.4. The user is obligated not to publish, send or transmit any file containing viruses, worms, Trojan horses or any other program that may contaminate, destroy or interfere with the proper functioning of the Platform.
6.5. The user is obligated to strictly comply with Brazilian legislation and every legal obligation imposed on and/or arising from their activity and by reason of the use of this Platform. If the User believes that their login and password for accessing the Platform have been stolen or become known to other people, for any reason, the User must immediately notify Elvenworks of such fact.
6.6. The user agrees that reverse engineering, adaptation and/or the creation of works, platforms or software derived from the Elven Platform are prohibited, as it is the intellectual property of Elvenworks.
6.7. Elvenworks may at any time block the user's access to the platform if it is found that the user is violating any of the terms of this contract and/or the national legislation in force, with no need whatsoever to send any notice to the user.
6.8. By subscribing to the Platform, the User expressly authorizes Elvenworks to use its logo for institutional and commercial advertising purposes and portfolio preparation, which may be reproduced both physically and electronically, without any limitation on the number of insertions and reproductions, including, but not limited to, reproduction on websites, social networks and in the body of emails.
7.1. Elvenworks undertakes to:
7.1.1. Process the user's personal data to which it has access pursuant to the General Data Protection Law (LGPD – Law No. 13,709/2018).
7.1.2. Provide the services contracted by the user within the parameters established in this document.
7.1.3. Handle the user information to which it has access with care and confidentiality.
7.2. Elvenworks undertakes to use the User's logo and information strictly and exclusively for the cases described in clause 6.8.
7.3. In the event of an act of God or force majeure, Elvenworks may not be held liable for failure to perform its obligations set out herein and in the commercial proposal, pursuant to article 393 of the Brazilian Civil Code.
7.4. Elvenworks is not responsible for performing any action that does not relate to the operation of the AGENT, available in the client's infrastructure.
7.4.1. For purposes of clarifying the preceding clause, “AGENT” means the element installed in the user's infrastructure that is responsible for collecting internal metrics according to the configuration chosen by the User, as well as for sending summarized data indicating an average of the metrics found.
8.1. We are constantly working to improve the services provided. As changes occur in the offering of this service or in the applicable legislation, this document may be amended. Therefore, we recommend periodically visiting this document, which will always be available on our website.
9.1. In the event of any conflict and/or controversial clause between this document and the commercial proposal, the terms of the commercial proposal shall prevail.
10.1. This document shall be governed by and enforced in accordance with the legal system of Brazil. The competent forum to settle any disputes related to these Terms of Use is the central court of the judicial district of São Paulo/SP.
Date of last update: September 28, 2026.
