Terms of Service

1. Acceptance of Terms

These Terms of Service (the "Terms") constitute a legally binding agreement between you (individually or on behalf of a business entity, "Customer," "you," or "your") and Level Up Technology LLC, a California Limited Liability Company, doing business as Level Up Labs ("Level Up Labs," "we," "us," or "our"), governing your access to and use of BacklogZero® self-hosted software (including Crane (Beta) when enabled), documentation, the customer portal at https://backlogzero.ai, and related websites and checkout services (collectively, the "Software" and the "Services").

BY CREATING AN ACCOUNT, CLICKING "I AGREE," PURCHASING A SUBSCRIPTION, DOWNLOADING THE SOFTWARE, OR OTHERWISE ACCESSING OR USING THE SERVICES, YOU REPRESENT THAT YOU HAVE READ, UNDERSTOOD, AND AGREE TO BE BOUND BY THESE TERMS AND BY THE PRIVACY POLICY, THE PAYMENT PROCESSING POLICY, THE AI & MACHINE LEARNING DATA USE POLICY, AND THE COOKIE POLICY, EACH OF WHICH IS INCORPORATED HEREIN BY REFERENCE. IF YOU DO NOT AGREE, YOU MAY NOT ACCESS OR USE THE SOFTWARE OR SERVICES.

If you are entering into these Terms on behalf of a company or other legal entity, you represent that you have authority to bind that entity to these Terms.

2. Description of Software and Services

BacklogZero comprises the Software Bundle (self-hosted, containerized software you deploy and run) and the Hosted Account Service (this website, customer portal, downloads, licensing, billing, and related APIs operated by Level Up Labs). The Software Bundle is not a SaaS platform: you run it on infrastructure you control. Default operation uses a local language model and Retrieval-Augmented Generation (RAG) in the Customer Environment. Optional cloud language-model providers (for example Anthropic or OpenAI) are available only if you elect to configure them.

The Software is an agentic workflow that helps software and IT teams turn IT service requests into Ansible playbooks and Red Hat® Ansible Automation Platform® ("AAP") job templates. It is designed to integrate with Customer-authorized IT service management systems, Git hosts, and AAP (or compatible AWX) environments. A web user interface and a Model Context Protocol (MCP) server are included.

Crane (Beta) is an optional Configuration-as-Code component that ships with annual subscription-based BacklogZero deployments. Crane is a deterministic compiler: it can export AAP Controller configuration to a Git-native repository you choose. Secrets are not exported and are not intended to leave the source Controller. Crane is not a backup/restore utility and is not an AI-authored YAML generator. Beta limitations are described in Section 12 and on the Crane page.

The Hosted Account Service includes this website, the customer portal (accounts, documentation, product-issue reporting, and entitlement-gated downloads), quote and checkout flows, and support communications. An AWS Marketplace engagement (guided deployment, field engineering, or early access) is a separate commercial path and is not a substitute for these self-managed Terms unless an applicable Marketplace offer or Order Form says otherwise.

Level Up Labs reserves the right to modify, enhance, or discontinue any feature of the Software or Services with reasonable advance notice where practicable. Material changes to these Terms are governed by Section 18.

3. License Grant and Restrictions

Subject to these Terms and timely payment of applicable fees, Level Up Labs grants you a limited, non-exclusive, non-transferable, non-sublicensable license, during the subscription term, to install and use the Software solely for your internal business purposes, up to the licensed managed-node capacity, and for one AAP or AWX environment per BacklogZero install.

You must provide and maintain the Customer Environment (compute, storage, networking, identity, and third-party systems you connect). Except for the portal, website, and payment processing described in these Terms, Level Up Labs does not host the Software runtime or Customer Data residing in the Customer Environment.

The license does not include field-delivery engineering (FDE) customization, single sign-on, or additional third-party integrations unless those items are purchased or contracted separately. Professional-services hours included with a subscription, if any, are described on the applicable quote, Order Form, or pricing page.

Upon expiration or termination of the subscription, the license ends and you must cease use of the Software and destroy or disable copies in your possession, except that you may retain playbooks, job templates, and other artifacts generated by you in the Customer Environment.

4. Account Registration and Security

Access to downloads and certain portal features requires an account. You must provide accurate, complete, and current information. You agree to:

• Maintain the confidentiality of your account credentials and not share them with any unauthorized third party;
• Immediately notify us of any unauthorized access to or use of your account;
• Accept responsibility for all activity occurring under your account;
• Ensure that all users accessing the Services under your account comply with these Terms.

Any customer account may open documentation, support, and these Terms. Generally available Software tarball downloads require an in-term paid subscription. AWS Marketplace early-access builds are not listed in the general-availability download channel.

Level Up Labs is not liable for any loss or damage arising from your failure to maintain the security of your account credentials.

5. Subscriptions, Fees, and Payment

5.1 Subscription Plans

BacklogZero self-managed software is sold as an annual subscription at $15 per managed Red Hat AAP node per year, in 100-node packs. Plans, quantities, and the then-current list price are described on the pricing page and may be updated from time to time. There is no free evaluation of the Software. Continued use after a pricing update that takes effect at renewal constitutes acceptance of the revised pricing for subsequent terms, except as otherwise required by applicable law or an Order Form.

5.2 Checkout Paths

Self-managed purchases use one of the following paths:

• Unvalidated (currently entitled AAP): 500-node minimum (five packs), twelve-month term, no co-term. Subscriptions auto-renew.
• Validated paid AAP (co-term): available only after Level Up Labs confirms your applicable paid AAP entitlement. We do not apply co-term pricing on self-attestation. After confirmation, the first term is prorated to the AAP anniversary (minimum 30 days). Billable nodes must cover at least the confirmed AAP managed-node count, rounded up to the next 100-node pack. Auto-renew applies after the initial prorated term unless cancelled.
• AAP evaluation proof of concept: 100 nodes for 12 months at $1,500, charged up front, prepaid card only. No co-term, no auto-renew, and no annual-prepaid discount.

For the validated path, you must authorize Level Up Labs to contact Red Hat to verify organization account identifiers, AAP contract identifiers, subscription quantity, and renewal or expiration date, solely to validate and administer the BacklogZero subscription.

5.3 Payment Processing

Card payments are processed by Stripe, Inc. ("Stripe"), our third-party payment processor. By providing payment information, you authorize Stripe to charge your designated payment method for all applicable fees. Your use of Stripe is subject to Stripe's terms and privacy policy available at stripe.com. Level Up Labs does not store, access, or process your full payment card details. Invoice purchases are prepaid annual invoices processed through Stripe's invoicing features where offered. Additional billing, tax, failed-payment, and dispute practices are described in the Payment Processing Policy, which supplements these Terms.

5.4 Billing, Discounts, and Renewals

Available payment options for standard (non-POC) paths are: (a) card with an annual commitment billed monthly; (b) card with annual prepaid payment, which includes a 5% discount relative to list; and (c) invoice, prepaid annual. Monthly card billing is an annual commitment, not a month-to-month subscription.

Except for AAP-evaluation POC purchases, subscriptions automatically renew at the end of each billing period unless cancelled prior to the renewal date. Cancellation takes effect at the end of the current billing period. No pro-rated refunds are issued for partial periods unless otherwise required by applicable law.

5.5 Taxes

All fees are exclusive of applicable taxes, levies, or duties. You are responsible for all such taxes associated with your purchases, except for taxes based on our net income.

5.6 Disputed Charges

If you believe a charge is incorrect, please contact us within thirty (30) days of the charge date. We will work with you and Stripe to investigate and, where appropriate, provide a credit or refund.

5.7 Entitlement, Capacity, and Compliance Checks

Licensed capacity is measured against managed AAP nodes and is sold only in 100-node increments. Each BacklogZero install is licensed for one AAP or AWX environment. Subscription compliance checks may limit functionality if the AAP Controller's subscription node count is higher than your BacklogZero subscription. You are responsible for subscribing to coverage that matches the node count to which your AAP environment is entitled.

5.8 Vouchers and Marketplace

Promotional voucher codes, if honored, apply only as stated at checkout and do not modify other Terms. AWS Marketplace transactions may also be subject to Amazon Web Services Marketplace terms. Visit the AWS Marketplace listing or contact us for that path.

6. Acceptable Use

You agree to use the Software and Services only for lawful purposes and in accordance with these Terms. You agree not to:

• Use the Software or Services in any manner that violates applicable law or regulation;
• Upload, transmit, or otherwise make available content that is unlawful, harmful, or infringes the intellectual property rights of any third party;
• Attempt to gain unauthorized access to any portion of the Services or related systems or networks;
• Reverse engineer, decompile, disassemble, or otherwise attempt to derive the source code of the Software, except to the extent such restriction is prohibited by applicable law;
• Exceed licensed node capacity, share a single install across multiple AAP or AWX environments, or circumvent entitlement or compliance checks;
• Use automated means that impose an unreasonable burden on our portal, website, or other hosted Services;
• Interfere with or disrupt the integrity or performance of the Services;
• Remove or obscure any proprietary rights notices on or in the Software;
• Use the Software or Services to develop a competing product or service.

Level Up Labs reserves the right to suspend or terminate accounts, download access, or the license grant that violate these use restrictions without prior notice, without limiting other remedies.

7. Customer Data and Portal Data

"Customer Environment" means the systems you control where the Software runs and the systems you connect to it, including ITSM, Git, AAP or AWX, identity providers, local or elected cloud language models, and vector stores.

"Customer Data" means tickets, repository contents, playbooks, job templates, AAP configuration, prompts, model outputs, and other content processed inside the Customer Environment. Customer Data follows your Software Bundle deployment: Level Up Labs does not receive, host, or train models on Customer Data by default. Raw code and ticket contents are not retained by Level Up Labs as part of ordinary product operation.

Customer Data may leave the Customer Environment only if you cause it to, including if you: (i) configure an optional third-party cloud language-model provider; (ii) push Git or Crane artifacts to a host you choose; or (iii) voluntarily send logs, screenshots, or other materials to us for support. Third-party LLM, Git, and ITSM processing is governed by those providers' terms and your configuration. Crane is designed so credential secrets do not leave the source Controller.

"Portal Data" means information you submit to Level Up Labs in connection with the Hosted Account Service (this website, customer portal, checkout, entitlement, Red Hat validation, support, or contact forms — for example name, work email, company, subscription quantity, Red Hat organization and contract identifiers you provide, and payment metadata from Stripe). Portal Data is Path 1 Service Delivery Data: it is processed to operate accounts, bill you, validate AAP entitlement when you authorize it, provide support, and optionally to personalize Hosted Account Service recommendations (you may opt out of that personalization as described in the AI & Machine Learning Data Use Policy). Portal Data is not used to train third-party foundation models.

You retain all right, title, and interest in and to Customer Data. By using the Services, you grant us a limited, non-exclusive, worldwide license to process Portal Data and any support materials you send, solely to provide and improve the Services as described in these Terms.

The two-path architecture is described in the AI & Machine Learning Data Use Policy. Path 1 is account-linked Hosted Account Service data (not anonymized). Path 2 is a separate, genuinely anonymized, aggregated dataset derived from Hosted Account Service usage; there is no opt-out of Path 2 for the Hosted Account Service. Software Bundle ITSM, Git, playbook, and local inference corpora are not Path 2 training inputs unless you (or derived metadata) transmit them to the Hosted Account Service. Use of the Software Bundle without creating a hosted account does not, by itself, contribute data to Path 2.

8. Intellectual Property

Level Up Labs and its licensors retain all right, title, and interest in and to the Software and Services, including all software, algorithms, models we supply, user interfaces, designs, documentation, and Crane (collectively, "Level Up Labs IP"). These Terms do not transfer any ownership interest in Level Up Labs IP to you.

Outputs generated in the Customer Environment (including draft playbooks, job templates, and Crane Configuration-as-Code repositories) are made available to you for internal business use, subject to third-party rights in your own content and in Red Hat or other vendor materials. Outputs may be generated in whole or in part by AI systems and should be reviewed by qualified personnel before reliance, commit, or production use.

Red Hat, Ansible, Red Hat Ansible Automation Platform, and related marks are trademarks or registered trademarks of Red Hat, Inc. or its affiliates. BacklogZero is an independent product of Level Up Labs. These Terms do not grant you any Red Hat license; you must have a valid AAP (or other applicable Red Hat) entitlement to use connected Red Hat software. Red Hat is not a party to these Terms and is not responsible for the Software.

Any feedback or suggestions you provide may be used by us without restriction or obligation.

9. Confidentiality

Each party agrees to protect the other's Confidential Information using at least the same degree of care it uses to protect its own confidential information, but in no event less than reasonable care. "Confidential Information" means any non-public information designated as confidential or that should reasonably be understood as such, including these Terms' commercially sensitive pricing where not published, your Red Hat entitlement identifiers, and non-public Software. Confidentiality obligations do not apply to information that is or becomes publicly known, was rightfully known before receipt, is independently developed, or must be disclosed by law (with notice where legally permitted).

10. Privacy

Our collection, use, and disclosure of personal information is described in the Privacy Policy and the AI & Machine Learning Data Use Policy. Cookie practices are described in the Cookie Policy. By using the Services, you consent to these practices. Privacy-related requests may be directed to hello@leveluplabs.ai.

11. Third-Party Services and Integrations

The Software may integrate with third-party services including AAP or AWX, ITSM systems, Git hosts, optional cloud language-model APIs, and payment, hosting, or marketplace providers. Your use of those services is governed by the applicable third-party terms and privacy policies. We are not responsible for third-party provider practices or outages in the Customer Environment.

Payment services are provided by Stripe. Please review Stripe's privacy policy and terms at stripe.com and our Payment Processing Policy.

12. Beta Features

Crane (Beta) and other features labeled beta, preview, or experimental are provided as-is, may change or be withdrawn, and may have functional limits (including, at present, no unattended GitOps drift loop, no one-click apply from the UI, no job-history export, no credential secret export, and no project or repository migration). Enable Crane only if you accept those limits. The rest of BacklogZero is intended to keep running if Crane containers are absent.

13. Warranties and Disclaimers

THE SOFTWARE AND SERVICES ARE PROVIDED "AS IS" AND "AS AVAILABLE" WITHOUT WARRANTIES OF ANY KIND, EITHER EXPRESS OR IMPLIED. TO THE FULLEST EXTENT PERMITTED BY APPLICABLE LAW, LEVEL UP LABS DISCLAIMS ALL WARRANTIES, INCLUDING IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, TITLE, AND NON-INFRINGEMENT.

LEVEL UP LABS DOES NOT WARRANT THAT THE SOFTWARE OR SERVICES WILL BE UNINTERRUPTED, ERROR-FREE, OR SECURE, OR THAT OUTPUTS (INCLUDING AI-GENERATED PLAYBOOKS, TEMPLATES, OR CRANE EXPORTS) WILL BE ACCURATE, COMPLETE, OR RELIABLE. YOU ASSUME ALL RISK ARISING FROM YOUR USE OF OUTPUTS AND FROM YOUR DEPLOYMENT OF THE SOFTWARE IN THE CUSTOMER ENVIRONMENT, INCLUDING BACKUPS, ACCESS CONTROL, AND CHANGE MANAGEMENT BEFORE PRODUCTION USE.

14. Limitation of Liability

TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, IN NO EVENT WILL LEVEL UP LABS, ITS AFFILIATES, OFFICERS, DIRECTORS, EMPLOYEES, AGENTS, OR LICENSORS BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, EXEMPLARY, OR PUNITIVE DAMAGES, INCLUDING LOSS OF PROFITS, REVENUE, DATA, OR BUSINESS, EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.

IN NO EVENT WILL LEVEL UP LABS'S TOTAL CUMULATIVE LIABILITY TO YOU EXCEED THE GREATER OF: (A) FEES PAID BY YOU TO LEVEL UP LABS IN THE TWELVE (12) MONTHS PRECEDING THE CLAIM; OR (B) ONE HUNDRED DOLLARS (US $100.00). THE FOREGOING LIMITATION DOES NOT APPLY TO: (I) EITHER PARTY'S INDEMNIFICATION OBLIGATIONS UNDER SECTION 15; (II) A PARTY'S BREACH OF ITS CONFIDENTIALITY OBLIGATIONS UNDER SECTION 9; (III) LEVEL UP LABS'S UNAUTHORIZED DISCLOSURE OF PORTAL DATA CAUSED BY LEVEL UP LABS'S GROSS NEGLIGENCE OR WILLFUL MISCONDUCT; OR (IV) EITHER PARTY'S LIABILITY FOR FRAUD OR FOR DEATH, PERSONAL INJURY, OR DAMAGE TO TANGIBLE PROPERTY CAUSED BY ITS NEGLIGENCE, IN EACH CASE TO THE EXTENT SUCH LIMITATION IS NOT PERMITTED UNDER APPLICABLE LAW.

15. Indemnification

You agree to indemnify, defend, and hold harmless Level Up Labs, Level Up Technology LLC, and their respective affiliates, officers, directors, employees, and agents from and against any claims, liabilities, damages, losses, costs, and fees (including reasonable attorneys' fees) arising out of or relating to: (a) your violation of these Terms; (b) your use of the Software or Services; (c) Customer Data or your Customer Environment; or (d) your violation of any law or the rights of any third party.

Level Up Labs agrees to indemnify, defend, and hold harmless Customer and its affiliates, officers, directors, employees, and agents from and against any claims, liabilities, damages, losses, costs, and fees (including reasonable attorneys' fees) arising out of a third party's claim that the Software, as provided by Level Up Labs and used in accordance with these Terms, infringes or misappropriates that third party's intellectual property rights, except to the extent the claim arises from Customer Data, Customer's modifications, combination with items we did not supply, or Customer's use of the Software in violation of these Terms.

16. Term and Termination

These Terms remain in effect for as long as you maintain an account, subscription, or copy of the Software. You may terminate at any time by cancelling auto-renew (where applicable) and ceasing use. We may terminate or suspend your account, download access, or license immediately upon notice if you breach these Terms, or for convenience upon thirty (30) days' written notice.

Upon termination: (a) your license and right to access paid Services cease; (b) we will delete or de-identify Portal Data on request except where retention is required by law (including billing records); (c) provisions that by their nature should survive will survive, including Sections 8, 9, 13, 14, 15, 17, and 18.

17. Governing Law and Dispute Resolution

These Terms are governed by the laws of the State of California and the federal laws of the United States, without regard to conflict-of-law principles. Disputes shall be resolved by binding arbitration administered by JAMS in Los Angeles County, California, except that either party may seek injunctive relief in any court of competent jurisdiction. YOU AND LEVEL UP LABS EACH WAIVE THE RIGHT TO A JURY TRIAL AND TO PARTICIPATE IN CLASS-ACTION LITIGATION. Notwithstanding the foregoing, if you are a consumer residing in a jurisdiction that grants you non-waivable rights to a particular forum, governing law, or dispute-resolution mechanism (including, without limitation, the EU, UK, EEA, or Switzerland, or a U.S. state that limits mandatory pre-dispute arbitration of consumer claims), this Section applies only to the extent permitted by, and does not limit any mandatory right or protection available to you under, the law of your jurisdiction of residence.

18. General Provisions

Entire Agreement. These Terms, together with the Privacy Policy, the Payment Processing Policy, the AI & Machine Learning Data Use Policy, the Cookie Policy, and any applicable Order Form, quote confirmation, voucher terms, or AWS Marketplace offer that expressly incorporates them, constitute the entire agreement between the parties concerning the Software and Services.

Modifications. We may update these Terms. Material changes will be communicated at least fourteen (14) days before taking effect (including by notice on this page, by email, or at checkout). The version identifier shown at checkout is the then-current Terms version. Continued use after the effective date constitutes acceptance.

Severability. If any provision is found unenforceable, remaining provisions remain in full force.

Waiver. Failure to enforce any provision does not constitute a waiver of future enforcement.

Assignment. You may not assign these Terms without our prior written consent. We may assign in connection with a merger, acquisition, or sale of assets.

Force Majeure. Neither party is liable for delays resulting from events beyond its reasonable control.

19. Contact Information

Level Up Labs (a DBA of Level Up Technology LLC)

Legal and privacy inquiries: hello@leveluplabs.ai

Support: support@leveluplabs.ai

21300 Victory Blvd, Third Floor, Woodland Hills, CA 91367, United States

Website: backlogzero.ai

Parent: Level Up