Terms of service

These terms govern the subscription to the eCloud OLT Controller panel ("the service"), provided by eCloud to an ISP or fiber network operator ("the operator"). By creating an account or using the service, the operator accepts them on behalf of its company. If we sign a different written agreement, that agreement prevails wherever it differs.

The service

The service is a web panel for monitoring and managing GPON and EPON networks: OLT and ONU monitoring, forecasts, alerts, provisioning, TR-069 ACS, firmware, maps, and integrations, as described on the website. Features change and improve with updates; those not yet available are indicated as such.

Account and users

• The operator is responsible for the users it creates in its account, their roles, and keeping their credentials secure. We recommend enabling two-factor authentication.
• Each operator sees only its own data: isolation between operators is enforced in the database.
• The operator must notify us immediately if it suspects unauthorized access to its account.

Plans and limits

• Current plans and their prices are on the Pricing page. All features are included in every plan; what changes is the number of OLTs, ONUs, and users each one supports, and the support level.
• The panel does not allow plan limits to be exceeded: what already exists keeps working the same, and to add more, the operator must move to a higher plan.
• Prices are in US dollars (USD).

Free trial

The trial lasts 14 days and includes one OLT, up to 64 ONUs, and two users, with all features. When it ends, the operator can subscribe to a plan; if it does not, access is suspended as described below.

Payments

• Bank transfer: the operator chooses the plan, the panel gives it a reference number, and the plan is activated once we confirm the payment.
• Card or PayPal: with automatic renewal each period until the operator cancels it.
• Plan changes: moving to a higher plan takes effect immediately, and the difference is paid for the days remaining in the period, counted in whole days. Moving to a lower plan takes effect when the already-paid period ends. With a card, proration is calculated by the payment processor.

Non-payment and suspension

If a payment is not received, there are 7 days of grace during which the panel keeps working. After that period, access to the panel and monitoring is suspended. Suspension never deletes data or touches the operator's OLTs: its subscribers keep their service. Upon payment, everything is reactivated automatically.

The operator's data

• The network, subscriber, and configuration data that the operator uploads or that the panel reads from its equipment belongs to the operator. We use it only to provide the service to the operator.
• OLT credentials are stored encrypted.
• With respect to its subscribers' personal data, the operator is the controller, and eCloud processes that data on the operator's behalf and according to its instructions, solely to provide the service.
• If the operator leaves the service, it can ask us for a copy of its data. After a reasonable period following cancellation, we delete it, except for what the law requires us to retain.

Operator responsibilities

The panel executes on the operator's equipment the actions the operator orders or configures. Therefore, the operator is responsible for:

• The authorization templates, the firmware commands, and the other commands it loads for each equipment model, and for testing them before using them on its network.
• The bulk actions and firmware batches it launches. The panel includes brakes (for example, it pauses a firmware batch if failures exceed a threshold), but a brake pauses, it does not revert what has already been done.
• The billing integrations it connects: the panel does not suspend if a review asks to cut off more than 10 ONUs or more than 10%, but the suspensions it does execute follow what the operator's billing system requests.
• Having the necessary permissions and access over the equipment and networks it connects, and using the service in accordance with the law.

Availability and support

We make reasonable efforts to keep the service available and working without errors, and we give advance notice of scheduled maintenance. Panel updates arrive signed and can be applied whenever the operator chooses. Support corresponds to each plan (by email; priority on the Unlimited plan). Unless agreed in writing, there is no guaranteed service level (SLA) with compensation.

Limitation of liability

The service is a management tool: it does not replace the operator's technical judgment or its backup procedures. To the extent permitted by law, eCloud is not liable for indirect damages, lost profits, or data loss arising from use of the service, and its total liability is limited to the amount paid by the operator in the 12 months prior to the event giving rise to it.

Cancellation

The operator may stop using the service at any time; payments already made for the current period are not refunded, unless the law provides otherwise. We may suspend or terminate an account that breaches these terms or uses the service for illegal purposes, giving prior notice when possible.

Changes to these terms

We may update these terms. Operators will be notified of significant changes with reasonable advance notice; continuing to use the service after they take effect constitutes acceptance of them.

Governing law

These terms are governed by the laws of the Bolivarian Republic of Venezuela. Any dispute will be submitted to the competent courts of Venezuela, unless the law provides otherwise.

Contact

For any questions about these terms, write to us at [email protected].