These terms are a working draft pending legal review and will be replaced by the reviewed version before general availability. Enterprise customers sign a negotiated agreement instead.
Terms of service
The service
Backstory provides session replay, analytics, AI features, and live assistance tools under the plan you select. Plan limits and meters are described on the pricing page.
Your responsibilities
You are responsible for configuring masking and consent appropriately for your users, for the lawfulness of the recording in your jurisdiction, and for the accounts you create. You will not use the service to record data you are not permitted to process.
Our responsibilities
We will provide the service with reasonable skill and care, maintain the security controls described in the trust center, process customer data only on your instructions, and notify you of security incidents affecting your data without undue delay.
Billing
Paid plans are billed monthly or annually in advance, with usage overages billed in arrears. Caps and alerts are available in the dashboard. Failure to pay may result in read-only access after 14 days; recording continues for 30 days so that no data is lost over a payment issue.
Data
You own your data. We process it under the Data Processing Agreement. On termination you may export your data for 30 days, after which it is deleted according to your retention settings and our deletion procedures.
Acceptable use
No unlawful content, no attempts to circumvent masking to obtain data you are not entitled to, no interference with the service or other customers.
Liability
To the extent permitted by law, our aggregate liability is limited to the fees paid in the twelve months preceding the claim, and neither party is liable for indirect or consequential damages.