Opsgenie Terms of Service

Last updated: October 1, 2018 

Your use of Opsgenie is subject to the terms of the Atlassian Cloud Terms of Service (the “Agreement”) as well as the terms below (which are also referred to as the Opsgenie-Specific Terms). “Opsgenie” means the cloud product currently branded as “Opsgenie” and made available by Opsgenie, Inc., including hosted alert, notification management, and on-call scheduling services.  Any capitalized terms used but not defined below have the meanings in the Agreement. 

1. Trial Period

We make Opsgenie available to you at no cost for a fourteen (14) day period, commencing from the date of activation on our website (“Trial Term”). During the Trial Term, Opsgenie is provided to you as a No-Charge Product, as further described in Section 14 (Evaluations, trials, and betas) of the Agreement. For purposes of these Opsgenie-specific terms, Section 10 (Our return policy) of the Agreement does not apply.

2. Intended Use

Opsgenie is not intended for providing alerts on disaster scenarios or any other situations directly related to health or safety, including but not limited to acts of terrorism, natural disasters, or emergency responses, and you shall not use Opsgenie for any such purposes.

3. Service Level Agreement

We provide Opsgenie in accordance with the Opsgenie Service Level Agreement and System Support Plan

4. Removing Users

If you wish to reduce the number of End Users for the next renewal of your Subscription Term, you may do so by submitting a new Order at least thirty (30) days prior to the start of such renewal.  You may also reduce the number of End Users within a current Subscription Term, you will not be entitled to a refund or credit of any fees paid for such End Users during such Subscription Term.  Please note: Reducing the number of End Users at any time may cause loss of content, features, or capacity of Opsgenie as currently available to you, and we will not be liable to you in any manner for such loss.

5. Return of your Data

Upon termination or expiration of the Agreement, you may request in writing within thirty (30) days of such termination or expiration that we make Your Data available to you.  Upon receiving such , we shall make Your Data available to you within a reasonable period of time, at your sole cost and expense, in a standard, generally recognized electronic file or format.  We have no obligation to maintain Your Data after such thirty (30) day period.

6. Opsgenie - Specific Policies and Documentation

For purposes of these Opsgenie-specific terms:

7. Additional details to data residency

Opsgenie has been providing customers with the opportunity to store their data either in the US or EU region. This feature provides a distinct advantage for our users in the EU region due to GDPR regulations. After Opsgenie’s acquisition by Atlassian family, users can still choose the region for their data residency when creating an account. Learn more about Opsgenie European service region.

What changed

We recently moved all user profiles under an Atlassian ID, to increase cross-product collaboration and benefit from being under a common platform. Previously, both product data and personal data were stored by users' choices when they first created an account.

However, after the Atlassian ID migration, some personal data became available in the US. Additionally, for Atlassian’s centralization policy, some product data will also become available in the US. All other Opsgenie specific product data will continue to be stored in users' selected regions.

This means users who have chosen to store their data in the EU region will have some of their data stored in the US. Details on which data will be hosted in the US region is given below.

What is personal data

A personal data is the information relates to our users that are identified as their living individuals. The personal data we’re storing in the US, as part of Atlassian ID migration are;

  • User emails
  • User full names

What is product data

A product data is all the information about the user’s Opsgenie account, which can be read, measured, and structured into a usable format. This includes user details such as time zone, phone, schedules, alert data, and incident data. These are only some of the information that is considered as product data.

As part of Atlassian’s product family, we’ll centralize some product data. This data will be stored both in the US and EU regions, to be in sync with other Atlassian features.

The entities and fields we’ll centralize in both EU and US region are;

  • Team name
  • Team description
  • Team members
  • Service name
  • Service description
  • Service tags
  • Service relations
  • Bitbucket mapping