The Glean Terms of Service is the master agreement between Glean Technologies, Inc. and a customer for the Glean Work AI Platform. It is made when the customer first accesses the service or signs its first Order Form, and it includes exhibits, Order Forms, the DPA and the BAA where they apply.[1] The agreement is read with a set of “Business Exhibits”, the Customer Support SLA, Security Standard and Acceptable Use Policy, and with addenda for AI, technical services, previews and optional third-party models.[1][2] The commercial structure is covered in Glean licensing, and the pricing models in Glean Enterprise Flex, Core Suite and FlexCredits.
Editions
The contract documents apply to every subscription, and the variants are defined by how the customer buys and what it adds.
| Variant | Terms that change | Source |
|---|---|---|
| Direct purchase | Fees from the Order Form, payable in US dollars unless the Order Form says otherwise | Terms of Service[1] |
| Reseller or marketplace purchase | Pricing and payment terms are set with the reseller; the reseller cannot change the Agreement or commit Glean | Terms of Service[1] |
| Trial | Evaluation and testing only, no support, indemnity or warranty, liability capped at 50,000 US dollars | Terms of Service[1] |
| Previews | Internal evaluation only, excluded from support, service level, security and privacy commitments | Preview Terms[3] |
| Technical Services | SOW-based, Glean owns deliverables | Technical Services Addendum[4] |
Metrics
The contracts count three things. A User is any person allowed access to the service by or on behalf of the customer, including employees, independent contractors and consultants of the customer and its Affiliates.[1] A Connected Application is a supported third-party enterprise application licensed independently by or for the customer and selected for submitting Customer Data.[1] The Order Form quantity is the licensed entitlement, and the Terms of Service state that use in excess of the licences granted in it is billed in arrears.[1] The Order Form is defined broadly as a quote or written or online ordering document issued by Glean or a reseller and agreed by signature, issuing a purchase order or online acceptance, including a cloud marketplace private offer.[1]
Counting / floors
Grant and restrictions
The customer and its Users may access and use the service during the Subscription Term in accordance with the Order Form and Documentation. Section 2 of the Terms of Service then bars the customer from selling, renting, assigning, sublicensing or distributing the service or providing it as a commercial hosted service to a third party, from otherwise making it available to third parties, from modifying or copying it, from reverse engineering it, from benchmarking it except for internal evaluation, and from using it to copy its features or build competing products.[1] The Acceptable Use Policy repeats the competitive-use limit and adds the sharing-of-credentials rule and limits on AI features.[5]
Fees, disputes and suspension
All fees are exclusive of taxes, and the customer cannot reduce fees because of taxes. Good-faith payment disputes are allowed. Glean will not terminate or suspend over a disputed amount, although undisputed amounts must be paid in full and the parties have 30 days to resolve a dispute before seeking remedies.[1] Glean may suspend access if the customer fails to cure non-payment within 30 days after notice.[1] Fees under a reseller Order Form are agreed with the reseller, and Glean may share usage and consumption information with the reseller for account management and billing.[1]
Term and termination
The agreement runs until terminated. If no Order Form is in effect, either party may terminate on written notice, and each Order Form ends when its Subscription Term expires unless it says otherwise. Either party may terminate for an uncured material breach after a 30-day cure period or for bankruptcy that is not dismissed within 60 days. Except as the agreement provides, the customer may not cancel or terminate the service during the Subscription Term. On termination Glean deletes the Customer Data stored in the service and the customer must stop use and pay amounts due, and a customer that terminates for cause is refunded prepaid unused fees.[1]
Warranty, indemnity and liability
Glean warrants that the service will perform in all material respects in accordance with the Documentation, and the remedy is correction, or termination of the Order Form with a prorated refund of prepaid fees where correction is impractical.[1] Glean defends and indemnifies against third-party claims that the service infringes a copyright, trademark or U.S. patent or misappropriates a trade secret, excluding claims based on non-compliant use, combinations or modifications, and the customer indemnifies Glean for claims relating to Customer Data or customer-offered products used with the service.[1] Each party’s aggregate liability is capped at the amount paid or payable for the service in the twelve months before the claim. For Data Protection Claims the cap is the greater of two times the total fees, 250,000 US dollars, or, depending on fees, 1,000,000 or 5,000,000 US dollars. The two caps are not cumulative.[1]
Changes, assignment and government customers
Changes to the agreement take effect for the customer at renewal or on a new Order Form. The Business Exhibits can change during the term only if the change does not materially diminish Glean’s obligations or materially increase the customer’s.[1] Assignment requires written consent except in connection with a merger, acquisition or sale of substantially all assets or voting securities.[1] The service is a “commercial item” for United States government purchasers under the Federal Acquisition Regulation and the Defense Federal Acquisition Regulation Supplement, and the agreement is governed by New York law.[1]
Support and service levels
Standard Support is included at no additional cost, with 24x5 response times and one to four designated support contacts. Premium Support is an additional fee, with 24x7 response for Urgent incidents, a one-hour Urgent response time and up to ten designated contacts.[6] Only Premium customers receive the 99.9% monthly uptime commitment, and a shortfall earns Service Credits of 10 percent of monthly fees (below 99.9 percent but at least 99.0 percent) or 20 percent (below 99.0 percent). The customer must request the credit within 30 days after the month in which the failure occurred, and the credit is applied to the renewal invoice or reimbursed if the customer does not renew.[6] The commitment excludes causes such as force majeure, the customer’s own network or cloud account, scheduled maintenance, trial use and pre-release functionality.[6] Incidents must be submitted through the support portal to count for response times, and only designated contacts may submit them.[6]
Technical Services, previews and trials
Glean-branded consulting, training and configuration services are governed by the Technical Services Addendum and statements of work. Glean owns all intellectual property in deliverables, grants the customer a limited, non-exclusive, non-transferable licence to use them with the service during the Subscription Term, and treats the services as non-cancellable unless the SOW says otherwise. Work outside the SOW needs a signed change order.[4] Trials, which may include Preview Features, are for evaluation and testing only.[1] Previews may be used solely for internal evaluation, may change or end without notice, are excluded from support and service-level obligations and from security, compliance and privacy commitments, and should not process personal data.[3]
Data protection and health data
The DPA treats Glean as processor. Glean appoints new Subprocessors only after at least 30 days’ written notice, and a customer that does not object within 30 days after notification is deemed to consent.[7] Glean deletes Customer Personal Data after termination unless the law requires retention, and forwards data subject requests to the customer within three business days.[7] Under the Terms of Service the customer may not process HIPAA Data unless it has a BAA with Glean, and Glean has no liability for HIPAA Data in that case. The BAA commits Glean to report a Security Incident without undue delay and in any event within five business days.[1][8]
Virtualization & partitioning
Not applicable. The contractual partitions are the Order Form, the Affiliate and the reseller. An Affiliate that signs its own Order Form creates a new and separate agreement with the Glean entity that signs it, and the Order Form may vary taxes and governing law for a different country.[1]
Cloud / BYOL
The hosting option allows deployment in the customer’s own cloud service provider account or in Glean’s. A customer that uses its own cloud account or its own model key must implement Localized Updates promptly.[1]
Programs
- Trials and Preview Features. Evaluation use.[1][3]
- Reseller and marketplace purchasing. Channel orders.[1]
- Technical Services Addendum. Professional services.[4]
- Business Associate Agreement. HIPAA terms.[8]
Out of scope
- Signed Order Forms, negotiated amendments and reseller agreements.
- The Security and Privacy Standard and its certifications.
- The Subcontractor BAA and regional versions of the legal pages.
- Individual statements of work and outcome packages for technical services.