Terms & Conditions

Usage of the Matrex Global platform is governed by active tier constraints selected at onboarding.

• API Calls: Credits are refreshed at the beginning of each billing cycle. Unused API queries do not roll over to subsequent months.
• Edge Client Connections: The number of active machine or PLC clients configured must not exceed the limit specified in your current subscription plan.
• Account Security: You are responsible for shielding API tokens and employee credentials. Unauthorized access must be reported immediately.

We pledge to keep your operations up and running efficiently:

• System Availability: We guarantee a 99.9% uptime for the main dashboard and API routes, and 99.99% for custom Enterprise configurations.
• Scheduled Maintenance: Updates are performed during low-traffic windows (typically Sundays between 02:00 - 04:00 UTC) with at least 72 hours advanced notice.
• Response Times: Technical tickets are responded to according to priority tiers: Critical (within 2 hours), Standard (within 12 hours).

All source code, design systems, machine-learning logic models, documentation, and interface components belonging to Matrex Global are protected under copyright, patent, and trade secret laws. Clients retain full ownership of their industrial raw data, logistics logs, and uploaded files.

Under no circumstances shall Matrex Global be held liable for indirect, incidental, or consequential damages resulting from shop floor downtime, material supply delays, cargo routing failures, or scheduling errors. Total platform liability is capped at the amount paid during the three months preceding the claim.

These terms are governed by the laws of the State of California, United States, without regard to conflict of law principles. Any dispute arising under these conditions shall be resolved exclusively through arbitration in San Francisco, California.