--- title: "Questions: Licence, pricing and support" canonical_url: "https://tokenobserve.com/faq/commercial" published: 2026-09-02 last_updated: 2026-10-15 --- # Questions: Licence, pricing and support The source-available licence, how the product is metered, the free 30-day trial, the support model, what procurement needs on data processing, and how your records leave if you stop. Q: How is Token Observe licensed? A: For customer hosting, Token Observe is published under a commercial source-available licence, version 1.0, from Tenhaw Ltd, registered in England and Wales and governed by the laws of England and Wales. It is source-available, not open source. The rights below run for the subscription term of an order form stating the fees and the permitted scope of use; without one, a thirty-day evaluation grant applies instead. You may install, host and operate it on infrastructure you control; read, compile and modify the source and create derivative works for internal purposes, including to integrate it and to remediate defects; keep backup, disaster-recovery, development, testing, staging and training copies; and have contractors exercise those rights for you. You own the modifications you make and need not disclose them. You may not redistribute it, or provide it or a substantial part of its functionality to a third party as a hosted, managed or white-labelled service. Security research is expressly permitted, and the publication that follows it is bounded rather than unrestricted: benchmark results may be published with no pre-approval provided the version and configuration tested are named, and security findings after coordinated disclosure. One caveat travels with all of it: the published licence is a template pending review by counsel, not an executed grant of rights. Cite: https://tokenobserve.com/faq/commercial#how-is-token-observe-licensed Q: How is Token Observe priced? A: The cloud trial is free for 30 days from workspace creation, without a card or automatic paid conversion. There is no published paid cloud price. Provider inference, model-assisted search and Google BigQuery scans can incur charges on your own accounts. Customer-hosted licences and design-partner support are quoted separately against a written scope covering deployments, active agents and support. The published customer-hosted licence remains a template pending counsel. Cite: https://tokenobserve.com/faq/commercial#how-is-token-observe-priced Q: Can we evaluate Token Observe before buying? A: Yes. Follow /start to the cloud portal, choose Create an account, confirm email and create a workspace. The hosted trial lasts 30 days from workspace creation, with no server installation, card or automatic paid conversion. Connect a supported billing source using its required reporting credential; optional model calls and model-assisted search use a separate inference key. Those calls and Google BigQuery scans can incur provider charges. This is a small pilot, without an availability SLA or independent penetration test. Trial expiry stops workspace changes, model calls and scheduled collection; authorized retained reads and exports remain within the shared traffic quota. Customer hosting is available through assisted setup and has separate licence terms. Cite: https://tokenobserve.com/faq/commercial#can-we-evaluate-token-observe-before-buying Q: What does support look like, and what is the SLA? A: The cloud pilot has no availability SLA, uptime percentage or service credits, and shared resource and traffic limits can pause access. A customer-hosted design-partner agreement may state first-response targets during published business hours: two business hours for S1, one business day for S2, three for S3 and five for S4. Those are proposed response targets, not resolution times or a support commitment for the free hosted trial. The support document is a template; a signed agreement governs. Cite: https://tokenobserve.com/faq/commercial#what-does-support-look-like-and-what-is-the-sla Q: What does procurement need to know about data processing? A: Cloud hosting makes Token Observe the custodian of workspace evidence and supplied credentials. Its infrastructure, authentication, data retention, access controls, subprocessors, transfers, deletion and recovery arrangements therefore need a cloud-specific review. The customer-hosted architecture keeps runtime state on your infrastructure and has no vendor phone-home, but that statement does not remove the cloud service from the data-processing path. Legal roles, contractual safeguards and any support access need counsel review rather than an architectural slogan. Cite: https://tokenobserve.com/faq/commercial#what-does-procurement-need-to-know-about-data-processing Q: Can we get our data out, and what happens when we stop? A: The cloud trial permits authorized retained GET reads and exports after expiry within the shared monthly traffic quota; workspace changes, model traffic and scheduled collection stop. Reaching the traffic quota also pauses reads and exports until an operator raises it or the UTC month renews. Do not treat that as an indefinite retention or recovery promise. Customer-hosted installations keep evidence in their own database and the licence lets the customer retain and use its records after ending the software subscription, subject to the final signed terms. Evidence exports are digest-sealed rather than signed, and no importer into another vendor product is promised. Cite: https://tokenobserve.com/faq/commercial#can-we-get-our-data-out-and-what-happens-when-we-stop