Privacy & Terms

01 — Scope and acceptance

These Terms govern Bitmaker E.I.R.L.'s ("Bitmaker") provision of Estela Commercial Support — installation, maintenance, and SLA-backed incident response for organizations that self-host the Estela platform on their own infrastructure or on Bitmaker-managed infrastructure.

By submitting a contact form, signing an engagement agreement, or otherwise engaging Estela Commercial Support, the organization ("Client", "you") agrees to be bound by these Terms. If you are accepting on behalf of a company, you represent that you have authority to bind that entity.

02 — Support tiers

Estela Commercial Support is available in three tiers. All engagements are priced individually — contact us for a tailored quote.

Standard

For teams getting started with self-hosted Estela. Reactive support during business hours (Mon–Fri, 9 AM–6 PM UTC-5). Includes email channel, 2 named contacts, platform bug fixes, security patches, and yearly Kubernetes/OS/database maintenance.

• P1 Critical — 4 business hours
• P2 High — 8 business hours
• P3 Medium — 24 business hours
• P4 Low — 48 business hours

Professional

For teams that need proactive monitoring and faster P1 response. Adds automated uptime monitoring, Slack support, and 4 named contacts. Bitmaker initiates diagnosis without waiting for a client report.

• P1 Critical — 4 hours · 24/7
• P2 High — 4 business hours
• P3 Medium — 8 business hours
• P4 Low — 24 business hours

Enterprise

For organizations that require full proactive supervision and a dedicated engineering partner. Includes all Professional features plus a dedicated TAM, performance alerts (Kafka lag, MongoDB disk, CPU), monthly health reports, and unlimited named contacts.

• P1 Critical — 30 minutes · 24/7
• P2 High — 2 hours · 24/7
• P3 Medium — 4 business hours
• P4 Low — 24 business hours

03 — Scope of support

Included in all tiers

• Platform bug fixes (API, frontend, data pipeline, scheduling)
• Incident response for Estela platform components
• Security patches for platform dependencies
• Configuration guidance for Estela features
• Kubernetes cluster upgrades (yearly)
• OS security patches (yearly)
• Database maintenance — backups, index optimization, capacity monitoring (yearly)
• Component upgrades for Kafka, MongoDB, and Estela-specific dependencies (yearly)
• Estela version updates (as needed)
• TLS certificate renewal (as needed)

Excluded from all tiers

• Spider code development, debugging, or review — available via Bitmaker Professional Services
• Custom spider middlewares or pipeline logic — available via Professional Services
• Data quality issues (parsing, deduplication, schema) — available via Professional Services
• Third-party proxy provider issues when using a client's own proxies
• Performance tuning of client workloads — available via Professional Services
• Target website changes (anti-bot updates, layout changes) — available via Professional Services
• Feature development or platform enhancements — quotable separately per engagement
• Client-managed infrastructure components (when self-hosted)

04 — Severity classification

P1 — Critical

Production environment down or severely impaired. No workaround available. Examples: API returning non-200 responses for all requests, Kafka cluster completely down, MongoDB primary unreachable, data loss occurring.

P2 — High

Production environment functioning but degraded. Workaround may exist but is inadequate. Examples: job scheduling delayed over 30 minutes, Web UI login broken, data not appearing after 1 hour of job completion.

P3 — Medium

Issue identified but does not prevent normal operation. Workaround available. Examples: specific spider type fails consistently, UI rendering issue on one page, one Kafka consumer restarting intermittently.

P4 — Low

Non-urgent queries with no interruption to operations. Examples: documentation requests, feature questions, cosmetic UI bugs, general how-to questions.

05 — Shared responsibility model

Bitmaker is always responsible for the Estela platform components: API, Web UI, Celery workers, Kafka, Redis, Bitmaker Proxy, and the monitoring stack. Responsibility for infrastructure components depends on the deployment model:

• Bitmaker-managed infrastructure — Bitmaker owns MongoDB, MySQL, Kubernetes cluster, container registry, and object storage
• Client self-hosted infrastructure — the Client owns and operates MongoDB, MySQL, Kubernetes, and storage; Bitmaker supports the Estela platform layer running on top
• Spider code and dependencies — always the Client's responsibility, regardless of deployment model
• Client proxy providers — Client procurement and configuration; Bitmaker Proxy is a separate service
• DNS and TLS certificates — Bitmaker configures; Client provides domain ownership

06 — Pricing and setup fee

All Estela Commercial Support engagements are priced individually based on infrastructure complexity, team size, number of nodes, and cloud provider. Pricing consists of:

• One-time setup fee — quoted separately per engagement; covers installation and initial configuration
• Monthly retainer — based on support tier and scope; covers ongoing maintenance and incident response

Contact us to receive a tailored quote. We will be transparent about what a realistic engagement looks like for your situation before any commitment is required.

07 — Confidentiality

Both parties agree to keep confidential any non-public technical, business, or operational information shared in the course of the engagement. Bitmaker will not disclose Client infrastructure details, system configurations, or data volumes to third parties except as required to provide the service or comply with applicable law.

Bitmaker does not use Customer Data (including spider source code or scraped data) to train machine-learning models without explicit written consent.

08 — Intellectual property

Estela is MIT-licensed open-source software. Nothing in these Terms limits your rights under the MIT License. Bitmaker retains ownership of any proprietary tooling, monitoring infrastructure, and internal processes used to deliver support services.

Any custom feature development delivered under a separate engagement becomes the Client's property upon full payment, unless otherwise agreed in writing.

09 — Limitation of liability

Bitmaker's total cumulative liability for any claims arising under an Estela Commercial Support engagement shall not exceed the total fees paid by the Client in the three months preceding the event giving rise to the claim. In no event shall either party be liable for indirect, consequential, or punitive damages.

Nothing in this section limits liability for gross negligence, willful misconduct, or fraud.

10 — Term and termination

Engagement terms and duration are defined in the individual contract signed by both parties, which governs over these general Terms in the event of any conflict.

Either party may terminate with 60 days' written notice. All documentation handover, knowledge transfer, and offboarding must be completed within that same 60-day notice period — no additional transition time is provided beyond it. Fees owed for the period prior to the termination date remain due.

11 — Governing law

These Terms are governed by the laws of Peru. Any disputes arising from an Estela Commercial Support engagement shall be subject to the jurisdiction of the courts of Arequipa, Peru, unless a separate enterprise agreement specifies otherwise.