Terms of service

Last updated: 9th June 2023

SaaS Services Agreement

Please read these Terms of Service ("Terms", "Terms of Service") carefully before using the https://marker.io website (the "Service") operated by Marker.io SRL ("us", "we", or "our").

Your access to and use of the Service is conditioned upon your acceptance of and compliance with these Terms. These Terms apply to all visitors, users and others who wish to access or use the Service.

This SaaS Services Agreement (“Agreement”) is entered between Marker.io SRL, a company incorporated and existing under the laws of Belgium, with registered offices at Rue D'Alost 7, 1000, Bruxelles, Belgium, listed in the Belgian Trade and Companies Register under n° 0556.685.968 (“Marker.io”), and the company subscribing to Marker.io’s Services (“Customer”).

By accessing or using the Service you agree to be bound by these Terms. If you disagree with any part of the terms then you do not have permission to access the Service.

Article 1. Definitions

The following terms, when used with a capital letter in the SaaS Agreement, shall have the following meaning:

« Authorized Users » : means all employees, consultants and other individuals authorized by the Customer entitled to benefit from the Services provided by Marker.io ;

«  Defaulting Party » shall have the meaning given to it in article 12.4 ;

«  Documentation  » : means all documentation (text, video or any other form whatsoever) related to the Services that will be available online and describing in a full, clear and precise manner the functions and functionality of the Services, including all subsequent revisions ;

«Effective Date» :  means the date on which the Customer subscribes to Marker.io’ Services;

« Equipment »  : shall have the meaning given to it in article 4.4. ;

« Intellectual Property Rights »  : means all the intellectual property rights, among others the trademarks, copyrights, protection for computer programs (including source codes), patents, designs and models, sui generis rights to databases, and similar rights, and any filings thereon ;

« License »  : means the non-exclusive and non-transferable right to use the Software worldwide and in accordance with the SaaS Agreement,

«  Maintenance Services  » : shall have the meaning given to it in article 3.6 ;

« Price »  : means the fixed price due by the Customer ;

«  SaaS Services  » : means the service accessible by internet developed by Marker.io and belonging to the latter and providing the Customer with several methods to report actionable bugs, issues and ideas into the Customer’s existing task tracking tools hosted by Marker.io and made available to the Customer on a network on a temporary basis ;

« Services »  :   shall have the meaning given to it in article 2 ;  

« Software »  : means the version of the object code of any software to which the Customer has access as part of the Services, including updates or new versions ;

« Support Services » : means the support services described in  EXHIBIT I ;

« Term » : the duration for which this SaaS Agreement is concluded in accordance with the chosen subscription plan;

« Third Party Products »  means the products, software or services that are not manufactured or realized by Marker.io, including, but not limited to, some of the hardware components, whether integrated or not; and

«Trial Period » :  period of fifteen (15) calendar days during which Customer can have access to the SaaS Services without paying any Price.

Article 2. Scope of the SaaS Agreement

The SaaS Agreement’s purpose is to define the terms and conditions in which Marker.io shall provide the following services to the Customer (hereinafter the « Services  ») :

The SaaS Services ;

The Support and Maintenance Services; and

All other services provided by Marker.io which is required for the adequate usage of the Software, which includes:

  • the customization, the identification of Authorized Users and password management,
  • monitoring and technical support,
  • training of Authorized Users,
  • backup and recovery of the Software,
  • as well as the management of changes as described in other service statements.

Article 3. Description of Services


Marker.io is a comprehensive bug reporting and feedback platform designed for software development teams and product managers. It provides a range of services aimed at streamlining the bug reporting and issue tracking process, facilitating collaboration, and improving the overall quality of software products. The primary scope of services offered by Marker.io includes:

Bug Reporting: Marker.io simplifies the process of bug reporting by allowing users to capture and annotate screenshots directly from within the application or website where the issue occurred. It enables users to highlight specific areas, add comments, and even draw shapes to provide visual context and details about the bug. Users can also capture browser and operating system information to assist developers in replicating and fixing the issues efficiently.

Issue Tracking: Marker.io offers a centralized platform for managing bug reports and issues. It provides a user-friendly interface where teams can view, prioritize, assign, and track bugs and feedback effectively. Each bug report includes detailed information such as screenshots, annotations, descriptions, and metadata, making it easier for developers to understand and resolve the reported issues.

Collaboration and Communication: With Marker.io, teams can collaborate seamlessly by discussing bugs and issues within the platform. It offers built-in commenting features that enable users to engage in discussions, ask for clarifications, or provide additional information related to bug reports. This promotes effective communication and helps streamline the debugging process.

Integrations: Marker.io integrates with a variety of project management and bug tracking tools, such as Jira, Trello, GitHub, Asana, and more. These integrations allow teams to sync bug reports and feedback seamlessly with their existing workflows, ensuring that issues are tracked and addressed within the preferred project management environment.

Customization and Branding: Marker.io provides options to customize the bug reporting interface to match the branding and visual identity of the organization. Teams can add their logo, choose colors, and customize the bug reporting widget to create a consistent user experience for their customers or internal stakeholders.

Analytics and Insights: Marker.io provides analytics and reporting features that enable teams to gain insights into their bug reporting process. They can track metrics such as bug submission rates, response times, resolution times, and more. These analytics help teams identify bottlenecks, measure performance, and make data-driven decisions to improve their development and testing processes.

Overall, Marker.io offers a comprehensive suite of services aimed at simplifying bug reporting, facilitating collaboration, and enhancing the overall quality of software products. Its intuitive interface, integrations with popular project management tools, and automation capabilities make it a valuable tool for software development teams and product managers.


Unless otherwise provided for in this SaaS Agreement, Marker.io shall provide the Customer with the License for the full term of the SaaS Agreement.


Only Authorized Users will be entitled to benefit from the License. The number of Authorized Users covered by the License is unlimited, although it can be limited by the plan. However, during the Trial Period, the number of Authorized Users is set to a maximum of fifty (50) per Customer. For more information on Marker.io’s subscription plans: https://marker.io/pricing.


The Documentation provided by Marker.io must be understandable for an ordinary end user and must provide the Authorized Users with adequate instructions to become self-sufficient regarding access and use of the Services.


Marker.io undertakes to provide Support Services as described in EXHIBIT I.


Marker.io undertakes to, and the Customer undertakes to give the necessary access to Marker.io allowing the latter to, provide maintenance services. These maintenance services include bug fixing and other corrections, modifications, improvements, updates and new versions of the Software, that Marker.io deems necessary, at any time, in order to ensure that (hereinafter the « Maintenance services ») :

  1. the functionality of the Services, as described in the Documentation, is available to Authorized Users;
  2. the functionality of the Services is in accordance with the SaaS Agreement; and
  3. the Services work with all modern browsers such as Google Chrome 42+, Firefox 38+, Microsoft Edge 12+…

Unless otherwise agreed upon, Marker.io will inform the Customer, on a case-by-case basis, and within a reasonable time, of the Maintenance Services to be performed. Marker.io will have the right to immediately implement the maintenance without informing the Customer in advance. After the implementation, Marker.io will provide a summary of the Maintenance Services that it performed.


The Maintenance Services do not include preventive maintenance or repairs due to (a) software problems ; (b) modification, adjustment or repair by a person other than Marker.io or its representatives; (c) accidents, misuse or abuse of the system or a component (fire, water leakage, use of incorrect voltages or fuses, use of incompatible devices or accessories, improper or insufficient ventilation or failure to follow instructions for use) that were not caused by  Marker.io; (d) displacement of the system from one entity to another ; or (e) a natural event.


The Customer may not use the Services in any other way than in accordance with his/her needs and the Documentation. In particular, the License is granted for the sole purpose of enabling the Customer to use the Services.


The Customer may in no way put the Services at the disposal of a third party and strictly prohibits the usage for any other purpose than those described in Article 3.8, in particular any adaptation, modification, translation, adjustment, distribution, decompilation, without this list being limiting.

Article 4. Usage of Services


The Customer shall not, directly or indirectly, reverse engineer, decompile, disassemble or attempt in any way to discover the source code, object code or underlying structure, ideas, know-how or the algorithms related to the Services or the Software or to the Documentation or data belonging to Marker.io.


The Customer agrees not to modify, translate or create derivative works based on the Services or the Software (except as expressly permitted by Marker.io or the SaaS Agreement).


The Customer guarantees that it will only use the Services in accordance with the standards imposed by Marker.io, the purpose as reflected by this SaaS Agreement and all applicable laws and regulations. The Customer agrees to indemnify Marker.io for any and all damages, losses, liabilities, settlements and costs (including, without limitation, attorney’s fees and expenses) arising out of any claim or action from an assumed violation of the foregoing or in any other way connected to the usage of the Services by the Customer.


The Customer shall be responsible for obtaining and maintaining ancillary equipment and services required to connect to, access or use the Services, including, without limitation, modems, computer, hardware, servers, software, operating systems, networks, web servers and other (collectively, the « Equipment  »). The Customer shall be responsible for maintenance and security of the Equipment, the Customer account, passwords (including, without limitation, administrative and user passwords), files and any usage of the Customer account or Equipment, with or without knowledge or consent of the Customer.


If the Customer does not comply with its obligations under this SaaS Agreement, Marker.io shall be entitled to suspend its obligations without this constituting a cancellation of the SaaS Agreement. When the Customer has executed its obligations, Marker.io will be free to continue to perform its contractual obligations without prejudice to modifications to the price or terms following this suspension.


Marker.io’s offering is subject to our fair use policy. We expect the usage of most of our customers to fall within the range of normal usage. When the Customer's usage causes pressure on our infrastructure and falls in the scope of excessive usage, we reserve the right contact the Customer to create a custom plan or to terminate the account.

Article 5. Price – Payment terms


The Price will be determined in accordance with the subscription plan chosen by the Customer.  The Price will be charged immediately at the subscription by the Customer to its credit card. Payments will be processed via Stripe. Customers on an Enterprise custom plan may pay by bank transfer. The Customer will receive a confirmation email for the subscription plan. The Customer can download the corresponding invoice via his own account or request it by email.


Marker.io has the right to modify the Price of its subscription plans. With respect to ongoing subscription plans, the new Price will be applicable to the Customer only in case of renewal of its subscription plan.


Customer shall not have access to the SaaS Services should it not have proceeded to the payment of the Price in accordance with Article 5.1.


Marker.io, without waiving any other right or remedy and without incurring liability to the Customer, may suspend or terminate all or part of the Services until all outstanding amounts are paid in full. Marker.io is entitled to all reasonable legal and the associated costs of recovering overdue amounts.


To be valid, any claim or refusal must be sent by email within five (5) business days of receipt of the Services. The absence of any dispute in accordance with the foregoing, implies the unconditional acceptance by the Customer of the Services provided and the corresponding invoice. The defects of a part of the delivery do not authorize the Customer to refuse the totality of the delivery.

Article 6. Ownership


Marker.io is and remains the owner of any property, including the Intellectual Property Rights, relating to any element of the Services implemented or developed under the SaaS Agreement.


Except as otherwise provided in the SaaS Agreement, nothing in the SaaS Agreement shall be construed as a waiver of any intellectual property of Marker.io, including the copyright, trademarks, know-how, patents and sui generis right on the databases.


The Customer retains ownership of the data it originally transmitted or transferred to Marker.io (“Customer’s Data”). Customer attributes Marker.io the right to use the Customer Data in order for Marker.io to be able to provide the Services. Any personal data contained within the Customer Data will be processed in accordance with article 8 of this Agreement and Marker.io’s Privacy Policy.


The SaaS Agreement does not confer on the Customer any right of ownership over the Services. The temporary availability of the Services, including the Software, under the conditions provided for in this SaaS Agreement shall not be considered as the assignment of any Intellectual Property Rights for the benefit of the Customer.


The Customer shall refrain from reproducing any element of the Services, or any documentation concerning them, by any means whatsoever, in any form whatsoever and on any medium whatsoever.


The Customer acknowledges and agrees that for the elements of the Services that rely on an « open source » system the conditions of the respective licenses apply.

Article 7. Visibility


The Parties are authorized to communicate for commercial purposes on the existence of this SaaS Agreement without being authorized to disclose the economic conditions.


For the purposes of article 7.1, each Party is authorized to use in good faith the name and logo of the other Party and any material provided by the other Party in accordance with the specific instructions, if any, given by the other Party, without affecting his/her image or reputation and in accordance with the relevant trademark guidelines. For the avoidance of doubt, the Parties confirm that such authorization may not be construed as an assignment of intellectual property rights over the name, logo, material provided or otherwise.

Article 8. Confidentiality – Personal Data


Without prejudice to Article 8.2, each Party shall (i) keep all information it receives from the other Party confidential, and notably (ii) not disclose the confidential information of the other Party to any third party, other than employees or agents who need to know them ; and (iii) not use the confidential information of the other Party for any other purpose than to exercise its rights and to fulfil his/her obligations under the SaaS Agreement.


Notwithstanding the foregoing, no Party shall be bound by the confidentiality set forth in Article 8.1 with respect to information that (i) would have fallen or would fall into the public domain irrespective of fault by the receiving Party, (ii) would be developed independently by the receiving Party, (iii) would be known to the receiving Party before the other Party discloses it to him, (iv) would be legitimately received from a third party not submitted to an obligation of confidentiality, or (v) should be disclosed by law or by court order (in which case they shall only be disclosed to the extent required and after having notified the Party that provided it in writing.


The Parties’ obligations regarding confidential information shall remain effective for the full term of the SaaS Agreement and for so long, after the term, as the information concerned shall remain confidential to the disclosing Party and, in any event, for a period of five (5) years after termination of the SaaS Agreement.


Each party shall return all copies of documents and material containing confidential information of the other Party, as of the termination of the SaaS Agreement, whatever the cause.


The Parties undertake that these provisions are respected by their personnel and by any agent or third party who might be involved in any capacity in the framework of the SaaS Agreement.


Each Party shall ensure that any personal data communicated to or received from the other Party is treated in a manner that complies with applicable legal and regulatory data protection requirements, including those of the General Data Protection Regulation (Regulation EU of 27 April 2016, hereinafter “GDPR”) , the law of 30 July 2018 on the protection of natural persons with regard to the processing of personal data, and any future development in the applicable national and European legislation on the protection of privacy and processing of personal data.


For the purpose of this Agreement, Marker.io is to be considered as a data controller within the meaning of the GDPR and shall process the personal data communicated or received by the Customer in accordance with its Privacy Policy.

Article 9. Liability


Nothing in this SaaS Agreement and in particular in this section excludes or limits any liability that cannot be excluded under applicable law.


Except as otherwise provided, and with the exception of personal injury, Marker.io and its subcontractors (including but not limited to all suppliers of equipment and technology), directors, subsidiaries, associates, representatives, contractors and employees shall in no event be held liable in respect to any performance of the SaaS Agreement or any general terms thereof, any negligence or any other form of liability notably:

  1. for any error, interruption of use, loss, inaccuracy, alteration of data, or costs of acquiring the Equipment or any property, service, technology or loss of profits;
  2. for indirect damage, incidental, special or consequential damages, including damages for lost data or lost profits arising out of or in connection with this SaaS Agreement or the Services,
  3. for any aspect of the Services that is beyond the reasonable control of Marker.io, in particular those related to the Internet, network problems, viruses or malicious acts or to the Customer’s management tools.


To the extent permitted by law, the total cumulative liability of Marker.io for all claims arising out of or in connection with the SaaS Agreement shall not exceed the total Price paid by the Customer during the twelve (12) months prior to the damaging act.


These limitations, exclusions and disclaimer clauses apply to all claims for damages, whether based on the agreement, the guarantee, strict liability, negligence, tort or otherwise.


The above limitations of liability, however, do not apply if the damages result directly from fraud, gross negligence or wilful misconduct by Marker.io in the performance of the SaaS Agreement or in the event of death or bodily injury caused by its negligence, or any other liability to the extent that it cannot be conventionally excluded or limited.

Article 10. Guarantee


Marker.io shall use reasonable efforts in accordance with industry standards to ensure upkeep and maintenance of the Services in a manner that minimizes errors and interruptions of the Services and undertakes to provide the Services in a professional manner in accordance with good practice. The Services may be temporarily unavailable for maintenance in accordance with Article 3.6.


Except provided otherwise above or in the express warranties, and to the fullest extent permitted by law, Marker.io (including Marker.io's co-contractors and agents and their respective employees, directors and managers) on their own behalf or on behalf of its suppliers or licensors, makes no express or implied warranties with respect to the Services, including, but not limited to, any warranties (i) of merchantability, fitness for a particular use, performance, adequacy or non-infringement; (ii) for Third Party Products; (iii) for the performance or results to be obtained from any Service; or (iv) the Services will operate or be provided without interruption or error. Marker.io's Services are not fault-tolerant and are not designed or intended to be used in hazardous environments that require intrinsically safe performance, such as any application in which the failure of Services could directly result in death, personal injury or serious physical or material damage. Marker.io expressly disclaims any express or implied warranty of fitness for such activities.

Article 11. Force Majeure


In the event of a force majeure, the Parties may suspend performance of the SaaS Agreement and its Exhibits during the period the force majeure subsists or terminate the SaaS Agreement and its Exhibits if the force majeure persists for more than sixty (60) days, without any compensation being owed.


Each Party shall notify the other Party in writing of the particular circumstances regarding the force majeure and shall do its best to remedy the situation.


For the purposes of this SaaS Agreement, « force majeure » shall be deemed to be what is generally considered by the case law of Belgian courts in this respect, and in particular any event beyond the express will of the Parties which prevents the normal execution of the SaaS Agreement, including a total or partial strike within or outside the company, lock-outs, exceptional weather conditions, epidemics, blocking distribution or stocking for any reason, earthquake, fire, storm, flood, water damage, freezing of computer systems or telecommunication, theft, ….

Article 12. Duration of the SaaS Agreement and termination


The SaaS Agreement is concluded for the Term as indicated in the subscription plan chosen by the Customer.


At the end of the Term, the SaaS Agreement will be tacitly renewed for successive periods which -based on the subscription plan chosen initially  - can be either of twelve (12) months (if yearly billing) or one (1) month (if monthly billing), unless it is terminated by one of the Parties, in writing no later than one (1) month before the expiry date of the initial term or its successive renewals.


Should Customer subscribe to a Trial Period, the SaaS Agreement will automatically expire at the end of the Trial Period unless Customer subscribed to a subscription plan and proceeded to the payment of the due Price in accordance with Article 5.


Each Party shall have the right to terminate this SaaS Agreement at any time, without notice or indemnity, by giving written notice to the other Party (the "Defaulting Party") on the date following date of dispatch of the notification, in the event of a serious default by the Defaulting Party to one of its obligations under the SaaS Agreement, provided that that Party has failed to remedy that default within thirty (30) calendar days following the date of its formal notice by registered letter.


Marker.io may terminate the SaaS Agreement at any time without prior notice or indemnity, by sending a notice to the Customer in the event of a payment not in accordance with Article 5 of the SaaS Agreement. In such cases, the resolution shall have immediate effect on the day following the date of dispatch of Marker.io’s notice.


Early termination of the SaaS Agreement, for any reason whatsoever, shall automatically entitle Marker.io to terminate immediately, with immediate effect, any other contract binding upon the Parties at the time of termination – including, but not limited to, any contract of development, assignment, integration and maintenance – without any costs or indemnities on its part and without prejudice to the right of Marker.io to claim any possible damages.


As from the expiration of the SaaS Agreement or its effective termination, regardless of the cause, the Customer will no longer have access to the Software in any form whatsoever.

Article 13. General provisions


The SaaS Agreement and its Exhibits contain all the obligations of the Parties, in relation to their scope, and shall supersede all previous contracts and agreements, both written and oral, in relation to this subject .


If one or more provisions of the SaaS Agreement and its Exhibits are declared void, unlawful or unenforceable, this shall not result in the nullity of the entire SaaS Agreement and its Exhibits. The Parties shall replace such provision(s) with a provision that best reflects the content and intent of the provision(s).


Any change or modification of any provision of the SaaS Agreement and/or its Exhibits shall not be valid, unless made in writing and signed by both Parties.


Any notice in execution or in connection with the SaaS Agreement and its Exhibits shall be deemed to be validly brought to the attention of the other Party if it has been sent to the address mentioned in the preamble to the SaaS Agreement (or any other address communicated in writing), by hand, by registered mail, by mail, by fax or by email with acknowledgment of receipt.


The Customer may not assign this SaaS Agreement or sublicense the Software in any way, including by merging, de-merging, or capital contribution, except as expressly authorized beforehand in writing by Marker.io.


Marker.io may resort to subcontracting. The use of subcontracting shall in no way reduce Marker.io’s liability towards the Customer under the SaaS Agreement, Marker.io remains the Customer’s guarantee for the proper performance of the SaaS Agreement.


This SaaS Agreement and its Exhibits are subject to Belgian law.


Marker.io and the Customer will attempt to resolve any dispute relating to the validity, interpretation, performance and/or termination of the SaaS Agreement and its Exhibits by negotiation or by using a mediator agreed by the parties, rather than by litigation. The negotiations and mediations will be treated as confidential. If the Parties are unable to reach a solution within 30 days of the notification of the dispute to the other Party, the dispute will be submitted to the exclusive jurisdiction of the judicial arrondissement Hainaut, department of Charleroi.

Exhibit I – Description of the support services

Support Services

Marker.io will provide the Customer with Support Services by in-app chat and email from Monday to Friday, excluding Belgian public holidays, from 9:00 am to 5:00 pm (GMT+1) (the « Support Hours  »).

The Customer may contact Marker.io during the Support Hours via email at the following email address: info@marker.io

Guaranteed response time: 7 working days after receipt of the request.

Marker.io will use its efforts to make technical resolution as soon as possible, provided that this does not in any way bind Markerio.io to solve the problem.