Version 1.0 — 9 September 2026
These terms govern the use of the Suraag platform — the web console at suraag.xyz, the public API, the edge agent, the mobile companion app and any on-premises deployment — by an organisation ("the Customer") that has an order, pilot agreement or tender award with Suraag ("we", "us"). They apply to business and government customers; Suraag is not offered to consumers.
An order form, pilot letter or tender contract that conflicts with these terms takes precedence for that customer. The Data processing agreement forms part of these terms.
1. The service
Suraag analyses video the Customer supplies and lets the Customer's authorised users search it, follow objects across cameras, read number plates, receive alerts and produce sealed evidence reports. We provide the service as a subscription, sized by the plan the Customer has bought (cameras, users, devices, storage and monthly videos). Limits are shown to the Customer's administrator and enforced by the platform.
We may improve the service continuously. We will not remove a capability the Customer relies on without 60 days' notice, except where required by law or to close a security issue.
2. Accounts and access
- The Customer's administrator creates user accounts, assigns roles and capabilities, enrols devices and issues API keys. The Customer is responsible for who it admits and for the actions taken under its accounts.
- Credentials, device tokens and API keys are confidential. The Customer will revoke any it believes compromised and tell us promptly.
- Each user must be a natural person using their own account. Shared accounts defeat the audit trail and are not permitted.
3. The Customer's footage and lawful use
The Customer warrants that:
- it lawfully holds every video it uploads or streams, and has the authority (FIR, case reference, legal order, premises ownership, or the informed consent required by local rules) to analyse it for the purpose it records in the platform;
- its CCTV is operated in accordance with applicable signage and notice requirements;
- it will use gated capabilities — face matching, weapon-candidate flagging and re-identification — only for a lawful purpose, recorded per use, and only through users it has expressly authorised;
- it will not upload material it is not permitted to hold, including unlawful content.
We process the Customer's data only on the Customer's instructions as set out in the DPA; the Customer remains the data fiduciary for its footage.
4. Acceptable use
The Customer will not, and will not permit anyone to:
- use the service to monitor, profile or track any person other than for the security, investigative or law-enforcement purpose the Customer is authorised for;
- treat any automated output as a finding of fact about a person (see section 5);
- probe, scan or test the service's security other than through an agreed test;
- attempt to reach another organisation's data, or to defeat the tenant isolation;
- reverse-engineer the models, weights or the platform except as the law permits;
- resell the service, or offer it to third parties, without a written reseller agreement;
- exceed the rate limits or quotas of the plan, or use automated means to circumvent them.
We may suspend access that breaches this section after notice, or immediately where the breach creates a risk to others.
5. Evidence, leads and the limits of automation
The platform separates two kinds of output, and the Customer agrees to respect the difference:
- Evidence-grade outputs. The original footage, its SHA-256 hash and evidence number, the recorded timestamps with any clock correction shown alongside, classical (deterministic) enhancement, sealed reports with their verifiable hash, and the Section 63 certificate under the Bharatiya Sakshya Adhiniyam, 2023. These reproduce what the footage shows and how it was handled.
- Investigative leads. Detections and attributes, plate reads with their confidence and runner-up readings, cross-camera links, look-alike results, face candidates, AI-generated enhancement ("AI reconstruction") and AI-phrased narratives. These are the output of statistical models. They are labelled as leads on screen, carry a confidence where one exists, and are marked "not evidence" where the model may invent detail.
The Customer acknowledges that a lead is not an identification, that a plate read may be wrong, that a confidence score is a model's estimate and not a probability of guilt, and that a trained person must verify every lead before it is acted upon or presented to a court. The Customer's users record their accept / reject / inconclusive decisions in the platform for that reason.
Counts shown in answers are computed from recorded detections and are reproducible; they still depend on what the detector found and on the footage's quality.
We do not warrant that the platform will detect every object, incident or plate, nor that any lead is correct. The Customer is responsible for how its users interpret and act on the platform's output.
6. Availability and support
Service-level targets, support hours and severity definitions are set out in the Service level description. They are targets that describe how we run the service; remedies for missing them are those stated in the order form, if any.
GPU analysis runs on on-demand capacity. While the analysis engine is stopped, uploads queue and are analysed when it starts; the console and all existing analysis remain available.
7. Fees
Fees, billing period and payment terms are in the order form. Fees are exclusive of GST. Overdue amounts may lead to suspension after 15 days' written notice. Pilot periods are free unless the pilot letter says otherwise.
8. Intellectual property
We own the platform, its models, software and documentation. The Customer owns its footage and the analysis derived from it, and grants us a licence to process it solely to provide the service. Feedback may be used to improve the service without obligation. We will not use the Customer's footage or derived data to train models without a written agreement with the Customer.
9. Confidentiality
Each party will keep the other's confidential information — including the Customer's footage, case data and our non-public technical information — confidential, use it only for the agreement, and disclose it only to people who need it and are bound to keep it confidential, or where the law or a court requires disclosure after notice where notice is permitted.
10. Term and termination
The agreement runs for the period in the order form and renews as it states. Either party may terminate for a material breach not cured within 30 days of written notice. On termination we delete the Customer's data as the DPA sets out, after the export window it provides. Sections 5, 8, 9, 11, 12 and 13 survive termination.
11. Warranties and disclaimers
We warrant that we will provide the service with reasonable skill and care and in accordance with the documentation. Except as stated, the service is provided "as is", and we disclaim all other warranties, including fitness for a particular purpose and the accuracy of any automated output.
12. Liability
- Neither party is liable for indirect, consequential or special loss, loss of profit or loss of data (other than data we are obliged to keep under the DPA).
- Our total liability under the agreement in any 12-month period is limited to the fees paid by the Customer for that period.
- Nothing limits liability for fraud, wilful misconduct, death or personal injury caused by negligence, or any liability that cannot be limited by law.
- The Customer indemnifies us against third-party claims arising from footage the Customer had no right to hold or analyse, or from a use of the platform in breach of sections 3, 4 or 5.
13. Governing law and disputes
These terms are governed by the laws of India. The courts at Hyderabad, Telangana, have exclusive jurisdiction, subject to any arbitration clause in a government contract or tender. The parties will first attempt to resolve any dispute through senior-management discussion for 30 days.
14. General
Notices go to the administrator e-mail on record and to support@suraag.xyz. Neither party may assign the agreement without consent, except to a successor of its business. If any provision is unenforceable the rest stands. These terms and the documents they reference are the whole agreement.
15. Contact
Suraag · Hyderabad, Telangana, India · support@suraag.xyz