Service Level Agreement

01Getting Started

This Service Level Agreement ("SLA") defines the service standards, responsibilities, and remedies applicable to services provided by us. By using our services, you agree to this SLA along with our:

• Privacy Policy.
• Acceptable Use Policy.
• Terms of Service.

02Uptime Guarantee

We strive to maintain maximum service availability each month, unless certain exceptions apply. Connection reliability counts as uptime when users reach services through public internet links. Downtime does not apply if problems arise from setup flaws, user error, or user equipment issues. Only our own infrastructure and systems are covered under this assurance.

03Security & DDoS Protection

Even with our network defenses, certain attacks can still breach defenses now and then. When lasting or focused assaults hit particular services, problems may pop up at once. These fall outside regular coverage. When customers act in ways that trigger security issues due to setup errors, those outcomes fall under their own control. Users are responsible for:

• Staying on top of password safety.
• Patching equipment regularly.
• Following rules tied to digital conduct.

04Support Services

We offer support around the clock for critical service outages, however we cannot always guarantee an immediate response. Response times vary depending on ticket volume and the nature of the issue. For the fastest assistance, our artificial intelligence support bot in our Discord server is available at any time, though responses may not always be to the best accuracy and they should be treated as minor support guidance rather than definitive answers.

Critical Issues (Service Fully Down):

• We aim to respond within 60 minutes.
• Resolution target is approximately 4 hours.
• Response and resolution times are not guaranteed.

Non-Critical Issues:

• Handled during business hours: Monday through Friday, 10 AM to 10 PM Central Standard Time.
• Responses typically arrive within 12 hours, though may take up to one business day depending on volume.
• Resolution may take up to two weeks depending on complexity.

Support Includes:

• Troubleshooting on our systems.
• Simple setup help.

Support Does Not Include:

• Building custom apps or handling outside programs.
• Third-party software or plugin support.

05Your Responsibilities

You agree to indemnify us from claims arising from your use of services. You are responsible for the following:

• Providing accurate account information.
• Complying with all applicable laws and the Acceptable Use Policy.
• Maintaining secure access credentials.
• Performing your own backups.

The following are prohibited:

• Cryptocurrency mining.
• Spam or abuse.
• Intentional network disruption.

06Our Responsibilities

We are responsible for the following:

• Keeping infrastructure under steady upkeep and thoughtful system changes.
• Alerting users at least two days ahead when downtime is planned, whenever feasible.
• Addressing customer questions within this framework's defined parameters.
• Handling data as outlined in our privacy guidelines.

07Exclusions

The following are not covered under this SLA:

• Planned or urgent repairs.
• Forces outside our influence.
• Actions by customers.
• Malfunctions in external systems.
• Breaches aimed at disruption.
• Power failures from vendors.
• Testing environments.
• Shifts in service design initiated by users.

08Liability Limits

If you buy services from us, our overall responsibility covers only what you paid for in the three months preceding the claim. Damage from secondary effects like failed backups or halted operations is not something we must answer for, unless our actions showed extreme carelessness or intentional wrongdoing.

09Indemnification

You agree to defend, indemnify, and hold us harmless, including our team members, supervisors, and partners, from any claims arising from your use of our services. You agree to cover any reasonable legal fees incurred as a result of your violations. You are liable for any of the following:

Claims, damages, or costs incurred due to your use of our services.

Violations of these rules.

Rights violations related to your actions, including those owned by another party, such as:

• Copyright infringements.
• Data leaks resulting from your actions.
• Misuse of tools.
• Inappropriate content posted or sent through our system.

10Dispute Resolution

Instead of trials, disagreements go to arbitration in Atlanta managed by the American Arbitration Association. No juries or group lawsuits apply here. Any user or company may opt out of arbitration by sending a message within thirty days to support@aneion.com using "Arbitration Opt-Out – SLA" as the message title. Under Georgia rules, this agreement follows that state's legal framework. Should a case need court attention, it would move through Fulton County's system instead of another jurisdiction.

11Service Level Agreement Updates

We may change or update our Service Level Agreement anytime. If you continue to use our services after any changes, it means you agree to the latest version. If there are major updates, we will make sure you know by providing the new version, making an announcement, changing the date above, and if needed, sending an email.

12Miscellaneous

• Severability: Should one part of this SLA fail to hold up in court, everything else stays valid.
• Entire Agreement: This SLA wraps up every promise made between customer and us about how services run.