Service Level Agreement

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:

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.

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:

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):

Non-Critical Issues:

Support Includes:

Support Does Not Include:

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

The following are prohibited:

We are responsible for the following:

The following are not covered under this SLA:

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.

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:

Instead of trials, disagreements go to arbitration in Oklahoma City 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 Oklahoma rules, this agreement follows that state's legal framework. Should a case need court attention, it would move through Oklahoma County's system instead of another jurisdiction.

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.