Terms of Service - November 8, 2024

Last updated: November 8, 2024.

The following definitions related to Products and Services, billing methods, and other terms apply to the purchase and use of Azion Products and Services. We are constantly looking to improve our solutions. Consequently, this document may be updated and you should always look at its latest version.

All Azion products and services are offered as Edge Services and available through specific Internet communication protocols. Our servers are located at various points of presence (POPs) across the world. Azion Products and Services are orchestrated and configured via the Real-Time Manager interface or its APIs. Products and Services are billed according to their use, type of contract, and prices, as defined in the Customer Agreement.

1. Products and Services

Application Accelerator: an Edge Application module designed to accelerate web applications and APIs. It includes access to protocol optimization features, advanced caching rules (Advanced Cache Key) which allows granular caching with minimum TTL of 0 seconds, segmentation and caching policies based on criteria such as name/value of Cookies and Query Strings, in addition to features such as Rules Engine, Bypass Cache, KeepAlive, Forward Cookies, POST Cache, among others. HTTP GET, HEAD, POST, PUT, PATCH, DELETE and OPTIONS methods available. Except as otherwise provided for in the Customer Agreement or any other documents attached thereto, Application Acelerator will be billed considering the Data Transferred according to the volumes consumed.

Data Stream: designed to collect data from the Edge Applications or any other Azion’s Products and Services. The Customer will choose which data to be collected and, by doing so, automatically declare to be authorized to collect all the selected data. AZION DOES NOT HOLD RESPONSIBILITY BY: (A) THE USAGE OF THE DATA BY THE CUSTOMER, (B) THE CUSTOMER RIGHTS TO COLLECT THEIR USER’S DATA. The collected data is sent to the customer’s infrastructure using the protocol chosen in the Real-Time Manager interface or API by the Customer, formatted in NDJSON (Newline Delimited JSON) in a configurable template. The data is dispatched in blocks of 2 thousand requests separated by \n (Newline), or 60 seconds, whichever happens first. Azion will use all commercially reasonable efforts to send all the data to the Customer’s infrastructure, or its suppliers, in real time or with a delay lower than 3 minutes. However, in the case of access peaks, attacks or external causes, the delay can be greater. THE CUSTOMER IS RESPONSIBLE FOR THE AVAILABILITY OF THE INFRASTRUCTURE TO RECEIVE THE DATA AND, IN CASE OF UNAVAILABILITY, AZION CAN DISCARD THE DATA. Except as otherwise provided for in the Customer Agreement or any other documents attached thereto, Data Stream will be billed considering the (a) Data Stream Requests and (b) Data Streamed, according to the volumes consumed.

DDoS Protection: DDoS Protection will be provided exclusively under the terms available at https://www.azion.com/en/documentation/products/secure/edge-firewall/ddos-protection/ (“Guidelines”). By using Azion, Customer (i) authorizes Azion to impose the technical measures available on the Azion platform to control or mitigate DDoS attacks, even though such measures may result in performance degradation, and (ii) acknowledges that the Service Level Agreement (“SLA”) does not apply while a DDoS attack is underway. The following Azion DDoS Protection service options are available: (i) DDoS Protection - 5 Gbps: includes the following features: (a) network flow analysis (layers 3 and 4); (b) detection of the most common DDoS attacks, network and transport layers, and (c) mitigation of the most common DDoS attacks, network and transport layers, up to the limit of 5 Gbps; (ii) DDoS Protection - 20 Gbps, includes all of the DDoS Protection - 5 Gbps features plus: (a) detection of more sophisticated DDoS attacks; (b) cost protection via service credits, when applicable; (c) mitigation of larger DDoS attacks up to 20 Gbps; (iii) DDoS Protection - 50 Gbps extends the protection against DDoS attacks up to 50 Gbps; and (iv) DDoS Protection - Unlimited, for unlimited protection against DDoS attacks, the mitigation may use the entire Azion network, in addition to 24x7 access to our Security Response Team (SRT) upon the purchase our Support Mission Critical service. Attacks exceeding the volumes purchased may be immediately blocked until the attack ends. To be eligible for a Service Credit (a) the DDoS attack must result in a bill that exceed the double of the average monthly consumption in the previous six (6) months, excluding the months in which a DDoS attack took place; (b) in the event of an impossibility to calculate the average monthly consumption in the previous six months, the average consumption volume in the available months will be used as basis; (c) Customer must notify the Azion Technical Support about an attack underway by registering a Support Ticket; (d) the Azion Technical Support must have determined the reported DDoS attack is a legitimate attack; and (e) credit applications must be sent by Customer within 30 days after the disputed service bill is closed. Except as otherwise provided for in the Customer Agreement or any other documents attached thereto, Managed DDoS Protection will be billed at (a) a monthly set fee according to the protection limit purchased (Protection Fee) and, additionally, (b) a fee per total GB traffic (Total Data Transferred). By purchasing our Managed DDoS Protection service, the Customer will be required to pay for a minimum of twelve (12) months of the service. In the event Customer’s average bill exceeds the volume purchased, or in case more than two credits are applied for in a given calendar year, Azion will be entitled to require Customer to pay an additional DDoS Protection Fee for each attack suffered. Only a single credit may be applied each month, even when several attacks take place in the same month. Credits are to be issued as a credit note instead of a revised bill. AZION IS CONSTANTLY SEEKING TO UPGRADE OUR SECURITY MECHANISMS TO MAKE OUR PROTECTION SYSTEMS MORE EFFECTIVE AND REDUCE THE RISK OF IMPACTS TO CUSTOMER APPLICATIONS. HOWEVER, THERE ARE NO GUARANTEES THE DDOS SERVICE WILL BE ABLE TO PREVENT ALL POSSIBLE ATTACKS OR THREATS. CUSTOMERS SHOULD KEEP SECURITY CONTROLS AT THEIR ORIGINS AS WELL. CUSTOMERS ASSUME ALL RISKS OF SERVICE UNAVAILABILITY OWING TO RULES POORLY CONFIGURED IN THE SERVICE.

Digital Certificates: this service brokers and obtains the issuance of shared SSL certificates of the Domain Validated (DV) type from a Certification Authority (CA) chosen by Azion, to be used solely for the Edge Application service. Customers must be able to prove their authority over the desired domains by following the technical procedures set by the CA. SSL certificates and private keys are shared among multiple Customers and will be held exclusively by Azion. Under no circumstances whatsoever will certificates and/or private keys be sent to the Customers. Except as otherwise provided for in the Customer Agreement or any other documents attached thereto, Digital Certificates will be billed considering the number of Digital Certificates according to the volumes consumed.

Edge Application: designed to enable Customers to build and run their own serverless applications at the Edge of the network, closer to users and devices. It is the ideal solution for applications that require low latency response time or real-time data processing. Each Edge Application can be assigned to multiple domains which can be accessed by users and devices. To guarantee the proper working of the service, Azion may enable, disable or modify services, POPs, IPs addresses, servers, any equipment or Customer content, without previous notice, always aiming the maintenance or performance improvement and availability. Except as otherwise provided for in the Customer Agreement or any other documents attached thereto, Edge Application will be billed considering the number of (a) Domains, (b) Edge Applications, (c) Total Data Transferred, and (d) Requests, according to the volumes consumed, and the volume consumed by its modules.

Edge Cache: an Edge Application’s module designed to deliver web contents of all formats and types, including HTTP Live Streaming (HLS), via the HTTP/1.0, HTTP/1.1, HTTP/2, and HTTP/3 protocols, along with support for the HTTP GET, HEAD and OPTIONS methods. Includes access to (1) the Azion network for content delivery; (2) content caching feature with minimum TTL of 60 seconds; (3) HTTP header manipulation; (4) creation of redirecting or content delivery rules; (5) the Real-Time Purge tool; (6) delivery of cached content while the origin is inaccessible; (7) delivery of HTTPS (TLS) with OCSP Stapling support; (8) digital certificate uploads and support for the TLS x509 SNI format, in case it is supported by the user’s browser, or use of the shared certificate in Azion’s domain; (9) integration with Azion Products and Services. To use this service, Customers need to store the original version of their Content in an origin web server with HTTP access. THERE ARE NO GUARANTEES THAT CONTENTS (OBJECTS) WILL BE AVAILABLE IN CACHE THROUGHOUT THE ENTIRE TIME-TO-LIVE (TTL) CONFIGURED BY THE CUSTOMER. AZION MAKES THE NECESSARY INVESTMENTS TO KEEP DATA CACHED FOR THE CLOSEST TIME TO THAT CONFIGURED BY CUSTOMERS, HOWEVER, LEAST ACCESSED OBJECTS MAY BE AUTOMATICALLY DELETED FROM THE CACHE TO MAKE ROOM FOR MORE OFTEN ACCESSED OBJECTS VIA AN LRU (LEAST RECENTLY USED) ALGORITHM. MAXIMUM OBJECT SIZE IS 10GB. TO USE THE SERVICE WITH LARGER OBJECTS, CUSTOMERS ARE REQUIRED TO HAVE A WRITTEN AUTHORIZATION FROM AZION. Except as otherwise provided for in the Customer Agreement or any other documents attached thereto, Edge Cache will be billed according to the (a) Total Data Transferred; (b) Requests; and (c) Real-Time Purge Operations, according to the volumes consumed.

Edge DNS: designed to provide an authoritative DNS service with support to standard QTYPES such as: A, AAAA, ANAME, CAA, CNAME, MX, NS, PTR, SRV and TXT. To adopt our product, you will need to change your appointment at the domain registrars where you manage your domain so that it starts using Azion name servers. The customer is responsible for renewing their domain names as well as ensuring the correct configuration of their zones, records and responses that they wish to provide through the DNS service. Therefore, Azion is not responsible for any failure to update these records. Azion is authorized to remove zones that are not being used. Except as otherwise provided for in the Customer Agreement or any other documents attached thereto, Edge DNS will be billed considering (a) the total number of Hosted Zones, and (b) the total number of queries answered in a given period (Standard Queries).

Edge Firewall: designed for Customers to build and run their firewall rules at the Edge of the network, closest to users and devices. Each Edge Firewall can be linked to multiple domains, which in turn are accessible by users and devices. Except as otherwise provided for in the Customer Agreement or any other documents attached thereto, Edge Firewall will be billed according to the volumes consumed in its modules.

Edge Functions: designed to run the function’s code on Azion’s Edge, triggered by a request from the user or device, without the need of Customer provisioning or managing the underlying infrastructure. The function’s code must receive 3 parameters: (a) the request’s handler, (b) the reponse’s handler, and (c) a JSON containing the variables parameterization. The function’s code can be used to manipulate or transform the request or response. The created function must be associated to an Edge Application or Edge Firewall, where it can be parametrized by and argument formatted in JSON containing the function’s variables. The trigger carrying the conditions to execute the function must be configured on the Edge Application or Edge Firewall associated to the function. Each request that comply with the configured runtime conditions is considered an Invocation which triggers the function’s executions. AZION MAY CEASE, WITHOUT PREVIOUS NOTICE, THE FUNCTION’S EXECUTION: (A) CONSUMING MORE THAN THE MAXIMUM MEMORY DEFINED, (B) EXECUTING FOR LONGER THAN THE MAXIMUM DEFINED. AZION MAY REMOVE FUNCTIONS THAT HAVE NOT BEEN EXECUTED FOR MORE THAN THREE (3) MONTHS. CUSTOMER IS RESPONSIBLE FOR THEIR OWN CONTENT, INCLUDING: (A) THE CODE’S PERFORMANCE, (B) THE LICENSE FOR USE OF A THIRD PARTY CODE OR THE RESPECT TO THE TERMS OF USE, AND (C) THE SECURITY OF THE SOURCE CODE USED. Except as otherwise provided for in the Customer Agreement or any other documents attached thereto, Edge Functions will be billed considering (a) Compute Time and (b) Invocations, according to the volume consumed.

Edge Orchestrator: designed to enable the Customer to orchestrate Edge Services on their own Edge Nodes, accessible through an agent installed on the Customer’s nodes (servers or compatible IoT devices) and managed through a web interface (the Real-Time Manager) and API. These interfaces allow the registration and configuration of the Customer’s Edge Nodes as well as the creation and customization of Edge Services that can be orchestrated in real time on the pre-registered Edge Nodes. The services to be orchestrated are based on configuration files and scripts to be provided by the Customer, and will run on the devices where the agent is installed. Except as otherwise provided in the Customer Agreement or any documents attached to it, Edge Orchestrator will be billed considering (a) Orchestrated Edge Nodes and (b) Total Orchestrated Data.

Edge Pulse: designed to monitor, in real time, the performance and quality of users’ access to the customer’s web applications. Information such as response time when accessing users can be collected, in addition to information from the servers used to respond to the user’s request. To activate it, you need to copy the Edge Pulse tag and insert it into the desired HTML pages. In doing so, the Customer declares himself authorized by its users to collect and process the information described above. The data collected may be used by Azion to improve performance and reliability in accessing Edge Applications. AZION IS NOT RESPONSIBLE FOR: (A) USE THAT WILL BE GIVEN BY THE CUSTOMER TO THE COLLECTED DATA; (B) THE RIGHT THAT THE CUSTOMER HAS TO COLLECT DATA FROM ITS USERS, BECAUSE BY INSERTING THE PULSE TAG IN ITS PAGES WILL BE AUTOMATICALLY AUTHORIZING AZION TO COLLECT THIS INFORMATION. (C) TAG REMOVAL FROM YOUR PAGES IN CASE OF PRODUCT WITHDRAWAL. Azion is committed to not collect any confidential or personal information from its users and also to the correct application of the information collected to constantly improve its delivery algorithms with the clear objective of guaranteeing the best possible experience for those who access our Edge Network. The usage of Edge Pulse must follow the guidelines provided in the product documentation. This way it will guarantee that its execution will be exclusively asynchronous, in other words, it will not impact the loading time and will not interfere in the internal structures of the page where it is inserted. Information related to user navigation will be made available to Customers through Real-Time Events and Data Stream.

Edge Storage: designed as a service for efficient, secure, and scalable object storage, organized into buckets that can be either public or private. Each object consists of a unique identifier, its data, and metadata. It includes essential capabilities such as writing and accessing buckets and objects via REST API or S3 protocol. The distribution of objects stored in Edge Storage to end users should be through an Edge Application, which may generate billing based on the corresponding metrics. Direct access to objects stored in Edge Storage, without going through an Edge Application, will be subject to rate limits. By using the storage services offered by Azion, the Customer acknowledges and agrees that they are fully responsible for the content they choose to upload, store, or share through our platform. This includes assuming all risks related to the ownership, legality, and proper use of these materials, ensuring they possess all necessary rights, licenses, consents, and permissions for such. Additionally, the Customer understands that Azion assumes no responsibility for the content stored in its systems, being exempt from any claim related to copyright infringement, trademark, or any other intellectual property right of third parties, as well as any legal liability arising from the content provided by the user. It is the customer’s duty to ensure that their content complies with all applicable laws and regulations. Azion will make all commercially reasonable efforts to ensure the availability and durability of the customer’s objects stored in our infrastructure, but there are no guarantees against data loss. While we provide the platform and tools necessary for storage, protecting against data loss is the customer’s responsibility, who must take proactive measures to ensure the security of their critical data, such as backup and/or snapshot. Except as otherwise provided for in the Customer Agreement or any other documents attached thereto, Edge Storage will be billed according to the (a) Storage; (b) Class A Operations; and (c) Class B Operations, according to the volumes consumed.

Edge SQL: Edge SQL is a serverless, zero-configuration, fully ACID-compliant SQL database designed for read-intensive, distributed, and scalable execution of queries. Built on top of a fast, highly reliable, and full-featured database powered by libSQL, it is replicated across hundreds of Edge Locations based on an eventually consistent semantic model. It includes functionalities such as: (a) standard SQL commands for data manipulation and schema definition, allowing for sophisticated querying, insertion, update, and deletion of data within the main database; (b) advanced query capabilities leveraging a rich set of SQL features, including complex joins, subqueries and window functions for flexible data analysis and retrieval; (c) vector similarity search, ideal for machine learning applications and recommendation systems; and (d) support for transactional operations that are fully ACID-compliant, guaranteeing that all database transactions are processed reliably, with replicas made available in an eventually consistent model. Azion will make all commercially reasonable efforts to ensure the availability and durability of customer data stored in our infrastructure. However, there are no guarantees against data loss or corruption. While we provide the platform and necessary tools for storage, protecting against data loss is ultimately the responsibility of the customer. Customers must take proactive measures to secure their critical data, such as configuring backups and/or snapshots of their databases. Databases that remain inactive for more than 10 (ten) days may have their replicas removed from Azion’s edge network. Except as otherwise provided for in the Customer Agreement or any other documents attached thereto, Edge SQL will be billed based on (a) Total Storage, (b) Rows Read, and (c) Rows Written, according to the volumes consumed.

Image Processor: an Edge Application module designed to optimize and dynamically manipulate images, and includes the following features: (1) optimization; (2) cutting; (3) resizing; (4) format conversion, and (5) applying filters such as blurring, noise, watermark, and others. The formats supported are JPEG, GIF, PNG, BMP and ICO. Images are manipulated through Query String parameters sent in the request. Image optimization is the process of reducing the image file size, whenever possible, minimizing the quality losses noticeable in the image derived from the optimization process. Images may be delivered in a different file format other than the original, according to users’ access browser, in an effort to improve the delivery (ex: webp). There are no guarantee gains from the optimization process, and customers are tasked with monitoring the average gain from using the service. CUSTOMERS ARE HEREBY ADVISED THAT THE IMAGE OPTIMIZATION PROCESS ALTERS THE CONTENT DELIVERED TO END USERS AND MAY RESULT IN CHANGES TO THE VISUAL QUALITY OF THE IMAGE. AT ANY TIME AND WITHOUT PRIOR NOTICE, AZION MAY UPDATE THE OPTIMIZATION ALGORITHMS AND SUCH CHANGES MAY ALTER THE CONTENTS DELIVERED AND THE OPTIMIZATION EFFICIENCY. Except as otherwise provided for in the Customer Agreement or any other documents attached thereto, Image Processor will be billed considering the Images Processed according to the volumes consumed.

Tiered Cache: designed as an add-on to Edge Cache to provide an additional cache layer between the origin of the Customer and Azion’s Edge, minimizing the volume of requests and traffic to the origin, in cases where it applies. The service has the following features: (1) content cache functionality with TTL equal to or greater than 3 seconds; (2) Real-Time Purge tool; (3) improved edge access to cached content by using persistent hash algorithms. Except as otherwise provided for in the Customer Agreement or any other documents attached thereto, Tiered Cache will be billed considering (a) Data Transferred and (b) Storage.

Load Balancer: an Edge Application module designed to balance customers’ HTTP/HTTPS traffic between origins distributed across multiple datacenter, service providers (multi-cloud) or in the same datacenter. It eliminates or reduces the need for dedicated hardware or software and lowers the impact of local failures on global content availability. Includes access to the following features: (1) Round-Robin balancing, Least Connections and IP Hash; (2) assignment of different weights to origins; (3) primary or backup (standby) server configuration; (4) manipulation of errors and exceptions in case of timeouts when connecting to or getting a response from the origin, or in case the origin’s response error is a supported by Azion. Except as otherwise provided for in the Customer Agreement or any other documents attached thereto, Load Balancer will be billed considering the Data Transferred according to the volumes consumed.

Network Layer Protection: Edge Firewall module designed to control and block access to content and applications directly on Azion’s Edge. Access control and blocking can be done by IP address or network (CIDR), geolocation (country of access) and ASN. Azion uses databases from external suppliers to identify geolocation and ASN based on the User’s IP address, which may be inaccurate in some situations, with the Customer being responsible for the use of this access restriction functionality. AZION PROVIDES ACCESS CONTROL MECHANISMS BASED ON THE BEST EFFORT, BUT THAT DOES NOT CONSTITUTE UNTRANSPONIBLE RESTRICTIONS AGAINST UNAUTHORIZED ACCESS. THE CUSTOMER MUST RESTRICT ACCESS BY IP ADDRESS TO OBTAIN THE BEST LEVEL OF CONTROL AND AZION RECOMMENDS THE COMBINATION OF MULTIPLE TECHNIQUES. Except as otherwise provided for in the Customer Agreement or any other documents attached thereto, Network Layer Protection will be billed considering Requests according to the volumes consumed.

Origin Shield: designed as an add-on to the Network Layer Protection module to assist in protecting the Customer’s origin, Origin Shield has the following features: (a) access via Real-Time Manager and its API to the complete list of IP/CIDR addresses used by Azion’s Products to communicate with the Customer’s origins; (b) ensuring that new IP/CIDR addresses added to the Azion network will remain on hold for a period of 7 calendar days, from their inclusion in the Origin Shield listing until they start communicating with the Customer’s origins; (c) email notification to the Customer’s registered addresses, whenever there is a change in the IP/CIDR addresses used by the Azion network; and (d) discrimination in the History of the Real-Time Manager of the IP/CIDR addresses included and removed in each update of the listing. It is the Customer’s responsibility to obtain the list of Origin Shield addresses through the Real-Time Manager or its API and to grant access at their origin, as well as to keep updated the list of email addresses that must receive notification from Azion. Azion will send notification emails, but has no way of guaranteeing that the message will reach the Customer’s Mailbox and any error returns from the Customer’s email system may result in the message being discarded. It is up to the Customer to keep their Firewall and access policies updated to allow the connection from Azion’s servers. Except as otherwise provided for in the Customer Agreement or any other documents attached thereto, Origin Shield will be billed considering a recurring Origin Shield Fee.

Real-Time Events: designed to allow Customers to analyze events generated by: (a) traffic and logs of applications configured on the Azion platform; (b) security configurations; (c) Data Stream integrations and (d) DNS zones hosted on Edge DNS. The queries are customized in GraphQL, enabling search in different Data Sources and application of time filters. Users can monitor and analyze logs in real time via CLI, GraphQL API or web interface, obtaining instant visibility. AZION WILL USE ALL COMMERCIALLY REASONABLE EFFORTS TO RETAIN THE EVENTS FOR 7 DAYS AND MAKE THEM AVAILABLE TO OUR CUSTOMERS WITH A DELAY LOWER THAN 3 MINUTES. IN CASE OF PEAK ACCESS, ATTACKS OR EXTERNAL FACTORS, THE DELAY MAY BE SUPERIOR THAN THE FORESEEN. Except as otherwise provided for in the Customer Agreement or any other documents attached thereto, Real-Time Events will be billed considering (a) Data Ingested, (b) Storage, and (c) Analyzed Data, according to the volumes consumed.

Real-Time Metrics: designed to enable Customers to monitor Azion’s Product and Services key performance indicators via web interface or API. Provides filters for data segmentation by Domain, such as Data Transferred, Bandwidth, Requests, Status Codes, Request Methods, among others, in addition to specific indicators for the Azion’s Products and Services contracted such as WAF, Live Ingest, Image Processor and others. Provides data retention of 24 months and the possibility to export the data to CSV. Except as otherwise provided for in the Customer Agreement or any other documents attached thereto, Real-Time Metrics will be billed considering Request according to the volumes consumed.

Support: Support will be provided exclusively under the terms available at https://www.azion.com/en/documentation/products/support/ (“Guidelines”). When providing support services, Azion will use all commercially reasonable efforts to (a) respond within the “response times” set in the Guidelines for all cases duly registered via online tickets by the previously authorized contacts and (b) work to identify and solve the issues reported. When reporting a case, Customer may define the severity of the issue. We reserve the right to reclassify the severity level according to the recommendations provided in the Guidelines. All response times are calculated from the registration of the online ticket by an authorized contact. Azion does not guarantee that (i) we will always be able to completely fix an issue, (ii) an issue will no longer take place, or (iii) any support or advice will lead to improved performance or efficiency. You are the sole party responsible for the implementation and outcome of any suggestions or advice you have received. Except as otherwise provided for in the Customer Agreement or any other documents attached thereto, support will be billed at the Support Services Fee. Upon signing up to or purchasing the Azion Support Enterprise service, you will be required to pay for a minimum thirty (30) days of the service. Upon signing up to or purchasing the Azion Support Mission Critical service, you will be required to pay for a minimum twelve (12) months of the service. Three options of Azion Support services are available: (1) Support Developers: included in all Azion agreements at no additional cost, except when otherwise provided for. Support Developers includes: (a) access to Customer Services for account-related issues (billing and access); (b) access to documents and whitepapers; (b) access to incident reports and notifications; (d) bug reporting. Services are available Mondays to Fridays during business hours. Business hours are generally defined as 9:00 AM to 6:00 PM, in the country in which Azion was contracted, excluding holidays and weekends. These times may vary in countries with multiple time zones. This option does not include Technical Support or over-the-phone services. (2) Support Enterprise: includes all Support Developers features plus: (a) 24x7 access to support engineers via ticket and over the phone; (b) response time of up to 1 hour for tickets assigned Production System Down severity; (c) unlimited support cases opened by the authorized contacts; and (d) access to Go Live Support, Training, Custom Edge Applications and Best Practices Review upon an additional fee. (3) Support Mission Critical: includes all Support Enterprise features plus: (a) 8x5 access to Azion Engineers via ticket and over the phone; (b) response time of up to 15 minutes for tickets assigned Business-Critical System Down severity; (c) access to our Go Live Support service for up to 3 events a year; (d) access to our Training service at Azion for up to 2 days a year; (e) access to the creation of Custom Edge Applications with 5 (five) sites included; (f) access to our Best Practices Review, with the appointment of a Trusted Advisor at Azion; (g) access to our Security Response Team (SRT) when purchased along with DDoS Protection - Unlimited, and (h) access to a service channel at Slack for an additional fee.

Technical Account Manager (Azion TAM): service providing Azion’s technical point of contact to the customer with support Enterprise or Mission Critical, who acts as a Consultant, not performing actions in the customer’s environment, providing: (1) holding weekly technical meetings related to POCs and Projects in progress; (2) internalization and monitoring of customer demands, such as requests for new features and products; (3) project plan review and validation; (4) monthly and quarterly reports on contracted services, with indicators and trends; (5) reporting on best practices, Architecture reviews, and recommendations for proactive and ongoing optimization; (6) support in the Change Management process (GMUD); (7) coordination of access to the group of Azion Specialists. Availability of access to Azion TAM during business hours, only for customers with support Enterprise or Mission Critical. Unless otherwise specified in the Customer Agreement or any documents linked thereto, the Azion TAM will be charged a fixed monthly amount depending on the contracted package (part-time or full-time). The designated TAM is a direct employee of Azion, being exclusively responsible for the payment of labor sums and related rights, with no direct or indirect link with the Customer, or any obligation of the latter to TAM. TAM will work remotely, with no obligation to physically attend the Customer’s premises. Likewise, the Azion TAM must not be granted access to internal systems or email assignment linked to the Customer. Azion reserves the right to change the Azion TAM assigned to Customer service at its discretion. If the change of the designated Azion TAM is requested by the Customer, Azion will have up to 90 days to designate a new Azion TAM. The Customer undertakes not to hire, persuade, entice or try to attract Azion employees who have been assigned to him for the Azion TAM service, under penalty of paying a fine corresponding to 12 (twelve) times the total monthly value of the Order corresponding service. The non-recruitment obligation assumed herein will remain in force for up to 18 (eighteen) months after the termination of the contract entered into between the parties. At the end of the Package Contracted for Additional Services, the provision of these services will cease until the next counting period.

Web Application Firewall (WAF): an Edge Firewall’s module designed to protect websites and web applications, includes features such as: (1) control for mitigating threats such as SQL Injections, Cross-Site Scripting, RFI, and others; (2) creation of configurable rule sets to select the desired protection mechanisms and rule sensitivity; (3) creation of whitelists customized according to the application’s behavior; (4) Counting Mode option to analyze threats without actually blocking them; (5) real-time charts containing information about threats detected and attacks blocked. We recommend enabling the Counting Mode feature assisted by Azion’s Integration Services in the phase of learning the application’s behavior to improve service efficiency and reduce the risk of identifying false positives and blocking legitimate requests. Nevertheless, please be advised legitimate application requests may be blocked in case they coincide with any of the WAF security rules. AZION IS CONSTANTLY SEEKING TO UPGRADE OUR SECURITY MECHANISMS TO MAKE OUR PROTECTION SYSTEMS MORE EFFECTIVE AND REDUCE THE RISK OF IMPACTS TO CUSTOMER APPLICATIONS. WE WILL USE SECURITY TEST TOOLS (PENTEST) ON CUSTOMER APPLICATIONS IN ORDER TO IMPROVE SUCH SECURITY MECHANISMS. HOWEVER, THERE ARE NO GUARANTEES THE WAF SERVICE WILL BE ABLE TO PREVENT ALL POSSIBLE ATTACKS OR THREATS. CUSTOMERS SHOULD KEEP SECURITY PRACTICES AT THEIR ORIGINS AS WELL. CUSTOMERS ASSUME ALL RISKS OF SERVICE UNAVAILABILITY OWING TO RULES POORLY CONFIGURED IN THE SERVICE. Except as otherwise provided for in the Customer Agreement or any other documents attached thereto, WAF will be billed considering the (a) number of Requests; (b) number of WAF Rules and (c) WAF Rule Sets, according to the volumes consumed.

2. Purchase and Billing Options

On Demand Agreement: type of purchase through which Customers pay according to their use of the Azion Products and Services. The amount to be paid by Customer for each Product and Service used corresponds to the volume calculated by Azion for the Calculation Metrics in the billing period times its respective Unit Price, according to the Customer Agreement. When Monthly Consumption Ranges have been specified, the Unit Prices of these Consumption Ranges will apply exclusively to the volumes consumed in the respective Consumption Range and generate a progressive discount as Customer’s consumption increases. Under the On-Demand purchase option, Azion reserves the right to remove the account, contents and other Customer data after 12 months of inactivity by Customer.

Reserved Capacity Agreement: type of purchase through which Customer commits to a minimum consumption and payment corresponding to Customer’s Reserved Capacity. In case the Reserved Capacity is used in excess according to the Calculation Metric, the excess use will be charged from the Customer by multiplying the volume which exceeded the Reserved Capacity by the respective Unit Price for the On-Demand purchase model or as defined under the Customer Agreement. The volume that goes unused in a month, if any, can not be carried over and used in subsequent months.

Savings Plan Agreement: a more flexible type of purchase in which Customer commits to a fixed amount for a period of 1 (one), 2 (two) or 3 (three) years and is eligible for discounts over On Demand’s price list, which are made available on Azion’s webpage. These discounts, which are calculated according to payment terms and the volume of the financial commitment, are applied to the following Products, as well as their modules and add-ons: (1) Edge Application, (2) Edge Firewall, (3) Edge DNS, (4) Data Stream and (5) Real-Time Events. By entering into a Savings Plan Agreement, Customer is acquiring service credits for use on Azion Products and Services during the term of the agreement or until total consumption of said credits, whichever happens first. At the depletion of service credits or term of the Savings Plan Agreement, if Customer remains using Azion Products and Services Customer will be subject to On Demand’s price list.

3. Product Use Calculation Metrics and Methods

Analyzed Data: refers to the total volume of GBs read to process the answers for Real-Time Events GraphQL queries, whether through the user interface (UI), the command line interface (CLI), or directly through the GraphQL API.

Azion TAM: fixed monthly fee according to the contracted package.

Class A Operations: refers to the overall count of executed operations falling within the Class A category. Class A includes the following S3 calls, as well as their REST API equivalents: CopyObject, CreateBucket, DeleteBucketCors, DeleteBucketEncryption, GetBucketAcl, GetBucketCors, GetBucketEncryption, GetBucketLocation, GetBucketVersioning, GetObjectAcl, HeadBucket, ListBuckets, ListMultipartUploads, ListObjectsV2, ListObjectVersions, ListParts, PutBucketAcl, PutBucketCors, PutBucketEncryption, PutObjectAcl, UploadPartCopy.

Class B Operations: refers to the overall count of executed operations falling within the Class B category. Class B includes the following S3 calls, as well as their REST API equivalents: GetObject, GetObjectLegalHold, GetObjectLockConfiguration, GetObjectRetention, HeadObject.

Class C Operations (Free Operations): refers to the overall count of executed operations falling within the Class C category. Class C includes the following S3 calls, as well as their REST API equivalents: AbortMultipartUpload, CreateMultipartUpload, CompleteMultipartUpload, DeleteBucket, DeleteObject, DeleteObjects, PutObject, PutObjectLegalHold, PutObjectLockConfiguration, PutObjectRetention, UploadPart.

Compute Time: refers to the processing time consumed by Edge Functions.

Data Gathered: the total volume in GB gathered by the Real-Time Events.

Data Ingested: refers to the volume of GBs transferred from the Edge Platform to Real-Time Events.

Data Streamed: refers to the total volume of GB transferred by Data Stream.

Data Stream Requests: refers to the total sum of events sent by Data Stream.

Data Transferred: refers to the total volume of GB transferred by Azion for a given Product or Service. Correspond to the sum of (a) the traffic between users or devices and Azion, and (b) the traffic when retrieving the content from the origin server. The metric Data Transferred is computed for each Product or Service, without discounting or diminishing any other metric of any other Services.

Domains: number of Domains created in the Real-Time Manager.

Edge Applications: the number of Edge Applications created, independent of being assigned to a Domain or not.

Hosted Zones: zone created and managed by Edge DNS. Each existing zone is considered as a “hosted zone”.

Images Processed: total volume of images processed by our Image Processor service, whether for optimization, cutting, resizing, application of filters, or other service features. Processed images are calculated at every request by the Azion Edge Servers to our Image Processor service.

Invocations: refers to the total number of executions of a given function code, independent of neither the processing results nor the success of the code’s execution.

Origin Shield Fee: fixed monthly fee for receiving updates and changes to the list of IP addresses of the Network List Origin Shield contracted.

Orchestrated Edge Nodes: number of Edge Nodes added on the platform and linked to at least one Edge Service.

Protection Fee: monthly fee charged according to the level or limit of DDoS protection purchased.

Real-Time Events Queries: refers to the number of queries made to search for events on Real-Time Events by web interface, API or other Azion Products and Services.

Real-Time Purge Operations: refers to the number of URLs, Wildcard URLs or Cache Keys requested by the Customer’s Purge operation in the billing period.

Requests: refers to the total sum of requests, when processed or analyzed by some specific Product or Service. For our Edge Firewall Service enabled in a Domain, even if partially or on a path or under a specific condition, all Requests made to that Domain will be calculated in the Edge Firewall Requests metric. The Requests metric is calculated for each Service, without discounts or reductions being made to other metrics related to any other Services.

Rows Read: refers to the total number of rows read in both the main database instance and the replicas present on the edge nodes.

Rows Written: refers to the total number of rows written in the main database instance.

Standard Queries: queries made to the Edge DNS service. If it is considered a “standard query”, any query made to the DNS service where the answer is exactly the value that is stored in the database, without using any intelligence, such as geolocation, latency, availability of servers etc., for selection values to be answered.

Storage: refers to the volume of GB stored with Azion. It’s calculated hourly, with no minimum retention requirement, and billed monthly.

Support Services Fee: calculated as a (a) specified minimum monthly amount or, in case such minimum amount is exceeded, (b) a percentage of Customer’s costs for the monthly use of all other Azion Products and Services during the billing period.

Total Orchestrated Data: total volume of GB transferred between the Edge Nodes and Azion’s servers.

Total Data Transferred: refers to the total volume of GB transferred by Azion, for all Customer’s Domains, regardless of the services enabled in each Edge Application. It is the sum of the (a) traffic between users and Azion’s Edge Servers, and (b) traffic from origin servers, even when such origin servers belong to the Azion network, such as in the case of our Image Processor and Live Ingest services.

Total Storage: represents the sum of volumes, in gigabytes (GB), used by the database on the main instance and on all its replicas distributed across the edges. The calculation is performed hourly, adding up the total volume consumed across all instances. The monthly average of this accumulated total is then calculated, with no requirement for a minimum data retention period.

WAF Rule Sets: refers to the number of WAF’s configurations, or rule sets, which may be shared between different Domains.

WAF Rules: the number of rules created by Customers for allowing (whitelist rules) or blocking (blacklist rules) requests.

4. Units Used

Azion follows ISO/IEC 80000 standards and, therefore, traffic unit factors are always converted times 1,000.

TB: terabyte(s), 1 TB = 1,000 GB.

GB: gigabyte(s), 1 GB = 1,000 MB.

MB: megabyte(s), 1 MB = 1,000 kB.

KB ou kB: kilobyte(s), 1kB = 1,000 bytes.

5. Product Release Stages

The release of new Products or features by Azion is subject to the following stages:

Experimental: this is limited to Azion employees and may, by invitation from Azion, be extended to a closed group of Customers, whose participation implies confidentiality on the part of the Customer. It is a stage prior to Preview for the purpose of testing new Products and features that are still under development. These features or products may be unstable and undergo changes incompatible with previous versions. There is no SLA during this phase, due to it being a test with limited resource availability. Azion’s goal at this stage is to validate functionality and collect feedback from a limited set of Customers or collaborators. At this stage, the Product or feature is generally suitable for use only in the Customer’s testing environments and is not recommended for production environments. This stage has a variable duration, depending on the development time of each feature or product.

Preview: During the Preview stage, products or features are ready for testing and will be made available to all Customers on the “Developer” Service Plan and to those customers on other Service Plans who have opted to receive Preview features. This step is often publicly announced by Azion. There are no SLAs during Preview unless otherwise specified in the terms of a particular release. This stage can last up to 6 months, depending on the specific characteristics and specifications of each launch. Generally the Preview stage enables use in test and production environments, and the Customer may be charged for use of the product.

General Availability: Products and features in General Availability are open to all Clients, covered by Azion’s SLAs when applicable, and are ready for use in production environments, according to these Terms of Service.

Deprecated: Products and features that are Deprecated are scheduled to be terminated and removed (End-Of-Life, EOL). All clients must be notified according to the rules of the Client Agreement. There is no SLA for Deprecated Products and features, nor is there a commitment to fix bugs or evolve the features of these Products. Azion can terminate the Product and remove the Client’s data on the notified End-Of-Life date, with Clients responsible for copying their data and settings or migrating to another Product, when applicable.

1. Products and Services

2. Purchase and Billing Options

3. Product Use Calculation Metrics and Methods

4. Units Used

5. Product Release Stages

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