Terms of Service

By accessing or using any website, product, platform, or service provided by Aezona Cloud Solutions (“Aezona”, “we”, “us”, or “our”), you agree to be bound by these Terms of Service (“Terms”). If you are entering into these Terms on behalf of a company or other legal entity, you represent that you have authority to bind that entity.

If you do not agree to these Terms, you must not access or use our services. Use of our services constitutes ongoing acceptance of the most current version of these Terms.

These Terms apply to all visitors, registered users, and enterprise customers. Where a separate Master Services Agreement (MSA) or Order Form has been executed between Aezona and your organisation, that agreement takes precedence over these Terms to the extent of any conflict.

Aezona provides a suite of cloud management software products and managed IT services, including but not limited to:

Software Products

• Aezona AIops — autonomous cloud operations, incident response, and task automation
• Aezona Guard — AI-powered security intelligence, alert triage, and one-click remediation
• Aezona IaC UI — visual infrastructure management with automated Terraform generation
• CostLens — cloud cost analytics, spend tracking, and waste elimination

Managed Cloud Services

• Multi-Cloud Support (AWS, Azure, Google Cloud Platform)
• Cloud Migration and Architecture Design
• DevOps Automation and CI/CD Pipeline Implementation
• Security & Compliance (SOC 2, ISO 27001, GDPR, HIPAA)
• Network Solutions, Backup & Recovery, and Cost Optimization
• 24/7 Monitoring and On-Call Engineering Support

Support Services

• Customer support portal with case management and reply threads
• Aevi AI assistant for instant technical guidance
• Live engineer chat (available on Professional, Business, and Enterprise plans)
• Email and emergency phone support with SLA-backed response times

Aezona reserves the right to modify, suspend, or discontinue any feature or service with reasonable notice. We will not be liable for any modification, suspension, or discontinuation of services where such changes are communicated in advance.

Account Registration

To access most Aezona services you must register for an account. You agree to:

• Provide accurate, current, and complete registration information
• Maintain the security of your account credentials and not share them with any third party
• Notify Aezona immediately at support@aezona.com if you suspect unauthorised access to your account
• Accept responsibility for all activities that occur under your account

Organisational Accounts

Where your account is provisioned as part of an enterprise subscription, your organisation administrator is responsible for managing user access, roles, and permissions. Aezona is not liable for actions taken by users within your organisation's account.

Cloud Environment Access

When you grant Aezona access to your cloud environments (AWS, Azure, GCP) to deliver managed services, you are responsible for ensuring that the permissions granted are appropriate and that you have the authority to authorise such access. Aezona will operate strictly within the scope of permissions granted and will not retain standing access beyond the active service engagement.

You agree not to use Aezona services to:

• Violate any applicable law, regulation, or third-party rights
• Transmit any content that is unlawful, harmful, defamatory, or obscene
• Attempt to gain unauthorised access to any Aezona system, network, or other customer's environment
• Interfere with or disrupt the integrity or performance of our services or infrastructure
• Reverse engineer, decompile, or disassemble any Aezona software
• Use the services to mine cryptocurrency or conduct distributed denial-of-service attacks
• Resell or sublicense Aezona products or services without written authorisation
• Use our AI assistant (Aevi) to generate content that violates applicable laws or Anthropic's usage policies
• Introduce malware, viruses, or other malicious code into any Aezona system
• Misrepresent your identity or affiliation with any person or organisation

Aezona reserves the right to investigate suspected violations and to suspend or terminate access without notice where a violation is reasonably believed to have occurred. Egregious violations may be reported to appropriate law enforcement authorities.

Aezona targets high availability for its platforms and commits to the following general service level targets. Binding SLAs for enterprise customers are documented in the applicable Order Form or MSA.

Platform Uptime

• Aezona Support Portal — 99.5% monthly uptime target
• CostLens — 99.5% monthly uptime target
• Aezona AIops & Guard — 99.9% monthly uptime target (Enterprise plans)

Support Response Times

• Starter — first response within 24 hours on business days
• Professional — first response within 4 hours
• Business — first response within 4 hours; 1 hour for urgent/critical
• Enterprise — first response within 1 hour, 24/7

Scheduled Maintenance

Aezona performs planned maintenance during low-traffic windows. We will provide at least 48 hours advance notice for scheduled maintenance that may impact service availability. Emergency maintenance required to address critical security vulnerabilities may be performed with shorter notice.

Exclusions

Uptime commitments do not apply to downtime caused by:

• Factors outside Aezona's reasonable control (force majeure, third-party provider outages)
• Actions or omissions by the customer or their authorised users
• Customer's cloud provider outages (AWS, Azure, GCP)
• Scheduled maintenance windows communicated in advance

Custom Pricing

All Aezona subscriptions are custom-quoted based on your organisation's cloud footprint, team size, required products, and support tier. Pricing is confirmed in a written Order Form prior to service commencement.

Invoicing & Payment

• Invoices are issued monthly or annually as agreed in your Order Form
• Payment is due within 30 days of invoice date unless otherwise specified
• Late payments may incur interest at 1.5% per month or the maximum rate permitted by law, whichever is lower
• All fees are exclusive of applicable taxes (VAT, GST, sales tax) which will be added where required by law

Plan Changes

Upgrades to a higher plan tier take effect immediately and are prorated for the remainder of the billing period. Downgrades take effect at the start of the next billing cycle. Certain features (such as live chat access) are enabled or disabled automatically upon plan change.

Refunds

Fees paid for services already delivered are non-refundable except where required by applicable consumer protection law or as expressly provided in your Order Form. If Aezona terminates services without cause, you are entitled to a prorated refund for the unused portion of any prepaid term.

Aezona Intellectual Property

All software, platforms, AI models, documentation, brand assets, and methodologies created by Aezona remain the exclusive intellectual property of Aezona Cloud Solutions. Nothing in these Terms transfers any ownership rights to you. You receive a limited, non-exclusive, non-transferable licence to use the services during the term of your subscription.

Customer Data & Content

You retain all ownership rights to your data, cloud configurations, and content. By using our services, you grant Aezona a limited licence to access and process your data solely to deliver the services you have contracted for. We will not use your data for any other purpose.

Feedback

If you provide Aezona with feedback, suggestions, or ideas about our services, you grant us a perpetual, irrevocable, royalty-free licence to use that feedback for any purpose, including improving our products. No compensation is owed for feedback.

Your use of Aezona services involves the collection and processing of personal data as described in our Privacy Policy, which is incorporated into these Terms by reference.

Where Aezona processes personal data on your behalf as a data processor (for example, data within your support cases or cloud environment), the terms of a Data Processing Agreement (DPA) apply. Enterprise customers receive a DPA as part of their contract. Other customers may request a DPA by contacting privacy@aezona.com.

• You are responsible for ensuring you have a lawful basis for sharing any personal data with Aezona
• You must not submit sensitive personal data (health records, financial account numbers, government IDs) to support cases or cloud environments unless specifically required for a contracted service
• Aezona implements SOC 2 Type II and ISO 27001 aligned controls to protect data in our custody

Each party agrees to treat as confidential any non-public information disclosed by the other party in connection with these Terms that is designated as confidential or that reasonably should be understood to be confidential given the nature of the information (“Confidential Information”).

• Each party will use Confidential Information only to fulfil its obligations under these Terms
• Each party will protect the other's Confidential Information using at least the same degree of care it uses for its own confidential information, and no less than reasonable care
• Confidential Information does not include information that is or becomes publicly available through no fault of the receiving party, or that the receiving party independently develops
• Confidentiality obligations survive termination of these Terms for a period of three (3) years

Aezona's access to your cloud environments, system configurations, and technical architecture is treated as your Confidential Information. This information is never shared with third parties except as required to deliver the services or as required by law.

Disclaimer of Warranties

Except as expressly stated in a written Order Form or MSA, Aezona services are provided “as is” and “as available” without warranty of any kind, whether express, implied, or statutory, including implied warranties of merchantability, fitness for a particular purpose, or non-infringement.

Aezona does not warrant that its services will be uninterrupted, error-free, or free from viruses or other harmful components. AI-generated recommendations (including those from Aevi, AIops, and Guard) are advisory in nature and should be reviewed by qualified technical staff before implementation.

Limitation of Liability

To the maximum extent permitted by applicable law, Aezona's total aggregate liability to you for any claims arising under or related to these Terms shall not exceed the greater of: (a) the total fees paid by you to Aezona in the twelve (12) months immediately preceding the claim; or (b) USD $500.

In no event shall Aezona be liable for any indirect, incidental, special, consequential, or punitive damages, including loss of profits, revenue, data, business, or goodwill, even if Aezona has been advised of the possibility of such damages.

Nothing in these Terms excludes or limits liability for death or personal injury caused by negligence, fraud, or any other liability that cannot be excluded by law.

You agree to indemnify, defend, and hold harmless Aezona and its officers, directors, employees, and contractors from and against any claims, liabilities, damages, losses, and expenses (including reasonable legal fees) arising out of or in connection with:

• Your breach of these Terms or any applicable law or regulation
• Your use of the services in a manner not authorised by these Terms
• Any content or data you submit to Aezona that infringes third-party intellectual property or privacy rights
• Your organisation's failure to obtain required consents before sharing personal data with Aezona

Term

These Terms remain in effect for as long as you use Aezona services. Subscription terms are as specified in your Order Form (typically 12 months, auto-renewing unless cancelled).

Termination by You

You may terminate your subscription by providing written notice to Aezona at least 30 days before the end of your current billing period. Access to the service will continue until the end of the paid period.

Termination by Aezona

Aezona may suspend or terminate your access immediately and without notice if:

• You materially breach these Terms and fail to cure the breach within 10 business days of written notice
• You fail to pay invoices that remain outstanding for more than 60 days
• Your use of the services poses a security risk to Aezona or other customers
• Aezona is required to do so by law or court order

Effect of Termination

Upon termination, your right to access the services ceases immediately. Aezona will retain your data for 90 days following termination to allow for data export, after which it will be securely deleted in accordance with our Privacy Policy. Aezona will revoke all credentials used to access your cloud environments within 24 hours of termination.

These Terms shall be governed by and construed in accordance with the laws of the State of Texas, United States, without regard to its conflict of law principles. The parties irrevocably consent to the exclusive jurisdiction of the state and federal courts located in Dallas County, Texas for the resolution of any dispute arising under these Terms.

Notwithstanding the foregoing, either party may seek injunctive or other equitable relief in any court of competent jurisdiction to prevent irreparable harm pending resolution of a dispute.

For customers in the European Union or United Kingdom, mandatory local consumer protection laws and statutory rights are not affected by this governing law clause.

Aezona may update these Terms from time to time. When we make material changes, we will notify you via email and by posting a prominent notice on our website at least 14 days before the changes take effect.

Your continued use of Aezona services after the effective date of the revised Terms constitutes your acceptance of the changes. If you do not agree to the updated Terms, you must stop using the services and notify us of your intention to terminate.

For changes required by law or to address security vulnerabilities, we may implement updates with shorter or no notice period.

For questions about these Terms or to send a formal notice, contact us at: