Terms of Service - May 12, 2026

Last updated: May 12, 2026.

The following Terms of Service are an integral part of the Customer Agreement and related documents and set forth product-specific and service-specific terms applicable to Azion Products and Services, including Product Release Stages, Billing Metrics, Usage Units, Contracting Models, and other related terms.

Azion is constantly working to improve its solutions. Consequently, this document may be updated, and Customers should always refer to the latest version.

1. Products and Services

Products and Services: for purposes of these Terms of Service, Products and Services mean the technology-based capabilities, support offerings, and professional services made available by Azion to Customers through the Azion Platform, Azion personnel, or designated specialists. Products are generally delivered through software and underlying technology infrastructure, while Services are performed by Azion personnel or designated specialists, with or without the support of artificial intelligence, automations, or other technologies. Products and Services are billed according to their use, contracting model, and prices, as defined in the Customer Agreement and any applicable related documents.

1.1 Products

AI Inference: designed to run artificial intelligence (AI) models on Azion’s globally distributed infrastructure in response to a request, without requiring the Customer to provision or manage the infrastructure for execution. For specific models, as detailed in the documentation available at https://www.azion.com/en/documentation/platform/ai-inference/models/, it includes access to: (1) OpenAI-compatible API; (2) support for LoRA (Low-Rank Adaptation) via add-on; and (3) model invocation through Functions. AZION MAY TERMINATE, WITHOUT PRIOR NOTICE, THE EXECUTION OF MODELS THAT ARE: (A) CONSUMING MORE THAN THE MAXIMUM DEFINED MEMORY; OR (B) RUNNING LONGER THAN THE MAXIMUM ALLOWED TIME. AZION MAY DEPROVISION MODELS THAT HAVE BEEN CREATED BUT NOT EXECUTED FOR MORE THAN THREE (3) DAYS. THE MODELS AVAILABLE IN AI INFERENCE MAY BE SUBJECT TO ADDITIONAL THIRD-PARTY LICENSE TERMS AND RESTRICTIONS, AND THE CUSTOMER IS RESPONSIBLE FOR THEIR USE, INCLUDING: (A) OBTAINING OR COMPLYING WITH ANY LICENSE FOR THIRD-PARTY MODELS; (B) ENSURING THE SECURITY OF THE MODEL IN USE; AND (C) THE OUTPUT GENERATED BY THE MODEL IN USE. OUTPUT GENERATED BY MODELS IN AI INFERENCE IS NOT VERIFIED BY AZION FOR ACCURACY AND DOES NOT REPRESENT AZION’S VIEWS. Except as otherwise provided in the Customer Agreement or any documents attached thereto, AI Inference will be billed based on consumption of: (a) Compute Time and (b) Requests.

Application Accelerator: an Applications module designed to accelerate web applications and APIs. It includes access to: (a) protocol optimization features; (b) Advanced Cache Key, which allows granular caching based on criteria such as name/value of cookies and query strings; (c) request coalescing; (d) support for advanced rule criteria in Rules Engine; (e) bypass cache; (f) keep-alive connection; (g) forward cookies; (h) caching of POST responses; and other supported acceleration and caching capabilities. Except as otherwise provided in the Customer Agreement or any other documents attached thereto, Application Accelerator will be billed based on: (a) Data Transfer, according to the volumes consumed.

Applications: designed to enable Customers to build and run their own serverless applications on Azion’s globally distributed infrastructure, closer to users and devices. It is the ideal solution for applications that require low latency response time or real-time data processing. Applications include access to Rules Engine, which allows Customers to create rules for application behavior, including HTTP header manipulation, redirects, content delivery rules, and other supported rule-based configurations. Each application can be assigned to multiple Workloads that can be accessed by users and devices. Except as otherwise provided in the Customer Agreement or any other documents attached thereto, Applications will be billed based on the number of Rules, according to the volumes consumed.

Bot Manager: a Firewall module designed to identify and manage bot traffic, protecting applications on the Azion Platform against various attacks while handling large volumes of traffic with low latency. The solution offers two options: (i) Bot Manager Lite, which includes: (a) static rule-based bot detection, (b) integration with SIEM via Data Stream, (c) configurable response actions, (d) scoring-based classification, (e) thresholds and rule selection, and (f) built-in logging and debugging. (ii) Bot Manager, which includes all Bot Manager Lite features plus: (a) dynamic rule-based bot detection, (b) real-time fingerprint identification, (c) support for API, mobile, and web applications, (d) CAPTCHA integration, and (e) mobile SDK device fingerprinting and telemetry. AZION WILL TARGET LOW-LATENCY DETECTION AND MITIGATION OF BOT TRAFFIC; HOWEVER, DURING PEAK TRAFFIC OR ATTACK SCENARIOS, LATENCY MAY INCREASE BEYOND TARGETED LEVELS. AZION STRIVES FOR ACCURATE BOT DETECTION BUT ACKNOWLEDGES TECHNOLOGICAL LIMITATIONS. FACTORS SUCH AS BOT SOPHISTICATION, EVOLVING TECHNIQUES, AND REAL-TIME DATA IMPACT ACCURACY; THEREFORE, 100% ACCURACY IS NOT GUARANTEED. Except as otherwise provided in the Customer Agreement or any other attached documents, Bot Manager will be billed based on: (a) Requests and (b) Profiles, according to the volumes consumed.

Cache: an Applications module designed to cache and deliver content through Azion’s globally distributed infrastructure, reducing requests and traffic to the Customer’s origin and helping improve performance and availability. It includes access to: (1) content caching feature with minimum TTL of 60 seconds; (2) the Real-Time Purge tool; (3) delivery of cached content while the origin is inaccessible; (4) integration with Azion Products and Services; and (5) Tiered Cache capability, which provides an additional cache layer between the Customer’s origin and Azion’s globally distributed infrastructure, minimizing the volume of requests and traffic to the origin in cases where it applies. 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 COMMERCIALLY REASONABLE EFFORTS TO KEEP DATA CACHED FOR AS CLOSE AS POSSIBLE TO THE TIME 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 in the Customer Agreement or any other documents attached thereto, Cache will be billed based on the number of Purges, according to the volumes consumed.

Certificate Manager: a resource used to manage X.509 certificates for exclusive use within Azion’s infrastructure, covering certificates automatically issued by Azion on behalf of the Customer through integration with Let’s Encrypt, Azion SAN certificates, and certificates and private keys provided by the Customer for use with Azion. It includes the following functionalities: (a) automated issuance of Let’s Encrypt certificates, allowing Customers to request certificates through HTTP-01 or DNS-01 challenges, including (i) automated handling of HTTP-01 challenges, in which token management is performed by Azion while Customers configure the required CNAME record; and (ii) support for DNS-01 challenges, dependent on TXT records published by the Customer; (b) automatic renewal of Let’s Encrypt certificates, provided that the requirements of the Certificate Authority (CA) for renewal remain satisfied; (c) Bring Your Own Certificate (BYOC), allowing Customers to upload certificates and private keys, including (i) support for a private key in PEM format; (ii) the ability to upload a trusted Certificate Authority (CA) certificate chain; and (iii) support for Server Name Indication (SNI), when applicable; (d) generation of certificate signing requests (CSRs) and the corresponding private keys, with secure storage on the Platform; and (e) Certificate Revocation List (CRL) management through the Azion API, when applicable. The Customer acknowledges that: (a) by requesting the issuance of a Let’s Encrypt certificate, it is subject to the terms and conditions of such CA, as well as its rate limits and operational restrictions; (b) maintaining the DNS or HTTP configurations required for certificate issuance or renewal is the Customer’s responsibility; (c) the Customer must monitor certificate lifecycle events, including expiration, revocation, or compromise; (d) the Customer is responsible for maintaining backups of its certificates and private keys; (e) the Customer must promptly notify Azion of any suspected compromise or misuse of a certificate or private key; (f) Azion may suspend or revoke certificates that are expired, illegal, revoked by the CA, or that pose risks to the security or integrity of the Platform; and (g) Azion is not responsible for failures, limitations, or unavailability caused by third-party CAs or by infrastructure components outside Azion’s control. Except as otherwise provided in the Customer Agreement or any other documents attached thereto, Certificate Manager is included with the Platform and is not billed as a separate Product or Service.

Connectors: a resource used to manage connection configurations between Applications and other services, whether provided by Azion or external parties. It includes the following features: (a) connection of Applications to an external origin through supported HTTP or HTTPS protocols; (b) access to buckets of the Azion Object Storage product; (c) access to live streams of the Azion Live Ingest product; (d) sharing of a Connectors configuration across multiple Applications; (e) configuration of the Host header, including preservation of the Host header received in the request or rewriting it before forwarding to the origin; (f) configuration of the Path, including the addition of a prefix to the Path received in the request before forwarding to the origin; (g) configuration of the name of the Real IP header used to forward the end user’s real IP address to the origin; (h) configuration of the name of the Real Port header used to forward the actual connection port to the origin; (i) resolution of HTTP redirects sent by the origin without forwarding them to the end user; (j) definition of the DNS resolution policy, including forcing connections to the origin exclusively via IPv4 or allowing connections via both IPv4 and IPv6; (k) definition of the transport protocol policy, including preservation of the protocol received in the request or forcing connections to the origin via HTTP or HTTPS; (l) definition of the HTTP version policy used for the connection to the origin; (m) enabling and configuration of the Load Balancer and Origin Shield modules; (n) definition of the connection address to the origin by means of a Fully Qualified Domain Name (FQDN) or an IP address; and (o) specification of the HTTP and HTTPS ports used for connections to the origin. It is the Customer’s sole responsibility to ensure that any infrastructure, services, or systems external to Azion are properly configured to receive connections originating from Azion’s infrastructure, including, without limitation, network permissions, firewall rules, access controls, security policies, and any other technical requirements necessary for the use of Connectors. Except as otherwise provided in the Customer Agreement or any other documents attached thereto, Connectors are included with the Platform and are not billed as a separate Product or Service.

Console: a resource that provides the web-based configuration interface through which Customers can access, configure, operate, and manage Azion Products and Services. Console may include access to account settings, users, teams, permissions, billing information, product configurations, feedback mechanisms, analytics tools, and other management capabilities made available by Azion. Console may also be used by Azion as an official channel to communicate with Customers, including notices, product updates, service information, surveys such as NPS, product offers, recommendations, and other communications related to Azion Products and Services. Console may be built upon open-source components, including Azion Console Kit, and may use a decoupled UI/API architecture to support updates, integrations, and customization. Azion may modify Console features, functionality, access methods, or related terms at any time, without prior notice. Except as otherwise provided in the Customer Agreement or any other documents attached thereto, Console is included with the Platform and is not billed as a separate Product or Service.

Copilot: an AI-powered assistant integrated into Console, designed to provide Customers with immediate, context-driven answers, guidance, and insights based on Azion’s knowledge base, documentation, and supported product information. Copilot may use third-party AI technologies, orchestration frameworks, and other systems to process prompts, retrieve information, and generate responses. User interactions with Copilot may be stored for a limited period to facilitate service improvement, troubleshooting, and support, subject to Azion’s Privacy Policy and applicable terms. Azion strives to provide accurate and up-to-date information through Copilot but does not guarantee that responses will meet all Customer expectations or requirements. Copilot is provided “as is,” and Azion disclaims all warranties, express or implied, to the fullest extent permitted by law. Except as otherwise provided in the Customer Agreement or any documents attached thereto, Copilot is included with the Platform and is not billed as a separate Product or Service.

Custom Pages: a resource designed to allow Customers to configure predefined or customized pages to be displayed to users based on specific HTTP status codes, such as error status codes. Custom Pages may be associated with Workloads to define how Workloads respond to supported status codes, including page content and cache time-to-live (TTL) settings, allowing the Customer to centralize and reuse page configurations. Except as otherwise provided in the Customer Agreement or any other documents attached thereto, Custom Pages are included with the Platform and are not billed as a separate Product or Service.

Data Stream: designed to collect, format, and send data generated by Azion Products and Services to the Customer’s infrastructure or third-party systems through supported protocols and integrations. The Customer will choose which data will be collected and, by doing so, automatically declares that it is authorized to collect all selected data. AZION IS NOT RESPONSIBLE FOR: (A) THE USE OF THE DATA BY THE CUSTOMER; OR (B) THE CUSTOMER’S RIGHT TO COLLECT ITS USERS’ DATA. The collected data is sent to the Customer’s infrastructure using the protocol chosen by the Customer in the Azion Console interface or API, formatted in NDJSON (Newline Delimited JSON) in a configurable template. The data is dispatched in blocks of 2,000 records separated by “\n” (Newline), or 60 seconds, whichever happens first. Azion will use all commercially reasonable efforts to send all data to the Customer’s infrastructure, or its suppliers, in real time or with a delay of less than 3 minutes. However, in the case of access peaks, attacks, or external causes, the delay may be longer. 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 in the Customer Agreement or any other documents attached thereto, Data Stream will be billed based on: (a) Requests and (b) Data Transfer, according to the volumes consumed.

DDoS Protection: a resource enabled by default in Azion and provided exclusively under the terms available at https://www.azion.com/en/documentation/platform/workloads/#ddos-protection (“Guidelines”). By using Azion, the 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. DDoS Protection provides: (a) unmetered protection for network and transport layer attacks (OSI layers 3 and 4), including but not limited to UDP Flood, TCP SYN Flood, ICMP Flood, and other volumetric attacks as specified in the Guidelines; and (b) protection for certain application layer attacks (OSI layer 7), which may include connection-based restrictions and other technical measures for attacks such as Slowloris, HTTP/2 Fast Reset Attack, and other attack patterns described in the Guidelines. The Customer acknowledges that while DDoS Protection provides unmetered protection for layers 3 and 4 attacks, any application layer 7 attack mitigation by DDoS Protection, including connection-based restrictions, may generate chargeable traffic. For comprehensive protection against hybrid attacks combining multiple OSI layers, the Customer may need to activate multiple products as specified in the Guidelines. The Customer assumes all responsibility for service unavailability caused by misconfiguration of Azion Firewall rules or other security controls on the platform. AZION IS CONSTANTLY SEEKING TO UPGRADE ITS SECURITY MECHANISMS TO MAKE ITS PROTECTION SYSTEMS MORE EFFECTIVE AND REDUCE THE RISK OF IMPACTS TO CUSTOMER APPLICATIONS. HOWEVER, THERE ARE NO GUARANTEES THAT DDOS PROTECTION WILL BE ABLE TO PREVENT ALL POSSIBLE ATTACKS OR THREATS, PARTICULARLY ATTACKS THAT MAY REQUIRE ADDITIONAL CONFIGURATIONS, PRODUCTS, OR SERVICES. CUSTOMERS SHOULD KEEP SECURITY CONTROLS AT THEIR ORIGINS AS WELL AND CONSIDER ACTIVATING APPROPRIATE ADD-ON SERVICES, SUCH AS WAF OR BOT MANAGER, BASED ON THEIR SPECIFIC THREAT LANDSCAPE. CUSTOMERS ASSUME ALL RISKS OF SERVICE UNAVAILABILITY OWING TO RULES POORLY CONFIGURED IN THE SERVICE OR INADEQUATE PRODUCT SELECTION FOR THEIR SPECIFIC ATTACK VECTORS. Except as otherwise provided in the Customer Agreement or any other documents attached thereto, DDoS Protection is included with Firewall and is not billed as a separate Product or Service.

Edge DNS: designed to provide an authoritative DNS service with support for standard DNS record types, including QTYPEs such as A, AAAA, ANAME, CAA, CNAME, MX, NS, PTR, SRV, and TXT. To adopt Edge DNS, the Customer must change the authoritative DNS servers with the domain registrar where the domain is managed so that the domain starts using Azion name servers. The Customer is responsible for renewing its domain names and ensuring the correct configuration of zones, records, and responses that it wishes to provide through the DNS service. Therefore, Azion is not responsible for any failure, limitation, propagation delay, resolution error, domain unavailability, or service impact caused by incorrect, incomplete, unauthorized, outdated, or external DNS configurations. Azion is authorized to remove zones that are not being used. Except as otherwise provided in the Customer Agreement or any other documents attached thereto, Edge DNS will be billed based on: (a) Zones and (b) Queries, according to the volumes consumed.

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 users access the Customer’s web applications may be collected, in addition to information from the servers used to respond to the users’ requests. To activate Edge Pulse, the Customer must copy the Edge Pulse tag and insert it into the desired HTML pages. By doing so, the Customer declares that it is 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 Applications. AZION IS NOT RESPONSIBLE FOR: (A) THE USE GIVEN BY THE CUSTOMER TO THE COLLECTED DATA; (B) THE CUSTOMER’S RIGHT TO COLLECT DATA FROM ITS USERS; OR (C) THE REMOVAL OF THE EDGE PULSE TAG FROM THE CUSTOMER’S PAGES IN CASE OF PRODUCT WITHDRAWAL OR DISCONTINUATION. Azion does not intend to collect confidential information or directly identifiable personal information from users through Edge Pulse, and may use the information collected to improve its delivery algorithms and the experience of users accessing Workloads through Azion. The use of Edge Pulse must follow the guidelines provided in the product documentation. When implemented according to such guidelines, Edge Pulse is designed to run asynchronously and not to impact loading time or interfere with the internal structure of the page where it is inserted. Information related to user navigation may be made available to Customers through Real-Time Events and Data Stream. Except as otherwise provided in the Customer Agreement or any other documents attached thereto, Edge Pulse is included with the Platform and is not billed as a separate Product or Service.

Firewall: designed to enable Customers to configure and run security rules and controls on Azion’s globally distributed infrastructure, helping inspect, filter, block, restrict, or otherwise handle requests before they reach the Customer’s applications or origins. Firewall includes access to Rules Engine for Firewall, which allows Customers to define security logic and rule-based behaviors that are processed sequentially until a request is blocked, restricted, or allowed, according to the Customer’s configuration. Firewall may include or be used with additional modules such as WAF, Network Shield, Bot Manager, Functions, and other supported security controls made available by Azion. The Customer is responsible for defining, validating, maintaining, and testing its Firewall rules, modules, functions, and security configurations, and acknowledges that misconfigured rules or security controls may block legitimate traffic, allow undesired traffic, affect application behavior, or cause service unavailability. Except as otherwise provided in the Customer Agreement or any other documents attached thereto, Firewall will be billed based on: (a) Requests and (b) Rules, according to the volumes consumed.

Functions: designed to run function code on Azion’s globally distributed infrastructure, triggered by a request from a user or device, without requiring the Customer to provision or manage the underlying infrastructure. The function code must receive three parameters: (a) the request handler, (b) the response handler, and (c) a JSON object containing the variables parameterization. The function code can be used to manipulate or transform the request or response. The created function must be associated with Applications or Firewall, where it can be parameterized by an argument formatted in JSON containing the function variables. The trigger containing the conditions to execute the function must be configured on the Applications or Firewall associated with the function. Each request that complies with the configured runtime conditions is considered a Request that triggers the function execution. AZION MAY CEASE, WITHOUT PRIOR NOTICE, THE FUNCTION EXECUTION: (A) IF IT CONSUMES MORE THAN THE MAXIMUM DEFINED MEMORY; OR (B) IF IT EXECUTES FOR LONGER THAN THE MAXIMUM DEFINED TIME. AZION MAY REMOVE FUNCTIONS THAT HAVE NOT BEEN EXECUTED FOR MORE THAN THREE (3) MONTHS. THE CUSTOMER IS RESPONSIBLE FOR ITS OWN CONTENT, INCLUDING: (A) THE CODE’S PERFORMANCE; (B) THE LICENSE TO USE THIRD-PARTY CODE OR COMPLIANCE WITH APPLICABLE TERMS OF USE; AND (C) THE SECURITY OF THE SOURCE CODE USED. Except as otherwise provided in the Customer Agreement or any other documents attached thereto, Functions will be billed based on: (a) Compute Time and (b) Requests, according to the volumes consumed.

Image Processor: an Applications module designed to optimize and dynamically manipulate images, including the following features: (1) optimization; (2) cropping; (3) resizing; (4) format conversion; and (5) applying filters such as blur, noise, watermark, and others. The supported formats are JPEG, GIF, PNG, BMP, ICO, WebP, and AVIF. Images are manipulated through Query String parameters sent in the request. Image optimization is the process of reducing the image file size, whenever possible, while minimizing noticeable quality loss in the image resulting from the optimization process. Images may be delivered in a file format different from the original, according to the user’s browser, in an effort to improve delivery, such as WebP or AVIF. There are no guaranteed gains from the optimization process, and Customers are responsible for 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 CONTENT DELIVERED AND THE OPTIMIZATION EFFICIENCY. Except as otherwise provided in the Customer Agreement or any other documents attached thereto, Image Processor will be billed based on: (a) Images, according to the volumes consumed.

KV Store: a serverless, globally distributed key-value data storage designed to store and retrieve small-to-medium objects through key-based access on Azion’s globally distributed infrastructure, without requiring the Customer to provision or manage the underlying infrastructure. KV Store may be used for workloads such as session data, feature flags, configuration data, counters, IoT telemetry, and other metadata-driven payloads. Key capabilities may include REST, CLI, and SDK interfaces for supported operations such as GET, PUT, DELETE, LIST, and atomic increment, as well as automatic sharding, replication, failover, encrypted transport, and encryption at rest, according to the applicable technical specifications and documentation. The Customer is responsible for the data, objects, keys, namespaces, access controls, integrations, backups, retention, and configurations used with KV Store. Azion will use commercially reasonable efforts to support the availability and durability of Customer data; however, there are no guarantees against data loss, corruption, unauthorized access resulting from Customer configuration, or loss of access to data caused by Customer actions, configuration, integrations, or third-party systems. Except as otherwise provided in the Customer Agreement or any other documents attached thereto, KV Store will be billed based on: (a) Storage, (b) Keys Read, and (c) Keys Written, according to the volumes consumed.

Live Ingest: designed to ingest live streaming signals through RTMP and transmux them for delivery in supported HTTP-based streaming formats, such as HLS, HDS, and MPEG-DASH. The Customer is responsible for configuring the encoder, stream source, credentials, endpoints, and any other technical requirements necessary for the live transmission. Azion may require the use of supported or approved encoders, configurations, and endpoints, and may modify, limit, suspend, or discontinue unsupported configurations that affect the security, performance, availability, or integrity of Azion Products and Services. Except as otherwise provided in the Customer Agreement or any other documents attached thereto, Live Ingest will be billed based on: (a) Data Ingestion, according to the volumes consumed.

Load Balancer: a Connectors module designed to balance Customers’ HTTP/HTTPS traffic between origins distributed across multiple datacenters, service providers (multi-cloud), or within 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. It 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; and (4) handling of errors and exceptions in case of timeouts when connecting to or receiving a response from the origin, or when the origin’s response error is supported by Azion. Except as otherwise provided in the Customer Agreement or any other documents attached thereto, Load Balancer will be billed based on: (a) Data Transfer, according to the volumes consumed.

LoRA Fine-Tune: an extension of AI Inference designed to enable Customers to fine-tune supported artificial intelligence models using Low-Rank Adaptation (LoRA) techniques on Azion’s infrastructure, allowing model adaptation for specific use cases without requiring Customers to provision or manage the underlying infrastructure. The Customer is responsible for training data, model inputs, outputs, third-party model licenses, compliance with applicable terms, and the security and legality of its use of the Product. Except as otherwise provided in the Customer Agreement or any documents attached thereto, LoRA Fine-Tune will be billed based on: (a) Compute Time and (b) Requests, according to the volumes consumed.

Network Shield: a Firewall module designed to control and block access to content and applications directly on Azion’s globally distributed infrastructure. Access control and blocking can be based on 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, and the Customer is responsible for the use of this access restriction functionality. AZION PROVIDES ACCESS CONTROL MECHANISMS ON A BEST-EFFORT BASIS, BUT THEY DO NOT CONSTITUTE ABSOLUTE 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 in the Customer Agreement or any other documents attached thereto, Network Shield is included with Firewall and is not billed as a separate Product or Service.

Object Storage: designed as an efficient, secure, and scalable object storage service, 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, S3-compatible API, or through the UI in Console. The distribution of objects stored in Object Storage to end users should be performed through an application using Connectors, which act as the mechanism responsible for routing, delivering, or transforming requests between the application and the Customer’s end users or systems. The use of an application and its associated Connector may generate billing based on the corresponding metrics. Direct access to objects stored in Object Storage, without going through an application, will be subject to rate limits. By using the storage services offered by Azion, the Customer acknowledges and agrees that it is fully responsible for the content it chooses to upload, store, or share through Azion’s platform. This includes assuming all risks related to the ownership, legality, and proper use of such materials, ensuring that it has all necessary rights, licenses, consents, and permissions for such use. 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 infringement, or any other intellectual property right of third parties, as well as any legal liability arising from the content provided by the Customer. It is the Customer’s duty to ensure that its 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 Azion’s infrastructure, but there are no guarantees against data loss. While Azion provides the platform and tools necessary for storage, protecting against data loss is the Customer’s responsibility, and the Customer must take proactive measures to ensure the security of its critical data, such as backups and/or snapshots. Except as otherwise provided in the Customer Agreement or any other documents attached thereto, Object Storage will be billed based on: (a) Storage; (b) Class A Operations; (c) Class B Operations; and (d) Class C Operations, according to the volumes consumed.

Orchestrator: designed to enable the Customer to orchestrate Edge Services on its own Edge Nodes, accessible through an agent installed on the Customer’s nodes (servers or compatible IoT devices) and managed through Console 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 thereto, Orchestrator will be billed based on: (a) Orchestrated Edge Nodes and (b) Total Orchestrated Data, according to the volumes consumed.

Origin Shield: a Connectors module designed to assist in protecting the Customer’s origin by allowing the Customer to identify, monitor, and authorize the IP/CIDR addresses used by Azion Products to communicate with the Customer’s origins. It includes the following features: (a) access, through Azion Console and API, to the complete list of IP/CIDR addresses used by Azion 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 seven (7) calendar days, from their inclusion in the Origin Shield list 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) identification in the History of Azion Console of the IP/CIDR addresses included and removed in each update of the list. It is the Customer’s responsibility to obtain the list of Origin Shield addresses through Azion Console or API and to grant access at its origin, as well as to keep updated the list of email addresses that must receive notifications 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 returned from the Customer’s email system may result in the message being discarded. It is up to the Customer to keep its firewall and access policies updated to allow connections from Azion’s servers. Except as otherwise provided in the Customer Agreement or any other documents attached thereto, Origin Shield will be billed based on: (a) Shielded Connectors, according to the volumes consumed.

Platform: the technology foundation that supports the availability, operation, integration, security, delivery, storage, observability, and execution of Azion Products and Services on Azion’s globally distributed infrastructure. Platform includes the underlying systems, infrastructure, APIs, runtime environments, resource models, and operational components made available by Azion to support the Products and Services enabled or contracted by the Customer, subject to applicable technical, commercial, operational, and contractual limits. To ensure the proper operation of the Platform, Azion may enable, disable, or modify Products, POPs, IP addresses, servers, equipment, or Customer content, without prior notice, whenever necessary to maintain or improve performance and availability. Except as otherwise provided in the Customer Agreement or any documents attached thereto, Platform is not billed as a separate Product, and its use may be reflected in the Billing Metrics of the Products and Services enabled or contracted by the Customer.

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. Queries are customized in GraphQL, enabling searches across different Data Sources and the application of time filters. Customers 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 EVENTS FOR SEVEN (7) DAYS AND MAKE THEM AVAILABLE TO CUSTOMERS WITH A DELAY OF LESS THAN THREE (3) MINUTES. IN CASE OF PEAK ACCESS, ATTACKS, OR EXTERNAL FACTORS, THE DELAY MAY BE LONGER THAN EXPECTED. Except as otherwise provided in the Customer Agreement or any other documents attached thereto, Real-Time Events will be billed based on: (a) Data Scan and (b) Storage, according to the volumes consumed.

Real-Time Metrics: designed to enable Customers to monitor key performance indicators of Azion Products and Services through Console or API. Provides filters for data segmentation by domain, such as data transfer, bandwidth, requests, status codes, request methods, among others, in addition to specific indicators for Azion Products and Services contracted by the Customer, such as WAF, Live Ingest, Image Processor, and others. Provides data retention of up to twenty-four (24) months and the possibility to export data to CSV. Except as otherwise provided in the Customer Agreement or any other documents attached thereto, Real-Time Metrics is included with the Platform and is not billed as a separate Product or Service.

SQL Database: 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 Azion’s globally distributed infrastructure 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 Azion’s infrastructure. However, there are no guarantees against data loss or corruption. While Azion provides 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 globally distributed infrastructure. Except as otherwise provided in the Customer Agreement or any other documents attached thereto, SQL Database will be billed based on (a) Storage, (b) Rows Read, and (c) Rows Written, according to the volumes consumed.

Web Application Firewall (WAF): a Firewall module designed to protect websites, web applications, and APIs, including features such as: (1) control for mitigating threats such as SQL Injection, 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; and (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 that legitimate application requests may be blocked if they coincide with any of the WAF security rules. AZION IS CONSTANTLY SEEKING TO UPGRADE ITS SECURITY MECHANISMS TO MAKE ITS PROTECTION SYSTEMS MORE EFFECTIVE AND REDUCE THE RISK OF IMPACTS TO CUSTOMER APPLICATIONS. AZION MAY USE SECURITY TEST TOOLS (PENTEST) ON CUSTOMER APPLICATIONS IN ORDER TO IMPROVE SUCH SECURITY MECHANISMS. HOWEVER, THERE ARE NO GUARANTEES THAT 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 DUE TO MISCONFIGURED RULES IN THE SERVICE. Except as otherwise provided in the Customer Agreement or any other documents attached thereto, WAF will be billed based on: (a) Requests; (b) Rule Sets; and (c) Exceptions, according to the volumes consumed.

Workloads: a resource that represents the communication layer of an application running on Azion’s globally distributed infrastructure. Workloads allow the Customer to bind multiple domains to an application and, when applicable, to a digital certificate, Firewall, and Custom Pages, and to define protocol settings such as HTTP, HTTPS, HTTP/3, ports, minimum TLS version, TLS ciphers, and mutual TLS (mTLS), when available. Workloads include support for: (a) the delivery of several types of web content, including HTTP Live Streaming (HLS); (b) HTTP/1.0, HTTP/1.1, HTTP/2, and HTTP/3 protocols; (c) HTTP GET, HEAD, POST, PUT, PATCH, DELETE, and OPTIONS methods; and (d) HTTPS (TLS) delivery with OCSP Stapling. Except as otherwise provided in the Customer Agreement or any other documents attached thereto, Workloads will be billed based on: (a) the number of Workloads; (b) Data Transfer; and (c) Requests, according to the volumes consumed.

1.2 Services

Application Development: a service provided by Azion, structured as a package of contracted hours for the development of new applications and functions capable of running on the Azion Platform, utilizing its native capabilities and/or solutions from partners available on the Azion Marketplace (“Application Development”). The development will be carried out: (a) in a manner compatible with Azion’s existing Products and Services; (b) ensuring integration, usability, and alignment with the applicable service levels (SLA) of the Platform; (c) following industry standards and protocols; (d) aligned with the scope of Azion’s Products and Services; and (e) in compliance with the technical guidelines defined by Azion. The request for Application Development must be formalized by the Customer and will be evaluated by Azion, considering technical, commercial, and operational aspects. Azion reserves the right to refuse or suspend Application Development that, at its sole discretion, may compromise the security, stability, or compliance of the Platform with applicable regulations. The scope of Azion Application Development includes: internalization and monitoring of Customer requests, including the Application Development request and the technical and functional specification of the application, following Azion’s adopted practices; periodic technical meetings (weekly, biweekly, or monthly) to track ongoing Application Development; review and validation of the Application Development plan. The Customer must provide a detailed scope of the desired application, specifying technical and operational requirements. The Customer is solely responsible for validating the application’s functionality after delivery and ensuring compatibility with its external integrations. Azion is not responsible for failures or impacts resulting from improper use of the developed application, nor for modifications made by the Customer without Azion’s prior validation. Unless otherwise stated in the Customer Agreement or attached documents, Azion Application Development will be charged based on a package of development hours, determined according to the complexity and estimated effort required for the requested application’s implementation. The Customer may request adjustments or changes after delivery, subject to Azion’s new evaluation. If these adjustments require additional effort, scope changes, or impact previously agreed deadlines, Azion may define a new package of hours and corresponding costs. If the Customer chooses to cancel the service before development is completed, Azion may charge for services already provided as well as any incurred operational costs. Azion Application Development does not include continuous technical support for developed applications. If the Customer requires support and/or ongoing maintenance, additional hourly packages must be contracted. The implementation of an application under Azion Application Development does not imply an obligation for Azion to maintain or update it indefinitely. Future maintenance and upgrades may be contracted separately. Azion Application Development is a service provided exclusively by Azion, and Azion is solely responsible for the payment of labor-related expenses and associated rights. There is no employment relationship, direct or indirect, between Azion and the Customer, nor any obligation from the Customer towards the professionals assigned to the service. The Azion Application Development service will be performed remotely, with no obligation for physical presence at the Customer’s premises. THE CUSTOMER ACKNOWLEDGES AND AGREES THAT ALL INTELLECTUAL PROPERTY RELATED TO THE APPLICATION OR FUNCTION DEVELOPED UNDER AZION APPLICATION DEVELOPMENT BELONGS EXCLUSIVELY TO AZION, UNLESS OTHERWISE STATED IN THE CUSTOMER AGREEMENT OR ATTACHED DOCUMENTS. CERTAIN ELEMENTS OF THE APPLICATION AND FUNCTIONS MAY INCORPORATE THIRD-PARTY SOFTWARE COMPONENTS MADE AVAILABLE UNDER OPEN SOURCE OR PROPRIETARY LICENSES, AND IN SUCH CASES, THE USE, DISTRIBUTION, AND MODIFICATION OF THESE COMPONENTS MUST COMPLY WITH THE TERMS AND RESTRICTIONS OF THEIR RESPECTIVE LICENSES. THE CUSTOMER MAY USE THE APPLICATION IN ACCORDANCE WITH THE TERMS AND CONDITIONS APPLICABLE TO AZION’S PRODUCTS AND SERVICES AND WILL HAVE ACCESS TO THE SOURCE CODE OF THE DEVELOPED APPLICATION BUT MAY NOT MAKE THE CODE PUBLIC.

Best Practices Review (BPR): a service designed to provide Customers, upon the Customer’s request, with a review of their Azion configurations, architecture, performance, security settings, or other supported areas, with recommendations intended to help improve the use of Azion Products. Best Practices Review may include technical meetings, analysis of configurations, identification of improvement opportunities, architecture recommendations, security or performance guidance, and delivery of a findings report according to the applicable scope: (a) performance optimization; (b) security optimization; or (c) cost reduction. Best Practices Review is provided as a fixed package of contracted hours that may be used during the applicable contract term and does not renew monthly. The Customer is responsible for deciding whether to implement any recommendation and for validating the results of any change made in its environment. Azion does not guarantee that recommendations will result in improved performance, cost reduction, security posture, availability, or any specific outcome. Except as otherwise provided in the Customer Agreement or any documents attached thereto, Best Practices Review will be billed based on the number of contracted One-Time Service Packages, which may be charged upfront or according to the applicable invoice schedule.

Business Events Support (BES): a service designed to provide Customers, upon the Customer’s request, with remote live support during planned business events, high-traffic events, launches, campaigns, peak periods, or other specific operational windows in which additional support availability may be required. Business Events Support may include preparation meetings, event readiness review, definition of success criteria, assessment and planning activities, and remote live support during the event, according to the applicable scope and contracted support window. The Customer is responsible for communicating expected event dates, traffic estimates, application dependencies, success criteria, and any required information within the timeline agreed with Azion, which may require notice of up to seventy-two (72) hours prior to the event. Business Events Support is provided as a fixed package of contracted hours that may be used during the applicable contract term and does not renew monthly. The contracted support window guarantees the availability of Azion support personnel to provide remote assistance during the applicable event window, up to a maximum of six (6) hours per event. Business Events Support does not guarantee that the event will be free of incidents, performance degradation, outages, attacks, or operational issues. Except as otherwise provided in the Customer Agreement or any documents attached thereto, Business Events Support will be billed based on the number of contracted One-Time Service Packages, which may be charged upfront or according to the applicable invoice schedule.

Instructor-Led Training: a remote training service designed to provide Customers, upon the Customer’s request, with instructor-led live training conducted by Azion personnel or designated specialists on Azion Products and Services applicable to the Customer’s context. Instructor-Led Training may include live instruction, course materials, Q&A, and other training activities according to the contracted scope, duration, and number of seats. Instructor-Led Training is provided as one or more contracted Courses, valid for use during the applicable contract term, and does not renew monthly. The Customer is responsible for ensuring participant availability, prerequisites, attendance, and appropriate use of training materials. Training materials may be subject to intellectual property restrictions and may not be reproduced, distributed, recorded, replicated, or shared except as expressly authorized by Azion. Except as otherwise provided in the Customer Agreement or any documents attached thereto, Instructor-Led Training will be billed based on the number of contracted Courses, which may be charged upfront or according to the applicable invoice schedule.

Integration Services: a service designed to support Customers, upon the Customer’s request, with onboarding, implementation, migration, or configuration of Azion Products and Services. Integration Services may include technical meetings, gathering of technical and business requirements, activation of contracted Azion Products and Services, configuration of Azion Products and Services for the Customer, Azion Console usage training, migration assistance, validation of technical requirements, and review of service configurations according to the applicable scope. The Customer is responsible for providing accurate requirements, access, dependencies, origin configurations, application information, and any resources necessary for the service to be performed. Azion is not responsible for failures or impacts resulting from incomplete information, incorrect Customer configurations, third-party services, origin unavailability, or changes made by the Customer outside the agreed scope. Azion personnel or designated specialists may not apply any changes to configurations outside the Azion Platform. Integration Services is provided as a fixed package of contracted hours, valid for use during the applicable contract term, and does not renew monthly. Except as otherwise provided in the Customer Agreement or any documents attached thereto, Integration Services will be billed based on the number of contracted One-Time Service Packages, which may be charged upfront or according to the applicable invoice schedule.

Managed Configuration Service (MCS): a service designed to provide Customers, upon the Customer’s request through a Support Ticket, with assistance from Azion personnel or designated specialists to apply configuration changes to Azion Products and Services within the Azion Platform, according to the contracted scope. The Customer is responsible for providing complete and accurate instructions, validating the requested configurations, approving their implementation, and assessing the results and impacts of any configuration change. Azion is not responsible for failures, impacts, service unavailability, performance degradation, security issues, or other effects resulting from configurations requested or approved by the Customer, incomplete or inaccurate Customer information, third-party services, origin unavailability, or changes made by the Customer outside the agreed scope. Azion personnel or designated specialists may not apply any changes to configurations outside the Azion Platform. Managed Configuration Service is provided as a monthly package of contracted hours, valid for use during the applicable monthly period, subject to the monthly hours limit defined in the Customer Agreement or any documents attached thereto, and unused monthly hours do not roll over to subsequent months. Except as otherwise provided in the Customer Agreement or any documents attached thereto, Managed Configuration Service will be billed based on the number of contracted Recurring Service Packages.

Platform Feature Development: a service provided by Azion, structured as a package of contracted hours for developing new features or improving existing functionalities on the Azion Platform (“Feature Development”). The development will be carried out: (a) in a manner compatible with Azion’s existing Products and Services; (b) ensuring integration, usability, and the same SLA applicable to the Platform; (c) following industry protocols and standards; (d) aligned with the scope of Azion’s Products and Services; and (e) in compliance with the technical guidelines and the Product Release Stages defined by Azion. A request for Feature Development must be formalized by the Customer and will be evaluated by Azion, considering technical, commercial, and operational aspects. Azion reserves the right to refuse or suspend the development of any feature that, at its sole discretion, may compromise the security, stability, or regulatory compliance of the Platform. The scope of Platform Feature Development includes internalizing and tracking Customer demands, including the request for Feature Development and its technical and functional specification, in accordance with Azion’s adopted practices; periodic technical meetings (weekly, biweekly, or monthly) to monitor ongoing Feature Development; and review and validation of the Feature Development plan. The Customer must provide a detailed scope of the desired functionality, specifying technical and operational requirements. The Customer is solely responsible for validating the feature’s functionality after delivery and ensuring compatibility with its applications and external integrations. Azion is not responsible for failures or impacts resulting from the improper use of the developed feature or for modifications made by the Customer without prior validation by Azion. Pricing Model: Unless otherwise stated in the Customer Agreement or attached documents, Platform Feature Development will be charged based on a development hour package, determined according to the complexity and estimated effort required for implementing the requested functionality. Adjustments and Modifications: The Customer may request adjustments or modifications after delivery, subject to a new evaluation by Azion and potential additional charges if there is a change in the original validated request. Cancellation: If the Customer decides to cancel the service before development is completed, Azion may charge for the services already rendered as well as for any incurred operational costs. Platform Feature Development does not include ongoing technical support for the developed functionalities. If the Customer requires support, it must separately contract the applicable Support tier. The implementation of a feature under Platform Feature Development does not imply an obligation for Azion to maintain or update it indefinitely. Future maintenance and enhancements may be contracted separately. Platform Feature Development is a service provided exclusively by Azion, and Azion is solely responsible for the payment of labor-related expenses and associated rights. There is no direct or indirect employment relationship between Azion and the Customer, nor any obligation from the Customer toward the professionals allocated to the service. Platform Feature Development services will be performed remotely, with no obligation for physical presence at the Customer’s premises. THE CUSTOMER ACKNOWLEDGES AND AGREES THAT ALL INTELLECTUAL PROPERTY RELATED TO THE FEATURE DEVELOPED UNDER AZION PLATFORM FEATURE DEVELOPMENT BELONGS EXCLUSIVELY TO AZION. THE CUSTOMER WILL NOT HAVE ACCESS TO THE SOURCE CODE OF THE DEVELOPED FEATURE AND MAY NOT CLAIM ANY RIGHTS, OWNERSHIP, LICENSING, OR EXCLUSIVITY OVER THE FUNCTIONALITY IMPLEMENTED UNDER AZION PLATFORM FEATURE DEVELOPMENT. THE CUSTOMER MAY USE THE FEATURE IN ACCORDANCE WITH THE TERMS AND CONDITIONS APPLICABLE TO AZION’S PRODUCTS AND SERVICES, WITHOUT ANY EXCLUSIVITY OR RIGHT TO MODIFY IT.

Security Response Team (SRT): a service designed to provide Customers, upon the Customer’s request, with access to Azion personnel or designated security specialists for supported security response activities within the contracted scope. Security Response Team may include review of security events, threat analysis, attack investigation, mitigation guidance, support during or after a DDoS attack or other supported security event, construction of customized security rules, coordination with Support or other Azion teams, and other security response activities according to the applicable scope. The Customer remains responsible for the security of its applications, origins, configurations, access controls, data, and systems, and for deciding whether to implement any recommendation or requested configuration. Azion is not responsible for failures, impacts, service unavailability, performance degradation, security issues, or other effects resulting from actions taken pursuant to the Customer’s instructions, requests, approvals, or pre-authorizations, the Customer’s failure to follow Azion’s instructions or recommendations, the Customer’s delay or withholding of approval for Azion to take a requested action, incomplete or inaccurate Customer information, third-party services, origin unavailability, or changes made by the Customer outside the agreed scope. Azion does not guarantee that all attacks, threats, vulnerabilities, or incidents will be prevented, detected, mitigated, or resolved. Security Response Team is provided as a monthly package of contracted hours, valid for use during the applicable monthly period, subject to the monthly hours limit defined in the Customer Agreement or any documents attached thereto, and unused monthly hours do not roll over to subsequent months. Except as otherwise provided in the Customer Agreement or any documents attached thereto, Security Response Team will be billed based on the number of contracted Recurring Service Packages.

Slack Channel: a service designed to provide Customers with a dedicated or shared Slack-based communication channel for 8x5 support-related communication with Azion, subject to the availability, scope, support hours, and conditions defined in the Customer Agreement or applicable Order. Slack Channel may be used for coordination, questions, updates, or support-related communication with Azion support personnel, but it does not replace formal support case registration when required for severity classification, response time measurement, incident tracking, or contractual support obligations. Slack Channel does not include any response time guarantee, and Customers must have their own paid Slack account to use this service. The Customer is responsible for ensuring that its participants comply with applicable security, confidentiality, and acceptable use requirements and do not share sensitive information unless appropriate. Except as otherwise provided in the Customer Agreement or any documents attached thereto, Slack Channel will be billed as a Subscription Fee.

Support: a service designed to provide Customers with access to Azion support resources, support channels, support personnel, and technical assistance for supported issues related to the use of Azion Products and Services, according to the Support tier contracted by the Customer and the terms available at https://www.azion.com/en/documentation/support/ (“Support Guidelines”). Support is offered in four tiers: (a) Developer Support, (b) Business Support, (c) Enterprise Support, and (d) Mission-Critical Support. (i) Developer Support is included in all Azion contracts at no additional cost, unless otherwise specified, and includes access to documentation, guides, whitepapers, learning resources, community support, and AI-assisted self-service guidance; Developer Support does not include Technical Support through Azion support channels (ticket, email, phone, or video call) and does not include any response time commitment or SLA. (ii) Business Support includes all Developer Support features, plus 24/7 access to open support cases through ticket or email, response time commitments according to the severity of the support case as defined in the applicable SLA, unlimited support cases submitted by authorized contacts, and five (5) hours per year of Integration Services during the contract term. (iii) Enterprise Support includes all Business Support features, plus access to support channels by phone and video call and reduced response time commitments compared to Business Support according to the severity of the support case as defined in the applicable SLA. For Professional Services, Enterprise Support includes twenty (20) hours per year of Integration Services, twenty (20) hours per year of Best Practices Review, and one (1) Business Events Support event per contract year. (iv) Mission-Critical Support includes all Enterprise Support features, plus further reduced response time commitments compared to Enterprise Support according to the severity of the support case as defined in the applicable SLA. For Professional Services, Mission-Critical Support includes sixty (60) hours per year of Integration Services, forty (40) hours per year of Best Practices Review, one hundred (100) hours per year of Business Events Support, and twenty (20) hours per month of Technical Account Manager during the contract term. Professional Services included in each Support tier are tier-specific and replace, rather than accumulate with, any Professional Services included in lower Support tiers. Each included Professional Service remains subject to its own scope, limits, availability, and conditions. When providing Support, Azion will use commercially reasonable efforts to: (a) respond within the applicable response times for support cases duly submitted through the required support channel by previously authorized contacts; and (b) work to identify, troubleshoot, and assist with supported issues reported by the Customer. Response times are measured from the submission of a valid support case through the applicable support channel by an authorized contact, unless otherwise specified in the applicable SLA or Support Guidelines. Business Hours are generally defined as 9:00 AM to 6:00 PM, in the country where Azion was contracted, excluding holidays and weekends. These hours may vary in countries with multiple time zones. The Customer may define the severity of a support case when submitting it, but Azion may reclassify the severity level according to the criteria described in the Support Guidelines. Support does not include: (a) accessing, approving, configuring, or modifying the Customer’s infrastructure, systems, applications, origins, networks, accounts, or third-party services outside the Azion Platform; (b) developing, modifying, or debugging the Customer’s applications or code; (c) investigating or resolving issues caused by the Customer’s infrastructure, suppliers, third-party services, external integrations, or origin unavailability; (d) implementing recommendations or configuration changes on behalf of the Customer, except when expressly included in the contracted Support tier or separately contracted under an applicable Professional Service; or (e) any service, feature, capability, or Professional Service not expressly included in the contracted Support tier. Azion does not guarantee that: (a) any issue will be fully resolved; (b) any issue will not recur; (c) any support, guidance, recommendation, or troubleshooting assistance will result in improved performance, availability, security, cost reduction, or operational efficiency; or (d) any Customer application, origin, system, or third-party service will operate without interruption, degradation, vulnerability, attack, or failure. The Customer is solely responsible for deciding whether to implement any recommendation provided by Azion and for validating the results and impacts of any action taken based on Support. Paid Support tiers require a minimum twelve (12)-month commitment. Except as otherwise provided in the Customer Agreement or any documents attached thereto, Developer Support is included with the Platform and is not billed as a separate Product or Service. Paid Support tiers will be billed as a Support Fee, according to the contracted Support tier and the applicable pricing, minimum support fee, and other billing conditions described in the Customer Agreement and any documents attached thereto.

Technical Account Manager (TAM): a service providing Azion’s technical point of contact to the Customer, who acts as a consultant, not performing actions in the Customer’s environment, providing: (a) holding weekly technical meetings related to POCs and projects in progress; (b) internalization and monitoring of Customer demands, such as requests for new features and products; (c) project plan review and validation; (d) monthly and quarterly reports on contracted services, with indicators and trends; (e) reporting on best practices, architecture reviews, and recommendations for proactive and ongoing optimization; (f) support in the Change Management process; and (g) coordination of access to the group of Azion Specialists. Availability of access to Azion TAM is during Business Hours, according to the contracted package. TAM is available as (a) Partial TAM, subject to the monthly hours limit defined in the Customer Agreement or any documents attached thereto; or as (b) Dedicated TAM. Unused monthly hours do not roll over to subsequent months. The designated TAM is a direct employee of Azion, with Azion being exclusively responsible for the payment of labor-related expenses and associated rights, with no direct or indirect employment relationship 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, TAM must not be granted access to internal systems or an email account linked to the Customer. Azion reserves the right to change the TAM assigned to Customer service at its discretion. If the change of the designated TAM is requested by the Customer, Azion will have up to ninety (90) days to designate a new TAM. The Customer undertakes not to hire, persuade, entice or try to attract Azion employees who have been assigned to it for the TAM service, under penalty of paying a fine corresponding to twelve (12) times the total monthly value of the Order corresponding to the service. The non-recruitment obligation assumed herein will remain in force for up to eighteen (18) months after the termination of the contract entered into between the parties. Except as otherwise provided in the Customer Agreement or any documents attached thereto, Technical Account Manager will be billed based on the number and type of contracted Recurring Service Packages.

1.3 Product Release Stages

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

Experimental: limited, by invitation from Azion, 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 or 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 stage, 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 broader testing and use by Customers. This stage 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 six (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 Customers, 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 Customers must be notified according to the rules of the Customer 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 Customer’s data on the notified End-of-Life date, with Customers responsible for copying their data and settings or migrating to another Product, when applicable.

2. Billing Terms

2.1 Billing Metrics

Billing Metrics: measurable units or billing components used to calculate charges for Azion Products and Services during the applicable billing cycle, including usage-based meters, service packages, service fees, and any other chargeable items defined in these Terms of Service. Unless otherwise provided in the Customer Agreement or any applicable related documents, the billing cycle for recurring or usage-based Products and Services is monthly, regardless of the applicable Invoice Schedule or Payment Terms. One-time Products and Services are charged according to the applicable contracted scope and billing conditions.

Class A Operations: a usage-based meter that 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: a usage-based meter that 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: a usage-based meter that 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: a usage-based meter that refers to the processing time consumed by applicable Products. For Functions, Compute Time refers to the total duration elapsed between the start and end of each function execution. For AI Inference and LoRA Fine-Tune, Compute Time refers to the duration of active execution, measured in hours, multiplied by the amount of memory allocated, measured in GB, and is measured in GB-hour — a unit that represents the total memory usage during the period in which AI models are running on Azion’s infrastructure.

Courses: a service package that refers to the number of Instructor-Led Training courses contracted by the Customer.

Data Ingestion: a usage-based meter that refers to the total volume of data, measured in GB, ingested by Live Ingest.

Data Scan: a usage-based meter that refers to the total volume of data, measured in GB, scanned to process the answers for Real-Time Events queries, whether through the user interface (UI), the command line interface (CLI), or directly through the GraphQL API.

Data Transfer: a usage-based meter that refers to the total volume of data, measured in GB, transferred through the underlying infrastructure used to provide a given Product or Service to the Customer. It corresponds to the sum of applicable traffic entering, leaving, or moving within Azion’s infrastructure to provide the Product or Service, including cache fill when applicable. Data Transfer is computed for each Product or Service, without offsets or deductions applied against metrics of other Products or Services.

Exceptions: a usage-based meter that refers to the total number of active exception rules configured across all WAF rule sets. Exceptions are collected daily and calculated as the daily average number of active Exceptions during the monthly billing cycle. Because Exceptions include a free tier per WAF rule set, Exceptions may be classified as (a) Free Exceptions or (b) Paid Exceptions. Paid Exceptions are the Exceptions that exceed the applicable free tier of each WAF rule set. Exception charges apply monthly for as long as such Exceptions remain configured with Azion.

Images: a usage-based meter that refers to the total volume of images processed by Image Processor, whether for optimization, cropping, resizing, application of filters, format conversion, or other supported features. Images are counted on each request processed by Image Processor and do not include images served from Cache without processing by Image Processor.

Keys Read: a usage-based meter that refers to the total number of keys read from KV Store, including direct GET requests and LIST operations that result in keys or associated values being returned.

Keys Written: a usage-based meter that refers to the total number of keys affected by write-type operations in KV Store, including PUT, DELETE, metadata updates, and atomic-increment commands.

Orchestrated Edge Nodes: a usage-based meter that refers to the number of Edge Nodes added to the Platform and linked to at least one Edge Service.

Profiles: a usage-based meter that refers to the number of active Bot Manager calibration profiles. Profiles are collected daily and calculated as the daily average number of active Profiles during the monthly billing cycle. Profile charges apply monthly for as long as such Profiles remain configured with Azion.

Purges: a usage-based meter that refers to the number of URLs, Wildcard URLs, or Cache Keys submitted for cache purge. Each URL, Wildcard URL, or Cache Key submitted for purge is counted as one Purge.

Queries: a usage-based meter that refers to the number of DNS queries processed by Edge DNS.

Requests: a usage-based meter that refers to the total number of requests processed by a specific Azion Product, regardless of outcome or response status, even when triggered by another Azion Product. Each request is measured individually per Product, with no offsets or deductions applied against metrics of other Products.

Rows Read: a usage-based meter that refers to the total number of rows read or scanned in both the main database instance and the replicas present on Azion’s globally distributed infrastructure.

Rows Written: a usage-based meter that refers to the total number of rows written in the main database instance.

Rule Sets: a usage-based meter that refers to the number of active WAF configurations. Rule Sets are collected daily and calculated as the daily average number of active Rule Sets during the monthly billing cycle. Rule Set charges apply monthly for as long as such Rule Sets remain configured with Azion.

Rules: a usage-based meter that refers to the total number of active rules configured in the Rules Engine. Rules are collected daily and calculated as the daily average number of active rules during the monthly billing cycle. Because Rules may include a free tier per application or firewall, Rules may be classified as (a) Free Rules or (b) Paid Rules. Paid Rules are the Rules that exceed the applicable free tier of each application or firewall. Rule charges apply monthly for as long as such Rules remain configured with Azion.

Service Packages: a Billing Metric that refers to the number of contracted packages for applicable Services. Service Packages may be classified as (a) One-Time Service Packages or (b) Recurring Service Packages. One-Time Service Packages are valid for use during the applicable contract term and do not renew monthly. Recurring Service Packages are valid for use during each applicable monthly period, subject to the contracted monthly hours limit, and unused monthly hours do not roll over to subsequent months. Service Packages are billed based on the number and type of contracted packages.

Shielded Connectors: a usage-based meter that refers to the number of Connectors protected through Origin Shield. Shielded Connectors are collected daily and calculated as the daily average number of active Shielded Connectors during the monthly billing cycle. Shielded Connector charges apply monthly for as long as such Shielded Connectors remain configured with Azion.

Storage: a usage-based meter that refers to the volume of data, measured in GB, stored with Azion. Storage is collected daily and calculated as the daily average volume of data stored during the monthly billing cycle. Storage charges apply monthly based on the amount of data stored with Azion for as long as such data remains stored.

Subscription Fee: a service fee that refers to a fixed recurring fee charged for the applicable Service.

Support Fee: a service fee calculated as the greater of: (a) a specified minimum monthly amount; or (b) a percentage of the Customer’s monthly charges for use of applicable Azion Products during the billing cycle.

Total Orchestrated Data: a usage-based meter that refers to the total volume of data, measured in GB, transferred between Edge Nodes and Azion’s servers.

Workloads: a usage-based meter that refers to the total number of active Workloads configured in the account. Workloads are collected daily and calculated as the daily average number of active Workloads during the monthly billing cycle. Workload charges apply monthly for as long as such Workloads remain configured with Azion.

Zones: a usage-based meter that refers to the total number of active DNS zones configured and managed through Edge DNS. Zones are collected daily and calculated as the daily average number of active Zones during the monthly billing cycle. Zone charges apply monthly for as long as such Zones remain configured with Azion.

2.2 Usage Units

Azion follows ISO/IEC 80000 standards and, therefore, storage and traffic unit factors are converted using decimal units.

TB means terabyte(s), where 1 TB = 1,000 GB.

GB means gigabyte(s), where 1 GB = 1,000 MB.

MB means megabyte(s), where 1 MB = 1,000 kB.

KB or kB means kilobyte(s), where 1 kB = 1,000 bytes.

2.3 Contracting Models

Azion Plans: a contracting model through which Customers are enrolled in an Azion Plan that defines the applicable subscription, included usage limits and features, and billing conditions for the use of Azion Products and Services. All Customers must be enrolled in an Azion Plan to use Azion Products and Services. The amounts payable by the Customer and any applicable commitment are defined by the applicable Plan available at https://www.azion.com/en/pricing/ and are subject to the Azion Plans Terms and Conditions.

On-Demand: a contracting model through which Customers pay according to their use of Azion Products and Services, without a usage or spend commitment. The amount payable by the Customer for each Product or Service used corresponds to the volume calculated by Azion for the applicable Billing Metrics during the billing cycle, multiplied by the applicable On-Demand pricing available at https://www.azion.com/en/documentation/fundamentals/pricing/. When consumption tiers apply, the price of each tier applies only to the volume consumed within the respective tier, generating a progressive discount as the Customer’s consumption increases. Under the On-Demand contracting model, Azion reserves the right to remove the Customer’s account, content, and other Customer data after twelve (12) months of inactivity by the Customer.

Reserved Capacity: a contracting model available through a Service Order for Customers enrolled in the Enterprise Plan, under which the Customer agrees to a usage commitment and receives applicable discounts over On-Demand pricing for the Products and Services specified in the Service Order. The amounts payable by the Customer and the applicable commitment are defined in the Service Order and any applicable related documents.

Savings Plan: a contracting model available through a Service Order for Customers enrolled in the Enterprise Plan, under which the Customer agrees to a spend commitment and receives applicable discounts over On-Demand pricing for the Eligible Products specified in the Service Order. The amounts payable by the Customer and the applicable commitment are defined in the Service Order and any applicable related documents.

Previous versions of this document

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Terms of Service – November 10, 2020

Terms of Service – May 15, 2019

Terms of Service – October 25, 2017

Terms of Service – November 10, 2016