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Terms of Service

Last update occurred on August 18, 2020.

The following definitions referring to products and services, charging methodologies and other applicable terms to the hiring and use of Azion’s Products and Services. We seek to constantly improve our solutions and, as a result, this document may be updated, and should always be consulted in its latest version.

All Azion products and services are offered as Edge Services and are accessible through specific Internet communication protocols. Our servers are located in several points of presence (POPs) around the world. The orchestration and configuration of Azion Products and Services is done through the Real-Time Manager interface or its APIs. Products and services are priced according to usage, contracting mode and prices as defined in the Customer Agreement.

1. Products and Services

Adaptive Delivery: Edge Application module designed to detect devices based on the User Agent String sent by the User, allowing the delivery of content to different devices and formats from the same URL. The product’s efficiency depends on the correct configuration of the regular expressions that make it possible to map the types of devices and corresponding User Agent Strings. The efficiency of the product depends on the correct configuration of the regular expressions that make it possible to map the types of devices and corresponding User Agent Strings. It is up to the Customer’s origin server to deliver the most appropriate content for each type of device, according to the detection carried out by Adaptive Delivery and informed to the origin server through a customizable HTTP header field. Content variations can be cached on Azion’s Edge, according to the defined settings. Unless specified otherwise in the Customer Agreement or any documents attached thereto, Adaptive Delivery will be charged for Data Transferred according to the volumes consumed.

Terms of Service

Last update occurred on August 18, 2020.

The following definitions referring to products and services, charging methodologies and other applicable terms to the hiring and use of Azion’s Products and Services. We seek to constantly improve our solutions and, as a result, this document may be updated, and should always be consulted in its latest version.

All Azion products and services are offered as Edge Services and are accessible through specific Internet communication protocols. Our servers are located in several points of presence (POPs) around the world. The orchestration and configuration of Azion Products and Services is done through the Real-Time Manager interface or its APIs. Products and services are priced according to usage, contracting mode and prices as defined in the Customer Agreement.

1. Products and Services

Adaptive Delivery: Edge Application module designed to detect devices based on the User Agent String sent by the User, allowing the delivery of content to different devices and formats from the same URL. The product’s efficiency depends on the correct configuration of the regular expressions that make it possible to map the types of devices and corresponding User Agent Strings. The efficiency of the product depends on the correct configuration of the regular expressions that make it possible to map the types of devices and corresponding User Agent Strings. It is up to the Customer’s origin server to deliver the most appropriate content for each type of device, according to the detection carried out by Adaptive Delivery and informed to the origin server through a customizable HTTP header field. Content variations can be cached on Azion’s Edge, according to the defined settings. Unless specified otherwise in the Customer Agreement or any documents attached thereto, Adaptive Delivery will be charged for Data Transferred according to the volumes consumed.

Application Acceleration: Edge Application module designed to accelerate web applications and APIs. It includes access to protocol optimization features, advanced cache rules (Advanced Cache Key) that allows granular caching with a minimum TTL of 0 seconds, segmentation and cache policies based on criteria such as name/value of Cookies and Query Strings, in addition to features such as conditional Rules Engine, Bypass Cache, KeepAlive, Forward Cookies, POST Cache, amongst others. It offers the HTTP GET, HEAD, POST, PUT, PATCH, DELETE and OPTIONS methods. Unless specified otherwise in the Customer Agreement or any documents attached thereto, Application Acceleration will be charged for Data Transferred according to the volumes consumed.

Data Streaming: designed to collect data from requests to Edge Applications or other Azion Products and Services. The information to be collected is selected by the customer, who already declares himself authorized by his users to collect and process information received in requests. AZION IS NOT RESPONSIBLE FOR: (A) THE USAGE THAT WILL BE GIVEN BY THE CUSTOMER TO THE COLLECTED DATA; (B) CUSTOMER’S RIGHT TO COLLECT DATA FROM ITS USERS. The collected information is sent to the customer’s infrastructure using the protocol chosen by the Customer in the interface of the Real-Time Manager or API, in NDJSON (Newline Delimited JSON) format, defined in a configurable template. The data is sent in blocks of 2 thousand requests, separated by \n (Newline), or 60 seconds, whichever occurs first. Azion will make all commercially reasonable efforts to send data to the customer’s infrastructure, or of its suppliers, in real time or with a delay of less than 3 minutes, however, in cases of access peaks, attacks or causes unrelated to Azion, the delay may exceed the expected time. THE CUSTOMER IS RESPONSIBLE FOR THE AVAILABILITY OF HIS DATA RECEIVING INFRASTRUCTURE AND, IF IT IS UNAVAILABLE, AZION WILL DISPOSE OF THE COLLECTED DATA. Unless specified otherwise in the Customer Agreement or any documents attached thereto, the data streaming will be charged for (a) Data Streaming Requests and (b) Data Streamed, according to the volumes consumed.

DDoS Protection: DDoS Protection will be provided solely and exclusively in accordance with the terms available in https://www.azion.com/en/documentation/products/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 a DDoS attack, even if such measures result in performance degradation in the delivery of content or applications, and (ii) recognizes that the Service Level Agreement (“SLA”) does not apply during the period of a DDoS attack. The Azion DDoS Protection service is offered in the following ways: (i) DDoS Protection - 5 Gbps, which includes the following features: (a) network flow analysis (layers 3 and 4), (b) detection of the most common DDoS attacks, network and transport layers and (c) mitigation of the most common DDoS attacks, network and transport layers, up to the limit of 5 Gbps; (ii) DDoS Protection - 20 Gbps, which includes all the features of DDoS Protection - 5 Gbps and more: (a) detection of more sophisticated DDoS attacks, (b) cost protection through service credit, when applicable, and (c) mitigation of larger volume DDoS attacks, up to the limit of 20 Gbps; (iii) DDoS Protection - 50 Gbps, which extends protection against DDoS attacks up to 50 Gbps; and (iv) DDoS Protection - Unlimited, to protect against DDoS attacks without a volume limit, being able to use the entire Azion network for mitigation, in addition to 24x7 access to the Security Response Team (SRT) by hiring the Support Mission Critical. Attacks that exceed the contracted volumes can be immediately blocked until the attack is over. To be eligible for a service credit (a) the DDoS attack must result in a charge that exceeds twice the monthly consumption average of the previous six (6) months, excluding months in which a DDoS attack occurred; (b) if it is impossible to calculate the monthly average consumption of the previous six months, the average consumption volume of the available months will be used as a basis; (c) the Customer must notify Azion Technical Support of an ongoing DDoS attack by registering an online ticket; (d) Azion Technical Support must verify that the reported DDoS attack is a legitimate DDoS attack; and (e) credit requests must be sent by the Customer within 30 days after the disputed service invoice is closed. Unless specified otherwise in the Customer Agreement or any documents attached thereto, DDoS Protection will be charged for (a) a fixed monthly amount according to the contracted protection limit (Protection Fee) and, in addition, (b) a value per GB of total traffic (Total Data Transferred). When contracting the DDoS Protection service, the Customer is obliged to pay for a minimum of twelve (12) months of service. If the Customer’s average bill exceeds its contracted volume, or if more than two credits are requested in a given calendar year, Azion will be entitled to require the Customer to pay an additional DDoS Protection Fee for each DDoS attack suffered. A single credit can be applied monthly, even when multiple attacks occur in said month. The credit must be issued as a credit note and not a revised invoice. AZION IS CONSTANTLY SEARCHING TO UPDATE ITS SAFETY MECHANISMS TO INCREASE THE EFFECTIVENESS OF PROTECTION SYSTEMS AND REDUCE THE RISK OF IMPACT TO CUSTOMER APPLICATIONS. HOWEVER, THERE IS NO GUARANTEE THAT THE DDOS SERVICE WILL BE ABLE TO PREVENT ALL POSSIBILITIES OF ATTACKS OR THREATS. RECOMENDAMOS QUE OS CLIENTES MANTENHAM OS CONTROLES DE SEGURANÇA TAMBÉM EM SUAS ORIGENS. O CLIENTE ASSUME TODO O RISCO DE INDISPONIBILIDADE DE SERVIÇO DEVIDO A REGRAS MAL CONFIGURADAS NO SERVIÇO.

Digital Certificates: it is the intermediation service and maintenance of the issuance of shared SSL certificates, of the Domain Validated (DV) type, together with a Certification Authority (CA) of Azion’s choice, for unique and exclusive use in Edge Applications. The Customer must be able to prove authority for the desired domains, following the technical procedures requested by CA. The SSL certificate and private key are shared between multiple Customers and will be in the exclusive possession of Azion. The certificate and/or private key will not, under any circumstances, be sent to the Customer. Unless specified otherwise in the Customer Agreement or any documents attached thereto, Digital Certificates will be charged for the number of Digital Certificates according to the volumes consumed.

Edge Application: designed for Customers to build and run their own serverless applications on the edge of the network, closer to users and devices. It is ideal for applications that require low response times or real-time data processing. Each Edge Application can be linked to multiple domains, which in turn are accessible by users and devices. To ensure the smooth functioning of the services, Azion may enable, disable or modify services, POPs, IP addresses, servers, any equipment and content of the customer, without prior notice, always aiming at maintaining or improving their performance and availability. Unless specified otherwise in the Customer Agreement or any documents attached thereto, the Edge Application will be charged for the number of (a) Domains and (b) Edge Applications, according to the volumes consumed, and the volume consumed by its modules.

Edge Caching: Edge Application module designed to deliver web content of any format and type, including HTTP Live Streaming (HLS), through the protocols HTTP/1.0, HTTP/1.1 and HTTP/2 and with support for HTTP GET, HEAD and OPTIONS methods. Includes access to (1) Azion’s network for content delivery; (2) content cache functionality with a minimum TTL of 60 seconds; (3) manipulation of HTTP headers; (4) creating rules for redirecting or delivering content; (5) Real-Time Purge tool; (6) delivery of cached content while the source is inaccessible; (7) delivery of HTTPS (TLS) content with support for OCSP Stapling; (8) uploading a digital certificate and supporting the TLS x509 SNI format, if supported by the user’s browser, or using the shared certificate in the Azion domain; (9) integration with Azion Products and Services. In order to use this service, it is necessary for the Customer to store the original version of Its Content on a source web server with access through the HTTP protocol. THERE IS NO WARRANTY THAT THE CONTENT (OBJECT) WILL BE AVAILABLE IN CACHE DURING THE TIME OF THE TIME-TO-LIVE (TTL) CONFIGURED BY THE CUSTOMER. AZION MAKES THE NECESSARY INVESTMENTS TO KEEP DATA IN CACHE FOR THE NEAREST TIME THAT IS CONFIGURED BY CUSTOMERS, BUT LESS ACCESSED OBJECTS CAN BE AUTOMATICALLY REMOVED FROM THE CACHE TO GIVE SPACE FOR OBJECTIVES OF A LARGER VOLUME OF LESS ACCESSORIES THROUGH A LRU (LEAST RECENTLY USED) ALGORITHM. THE MAXIMUM OBJECT SIZE IS 10GB AND, TO USE THE SERVICE WITH LARGER OBJECTS, AZION’S WRITTEN AUTHORIZATION IS REQUIRED. Unless specified otherwise in the Customer Agreement or any documents attached thereto, the charge for Caching (CDN) will be made through (a) Total Data Transferred; (b) Requests; and (c) Real-Time Purge Operations, according to the volumes consumed.

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

Edge Functions: designed to carry out function code execution on Azion’s Edge, triggered by a user or device request, without the need for the customer to have to provision or manage the infrastructure to execute it. The function code must receive 3 mandatory parameters: (a) the request handler; (b) the handler for the answer; and (c) a JSON for parameterization of variables. The function code can be used to manipulate or transform the request or response. The created function must be associated with an Edge Application or Edge Firewall, where it must be parameterized through an argument formatted in JSON with the function’s variables. The trigger with the conditions for executing the function must be configured in the Edge Application in which the function is associated. Each request that meets the configured execution conditions is considered an invocation (“Invocation”) that triggers the execution of the function. A AZION PODERÁ ENCERRAR, SEM AVISO PRÉVIO, A EXECUÇÃO DE FUNÇÕES QUE ESTEJAM: (A) CONSUMING MORE THAN DEFINED MAXIMUM MEMORY; OR (B) PERFORMING FOR LONGER THAN THE MAXIMUM DEFINED. AZION MAY REMOVE FUNCTIONS CREATED AND THAT HAVE NOT BEEN PERFORMED FOR MORE THAN THREE (3) MONTHS. THE CUSTOMER IS RESPONSIBLE FOR ITS CONTENT, INCLUDING: (A) THE PERFORMANCE OF THE CODE YOU USE; (B) LICENSING TO USE THIRD PARTY CODE OR RESPECT TO THE TERMS OF USE OF IT; AND (C) THE SECURITY OF THE SOURCE CODE YOU USE. Unless specified otherwise in the Customer Agreement or any documents attached thereto, Edge Functions will be charged for (a) Compute Time and (b) Invocations, 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 accessing users can be collected, in addition to information from the servers used to respond to the user’s request. To activate it, you need to copy the Edge Pulse tag and insert it into the desired HTML pages. In doing so, the customer declares himself authorized by its users to collect and process the information described above. The data collected may be used by Azion to improve performance and reliability in accessing Edge Applications. AZION IS NOT RESPONSIBLE FOR: (A) USE THAT WILL BE GIVEN BY THE CUSTOMER TO THE COLLECTED DATA; (B) THE RIGHT THAT THE CUSTOMER HAS TO COLLECT DATA FROM ITS USERS, BECAUSE BY INSERTING THE PULSE TAG IN ITS PAGES WILL BE AUTOMATICALLY AUTHORIZING AZION TO COLLECT THIS INFORMATION. (C) TAG REMOVAL FROM YOUR PAGES IN CASE OF PRODUCT WITHDRAWAL. Azion is committed to not collect any confidential or personal information from its users and also to the correct application of the information collected to constantly improve its delivery algorithms with the clear objective of guaranteeing the best possible experience for those who access our Edge Network. The usage of Edge Pulse must follow the guidelines provided in the product documentation. This way it will guarantee that its execution will be exclusively asynchronous, in other words, it will not impact the loading time and will not interfere in the internal structures of the page where it is inserted. Information related to user navigation will be made available to customers through reports in Real-Time Events and Data Streaming.

Image Processor: Edge Application module designed to dynamically optimize and manipulate images, including the following features: (1) optimization; (2) cutting; (3) resizing; (4) format conversion and (5) application of filters such as blur, noise, watermark, amongst others. The supported formats are JPEG, GIF, PNG, BMP and ICO. The manipulation of images is performed through Query String parameters sent in the request. Image optimization consists of the process of reducing the size of the image file, when possible, seeking to minimize the perceived loss of quality of the image, resulting from the optimization process. The image may be delivered in a file format different from the original, according to the User Access Browser, seeking better delivery optimization (e.g.: webp). There is no guarantee of gain in the optimization process and the customer is responsible for monitoring the average gain resulting from the use of the service. THE CUSTOMER MUST BE AWARE THAT THE IMAGE OPTIMIZATION PROCESS CHANGES THE CONTENT DELIVERED TO THE END USER, MAY RESULT IN DIFFERENCES IN THE VISUAL QUALITY OF THE IMAGE. AZION MAY, AT ANY TIME AND WITHOUT PRIOR NOTICE, UPDATE THE OPTIMIZATION ALGORITHMS, RESULTING IN DIFFERENCES IN THE CONTENT DELIVERED AND IN THE OPTIMIZATION EFFICIENCY. Unless specified otherwise in the Customer Agreement or any documents attached thereto, the Image Processor will be charged for Images Processed according to the volumes consumed.

Intelligent DNS: designed to be an authoritative DNS, with the ability to meet the main QTYPES required by the market, such as: A, AAAA, ANAME, CAA, CNAME, MX, NS, PTR, SRV and TXT. To adopt our product, you will need to change your appointment at the registration agency where you hired your domain so that it starts using Azion servers. The customer is responsible for renewing their domain names as well as ensuring the correct configuration of their zones, records and responses that they wish to provide through the DNS service. Therefore, Azion is not responsible for any failure to update these records. Azion undertakes not to sell, distribute, reveal or make public any customer information, except in the event of a written judicial request, or in the case of illegal acts by the customer, as well as, but not limited to: fraud, content defamatory etc. Azion is authorized to remove zones created in its database that are not being pointed out by any registration server. The cancellation of the DNS service contract will occur when the customer removes all zones from his account and disables the product in the subscriptions area in Real-Time Manager. Azion will also make a final charge, referring to the hosted zones and the consultations attended until the moment of disconnection. Azion does not make any kind of promise in relation to the service offered to its customers and will not be responsible for any dispute made by customers. In no event will Azion be liable for any direct, indirect, accidental, consequential or any other damage. We cannot take action against abusive material until it is brought to our attention. Unless specified otherwise in the Customer Agreement or any documents attached thereto, the Intelligent DNS will be charged for (a) the total number of Hosted Zones, and (b) the total number of queries answered in a given period (Standard Queries).

L2 Caching: add-on of the Edge Caching module designed to be an additional cache layer between the origin of the Customer and Azion’s Edge, minimizing the volume of requests to the origin, in cases where it applies. The service has the following features: (1) content cache functionality with TTL equal to or greater than 30 days (2592000 seconds); (2) Real-Time Purge tool; (3) better use of cached content through the use of persistent hash algorithms for access from Edge. Unless specified otherwise in the Customer Agreement or any documents attached thereto, L2 Caching will be charged for the metrics (a) Data Transferred and (b) Storage.

Live Ingest: designed to receive ingestion of Live Streaming signals and to distribute them through Edge Applications. The ingestion of the Live transmission must be performed using the RTMP protocol, authenticated using a user and password and using an encoder approved by Azion. To improve the availability of the transmission, it is recommended to configure two RTMP Endpoints, a Primary one and a Backup one, in different geographic regions, in addition to the player configurations suggested by Azion. The service provides the functionality of Dynamic Packaging, to convert the delivery format to HLS, so that it can be distributed by Edge Applications in HTTP. The Customer’s encoder must respect the configuration recommendations, formats and codecs supported by the service and approved by Azion. Unless specified otherwise in the Customer Agreement or any documents attached thereto, Live Ingest will be charged for Data Ingested according to the volumes consumed.

Load Balancer: Edge Application module designed to balance customer traffic between sources distributed across multiple datacenters, service providers (multi-cloud) or in the same datacenter, eliminating or minimizing the need for dedicated hardware or software and reducing the impact of local failures in global availability of content. Includes access to the functionality of (1) Balancing Round-Robin, Least Connections and IP Hash; (2) assigning different weights to the origins; (3) configuration of Primary or Backup (standby) servers; (4) handling errors and exceptions in the event of a timeout to connect or receive a response from the source, or if the response from the source is an error supported by Azion. Unless specified otherwise in the Customer Agreement or any documents attached thereto, Load Balancer will be charged for Data Transferred according to the volumes consumed.

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

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

Real-Time Events: designed to enable the Customer to view Azion Products and Services events, accessible through an interface to search for events in different Data Sources, with a time filter to restrict the search. AZION WILL MAKE ALL COMMERCIALLY REASONABLE EFFORTS TO HOLD THE EVENT LOGS FOR 7 DAYS, AND MAKE THEM AVAILABLE TO OUR CUSTOMERS WITH LESS THAN 3 MINUTES. IN CASES OF ACCESS PEAKS, ATTACKS OR EXTERNAL CAUSES TO AZION, THE DELAY MAY BE EXCEEDED. Unless specified otherwise in the Customer Agreement or any documents attached thereto, Real-Time Events will be charged for (a) Data Gathered; (b) Real-Time Events Queries, according to the volumes consumed.

Real-Time Metrics: designed to enable the Customer to monitor indicators of Azion Products and Services, accessible through a web interface and API. Provides the main monitoring indicators with filters for data segmentation by Domain, such as Data Transferred, Bandwidth, Requests, Status Codes, Request Methods, amongst others, in addition to specific indicators for the various products and Azion services contracted as WAF, Live Ingest, Cloud Storage, Image Processor and others, with data retention for 24 months and the possibility of exporting the data to CSV. Unless specified otherwise in the Customer Agreement or any documents attached thereto, Real-Time Metrics will be charged for Requests according to the volumes consumed.

Support: Support will be provided solely and exclusively in accordance with the terms available at https://www.azion.com/en/documentation/products/support/ (“Guidelines”). In providing the technical support service, Azion will use all commercially reasonable efforts to (a) respond within the “response times” set out in the Guidelines for all cases duly registered via online ticket by previously authorized contacts and (b) work to the identification and resolution of the problems presented. When submitting a case, the Customer can declare the severity of the problem. We reserve the right to reclassify the severity level in accordance with the recommendations provided in the Guidelines. All response times are measured from the online ticket registration by one of your authorized contacts. Azion does not guarantee that (i) we will always be able to resolve a case completely, (ii) a problem will no longer be repeated, or (iii) any support or advice will result in improved performance or efficiency. You are solely responsible for the implementation and results of any suggestions or advice received. Unless specified otherwise in the Customer Agreement or any documents attached thereto, support is charged for Support Services Fee. When you sign up or hire Azion Support Enterprise service, you are required to pay for a minimum of thirty (30) days of service. When you sign up or hire Azion Support Mission Critical service, you are required to pay for a minimum of twelve (12) months of service. Azion Support service is offered in 3 plans: (1) Developers: included in all Azion contracts at no additional cost, unless otherwise specified. The Developers plan includes: (a) access to Customer Services for account related issues (billing and access); (b) access to documentation and whitepapers; access to incident reporting and notification; (c) reporting bugs. The service is available from Monday to Friday, during business hours. Business hours are generally defined as 9:00am to 6:00pm, in the country where Azion was contracted, excluding holidays and weekends. These times may vary in countries with multiple time zones. This plan does not provide Technical Support and does not have a telephone service channel. (2) Enterprise: includes all the features of the Developers plan and more: (a) access to support engineers, 24x7, by ticket and telephone; (b) response time of up to 1 hour, for tickets with Production System Down severity; (c) opening of unlimited support cases, through authorized contacts; and (d) access to Go Live Support, Training, Custom Edge Applications and Best Practices Review for an additional fee. (3) Mission Critical: includes all the features of the Enterprise plan and more: (a) access to R&D engineers, 8x5, by ticket and telephone; (b) response time of up to 15 minutes for tickets with Business-Critical System Down severity; (c) access to the Go Live Support service for up to 5 events per year; (d) access to the Training service, at Azion, for up to 2 days a year; (e) access to the creation of Custom Edge Applications with 5 (five) websites included; (f) access to Best Practices Review, with the appointment of a Trusted Advisor at Azion; (g) access to the Security Response Team (SRT) by jointly contracting DDoS Protection - Unlimited, and (h) access to a service channel on Slack, for an additional fee.

Web Application Firewall (WAF): Edge Firewall module designed to protect websites and web applications and includes features such as: (1) control to mitigate threats such as SQL Injections, Cross-Site Scripting, RFI, amongst others; (2) creation of configurable Rule Sets to select the desired protection mechanisms and sensitivity of the rules; (3) creation of customized Whitelists according to the behavior of the application; (4) Counting Mode option for analyzing threats without effectively blocking them; (5) real-time graphics containing information about detected threats and blocked attacks. We recommend enabling the Counting Mode functionality assisted by Azion’s Integration Services to learn the application’s behaviors, to improve service efficiency and reduce the risk of identifying false positives and blocking legitimate requests. Even so, we warn that there may be a blocking of legitimate requests to the application, if they coincide with any of the WAF security rules. AZION IS CONSTANTLY SEARCHING TO UPDATE ITS SAFETY MECHANISMS TO INCREASE THE EFFECTIVENESS OF PROTECTION SYSTEMS AND REDUCE THE RISK OF IMPACT TO CUSTOMER APPLICATIONS, AND WILL USE SAFETY TESTING TOOLS WITH THE UTILIZATION OF THE TEACHER (PENTUENTE) IN THE UTILITY THESE SECURITY MECHANISMS. HOWEVER, THERE IS NO GUARANTEE THAT THE WAF SERVICE WILL BE ABLE TO PREVENT ALL POSSIBILITIES OF ATTACKS OR THREATS. RECOMENDAMOS QUE OS CLIENTES MANTENHAM OS CONTROLES DE SEGURANÇA TAMBÉM EM SUAS ORIGENS. O CLIENTE ASSUME TODO O RISCO DE INDISPONIBILIDADE DE SERVIÇO DEVIDO A REGRAS MAL CONFIGURADAS NO SERVIÇO. Unless specified otherwise in the Customer Agreement or any documents attached thereto, WAF will be charged for (a) the number of Requests; (b) number of WAF Rules and (c) WAF Rule Sets, according to the volumes consumed.

2. Purchase and Billing Options

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

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

3. Product Use Calculation Metrics and Methods

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

Data Gathered: refers to the total volume of GB collected by Real-Time Events.

Data Ingested: refers to the total volume of GB transferred by the Customer to the Live Ingest service, a process called ingesting, for later distribution to Azion Edges Servers.

Data Streamed: refers to the total volume of GB transferred through the Data Streaming product.

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

Data Transferred: refers to the total volume of GB transferred by Azion for each Product or Service that uses this usage accounting metric. Corresponds to the sum of (a) transfer between users and Azion, when requesting the content or application, and (b) transfer to search for content on the origin servers. The Data Transferred metric is computed for each Service, without discounting or decreasing any other metrics from any other Services.

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

Edge Applications: number of Edge Applications created, regardless of whether they are linked to a Domain or not.

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

Images Processed: total volume of images processed by the Image Processor service, either for optimization, cropping, resizing, filter application and other service features. The accounting of processed images occurs with each request from Azion Edge Servers for the Image Processor service.

Invocations: refers to the total number of code executions for a function, regardless of the result of the processing or the success in executing the code.

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

Protection Fee: fixed monthly amount according to the level or limit of DDoS protection contracted.

Real-Time Events Queries: refers to the total sum of queries made to Real-Time Events to query stored events using the web interface, API or other Products and Services.

Real-Time Purge Operations: refers to the number of URLs, Wildcard URLs or Cache Keys for which the Purge operation was requested by the Customer, during the billing period.

Requests: refers to the total sum of requests, when processed or analyzed by a specific Product or Service. For Edge Firewall Service activated in a Domain, even partially or in a specific path or condition, all Domain Requests will be counted in the Edge Firewall Requests metric. The Requests metric is computed for each Service, without discounting or decreasing any other metrics from any other Services.

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

Support Services Fee: calculated as (a) a specified minimum monthly amount or, if greater than this minimum amount, (b) a percentage of your monthly usage costs for all other Azion products and services, during the billing period.

Storage: refers to the monthly average in GB of the storage space used by Customer’s data and metadata in a given Azion Product.

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

WAF Rule Sets: refers to the number of WAF configurations, or sets of rules, that can be shared between different domains.

WAF Rules: refers to the number of rules created by the Customer, both for release (whitelist rules) and for blocking (blacklist rules).

4. Units Used

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

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

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

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

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

5. Product Release Stages

Azion’s release of new Products or features is subject to the following stages:

Internal Access: is limited to Azion employees. It is a pre-release stage for testing purposes.

Early Access: Early Access functionality is limited to a closed group of Customers. Participation is by invitation only from Azion and implies confidentiality on the part of the Customer. These features or Products may be unstable and may undergo changes incompatible with previous versions. There is no SLA for Products or features in Early Access, as it is a test with limited availability of resources, before releases are made for wider use. Azion’s goal at this stage is to validate functionality and collect feedback from a limited set of Customers. Products at this stage do not need be complete. At this stage the Product or functionality is generally suitable for use in Customer’s test environments only. The Early Access internship can take a few months (1 to 2 months).

Beta: in the Beta version, Products or Features are ready for wider testing and use by Customers. The Beta internship is often announced publicly by Azion. There are no SLAs for a Beta version, unless otherwise specified under a specific Beta program. The Beta phase can last for about 6 months. The Beta stage is generally suitable for use in test and production environments, and the Customer may be charged for use of the Product.

General Availability: the Products and features in General Availability are open to all Customers, covered by Azion SLAs when applicable, and are ready for use in a production environment, in accordance with these Terms of Service.

Deprecated: Deprecated Products and features are scheduled to be closed and removed (End-Of-Life, EOL). All customers must be notified in accordance with the rules in the Customer Agreement. There is no SLA for Deprecated Products and features, as well as no commitment to fix bugs or improve the functionality of these Products. Azion may terminate the Product and remove Customer data on the notified End-Of-Life date, with Customers being responsible for copying their data and settings or migrating to another Product, when applicable.


Older versions of this document:

Terms of Service – May 15, 2019

Terms of Service – October 25, 2017

Terms of Service – November 10, 2016