Effective Date: October 21,2025

Welcome to Aksio, LLC (“Aksio,” “we,” “us,” or “our”). Please read on to learn the rules and restrictions that govern your use of our website and services (collectively, the “Services”). If you have any questions, comments, or concerns regarding these terms or the Services, please contact us at:

• Email: help@aksio.io

These Terms of Use (the “Terms”) are a binding contract between you and Aksio. By completing your purchase or using the Services in any way, you agree to all of these Terms, which will remain in effect while you use the Services.

1. Eligibility
You must be of legal age to form a binding contract. If you are using the Services on behalf of an organization, you represent and warrant that you are authorized to bind that organization to these Terms.

2. Subscription Model

• Services are provided on a month-to-month basis with no long-term contract.
• Subscriptions renew automatically each month unless canceled.
• You may cancel at any time with 30 days’ notice.

3. Service Level Agreement (SLA)

• Availability: Services are available 8AM–5PM CST
• Support Channels: Phone, Email, Ticketing System

• Response Times:

• Critical: 1 hour
• High: 4 hours
• Normal: 6 hours

• KPIs:

• RTO (Recovery Time Objective): 24 hours
• ASA (Average Speed to Answer): 15 minutes
• FCR (First-Call Resolution): 85%
• MRT (Mean Resolution Time): 1 hour

4. Statement of Work (SOW)
Aksio provides the following services using Kaseya 365 Endpoint, Kaseya RocketCyber and Kaseya INKY, delivered remotely and structured by tiered pricing. These services are provided on a best-effort basis, and while we strive to maintain high standards of performance and reliability, we make no guarantees of total security, uninterrupted service, or complete threat elimination.

Services Rendered:

Managed EDR, Next-Gen Antivirus, Ransomware Protection, Web
Filtering, RMM, Email Security, Patch Management, 24/7 Security Operations Center,
Endpoint Backups, Technical Support. All based on tiered pricing.

Email Security
Delivered via Kaseya INKY as an advanced email protection layer for phishing detection and user awareness. This service complements Microsoft 365 and Google Workspace security configurations and includes:

• Anti-phishing, anti-malware, spam filtering
• Account takeover detection and attachment analysis
• User management and basic troubleshooting
• Monthly email threat and activity reports tailored to platform and tier

Managed EDR
Delivered via Datto EDR, this service includes real-time threat detection, automated response, and rollback capabilities. Features include:

• Behavioral analysis and anomaly detection
• Threat containment and quarantine
• Rollback of ransomware-infected files
• Continuous monitoring of endpoint activity
• Monthly personalized EDR reports based on selected tier

Next-Gen Antivirus
Integrated with Datto AV engine, this service provides:

• Signature-based and heuristic malware detection
• AI-driven threat prevention
• Real-time scanning and remediation
• Layered protection with EDR
• Monthly AV performance summaries included in EDR reports

Ransomware Protection
Utilizes Datto EDR rollback agent and behavioral monitoring to:

• Detect encryption-based attacks
• Automatically rollback affected files
• Alert and isolate compromised endpoints
• Included in EDR reporting and threat summaries

Web Filtering
Utilizes Datto EDR for Web access control and content filtering:

• Block access to malicious or non-compliant websites
• Enforce acceptable use policies
• Real-time URL categorization and threat scoring
• Monthly usage and block reports included in RMM summaries

Remote Monitoring & Management (RMM)
Using Datto RMM, this service includes:

• Asset inventory and health monitoring
• Patch deployment and compliance tracking
• Remote troubleshooting and automation scripting
• Alerting and ticket generation
• Monthly RMM reports customized to support tier

Patch Management
Automated patching via Datto RMM:

• OS and third-party application updates
• Scheduling and deployment control
• Patch compliance reporting
• Integration with RMM for centralized visibility

24/7 Security Operations Center (SOC)
Delivered through Kaseya RocketCyber:

• Continuous monitoring of endpoint and network activity
• Threat hunting and incident response
• Real-time alerting and escalation
• Monthly SOC activity summaries included in EDR reports

Endpoint Backups
Backup services delivered through Kaseya Unitrends include:

• Scheduled backups of critical endpoint data
• Remote restoration capabilities
• Monitoring of backup success/failure
• Integration with RMM for visibility and alerts

Technical Support
Marketed as “Unlimited Technical Support,” with the following scope:

• Availability: 8AM–6PM CST, Monday through Friday
• Supported Issues:
• Microsoft Windows OS issues (e.g., slowness, crashes, updates)
• Printer setup and troubleshooting
• General endpoint performance issues

• Exclusions:

• No support for proprietary third-party applications, websites, or external services
• No advanced or custom software development
• No on-site support unless separately contracted

Out-of-Scope Services
On-site support, including but not limited to hardware repair, physical troubleshooting, or in-person visits, is not included in this agreement. All services are delivered remotely unless otherwise agreed in writing.

Supported Systems

• Microsoft Windows (Full Support): Windows 10 and 11, including patch management, remote troubleshooting, software deployment, and security configuration (EDR, AV, Ransomware Detection and Rollback).

• Linux (Partial Support): Ubuntu, CentOS, Debian. Includes basic troubleshooting, patching, remote access, and EDR configuration. Advanced administration is out of scope unless agreed.

• macOS (Minimal Support): Basic troubleshooting, remote access, and EDR/AV configuration. No support for advanced macOS management or Apple-specific software.

• Email Platforms:

• Microsoft 365: Anti-Phishing, Anti-Malware, Spam Filters, Account Takeover,
Attachment Analysis, user management, and basic troubleshooting.
• Google Workspace: Same as above.

Deliverables

• EDR Reports: Endpoint detection metrics, threat activity summaries, and rollback events, personalized to the client’s environment and selected security tier.
• RMM Reports: Remote monitoring and management activities, patch status, system health, and automation outcomes based on the subscribed support level.
• Email Security Reports: Insights into phishing attempts, malware detections, spam filtering effectiveness, and user activity, customized to the chosen email platform and security configuration.

5. Payment Terms

• Billing: Monthly, in advance
• Payment Due: Automatically charged to the payment method on file. Failure to process payment may result in service suspension.
• Fee Adjustments: We may revise pricing with 30 days’ notice. Any adjustment will be notified through email.

6. Acceptable Use
You agree not to misuse the Services or help anyone else do so. Prohibited uses include:

• Violating laws or regulations
• Infringing on intellectual property
• Disrupting or harming systems or networks
• Attempting unauthorized access

7. Intellectual Property
All content, software, and trademarks are the property of Aksio or its licensors. You may not copy, modify, or distribute any part of the Services without our prior written consent.

8. Termination
We may suspend or terminate your access to the Services at any time for violations of these Terms. Upon termination, your access to the Services will cease, and any outstanding payments will become due.

9. Disclaimers & Limitation of Liability
The Services are provided “as is” without warranties of any kind. To the fullest extent permitted by law, Aksio disclaims all warranties and shall not be liable for indirect, incidental, or consequential damages.

10. Indemnification
You agree to indemnify and hold harmless Aksio from any claims, damages, or liabilities arising from your use of the Services or violation of these Terms.

11. Dispute Resolution

• Arbitration: Any disputes will be resolved through binding arbitration in Webb County, Texas.
• Class Action Waiver: You agree not to participate in class actions or class-wide arbitration.
• Opt-Out: You may opt out of arbitration by notifying us in writing within 30 days of accepting these Terms by emailing help@aksio.io.

12. Privacy Policy
We are committed to protecting your privacy. This Privacy Policy outlines how we collect, use, share, and safeguard your personal data when you use our Services.

Scope: Applies to all users of Aksio’s Services.

Data We Collect:

• Contact Information
• Device & Usage Data
• Service Usage Data
• Subscription & Billing Data

How We Use Your Data:

• Provide and personalize Services
• Deliver monthly reports based on selected package and tier
• Respond to support requests
• Improve performance and security
• Comply with legal obligations

Data Sharing:

• Service Providers
• Security Partners
• Legal Authorities

We do not sell your Personal Data.

Cookies & Tracking: Used to enhance experience and analyze usage.

Data Retention: Retained as long as necessary for service and legal compliance

Security: Reasonable measures are implemented, but no system is completely secure.

Your Rights: You may request access, correction, or deletion of your data.

Children’s Privacy: Services not intended for individuals under 18.

International Transfers: Data may be stored and processed in the U.S.

13. Changes to Terms
We may update these Terms from time to time. If we make material changes, we will notify you via email or through the Services. Continued use of the Services after changes become effective constitutes your acceptance.

14. Miscellaneous

• Governing Law: Texas
• Entire Agreement: These Terms, along with our Privacy Policy and any applicable SOW,SLA, constitute the entire agreement between you and Aksio.

By completing your purchase and using our services, you agree to these Terms of Use,
including the SLA, SOW, and Privacy Policy.