Service Level Agreement

Our uptime commitment

We commit to 99.9% monthly uptime for the AONMeetings meeting and webinar service. Availability is monitored continuously by an independent third party, and our live and historical uptime is public at our status page.

If we miss it

Monthly uptime	Service credit
Below 99.9%, at or above 99.0%	10% of that month's fee
Below 99.0%, at or above 95.0%	25% of that month's fee
Below 95.0%	50% of that month's fee

Enterprise customers submit a claim within 30 days of month end. If uptime falls below 95% twice in six months, you can leave without penalty.

Support response

Priority	What it means	We respond within	Available
Critical	Platform down, nobody can meet	30 minutes	24/7, every day
High	Major feature broken, meetings still work	2 hours	Monday to Saturday, 9 AM to 6 PM Eastern Time
Normal	Minor bug or question	1 business day	Monday to Saturday, 9 AM to 6 PM Eastern Time
Low	Billing, admin, feature requests	2 business days	Monday to Saturday, 9 AM to 6 PM Eastern Time

Total outages are covered around the clock, including holidays.

Maintenance

Planned maintenance runs between 12 AM and 3 AM Eastern Time with at least 48 hours' notice, capped at 8 hours a month and 48 hours a year. Anything beyond that counts against our uptime commitment.

Where your data lives

AONMeetings Rooms License deployments run on AWS Mumbai with data retained in India. Standard and Enterprise plan data is currently processed in AWS United States regions. We are working to extend in-country residency to all plans and expect to complete this within six months. If in-country residency is a requirement for your organization today, talk to our team about a Rooms License deployment.

Security

TLS 1.2+ in transit, DTLS-SRTP for media, AES-256 at rest. HIPAA compliance status is independently monitored through Compliancy Group, and a BAA is included on every plan at no extra cost.