AirVM’s Policies are outlined below. For additional information please contact us.

Privacy Policy

AirVM Privacy Policy

Because AirVM takes privacy issues seriously and wants to protect your rights we have established this Privacy Policy. Please make sure you understand our policy on this matter and feel free to contact us if you have any questions or issues regarding this document.

Personal Information Usage

AirVM will not search to sell, rent, lend, exchange or give your mail address, your zip code or your phone number at a third party without your explicit permission. The information provided by you are protected and can’t be found by a outside person. AirVM will use the customer’s personal information only as reasonably necessary to provide contracted services and to collect fees owed.

Disclosure of Personal Information

The Customer authorizes AirVM to use it’s name, business name, city or country informations and comments in marketing documents or as testimonials on AirVM’s web site. At any time, the Customer can send a written notice to withdraw this authorization. AirVM will only disclose personal information to a third party if required by law as evidenced by a valid Court Order of competent jurisdiction or to a collection agency if needed.

Disclosure of Non-Personal Aggregates

AirVM could share with its partners or third parties a non-personal anonymous aggregate of informations about its users or web site visitors. For example, we could provide statistics data about the number of users of a particular area. The transmitted information is for statistic and will not reveal in any way your identity.

Questions or Comments

For additional questions, please contact our team.

Service Level Agreement

AirVM Partner Support – SLA Overview

AirVM’s global support center is committed to delivering worldwide support to our service provider partners. We are committed to working with you to achieve a timely, efficient, and thorough, resolution of your issues.

Support Hours

Support for non-critical issues is available from 6:00am to 8:00pm Eastern Time, Monday through Friday. Critical issues are managed 24/7 for Severity 1 cases.

Submitting a Support Case

To open a support case, use the methods listed below. We encourage you to set the initial severity level for the problem when submitting a case. For Severity 1 issues we highly recommend calling us via the support telephone number in addition to the other methods.

NOTE: AirVM requires a dedicated Customer point-of-contact who will be available until resolution, to provide 24/7 coverage for Severity 1 (critical) issues.

AirVM support classifies your request on a severity scale, ranging from 1 to 4. Please consider the severity level definitions (listed below) to determine the appropriate level.

To Contact AirVM Support:

Via the Web – Go to Log in and submit a support request. If you’ve forgotten your login information, or otherwise, please use one of the other contact methods listed here.

By Telephone – To open a case using the telephone, please call one of the following numbers.

  • +1 (613) 693-0083 (Global)
  • 1-877-552-4786 (Toll free – US and Canada)

By Email – You may send a support request via email to

Support Requests – Severity Levels

Severity 1 (urgent)

A problem that severely impacts your use of the AirSembly appliance in a production environment (such as loss of production data, or your production AirSembly appliance is not functioning). The situation halts your business operations and no procedural workaround exists.

Severity 2 (high)

A problem where the production AirSembly appliance is functioning but its use is severely reduced. The situation is causing a high impact to your business operations and no procedural workaround exists.

Severity 3 (medium)

A problem that involves partial or non-critical loss of use of your production AirSembly appliance or a pre-production development environment. For production AirSembly appliances there is a medium-to-low impact on your business (it continues to function, or functions via a procedural workaround). For development AirSembly appliances, the problem halts or otherwise interrupts your preparation for production.

Severity 4 (low)

A general question. For your production AirSembly appliance, there is a low (or no) impact on your business or the performance or functionality of your AirSembly appliance. For development environments, there is a medium-to-low impact on your migration to production; your migration to production continues, or is able to continue by using a procedural workaround.

Initial Response Times

Severity 1 – One (1) hour

Severity 2 – Two (2) business hours

Severity 3 – Four (4) business hours

Severity 4 – Eight (8) business hours

Ongoing Response Times

Severity 1 – One (1) business hour

Severity 2 – Four (4) business hours

Severity 3 – Eight (8) business hours

Severity 4 – Two (2) business days

Customer Support Issue Resolution

AirVM support works to research and resolve issues in a timely manner. While an issue is open, the support team will keep you informed of the resolution status, and will notify you when a reported issue has been resolved in accord with the SLA.

If at any point during the resolution process, you become dissatisfied with the handling of your issue, simply contact the support team and request an escalation. This allows us to understand your concerns and make adjustments in resources where necessary.

Resolution of a support case can include any of the following actions:

  • Fix for the problem is applied and confirmed (case closed)
  • Permanent business or system workaround (case closed)
  • Temporary business or system workaround (case severity level is reduced)

Action plan for the development of a fix or workaround:

  • Milestones and dependencies are set, communicated, and tracked (case severity level is modified accordingly)
  • Issue requires a Customer-specific customization or enhancement
Terms of Service

AirVM Cloud Terms of Service

ToS applies to all AirVM clients.

ToS applies automatically to all AirVM clients upon subscription to the Services including subscription through a third party or any commercial partner. BY SUBSCRIBING TO AirVM’S SERVICES YOU ACCEPT THE POLICIES LISTED IN THIS DOCUMENT AND ACCEPT TO RESPECT THEM. The service order is described as the package description as presented on the web site or the ” service order ” document in case of colocation and dedicated server services.


AirVM, agrees to provide services described in the Service Order(s) signed by the parties(“Services”) to the customer subject to the following Terms of Service (ToS). Use of AirVM services constitutes acceptance and agreement to these Terms Of Service and all attachments. AirVM will make all reasonable efforts to provide a quality service to the Customer.


AirVM will use the customer’s personal information only as reasonably necessary to provide contracted services and to collect fees owed and will not disclose such information to any third party except as required by law as evidenced by an order of a court of competent jurisdiction and to collection services if needed. The Customer authorizes AirVM to use it’s name, business name and comments in marketing documents. At any time, the Customer can send a written notice to withdraw this authorization.

Prohibited Usage

You agree that any of the below activities are considered prohibited usage and will result in immediate account suspension or cancellation without a refund and the possibility that AirVM will impose fees; and/or pursue civil remedies without providing advance notice.

Misuse of System Resources: Misuse of system resources, including but not limited to employing programs that consume excessive CPU time (outside of reserved CPU), network capacity, disk IO or storage space.

Unsolicited Communications: Sending unsolicited bulk messages utilizing our network. Generating a significantly higher volume of outgoing e-mail than a normal user. Using a non-existent email return address. Open E-mail relaying. Sending out unsolicited email from any other network that points to an AirVM server.

Access to Other Computers or Networks without Authorization: Attempting unauthorized and/or illegal access of computers, networks and/or accounts not belonging to party seeking access. Any act which interferes with the services of another user or network. Any act relating to the circumvention of security measures.

Other Activities viewed as Illegal or Harmful: Engaging in illegal activities or engaging in activities harmful to the operations of AirVM or the customer.

Providing False Data on any Contract or Application: including fraudulent use of credit card numbers.

Bandwidth Services

AirVM will provide to the Customer the Internet Connectivity, IP Addresses and Internet Traffic services (collectively, the “Bandwidth Services”), as specified in the Service Order.

The Customer agrees to use bandwidth as described in the Acceptable Usage Policy and agrees that bandwidth shall not exceed the number of gigabytes per month for the Services ordered by the Customer on the Service Order Form and that number of gigabytes is the sum of the incoming and outgoing data transfer for a period of 1 month. AirVM will monitor the Customer’s bandwidth usage and shall have the right to take corrective action if the Customer’s bandwidth usage exceeds the Agreed Usage. Such corrective action may include the assessment of additional charges based on the per gigabyte price stated on the Service Order.

IP Addresses

Any IP Addresses allocated to the Customer by AirVM must be maintained by the Customer in an efficient manner as deemed by ARIN and utilized at 80% within 30 days of assignment by AirVM to the Customer. Failure to comply with this Section may result in the revocation of IP Addresses by AirVM after five days notice to the Customer. AirVM shall maintain and control ownership of all Internet Protocol numbers and addresses that may be assigned to the Customer by AirVM, and AirVM reserves the right to change or remove any and all such Internet Protocol numbers and addresses, in its sole and absolute discretion. All ip requests must be fully justified.

Other Services

Upon request by the Customer, AirVM may at its option, provide the Customer with technical and non-technical support, such as equipment reboots, troubleshooting, DNS and other support, in connection with the Customer’s use of the Customer Space and Bandwidth Services. The Customer agrees to pay the hourly rate of $99 USD for those other services.

Immediate Threats

If, in the determination of AirVM, acting reasonably, the Equipment, software or hosted applications used by the customer or the activities of the customer poses an immediate threat to the physical integrity of the Premises or the physical integrity or performance of the equipment or network of AirVM or any other user of the Premises, or poses an immediate threat to the safety of any person, then AirVM may perform such work and take such other actions that it may consider necessary without prior notice to the Customer and without liability for damage to the Equipment or Data for any interruption of the Customer’s (or its customers’) businesses. As soon as practical after performing such work, AirVM will advise, by email, the Customer of the work performed or the action taken.


Under no circumstances will AirVM be obligated to provide insurance coverage for any data owned by the customer and hosted in the Premises.

If the Customer is in default

If the Customer is in default of any of its obligations under this Agreement, then AirVM may in its sole discretion do the following: without notice suspend access to the Customer Space.

Billing and termination

Invoices are sent by email, upon request a copy can be sent by mail. First Month’s Payment shown in the Service Order must be paid by the Customer to AirVM before commencement of the Term. All other invoices must be paid by the Customer within 15 days from the date of AirVM’s invoices, which invoices will be issued 15 days before the end of the last paid period.


The Customer will pay AirVM the One-Time Install Fees and Recurring Monthly Fees specified in the Service Order, as well as any charges for Other Services the Customer will pay all applicable taxes levied against or upon the services stipulated in the Service Order (as amended by the parties from time to time) or otherwise provided by AirVM under this Agreement. All One-Time Install Fees will be payable in advance. Recurring Monthly Fees will be payable in advance upon the Customer’s chosen payment period. All other fees and the cost will be payable monthly and payment due on the renewal date. Except for the First Month’s Payment shown in the Service Order, which must be paid by the Customer to AirVM before commencement of the Term, all amounts will be payable in American dollars within 15 days from the date of AirVM’s invoices, which invoices will be issued 15 days before the end of the last paid period. Service interrupted for nonpayment is subject to a $35 USD reconnect charge. Accounts that are not paid 45 days after due date may be turned over to an outside collection agency for collection. If your account is turned over for collection, you agree to pay the company a Collection Fee. If you desire to cancel your account, please follow the proper procedure to do this as outlined in this TOS. Any payment not made when due will be subject to interest of two percent (2%) per month compounded monthly (equivalent to a yearly interest rate of 26.86%). Bounced checks are subject to a penalty fees of $20 USD.

The Customer will pay by pre-authorized payment to a Customer credit card, by wire transfer or by cheque of immediately available funds remitted to AirVM Payment by check and wire transfer will only be accepted for 6 or 12 months prepayments.

Late payment

Service will be interrupted on past due accounts after a 48 hours notification. Service interrupted for nonpayment is subject to a $35 USD reconnect charge. Accounts that are not collectible by AirVM may be turned over to an outside collection agency for collection. If your account is turned over for collection, you agree to pay the company a “Processing and Collection” Fee. If you desire to cancel your account, please follow the proper procedure to do this as outlined in this ToS.


Upon 30 days or greater written notice prior to the end of the initial commitment, AirVM may change any fees payable under this Agreement.

Term and termination

The term of this Agreement shall begin upon the date the server is installed and made available to the customer and shall be for the period stated in the commitment section of the Service Order. If no commitment is stated, the term will be of 1 month. Agreement is renewed for successive 1 month after initial commitment until terminated by either Party. After initial commitment stated on the service order, either party may terminate this Agreement on the account’s anniversary date (an account anniversary date corresponds to the day of the month at which an account was opened.) (i) for convenience on 48 hours before the next anniversary date written notice to the other party, or (ii) if the other party (x) commits a material default (which, in the case of the Customer, will include any failure to make any payment when due) and fails to rectify such default within 10 days after being given notice of such default by the other party, or (y) becomes the subject of any voluntary proceedings under any bankruptcy or insolvency laws, or becomes the subject of any involuntary proceedings under any bankruptcy or insolvency laws which are not dismissed or withdrawn within 60 days after filing.

Cancellation requests must be made using the control panel or in writing with the customer’s signature with at least 48 hours notice and sent to : AirVM, 390 March Road, Suite 110, Kanata, Ontario, K2K 0G7, Canada.

Service downgrades and upgrades

Service downgrades (for instance, when changing to a package that offers fewer resources) will take effect at the account’s anniversary date only (an account anniversary date corresponds to the day of the month at which an account was opened. For instance, if an account was opened on September 8, this account may be modified on the 8th of each month once the original commitment is over). Service upgrades, however, may take effect at any time.

Refund policy

Any prepayment is a commitment regarding the payment period that can not be refunded outside the terms of the satisfaction warranty which applies for 30 days following the opening of the account. However, when closing a product, the account may be credited with the value of advanced payments for that product. The credit may be used for further purchases at AirVM.

The billing errors can be credited retroactively for a period of up to two (2) months.

Payment obligation

Upon account activation, AirVM reserves space, equipment and resources for the customer’s needs. The Customer must pay its account even if he is not making any use of it.

Credit Authorization

The Customer hereby authorizes AirVM and gives consent to AirVM under applicable privacy laws for AirVM to obtain credit information and bank and other financial references regarding the Customer for the purposes of assessing the Customer’s credit worthiness, and the Customer will promptly execute and deliver to AirVM such further documents and assurances and take such further actions as AirVM may from time to time reasonably request in order to carry out the intent and purpose of this Section.

Limitation of Liability


Force Majeure

Neither party will be liable for any delay, interruption or failure in the performance of its obligations if caused by acts of God, war, declared or undeclared, fire, flood, storm, slide, earthquake, or other similar event beyond the control of the party affected (“Force Majeure”). If any Force Majeure occurs, the party claiming the Force Majeure will promptly notify the other. The party claiming the Force Majeure will use commercially reasonable efforts to eliminate or remedy the Force Majeure. This Section will not apply to excuse a failure to make any payment when due.

Data Availability

AirVM will make all possible efforts to provide a backup facility for all hosted solutions. However, the customer must keep a personal backup copy of its software, sites, databases and all hosted content. AirVM should not be held responsible of any loss of data or data corruption.


The Customer in the normal course of its business may resell to its customers use (subject to all the terms of this Agreement) of the Customer Space, Resources and Bandwidth Services provided by AirVM to the Customer pursuant to this Agreement, except that the Customer will not allow such customers to interconnect with other users in the Premises Any act or omission of any such customer that would be a breach of this Agreement if committed by the Customer will be deemed a breach of this Agreement by the Customer. The Customer agrees to defend, indemnify and hold harmless AirVM, and its officers, directors and employees (collectively, the “Indemnities”), from any and all liabilities, costs and expenses, including reasonable legal fees, related to or arising from (i) any act or omission of any such the customer that would be a breach of this Agreement if committed by the Customer, and (ii) any claim by any such customer arising from use of the Premises, services provided by AirVM under this Agreement or otherwise from performance or non-performance by a party in any manner related to this Agreement.

Responsibility for Content

The customer is solely responsible for the content stored on and served by his servers.

Entire agreement.

This Agreement including the attachments hereto and any Service Orders signed by the parties constitute the entire agreement between the parties regarding the subject matter hereof and supersede all proposals and prior discussions and writings between the parties with respect thereto. EXCEPT AS SPECIFICALLY PROVIDED IN THIS AGREEMENT, AIRVM MAKES NO REPRESENTATION, WARRANTY OR CONDITION, EXPRESS OR IMPLIED, AND EXPRESSLY EXCLUDES ALL IMPLIED OR STATUTORY WARRANTIES OR CONDITIONS OF MERCHANTABILITY, MERCHANTABLE QUALITY, DURABILITY OR FITNESS FOR A PARTICULAR PURPOSE OR TITLE OR NON-INFRINGEMENT AND THOSE ARISING BY STATUTE OR OTHERWISE IN LAW OR FROM A COURSE OF DEALING OR USAGE OF TRADE. In case of any dispute or inconsistency this main agreement,any attachments, and/or any Service Order, the Service Order will take first priority, this main agreement will take second priority and the attachment will take third priority in interpreting the parties’ rights and obligations.

Severability and Reformation.

If any portion of this Agreement is determined to be or becomes unenforceable or illegal, such portion will be reformed to the minimum extent necessary in order for this Agreement to remain in effect in accordance with its terms as modified by such reformation.

Governing Law and Jurisdiction

This Agreement is governed by the laws of the province of Ontario and the laws of Canada applicable therein. The Parties irrevocably submit all disputes arising out of this Agreement to Ontario courts, judicial district of Ottawa.


Complaints or ToS & AUP violations must be reported to or by mail at : AirVM, 390 March Road, Suite 110, Kanata, Ontario, K2K 0G7, Canada.

Changes and rights

AirVM may vary these rules and regulations from time to time in its sole discretion, and the Customer will comply with all other reasonable security requirements that AirVM may impose from time to time, provided that the Customer has been given 30 days notice.

Cookie Policy

Cookies In Use on This Site

Cookies and how they Benefit You

Our website uses cookies, as almost all websites do, to help provide you with the best experience we can.
Cookies are small text files that are placed on your computer or mobile phone when you browse websites

Our cookies help us:

  • Make our website work as you’d expect
  • Remember your settings during and between visits
  • Improve the speed/security of the site
  • Allow you to share pages with social networks like Facebook
  • Continuously improve our website for you
  • Make our marketing more efficient (ultimately helping us to offer the service we do at the price we do)

We do not use cookies to:

  • Collect any personally identifiable information (without your express permission)
  • Collect any sensitive information (without your express permission)
  • Pass data to advertising networks
  • Pass personally identifiable data to third parties
  • Pay sales commissions

You can learn more about all the cookies we use below

Granting us permission to use cookies

If the settings on your software that you are using to view this website (your browser) are adjusted to accept cookies we take this, and your continued use of our website, to mean that you are fine with this. Should you wish to remove or not use cookies from our site you can learn how to do this below, however doing so will likely mean that our site will not work as you would expect.

More about our Cookies

Website Function Cookies

Our own cookies

We use cookies to make our website work including:

  • Remembering your search settings
  • Allowing you to add comments to our site

There is no way to prevent these cookies being set other than to not use our site.

Third party functions

Our site, like most websites, includes functionality provided by third parties. A common example is an embedded YouTube video. Our site includes the following which use cookies:

Disabling these cookies will likely break the functions offered by these third parties

Social Website Cookies

So you can easily ‘Like’ or share our content on the likes of Facebook and Twitter we have included sharing buttons on our site.

Cookies are set by:

The privacy implications on this will vary from social network to social network and will be dependent on the privacy settings you have chosen on these networks.

Anonymous Visitor Statistics Cookies

We use cookies to compile visitor statistics such as how many people have visited our website, what type of technology they are using (e.g. Mac or Windows which helps to identify when our site isn’t working as it should for particular technologies), how long they spend on the site, what page they look at etc. This helps us to continuously improve our website. These so called ‘analytics’ programs also tell us if , on an anonymous basis, how people reached this site (e.g. from a search engine) and whether they have been here before helping us to put more money into developing our services for you instead of marketing spend.

Turning Cookies Off

You can usually switch cookies off by adjusting your browser settings to stop it from accepting cookies (Learn how here). Doing so however will likely limit the functionality of our’s and a large proportion of the world’s websites as cookies are a standard part of most modern websites

It may be that you concerns around cookies relate to so called “spyware”. Rather than switching off cookies in your browser you may find that anti-spyware software achieves the same objective by automatically deleting cookies considered to be invasive. Learn more about managing cookies with antispyware software.

The cookie information text on this site was derived from content provided by Attacat Internet Marketing, a marketing agency based in Edinburgh. If you need similar information for your own website you can use their free cookie audit tool.