Trust at Infino

1. Availability

Infino is designed for production search workloads on object storage. We monitor the Infino Cloud platform, operate incident response procedures, and use commercially reasonable efforts to keep paid production Services available.

Unless a signed Order Form or SLA exhibit states otherwise, Infino does not provide an uptime guarantee, service-level credit, fee credit, or other financial remedy for availability issues.

Any customer-specific service-level commitments, support response commitments, or remedies will be set out in the applicable signed agreement with Infino.

Free, trial, beta, preview, evaluation, self-serve, customer-managed, and non-production features are provided on a best-effort basis and are not subject to any uptime guarantee or service credit unless expressly stated in a signed agreement.

1.1 Scheduled Maintenance

Infino may perform scheduled maintenance from time to time to improve reliability, security, performance, or functionality. Where practical, Infino will provide advance notice through a status page, email, in-product notice, or other reasonable mechanism. Infino will use commercially reasonable efforts to schedule maintenance in a way that minimizes disruption to customers.

1.2 Exclusions

Infino is not responsible for unavailability, degradation, or interruption caused by systems, services, or conditions outside Infino's reasonable control, including:

• Customer systems, networks, credentials, configurations, access controls, identity providers, or security policies;
• Customer-managed infrastructure, including customer cloud accounts, private clouds, Kubernetes clusters, storage, compute, networking, or firewalls;
• Third-party products or services not controlled by Infino;
• Internet outages, cloud provider outages, or network failures outside Infino's reasonable control;
• Customer's use of the Services in a manner not authorized by the applicable agreement or documentation;
• Force majeure events or other conditions beyond Infino's reasonable control.

For customer-managed, customer VPC, private cloud, air-gapped, or on-premises deployments, Customer is responsible for the availability, configuration, access controls, networking, storage, compute, backups, and operational health of the deployment environment, except to the extent expressly stated otherwise in a signed agreement.

2. Support Policy

Infino provides technical support according to the support tier specified in the applicable Order Form or other signed agreement. The severity levels and response targets below are general guidelines unless a signed agreement states otherwise.

2.1 Severity Definitions

2.2 Target Initial Response Times

These are target initial response times, not guaranteed resolution times, unless a signed agreement states otherwise.

2.3 Channels and Hours

Support is available through:

• Email: tech@infino.ai;
• Shared Slack or Microsoft Teams channel, where included in the applicable Order Form;
• On-call escalation for P1 incidents, where expressly included in the applicable Order Form.

Standard support hours are Monday through Friday, excluding U.S. public holidays. Specific support hours, support channels, and premium support options may be set out in the applicable Order Form.

2.4 Filing and Escalation

To file a support request, email tech@infino.ai with the affected tenant or deployment, severity level, description of the issue, relevant timestamps, and reproduction steps where available.

For urgent production issues, customers with an applicable Enterprise support arrangement may escalate through the escalation channel provided in their Order Form.

3. Shared Responsibility

Security and operational responsibility for the Services is shared between Infino and Customer. The exact allocation depends on the deployment model and the applicable signed agreement. The table below summarizes the typical split for Infino Cloud deployments.

3.1 Customer-Managed Deployments

For customer-managed, customer VPC, private cloud, air-gapped, or on-premises deployments, Customer is responsible for operating the deployment environment unless a signed agreement states otherwise.

This includes responsibility for the availability and configuration of Customer-controlled infrastructure, cloud accounts, Kubernetes clusters, storage systems, compute resources, networking, firewalls, identity providers, access policies, monitoring, backups, and disaster recovery.

Infino's obligations for those deployments are limited to the software, support, and services expressly described in the applicable signed agreement.

3.2 Explicit Non-Commitments

Unless a signed agreement states otherwise:

• Infino does not back up Customer's source object storage;
• Infino does not manage Customer's identity provider or user directory;
• Infino does not control Customer's cloud account, network, firewall, storage policies, or IAM configuration;
• Infino does not guarantee the availability of third-party clouds, networks, software, identity providers, or customer-managed infrastructure.

4. Data Handling

Infino processes Customer data to provide, secure, support, and improve the Services, as described in the applicable agreement and Infino's Privacy Policy.

Where Infino processes personal data on behalf of Customer, Infino acts as a processor or service provider, and Customer acts as the controller or business, as applicable under relevant data protection laws.

A Data Processing Agreement incorporating appropriate data protection terms, including the EU Standard Contractual Clauses where applicable, is available on request from admin@infino.ai.

Infino does not sell Customer data.

Infino does not use Customer data to train third-party foundation models unless expressly authorized by Customer in a signed agreement.

5. Subprocessors

Infino uses third-party service providers to operate, secure, support, and improve the Services.

AWS is Infino's primary infrastructure and hosting provider for Infino Cloud. The AWS region or regions used for a specific deployment may depend on the customer's configuration, deployment model, and applicable Order Form.

Additional subprocessors may be used depending on the services purchased, deployment model, support arrangement, and operational requirements. Details are available on request from admin@infino.ai.

Infino will use commercially reasonable efforts to notify affected customers of material changes to subprocessors where required by the applicable agreement or Data Processing Agreement.

6. Incident & Vulnerability Reporting

Please report suspected security incidents or vulnerabilities to admin@infino.ai.

Infino reviews reported security issues and will use commercially reasonable efforts to acknowledge reports within a reasonable timeframe.

Infino supports coordinated vulnerability disclosure. We ask reporters to give us a reasonable opportunity to investigate and remediate issues before public disclosure. Where appropriate, and where the reporter wishes to be credited, Infino may credit the reporter after remediation.

The following activities are not authorized without prior written approval from Infino:

• Testing that degrades, disrupts, or denies service to Infino or its customers;
• Accessing, modifying, deleting, or exfiltrating Customer data;
• Targeting other customers, tenants, accounts, or environments;
• Social engineering, phishing, physical attacks, or attacks against Infino employees, contractors, or vendors;
• Use of malware, ransomware, destructive payloads, or persistence mechanisms.

7. Compliance

7.1 SOC 2

Infino maintains security controls designed with reference to SOC 2 Trust Services Criteria.

Formal audit reports, if available, and security questionnaire responses may be shared under NDA on request from admin@infino.ai.

Infino does not display logos or claim certifications that it does not hold.

7.2 GDPR / CCPA

Infino processes personal data in accordance with applicable data protection laws and the applicable agreement with Customer.

For more information, see Infino's Privacy Policy or request a Data Processing Agreement from admin@infino.ai.

7.3 Deployment Options

Infino supports multiple deployment models, including Infino Cloud, customer VPC, private cloud, and air-gapped deployments, depending on customer requirements and the applicable Order Form.

Customers with regulatory, residency, security, or procurement requirements should contact Infino to discuss the appropriate deployment model.

8. Contacts

Last updated: July 8, 2026. For questions about this page, contact admin@infino.ai.