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Aurion

Terms of Service

Last updated: February 10, 2026

1. Agreement

These Terms of Service ("Terms") govern your use of Aurion, an AI voice agent service for IT support automation, operated by SMC Consulting ("we", "us", "our"), a company registered in Belgium.

By creating an account or using the Aurion service, you agree to these Terms. If you are using Aurion on behalf of an organization, you represent that you have authority to bind that organization to these Terms.

2. Service Description

Aurion provides an AI-powered voice agent that answers IT support phone calls, authenticates callers, searches knowledge bases, creates and manages ITSM tickets, and provides spoken resolutions. The service integrates with supported ITSM platforms (currently Freshservice and HaloITSM) via the Model Context Protocol (MCP).

3. Account Registration

  • You must provide accurate and complete registration information.
  • You are responsible for maintaining the security of your account credentials.
  • You must notify us immediately of any unauthorized use of your account.
  • One account per organization. Sub-accounts for team members are managed within your account.

4. Subscription Plans and Billing

4.1 Plans

Aurion is available in the following tiers:

  • Free: 50 voice minutes (lifetime). No credit card required.
  • Starter (EUR 199/month): 400 voice minutes per month.
  • Pro (EUR 499/month): 2,000 voice minutes per month.
  • Enterprise: Custom pricing and SLAs.

4.2 Billing

  • Paid plans are billed monthly via Stripe.
  • Overage beyond included minutes is billed at EUR 0.05 per minute.
  • You may cancel your subscription at any time. Cancellation takes effect at the end of the current billing period.
  • No refunds for partial months.

4.3 Price Changes

We may adjust pricing with 30 days' notice via email. Existing subscriptions continue at the current rate until the next billing cycle after the notice period.

5. Acceptable Use

You agree not to:

  • Use Aurion for any unlawful purpose.
  • Attempt to bypass caller authentication or security mechanisms.
  • Transmit malicious content through the voice pipeline.
  • Reverse-engineer, decompile, or disassemble the service.
  • Resell the service without a reseller agreement.
  • Use the service in a way that disrupts other tenants.

6. Data and Privacy

Your use of Aurion is also governed by our Privacy Policy. Key data terms:

  • Your data: You retain ownership of all data you provide to the service, including ITSM configurations, knowledge base content, and caller data.
  • Voice recordings: Recordings are stored encrypted in your dedicated storage. You control retention settings.
  • No training: We do not use your voice data or ITSM data to train AI models.
  • Data portability: You may export your data at any time via the admin dashboard or by contacting support.

7. Service Level

7.1 Standard Plans

We target 99.5% uptime for the Aurion service, measured monthly. This excludes scheduled maintenance (announced 48 hours in advance) and third-party service outages (Twilio, ITSM providers, cloud infrastructure).

7.2 Enterprise Plans

Enterprise plans include a custom Service Level Agreement (SLA) with defined uptime commitments and remedies.

8. Intellectual Property

  • Aurion, its software, and documentation are owned by SMC Consulting.
  • You retain ownership of your data, configurations, and customizations.
  • We grant you a non-exclusive, non-transferable license to use the service during your subscription.

9. Limitation of Liability

To the maximum extent permitted by applicable law:

  • Aurion is provided "as is" without warranty of any kind.
  • We are not liable for indirect, incidental, or consequential damages.
  • Our total liability is limited to the amount you paid for the service in the 12 months preceding the claim.
  • We are not liable for decisions made by the AI agent, including incorrect ticket categorization, authentication errors, or knowledge base recommendations.

10. Termination

  • By you: Cancel anytime via the admin dashboard. Service continues until end of billing period.
  • By us: We may suspend or terminate your account for violation of these Terms, with 14 days' notice where possible.
  • Effect: Upon termination, your data is retained for 30 days for export, then permanently deleted.

11. Changes to Terms

We may update these Terms with 30 days' notice via email. Continued use after the effective date constitutes acceptance. If you disagree with changes, you may cancel your subscription before the effective date.

12. Governing Law

These Terms are governed by Belgian law. Any disputes shall be resolved in the courts of Brussels, Belgium. Nothing in these Terms limits your rights under mandatory EU consumer protection laws.

13. Contact

For questions about these Terms: