Help: how to use Aelo
Guidance on using the system, service specifications and documents. If you cannot find the answer here, please email [email protected].
Contract and support
Frequently Asked Questions
What is Aelo’s availability?
The target is 99.0% on a monthly basis. We provide 24 hours’ notice of any planned maintenance work. Full details can be found on the service and support specifications page.
How quickly do you respond to a report?
Lack of access to the platform: 4 working hours. Key feature unavailable: 1 working day. General fault or enquiry: 2 working days. Support is available on working days from 8.00 am to 4.00 pm. Response time does not mean the time taken to resolve the fault.
How do I report a bug?
Write to [email protected] or report it via the control panel. Please include a description of the problem and your account ID. We will process your complaint within 14 days of receiving all the necessary information.
Can I change my plan?
Yes. Upgrading to a higher tier takes effect immediately, with a pro-rata charge. Downgrading takes effect from the next billing period. Price list →
Can I share my account with a colleague?
Accounts are personal and cannot be shared. You add a colleague as a separate user within the limits of your plan.
Can an agency manage its clients’ brands on Aelo?
Yes. The end customer does not receive their own access to the platform, unless you set up a user account for them within the plan’s limit. For agencies →
What language models does Aelo use?
From the models developed by Anthropic, OpenAI, Google, xAI, Perplexity, Voyage AI and fal.ai. The list may change depending on availability, quality, security or cost.
Can I open an account as a private individual?
No. Aelo is intended solely for businesses and organisations, for use in connection with their operations.
