Service Level Agreement (SLA)

VEXORS targets a monthly uptime of 99.9% for the platform, which is approximately 43 minutes of unplanned downtime per month.

The platform runs on Amazon Web Services' high-availability infrastructure, and we align our monthly uptime target with the resilient, independently-operated infrastructure we build on. This is a service target, not a legally binding guarantee, and may be affected by events outside our reasonable control.

Uptime is calculated as: (Total minutes in month − Downtime minutes) ÷ Total minutes in month × 100.

Downtime means the platform is completely inaccessible to all users. Partial degradation of non-core features does not constitute downtime.

Excluded from calculations:

• Scheduled maintenance windows (with minimum 48 hours advance notice)
• Emergency maintenance required to protect platform security or data integrity
• Downtime caused by third-party provider outages beyond our control (e.g., AWS, Stripe, Cloudflare)
• Downtime caused by user actions, misuse, or access from blocked IP ranges
• Force majeure events (natural disaster, war, government order, cyberattack on infrastructure providers)

VEXORS may conduct scheduled maintenance at any time. We will provide a minimum of 48 hours advance notice via email to the registered account owner and via platform notice. Scheduled maintenance is typically performed during off-peak hours (weekends or late night UTC) to minimise impact.

Emergency maintenance required to address critical security vulnerabilities or data integrity risks may be performed without advance notice. We will communicate the reason and estimated duration as soon as possible.

Support is available to all subscribers via email and in-platform ticket at support@vexors.com.

We aim to acknowledge every support request within 48 hours. The same target applies to all plans: the VEXORS platform is shared infrastructure, so an issue typically affects the service as a whole rather than a single company.

Acknowledgement is the time to first response, not resolution. Resolution time depends on the nature of the issue.

To report an incident:

• Submit a support ticket from Settings → Help & Support within the platform, or
• Email support@vexors.com with the subject line: [INCIDENT] Brief description

Please include your company name, the affected feature, and steps to reproduce (if applicable). We will acknowledge your request within the target above.

During a major incident, VEXORS posts regular updates until the issue is resolved. For major incidents, a root cause analysis is available on request within 7 business days of resolution.

The uptime figure above is a good-faith service target, not a contractual guarantee. VEXORS does not issue service credits, refunds, or other compensation for not meeting it, and to the maximum extent permitted by law is not liable for any loss arising from downtime or a missed target.

Overall limitations of liability that apply to your use of the platform are set out in the Terms of Service. Nothing in this SLA limits rights that cannot be excluded under applicable law.

This SLA does not apply to:

• Beta features or services explicitly marked as preview
• Downtime attributable to user actions, third-party integrations, or force majeure events
• Scheduled or emergency maintenance as described above