Service Level Agreement (SLA)

VEXORS commits to a monthly uptime target of 99.9% for the VEXORS platform.

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 via email and in-platform ticket at support@vexors.com. Response time targets by subscription plan:

“Business hours” means 09:00–18:00 GST (UTC+4), Monday to Friday, excluding UAE public holidays.

Response time is the time to first acknowledgement, not resolution. Resolution time depends on issue complexity.

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, steps to reproduce (if applicable), and the severity you believe applies. We will triage and respond according to the timelines above.

VEXORS will communicate incident status updates at regular intervals until resolution:

• Critical incidents: Updates every 30 minutes until resolved. Root Cause Analysis (RCA) published within 7 business days of resolution.
• High incidents: Updates every 2 hours. Summary provided on resolution.
• Medium/Low incidents: Update on resolution.

Incident history and current platform status are available at status.vexors.com.

If VEXORS fails to meet the 99.9% monthly uptime commitment, your remedies are limited to those specified in the Terms of Service. VEXORS' aggregate liability for SLA failures shall not exceed the total fees paid by you in the 12 months immediately preceding the failure.

SLA credits or service extensions are not automatically issued; remedies are as agreed in your subscription agreement or as required by applicable law.

This SLA does not apply to:

• Explore (free) tier accounts
• 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