Terms of Use & Service Level Agreement
Last updated: 22 April 2026
Contents
1. General Terms
These Terms of Use (the «Terms») govern your access to and use of the Vexar.io platform (the «Service»), operated by Volodymyr Franko, sole proprietor (self-employed), trading as Vexar.io, based in Dublin, Ireland («we», «us», «Operator»). By creating an account or using the Service you agree to be bound by these Terms and the Public Offer Agreement available at /offer.html.
Vexar.io provides a Software-as-a-Service (SaaS) website and online-store builder, plus related services (chatbot, analytics, billing, marketplace). The Service is delivered «as is» under the conditions described herein.
2. Account & Acceptable Use
You are responsible for:
- The accuracy of information provided during registration.
- Maintaining the confidentiality of your login credentials.
- All activity that occurs under your account.
- Content you publish through the Service (legality, copyright, accuracy).
You agree NOT to use the Service to:
- Distribute illegal content, malware, phishing pages or spam.
- Resell hosting/SaaS capacity to third parties without written permission.
- Attempt to bypass platform limits, probe security, or reverse-engineer the platform.
- Send unsolicited bulk email through the integrated email subsystem.
We reserve the right to suspend any account in violation of these rules, with prior notice when reasonably possible.
3. Service Level Agreement (SLA)
Vexar.io commits to the following availability and performance targets for paid subscribers (Free-tier accounts are excluded from SLA guarantees):
| Metric | Target | Measurement window |
|---|---|---|
| Uptime (HTTP 2xx/3xx response) | 99.0% | Calendar month |
| Maximum unplanned downtime per month | ≤ 8 hours | Calendar month |
| Critical incident detection | ≤ 30 minutes | Per incident |
| Critical incident first response | ≤ 2 hours (business hours) | Per incident |
| SSL certificate validity | Auto-renewed ≥ 14 days before expiry | Continuous |
| Daily database backups | Encrypted, off-site, 7-day retention | Daily |
3.1 What counts as «downtime»
Downtime means the platform’s primary domains return HTTP 5xx errors or fail to respond for more than 5 consecutive minutes, as measured by an external monitoring system.
3.2 Exclusions (NOT counted as SLA breach)
- Scheduled maintenance announced at least 24 hours in advance.
- Failures of third-party services (DNS providers, payment gateways, mail relays, CDN).
- Force majeure: natural disasters, war, large-scale outages, government action, DDoS attacks of unprecedented scale.
- Customer-caused issues: misconfiguration, exceeded plan limits, deliberate abuse.
- Issues affecting only the Free tier.
3.3 SLA breach — service credits
If monthly uptime falls below 99.0% for a paid subscriber, on written request we will credit:
| Monthly uptime | Service credit |
|---|---|
| 98.0% – 98.99% | 10% of next monthly invoice |
| 95.0% – 97.99% | 25% of next monthly invoice |
| Below 95.0% | 50% of next monthly invoice |
Service credits are the sole remedy for SLA breaches. Cash refunds are not provided. Credit requests must be submitted within 30 days after the affected month.
4. Support & Response Times
Support is provided in English, Russian and Ukrainian via in-platform chat, email (info@vexar.io) and the integrated chatbot (Vexar.Chat).
| Severity | First response (business hours) |
|---|---|
| Critical (site down) | ≤ 2 hours |
| High (major feature broken) | ≤ 8 hours |
| Normal (questions, minor issues) | ≤ 24 hours |
Business hours: Monday–Friday, 09:00–18:00 EET (Kyiv time), excluding Ukrainian public holidays.
5. Limitation of Liability
To the maximum extent permitted by law, Vexar.io’s aggregate liability arising out of or in connection with the Service (including but not limited to data loss, lost revenue, business interruption) shall not exceed the total amount paid by you to Vexar.io in the 12 months preceding the claim.
Vexar.io is not liable for indirect, incidental, special, consequential or punitive damages.
6. Termination
Either party may terminate the relationship at any time:
- By the customer: by deleting the account in the panel; subscription auto-renewal stops immediately; access continues until the end of the paid period.
- By Vexar.io: with 30 days’ notice, or immediately for material breach of these Terms (illegal content, payment fraud, abuse).
Upon termination customer data is retained for 30 days (recovery grace period), then permanently deleted in accordance with the Privacy Policy.
7. Contact
Questions about these Terms or SLA: info@vexar.io.
Continued use of the Service after a Terms update constitutes acceptance of the new version. Material changes will be announced at least 14 days in advance via email and in the panel.