Version 2026-10-19 · Effective 2026-10-19

1. The commitment

VARA Cloud is a hosted workspace, and we commit to a monthly availability figure and to answer support requests within a stated time.

• Paid plans (Founder, Pro, Owner): 99.5% monthly availability.
• Free plan: 99.0% monthly availability.

Availability is measured per calendar month and per account. This agreement and the refund policy are the commitments we make. Everything else is best effort.

The commitment covers the workspace service. The models are provided by third parties, and their availability is handled under the exclusions in section 3.

2. How availability is measured

We measure two things together:

• the health of our own gateway, which serves the workspace interface; and
• the successful responses your workspace receives from us.

A minute counts as unavailable when the gateway is not healthy, or when requests from your workspace do not succeed. We measure from the moment a request reaches the gateway to the moment a usable answer comes back. The figure for a month is shown on the account page and, where it affects a credit, in the support channel.

Not counted against availability: time when your workspace was idle and you were not using it, and time when your own network, browser or device was the cause.

3. Exclusions

Availability is not reduced by:

• Announced maintenance: we announce it with at least 48 hours' notice in the support channel and on the status page.
• Force majeure: events outside our reasonable control, including failure of our infrastructure supplier or of a model provider.
• Your own configuration: a wrong setting, a revoked key, a device problem, or a request to change a limit.
• Actions you asked for that stop the service, such as pausing your workspace, ending a job, or reaching a limit you set.
• Beta features: anything marked as beta, experimental or preview in the product. We may change or withdraw them, and they are not part of this commitment.

4. Service credits

If monthly availability falls below the commitment for your plan:

• below 99.5%: 10% of that month's fee;
• below 99.0%: 25%;
• below 95.0%: 50%.

Credits are applied to the next invoice. You do not need a claim form, but you do need to ask: request the credit through the support channel within 30 days of the end of the month in question. After that we cannot apply it. The Free plan has no fee, so no credit is calculated; we publish the measured figure instead.

Credits are our remedy for missing the commitment. They do not take away any right that the law gives you, and they do not extend your subscription or change your plan.

5. Planned maintenance

Planned maintenance runs on Sunday, from 02:00 to 06:00 UTC. We announce it in the support channel and on the status page at least 48 hours before it starts. The window is when we do the work; we may finish sooner. If we need maintenance outside that window, we announce it with the same 48 hours' notice where we can, and it counts as an exclusion.

6. Support

Support is through the in-platform support channel. There is no email support channel.

• First reply within one business day on paid plans.
• First reply within three business days on the Free plan.

A first reply means a human answer, or a clear statement of what we are checking and when we will come back. It is not a promise of a fix. For an incident that affects your workspace, tell us through the support channel and keep the job receipt: it shows what the agent did and what it cost. Your account page shows your plan, your usage, your limits and your receipts.

7. Security incidents

If we confirm a security incident that affected your data, we notify you without undue delay, through the account on file and the support channel. The notice says what happened, what data was involved, what we did to contain it, and what you should do. Report a suspected incident as soon as you notice it, through the same channel.

Every sensitive action on the platform is written to the audit log. Our security basics: sessions are HTTP-only cookies, the account can be protected with an authenticator app and with passkeys, one-time recovery codes exist, secrets are encrypted at rest, and each workspace is an isolated sandbox with a read-only root, no extra capabilities, memory and process limits, and a port that is never exposed.

8. This is a commitment, not a warranty

This agreement is a commitment with a stated remedy. It is not a warranty that a job will succeed, that the agent's output will be correct, or that a feature will stay unchanged. The service is provided as is, subject to this agreement, the Terms of Service and the law. The beta state of the platform is described in section 3.

9. Governing law and jurisdiction

This agreement is governed by the law of {{GOVERNING_LAW}}, and the courts of {{COURTS}} have exclusive jurisdiction. Nothing here removes a right you have under the mandatory law of your country, including your rights as a consumer. In the Kingdom of Saudi Arabia, the Arabic version of this agreement prevails over the English version.

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