Terms of service

Who you are contracting with

Fivexer Cloud is operated by Testreel OÜ, registered in Estonia under 12592678. By creating an account you agree to these terms; if you are agreeing on behalf of a company, you confirm you can bind it.

The service

Fivexer Cloud is hosted skill-based routing: you send tasks and describe your people, and the service decides who should handle what, keeping a decision trace for each match. It is built on the MIT-licensed assignment-user-matcher engine, which you are free to run yourself instead — the open-source licence is unaffected by these terms.

We may change how the service works as it develops. If a change removes functionality you rely on, we will give notice under the same terms as a pricing change below.

Launch pricing

Fivexer Cloud pricing is published and effective: Free (€0, 10,000 matched assignments per workspace per month), Pro (€0/mo, 10,000 tasks), Scale (€99/mo, 50,000 tasks), and Enterprise (custom). Billing and checkout are not yet live; no charges apply until they are. These are the terms of that transition — we would rather commit to them in writing than let "free for now" mean whatever we decide later.

• 60 days' notice. We will not change published prices without emailing the account address at least 60 days beforehand.
• 12-month launch price lock. Workspaces that upgrade to a paid plan during launch keep the published price for 12 months from their first invoice.
• 6 months of grandfathering. Free workspaces created during launch keep the launch allowance of 10,000 assignments per month for 6 months after that notice takes effect. You get time to evaluate the new pricing with your service still running, not a bill you did not plan for.
• Export is always free. Your tasks, workers and decision traces are readable through the API at any time, on any plan, whether or not you are leaving. There is no export fee and no retrieval charge.
• The engine is yours regardless. If the eventual pricing does not work for you, the routing engine is open source under the MIT licence and runs on your own Redis. That is the guarantee behind everything above.

Exceeding the allowance does not delete anything. We will contact you rather than silently drop your traffic.

Your data

The data you send stays yours. We process it to run the service you asked for and for nothing else — we do not sell it, mine it, or train models on it. Details of what is stored and where are on the security page; how personal data is handled is in the privacy notice. Where you send us personal data, our data processing agreement forms part of these terms and applies automatically — you do not need to negotiate or sign one.

You are responsible for having the right to send us what you send, and for what you put in free-text fields. Routing needs tags and identifiers; it does not need the contents of a customer's case file.

Acceptable use

Do not use Fivexer Cloud to:

• break the law, or route work that facilitates breaking it;
• attack the service or other tenants — load testing against shared infrastructure, attempts to reach another workspace's data, or probing for vulnerabilities outside the disclosure process on the security page;
• resell the hosted service as your own routing product (self-hosting the MIT engine is fine);
• circumvent usage limits, for example by spreading one workload across many accounts to stay inside the free allowance.

We may suspend a workspace that is actively harming the service or other customers. Where the situation allows it, we will tell you first.

What you publish on the public roadmap

The roadmap is a public page. Anyone can read it; posting needs an active paid plan, and voting needs a Fivexer account with a verified email address.

• You keep what you write. Posting an issue gives us permission to publish, display and quote it on this site and in our own material, for as long as the page exists. It does not transfer ownership of anything, and it does not give us rights over the product or process you describe.
• Your organization name is published; your name is not. An issue is attributed to the organization that posted it. We do not publish the individual who wrote it, their email address, or who voted for anything.
• We moderate after the fact. Issues appear immediately. We may then set a status, merge duplicates, pin, edit for clarity, or remove an issue entirely — and we will remove your own issue on request, at support@fivexer.com. Do not post anything confidential, personal data, or credentials: it is a public page from the moment you press the button.
• Do not post on someone else's behalf — what you publish there is attributed to your organization, and everything under acceptable use applies to it.

A vote is not a commitment to build. Votes tell us what to look at first, and the statuses on that page describe what we currently intend, not what we have agreed to deliver. Nothing on the roadmap forms part of any contract, and an issue marked "Planned" carries no date and no guarantee. If you need a commitment, it belongs in a written agreement, not on a public board.

Availability

There is no SLA. Fivexer Cloud is provided as-is during launch. We do not yet publish an uptime target or a status page, and we are not going to promise availability we cannot currently back with an on-call rotation. If uptime guarantees are a requirement for you, talk to us about the self-hosted or bring-your-own-data-plane options instead, where availability is in your hands.

Ending the agreement

You can stop at any time: delete your workspaces in the console, or email support@fivexer.com to delete the account entirely, which we complete within 30 days. Export your data first — a deletion reaches the archive and object storage, and we cannot undo it.

One exception, and we would rather name it than have you find it: invoices we have issued you, and the billing name, address and VAT number printed on them, are kept for 7 years. Estonian accounting law requires it of Testreel OÜ as the issuer, and Article 17(3)(b) GDPR is what makes keeping them lawful after an erasure request. Nothing else survives the deletion — not your tasks, not your workers, not your account.

We can end the agreement if you breach these terms. If we ever discontinue the service, you get at least 60 days' notice and your data stays exportable throughout that period.

Liability

Nothing here limits liability that cannot be limited by law. Beyond that, the service is provided without warranties, and our liability is limited to the amount you paid us in the twelve months before the claim — which, during launch, is zero. That is the honest consequence of a free service, and it is the reason the export and self-host paths above are written into these terms rather than left as goodwill.

Changes to these terms

If we make a material change, we will email the account address 60 days before it takes effect. Continuing to use the service after that means you accept the change; if you do not, delete your workspaces and export your data.