Get 50% off with a two year plan
This Service Level Agreement ("SLA Terms") outlines the level of service and support provided by Tatum Technology LLC, a Delaware limited liability company ("Tatum" or "Provider"), to you as a Business plan client utilizing Tatum services (the "Enterprise Customer"). These SLA Terms do not apply to paid-tier customers or free-tier customers. By using Tatum's services, you acknowledge and agree to the terms below.
These SLA Terms form part of and are incorporated by reference into the Terms of Use, under which Provider performs services and provides software to Customer. They set forth the Parties' objectives and the terms and conditions for the provision of technical support by the Provider to the Customer.
1.1. Provider, as a blockchain SaaS provider, operates within the ecosystem of various blockchain networks such as Bitcoin, Ethereum, Polygon, and others.
1.2. Provider does not control or own the source code that blockchain consortiums make available to run nodes.
1.3. Identification and resolution of issues can be time-consuming, particularly when it is necessary to determine whether a problem originates from third-party software.
1.4. Provider will make reasonable efforts to address problems by communicating with blockchain consortiums and seeking workarounds where possible, however, such workarounds or resolutions are not guaranteed.
1.5. Customer acknowledges these limitations and accepts that Provider cannot commit to a specific resolution time.
2.1. Customer is entitled to the following level of support:
2.1.1. Provider shall provide 24/7 support to the Customer.
2.1.2. Provider provides Response Times to Customer as outlined in Section 5, however, Provider does not guarantee any resolution times.
2.1.3. Provider shall provide regular updates for known incidents Customer reports.
2.1.4. Customer may submit requests for new features or upgrades, but Provider does not guarantee that such requests will be acted upon.
2.1.5. Customer is eligible to receive a direct contact channel with the Provider via a dedicated Slack channel.
2.1.6. Provider shall not be liable for any issues or delays arising directly or indirectly from the issues set out in Section 1.
2.1.7. Customer incidents are handled with priority over incidents of Standard Support or Community Support customers.
2.2. This Agreement does not extend to any third parties, including end-users of Customer's services.
2.3. Provider is not responsible for any software other than the Provider Software or any hardware of third parties.
2.4. Provider does not make backports for any released product versions. Improvements and bug fixes are available only in the latest product version.
3.1. Customer shall always follow the incident reporting procedure set out at docs.tatum.io/docs/contacting-support.
3.2. Customer shall open all incident reports in written form via the Tatum Helpdesk new incident form or via the dedicated Tatum Support Slack channel.
3.3. Customer may manage an existing incident through Tatum Helpdesk or via the dedicated Tatum Support Slack channel.
3.4. Customer shall provide the Provider with all data relevant for resolving each support request.
3.5. Customer must remain responsive and cooperative during the support process.
4.1. Provider undertakes to notify Customer of any critical malfunctions or errors in the Provider Software, third-party software, or related documentation within Provider's knowledge.
4.1.3. Such notification may be provided by email, through Tatum Helpdesk, by dedicated Slack channel, or by publishing at status.tatum.io.
4.2. Provider may determine whether support services and communication will be provided through Helpdesk, email, or dedicated Slack channel.
4.3. Provider shall make commercially reasonable efforts to provide technical assistance and solutions where the Provider Software does not function as described in Provider's documentation at docs.tatum.io.
4.4. Provider is obligated to provide regular new versions of the Provider Software and relevant documentation reflecting significant updates and enhancements, when available.
4.5. Provider shall assist with issues exclusively related to Tatum API and Tatum Dashboard.
| Classification | Initial Incident Response Time | Subsequent Update Frequency |
|---|---|---|
| P1 - Critical | 2 hours | Each 12 hours |
| P2 - Major | 8 hours | Each 48 hours |
| P3 - Low | 24 business hours | NA |
5.2. Provider shall allocate resources and expertise in good faith to minimize any impact on the Customer's operations in the event of an incident.
6.1. The initial classification of the incident can be set by Customer, however Provider has the exclusive right to reclassify incident severity after investigating.
6.2. Incidents are classified as P1 - Critical, P2 - Major, or P3 - Low.
7.1. Customer may submit a new feature request through the Tatum Helpdesk feature request form.
7.2. Customer should clearly describe the desired change in the Provider Software and the rationale for it.
7.3. A new feature request may be analyzed and evaluated by Provider, and if approved, prioritized into the product backlog.
7.4. Parties may agree that a specific feature should be implemented for Customer with priority as a paid request.
7.5. Any new features or improvements developed by Provider based on Customer feedback or request remain the exclusive property of Provider.
8.1. This Agreement is part of and governed by the Service Agreement.
8.2. If any terms conflict with the Service Agreement, the terms of this Agreement prevail.
