Our Commitment to Quality: Service Level Agreement (SLA)

At Tatum, reliability and transparency are core to how we operate our services. Our Service Level Agreement (SLA) defines the support scope, response targets, and incident handling across our free, self-service, and business plans. We are committed to keeping your blockchain applications running smoothly.

What's Included in Our SLA:

Comprehensive Support Across Plans:

Free Plan: Includes Community Support available through our community channels.

View Community Support SLA →
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‍Starter, Pro, and Scale Plans: Includes Standard Support, 8 hour a day 5 days a week and faster response times.
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‍View Standard Support SLA →

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‍‍Business Plan: 24/7 prioritized Enterprise Support with dedicated communication channels and real-time updates.

View Enterprise Support SLA →

Fast Response
Times:

We categorize incidents by priority to ensure urgent issues are addressed quickest.
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‍Critical Issues (P1): Initial response target within 2 hours.

Major Issues (P2): Initial response target within 8 hours.

Low Priority (P3): Response target during with 24 business hours.

Technical Expertise You Can Rely On:

Tatum provides production-grade blockchain infrastructure for leading networks including Ethereum, Solana, Base, Polygon, and others.

Our teams continuously monitor performance and work proactively to diagnose issues, mitigate impact, and communicate clearly during incidents. Where dependencies extend beyond Tatum’s systems, e.g. underlying blockchain networks or third-party components, we coordinate closely with relevant ecosystem partners and apply practical workarounds whenever possible to maintain service continuity.

Business plan customers are eligible for custom-tailored service levels and support arrangements (including priority handling and dedicated communication channels) as part additional enterprise agreements. For more information, please contact sales@tatum.io.

Looking to submit a feature request?

We strive to build the tools our community needs. Submit a feature proposal -we'll see if we can add it to the roadmap. Custom development or tailored feature delivery are available for Business Plan customers under a separate agreement.
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Our Escalation Paths - How to Get in Touch

Free Plan

Reach out to the Tatum community - community developers will help you with your issue.

Self-Service Plans

Starter, Pro, and Scale plan users can submit issues through the Tatum Dashboard.‍

Business Plan

Our Business plans come with a dedicated Slack channel, but for fastest escalation we encourage users to use the Tatum Dashboard.
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