Our Commitment to Quality: Service Level Agreement (SLA)
At Tatum, we prioritize your reliability. We offer Service Level Agreements (SLA) tailored to meet your expectations—whether you're a free user or a business customer. We’re here to provide the support you need to keep your blockchain projects running smoothly.
What's Included in Our SLA:
Comprehensive Support Across Plans:
Free Plan: Community support during business hours. Paid Plans: Standard support, 8 hour a day 5 days a week and faster response times.
Enterprise (Business) Plan: 24/7 prioritized support with dedicated communication channels and real-time updates
Fast Response Times:
We categorize incidents by priority to ensure urgent issues are addressed quickest. Critical Issues (P1): Initial response within 2 hours.
Major Issues (P2): Initial response within 8 hours.
Low Priority (P3): Response during business hours.
Tailored Support Levels:
Community Support: Basic help during business hours. Standard Support: 8/5 help with initial response times and access to a wide range of features. Prioritized Support: Dedicated 24/7 service with prioritized issue handling, regular updates, and direct access to our support team via Slack.
Feature Requests and Customization:
Need something new? You can submit feature requests, and we’ll evaluate and prioritize them for future updates.
Technical Expertise You Can Rely On:
We’re a blockchain SaaS provider working with top networks like Ethereum, Solana, Base, Polygon and more. While we can’t control third-party blockchain software, we collaborate closely with these networks to find solutions and implement workarounds when necessary.
Our Priority Definitions
Priority #1
For urgent issues that impact essential functions and regulatory standards: 1. Any fault causing failure of a critical feature.
2. Significant data loss or visibility issues (e.g., loss of connectivity to the host server).
3. Security or regulatory non-compliance issues.
4. Critical bugs with no available short-term workaround.
Priority #2
For issues impacting system behavior but with some available workaround: 1. Partial failure or limited usability of system components.
2. Issues affecting system performance or requiring extra resources for maintenance.
3. Non-critical feature malfunctions, with acceptable workarounds for the medium term.
Priority #3
For minor issues that don’t disrupt primary functionality: Minor bugs or issues with Testnets that don’t affect production.
Issues with administrative or non-critical features.
Workarounds are practical and commercially efficient long-term.
Our Response Times
Classification
Initial Response Time
Update Frequency**
P1 – Critical
2 hours
Each 12 hours**
P2 – Major
8 hours
Each 48 hours**
P3 – Low
24 business hours*
* Please contact us for specific SLA agreement information
** Available only for Prioritized Support as part of Business plans
Our Escalation Paths - How to Get in Touch
Free Plan
Reach out to the Tatum community - community developers will help you with your issue.
Pay as You Go Plan
Pay as You Go 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.
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.
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