Service Level Agreement

What's Included in Our SLA:

Comprehensive Support Across Plans:

Free Plan: Community support during business hours.
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‍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.
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‍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.
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Standard Support: 8/5 help with initial response times and access to a wide range of features.
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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.
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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:
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1. Any fault causing failure of a critical feature for tier #1 chains.

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:
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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:
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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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Our Commitment to Quality: Service Level Agreement (SLA)