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 pay-as-you-go customer, excluding enterprise-level customers and free-tier customers, utilizing Tatum services ("Paid-Tier Customer"). By using Tatum's services, you acknowledge and agree to the terms below.
These SLA Terms are a part of the Terms of Use under which Provider performs services and provides software to Paid-Tier Customer.
1.1. Provider, as a blockchain SaaS provider, operates within the ecosystem of various blockchain networks such as Bitcoin, Ethereum, Polygon, and others. It is important to understand that the Provider does not control or own the source code that the blockchain consortiums make available to run the nodes.
1.2. Consequently, Provider holds no authority or capability to modify, repair, or address bugs and issues originating from this third-party software. Furthermore, node upgrades can introduce unexpected bugs and breaking changes.
1.3. Given these limitations, Paid-Tier Customer agrees that the identification and resolution of issues can be time-consuming, particularly when it is necessary to determine whether a problem originates from third-party software. Additionally, some components of this third-party software may be explicitly or implicitly designated as "Tech Preview", "Alpha", or "Beta" by the blockchain consortiums themselves.
1.4. Despite these uncertainties, Provider will make reasonable efforts to address problems by communicating with the blockchain consortiums and seeking workarounds where possible, however, such workarounds or resolutions are not guaranteed.
1.5. Paid-Tier Customer should be aware of these inherent uncertainties and the potential for instability, which prevent Provider from committing to a specific resolution time and by using Provider's services, Paid-Tier Customer acknowledges and accepts these limitations.
2.1. Paid-Tier Customer is entitled to the following level of support:
2.1.1. Provider shall provide 8/5 (eight hours, five days a week) support to the Paid-Tier Customer Monday to Friday, 9:00 AM to 5:00 PM CET/CEST ("Business Hours"). Support outside of these hours may be arranged on a case-by-case basis at the Provider's discretion, subject to availability.
2.1.2. Provider provides Response Times to Paid-Tier Customer as outlined in Section 5 (Incident Response Times), however, Provider does not guarantee any resolution times.
2.1.3. Paid-Tier Customer may submit requests for new features or upgrades to accommodate changes in its business practices, policies, or procedures, but Provider does not guarantee that such requests will be acted upon and is not obligated to change the Provider Software as further described in Section 7 (Feature Request Definition).
2.1.4. Provider shall not be liable for any issues or delays arising directly or indirectly from the issues set out in Section 1.
2.1.5. Paid-Tier Customer incidents are handled with priority over incidents of "Community Support" customers.
2.2. These SLA Terms do not extend to any third parties, including any end-users of Paid-Tier Customer's services, and do not provide an additional level of support for a Paid-Tier Customer acting as a vendor or white-labeling the Provider's service offering.
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. All developed improvements and bug fixes are available only in the latest product version. Paid-Tier Customer may continue to use legacy versions of Provider Software endpoints and methods, however, such Tatum Legacy endpoints and methods are not eligible for technical support or updates.
3.1. Paid-Tier Customer shall always follow the incident reporting procedure set out at docs.tatum.io/docs/contacting-support.
3.2. Paid-Tier Customer shall open all incident reports in written form via the Tatum Helpdesk new incident form.
3.3. Paid-Tier Customer may manage an existing incident through Tatum Helpdesk.
3.4. Paid-Tier Customer shall provide the Provider with all the data that is relevant for resolving each support request. Relevant data may include, but it is not limited to, log files, database dumps, program scripts, descriptions of the hardware and software environments, examples of inputs, and expected and actual outputs.
3.5. Paid-Tier Customer must remain responsive and cooperative during the support process, as any lack of responsiveness may adversely affect the quality and timeliness of the support provided.
4.1. Provider undertakes to notify Paid-Tier Customer of any critical malfunctions or errors in the Provider Software, third-party software, or related documentation within the Provider's knowledge.
4.2. Judging the criticality of malfunctions or errors shall be fully in Provider's exclusive discretion.
4.3. Provider shall not be obligated to actively monitor for critical malfunctions or errors in the Provider Software, third-party software, or related documentation.
4.4. The above shall be notified to Paid-Tier Customer in one or more of the following ways:
4.5. Provider may determine whether support services and communication will be provided through the Tatum Helpdesk or email. In some cases, video calls may be scheduled at the Provider's discretion.
4.6. Provider shall make commercially reasonable efforts to provide technical assistance under these SLA Terms and to rectify or provide solutions to problems where the Provider Software does not function as described in Provider's documentation at docs.tatum.io. However, the Provider does not guarantee that the Provider Software will be error-free, as set out in the Terms of Use.
4.7. Provider is obligated to provide to Paid-Tier Customer regular new versions of the Provider Software and relevant documentation revised to reflect significant updates and enhancements to the Provider Software, when they are available. Such enhancements may include, without limitation, modifications to the Provider Software that increase its speed, efficiency, and/or ease of operation.
4.8. Provider shall assist with issues exclusively related to the following SaaS services maintained and updated by the Provider:
5.1. The following table sets forth the response times applicable under these SLA Terms ("Response Times"), which the Provider shall use commercially reasonable efforts to meet:
| Classification | Initial Incident Response Time |
|---|---|
| P1 - Critical | 2 Business Hours |
| P2 - Major | 8 Business Hours |
| P3 - Low | 24 Business Hours |
5.2. Provider shall allocate resources and expertise in good faith to minimize any impact on the Paid-Tier Customer's operations in the event of an incident.
6.1. The initial classification of the incident can be set by Paid-Tier Customer, however Provider has the exclusive right to reclassify the incident severity after investigating. Incident severity classification may only be changed by Paid-Tier Customer upon the prior approval of the Provider.
6.2. Incidents are classified as: P1 - Critical, P2 - Major, or P3 - Low based on the following criteria:
7.1. Paid-Tier Customer may submit a new feature request as a new ticket through the Tatum Helpdesk portal.
7.2. Paid-Tier Customer should clearly describe the desired change in the Provider Software along with a rationale for why this change is useful. The ticket should also:
7.3. A new feature request shall be analyzed and evaluated by Provider, and if approved, it will be prioritized and added into the product backlog for developing Provider Software. However, Provider has no obligation to implement any new feature requests or provide any explanation of its decision to not implement such requests.
7.4. Parties may agree that a specific feature may be implemented for Paid-Tier Customer with priority and based on Paid-Tier Customer's specific requests. Any such implementation shall be paid for by Paid-Tier Customer at the rates agreed by the Parties in writing.
7.5. Paid-Tier Customer expressly and irrevocably agrees that any new features or improvement to existing features developed by Provider based on Paid-Tier Customer feedback or request, including paid request under Section 7.4, shall be the exclusive property of Provider without any obligation to Paid-Tier Customer. Paid-Tier Customer assigns any of its rights in such features and improvements to Provider. And Provider shall be free to offer such features or improvements to its other customers or further develop such features.
8.1. These SLA Terms are a part of and are governed by the provisions of the Terms of Use.
8.2. In case any terms of these SLA Terms conflict with any of the terms of the Terms of Use, the terms of these SLA Terms prevail.
