SERVICE LEVEL AGREEMENT
Service Level Agreement - Customer Service
Version. V8.0
Introduction
Software-as-a-Service (SaaS) based services
ChainUp provides this Service Level Agreement (“SLA”) as a formal agreement between ChainUp and the Customer, defining the standards of service and support commitments applicable to the Services. This SLA forms an integral part of the Customer’s Subscription under the Service Agreement and is governed by the terms set forth therein, including any capitalized terms specifically defined for our valued customers.
Please note that this SLA does not apply to independently branded services that may be associated with or connected to the core Services, nor does it cover any on-premises software that is integrated with the Services. In addition, any modifications or customizations to ChainUp’s Services performed by the Customer or by third-party vendors authorized by the Customer are expressly excluded from SLA coverage.
It is also important to emphasize that ChainUp Previews and any Services provided free of charge are explicitly excluded from, and not eligible for, SLA commitments.
Document Authority
This SLA is issued under the authority of ChainUp Pte. Ltd.
All commitments, definitions, and service levels defined herein apply only to Customers with active Subscriptions under a valid Service Agreement executed with ChainUp.
Amendments and Updates
ChainUp reserves the right to amend, modify, or update this Service Level Agreement (SLA) at its sole discretion, as deemed necessary to ensure the continued delivery of services to its subscribed customers. Any such changes shall take effect upon publication or communication to the Customer, unless otherwise specified. ChainUp is committed to maintaining service quality and operational excellence, and adjustments to the SLA will be made in alignment with evolving service requirements, industry standards, and business needs.
General Terms and Definitions
The following section outlines the general terms and definitions pertinent to the Service Level Agreement (“SLA”) governing the provision of ChainUp Services. These terms and definitions serve as the foundational framework for understanding the rights, responsibilities, and obligations of both ChainUp and its Customers in relation to the delivery and performance of the Services under the Service Agreement.
“ChainUp” means ChainUp Pte. Ltd. and its affiliates, and includes all products, platforms, and services made available by ChainUp to its Customers.
“Affiliate” means any entity that directly or indirectly controls, is controlled by, or is under common control ith a party to this SLA.
“Customer” means any paying entity that have subscribed to one or more ChainUp Services with an active Subscription, as stipulated and agreed upon in the relevant Service Agreement.
“Services” covers the functionalities, features, and resources made available by ChainUp as specified in the service agreement.
“End User” means the individual or entity authorized by the Customer to access or use the Services under the Customer’s account.
“Services” refers to the functionalities, features, systems, and resources made available by ChainUp as specified in the Service Agreement.
“Service Agreement” (also referred to as Order Form or Purchase Agreement) means the contractual document executed between Customer and ChainUp which defines the commercial terms, scope, and duration of the Services.
“Subscription” means the Customer’s right to access and use the Services for the subscription term specified under the relevant Service Agreement.
“Active Subscription” refers to a Subscription that is currently valid and has not expired, been terminated, or suspended.
“Incident” means (i) a single event, or (ii) a set of related events that result in downtime, degradation, or material impairment of the Service.
“Service Request” means a non-incident request from the Customer, such as a configuration change, information request, or feature inquiry that does not involve system failure.
“Scheduled Downtime” means the period of time during which the Service is unavailable due to planned maintenance or upgrade activities, notified in advance or conducted as an emergency measure, and not caused by Service failure.
“Unscheduled Downtime” means any Service unavailability not classified as Scheduled Downtime or excluded by Force Majeure events.
“Uptime” means the total time during which the Services are fully operational and accessible to the Customer, expressed as a percentage of total time in a given calendar month.
“Downtime” means the total accumulated minutes during which the Services are unavailable or inaccessible to the Customer, excluding Scheduled Downtime and Force Majeure events.
“Response Time” means the maximum duration within which ChainUp commits to acknowledge receipt of a Customer’s issue, incident, or request through official support channels.
“Resolution Time” means the maximum duration within which ChainUp provides an update, workaround, or restoration of service related to a reported incident, as defined in the SLA.
“Business Hours” means the official working hours of ChainUp support teams as defined in the Support Plan applicable to the Customer’s Service Agreement.
“Service Credit” means the service-based compensation applied to the Customer’s account when ChainUp fails to meet the committed service levels, in accordance with the SLA.
“Force Majeure” refers to (i) any circumstances render non-performance or delay in performance under this SLA, including but not limited to natural disasters, acts of war (whether declared or not), government regulations, labour disputes, and any other circumstances of similar nature which is directly or indirectly beyond the control of the parties under this SLA, unforeseeable and unavoidable; and (ii) any circumstance and conditions directly or indirectly affected, contributed and/or caused by (i) above, including but without limitation to hacking (for example, DDoS attacks), equipment failures, network failures, service failures caused by power outages of cloud service providers, management failures, or digital currency damage/loss caused by and not limited to viruses and bugs, and any other circumstances of similar nature.
“Confidential Information” Any non-public, proprietary, or sensitive information disclosed by either party to the other party in connection with the provision or use of the Services, including but not limited to trade secrets, financial data, and customer information.
“Personal Data” means any information relating to an identified or identifiable natural person as defined under applicable data protection laws (e.g., PDPA).
“Support Channel” means the official methods through which Customers can contact ChainUp Support, including the Support Help Center, Support Chat, or designated communication group(s) such as Telegram if included in the Service Agreement.
These terms and definitions are provided for clarity and reference purposes and shall govern the interpretation and enforcement of the SLA between ChainUp and its Customers.
Scope and Applicability
This Service Level Agreement (“SLA”) governs the provision, performance, and availability of ChainUp Services delivered to Customers under an active and valid Service Agreement or Subscription.
It defines the scope of services covered, the obligations of both parties, and the metrics by which service quality and performance are measured.
This SLA applies solely to production environments hosted and managed by ChainUp and does not extend to non-production, test, sandbox, or demo environments unless explicitly stated in the Service Agreement.
1.5.1. Covered Services
This SLA applies to the following categories of services (collectively referred to as “Covered Services”):
• Core Platform Services including but not limited to ChainUp’s SaaS-based Exchange System, RealWorld Asset (RWA) System, Bitwind System, SaaS-based MPC Wallet Solution, Trustformer AML/KYT System and related backend management consoles.
• Customer-Facing Interfaces including the Web, H5, iOS, and Android front-end applications provided and maintained by ChainUp.
• Support and Maintenance Services including Customer Success, Technical Support, and Operational Maintenance assistance provided under the Customer’s subscribed plan.
• Managed Services including any managed infrastructure, liquidity, or market-making services provided under a Managed Service Agreement.
Any additional modules, APIs, integrations, or third-party services will only be covered under this SLA if expressly included in the Service Agreement or if ChainUp is the hosting and operational controller of such services.
1.5.2. Exclusions
This SLA does not apply to:
• Customer-Controlled Environments, including any on-premise or self-hosted deployments operated by the Customer or third parties.
• Third-Party Dependencies, including but not limited to internet connectivity, DNS providers, external liquidity partners, or payment gateways.
• Beta, Pilot, or Trial Services provided for evaluation or testing purposes.
• Customer Misuse or Configuration Errors, including incidents caused by unauthorized modifications, unsupported integrations, or failure to follow recommended best practices.
• Force Majeure Events, as defined in Section 1.4.
• Maintenance Windows, including Scheduled Downtime previously communicated to the Customer.
ChainUp will make reasonable efforts to minimize disruption and provide timely notifications for any excluded events that may affect service performance.
1.5.3. Customer Responsibilities
To ensure proper performance of the Services under this SLA, the Customer agrees to:
• Use the Services in accordance with the applicable Service Agreement, Acceptable Use Policy, and relevant documentation.
• Maintain accurate and up-to-date contact information for designated support and technical representatives.
• Submit all incidents and requests through official Support Channels as defined in Section 1.4.
• Cooperate with ChainUp’s support and engineering teams in diagnosing and resolving reported issues, including providing necessary logs or system access when required.
• Ensure that any third-party systems or integrations under the Customer’s control do not adversely affect the ChainUp environment.
1.5.4. Service Credit Applicability
Where applicable, Customers may be eligible for Service Credits if ChainUp fails to meet the committed service levels defined in this SLA.
Service Credits are the Customer’s sole and exclusive remedy for any performance shortfall. The process, thresholds, and calculation methods shall be detailed in Section 3: Service Availability and Performance Commitments.
1.5.5. Relationship to Other Agreement
This SLA forms part of and is incorporated into the Service Agreement between ChainUp and the Customer.
In the event of a conflict between this SLA and the Service Agreement, the Service Agreement shall prevail, except where the SLA provides more specific operational or performance commitments.
SLA Limitations
This SLA defines the commitments and performance targets for the provision of ChainUp Services. However, certain circumstances and events are excluded from ChainUp’s SLA obligations.
The following limitations and exclusions apply unless expressly stated otherwise in the Service Agreement:
“Exclusions / Out-of-Scope Services” SLA does not cover services, functionalities, or components not explicitly outlined under this Service Agreement, or not operated and managed by ChainUp.
“Third-party Services & Integrations” ChainUp shall not be liable for any unavailability, degradation, or performance issues arising from the integration or utilization of third-party services, applications or hardware not provided by ChainUp, including, but not limited to, issues resulting from inadequate bandwidth or related to third-party software or Customer in-house solution or services.
“Scheduled Maintenance” ChainUp reserves the right to perform scheduled maintenance activities that may temporarily affect service availability. Such instances are not considered breaches of the SLA.
“Force Majeure events” ChainUp shall not be held liable for any failure to meet SLA commitments due to force majeure events or circumstances beyond its reasonable control.
“Non-Compliance and Misuse” ChainUp is not responsible for downtime or disruptions arising from Customer failure to adhere to required configurations, use supported platforms, or comply with policies for acceptable use. This encompasses any usage of the Service inconsistent with its features and functionality, including attempts to perform unsupported operations, as well as actions contrary to ChainUp published guidance.
“Unauthorized Actions and Security Breaches” ChainUp shall not be held liable for any downtime, disruptions, or damages resulting from your unauthorized actions or failure to act when required. This includes actions or omissions by your employees, agents, contractors, or vendors, as well as any unauthorized access to our network facilitated by your passwords or equipment. Additionally, ChainUp shall not be liable for any Incidents stemming from your failure to adhere to appropriate security practices.
“Faulty Input or Instructions” ChainUp bears no liability for downtime or disruptions resulting from faulty input, instructions, or arguments provided by you. For instance, requests to access non-existent files or execute commands outside the scope of supported functionalities fall under this exclusion.
“Throttling due to Suspected Abuse” ChainUp shall not be held responsible for any downtime or disruptions caused by throttling of suspected abusive behaviour resulting from actions performed by you, your authorized agents, contractors, or vendors. Such actions may lead to temporary limitations on service access or functionality, as determined by ChainUp monitoring and enforcement mechanisms.
“Inactive Subscription” Subscription reserved, but terminated, rescinded or suspended due to any reason as stipulated under the relevant Service Agreement, at the time of the Incident.
“Free-of-Charge, Complimentary or Evaluation Services” Services provided by ChainUp on a free, trial, beta or proof-of-concept basis are exempt from SLA coverage and may be subject to reduced or variable performance standards.
These exclusions ensure a fair and transparent understanding of ChainUp’s obligations under this SLA, while recognizing the shared responsibility between ChainUp and the Customer for maintaining secure, stable, and supported operating conditions.
Service Specific Terms
Software-as-a-Service (SaaS) based services
ChainUp provides this Service Level Agreement (“SLA”) as a formal agreement between ChainUp and the Customer, defining the standards of service and support commitments applicable to the Services. This SLA forms an integral part of the Customer’s Subscription under the Service Agreement and is governed by the terms set forth therein, including any capitalized terms specifically defined for our valued customers.
2.1.1 Service Availability Measurement
ChainUp measures Service Availability based on the total minutes during which the SaaS platform is operational within a given calendar month, excluding periods of Scheduled Maintenance and Force Majeure Events.
Only Customers with an Active Subscription under a valid Service Agreement are eligible for SLA measurement and service performance consideration.
Service Availability (%) = ((Total Minutes in Month − Downtime Minutes) / 𝑇𝑜𝑡𝑎𝑙 𝑀𝑖𝑛𝑢𝑡𝑒𝑠 𝑖𝑛 𝑀𝑜𝑛𝑡ℎ) x 100
2.1.2. Uptime Calculation
“Uptime” represents the percentage of total minutes that the SaaS Services are accessible and functioning as intended for Customers, excluding:
• Scheduled Maintenance;
• Force Majeure events; and
• Service unavailability due to Customer-side or third-party network issues. ChainUp shall calculate uptime monthly using its internal monitoring systems, which serve as the authoritative data source.
2.1.3. Downtime Calculation
“Downtime” means the cumulative minutes within the calendar month during which the SaaS Services are unavailable or materially impaired for all Customers. Downtime excludes:
• Scheduled Maintenance windows;
• Force Majeure events;
• Unavailability of optional or add-on features not forming part of the core Services;
• Incidents caused by Customer modifications, unsupported integrations, or misconfigurations;
• Network latency, congestion, or connectivity outside ChainUp-controlled infrastructure; and
• Trading activities executed via Customer-owned mobile apps or web portals.
These clarifications define the precise boundaries of ChainUp’s SLA coverage, ensuring transparent understanding of both parties’ responsibilities.
On-premise based services
2.2.1. Service Measurement Principle
For on-premise deployments licensed from ChainUp, SLA applicability focuses on Response Time and Resolution Time performance rather than uptime.
This measurement depends upon:
• The Customer maintaining an Active License under the relevant Service Agreement;
• The Customer providing timely and accurate diagnostic information to ChainUp Support; and
• ChainUp receiving reasonable and secure access to the Customer environment for troubleshooting and resolution.
2.2.2. Exclusions for On-Premise Services
The SLA does not apply in the following situations:
1. Deployment of ChainUp Services on hardware or software environments that fail to meet ChainUp’s published specifications or compatibility requirements.
2. Service unavailability caused by Customer modifications, customizations, or alterations to ChainUpprovided software.
3. Disruptions arising from external systems or third-party services subscribed to or integrated by the Customer.
4. Downtime or operational issues related to Customer-developed mobile applications, trading platforms, or portals outside ChainUp’s operational scope.
These exclusions clarify the limitations of SLA coverage for on-premise services, ensuring transparent expectations for service support and responsibility boundaries.
Service Availability and Performance Commitments
This section establishes ChainUp’s measurable commitments for service availability and support performance across all SaaS-based Services. Detailed definitions of incident severity levels, escalation procedures, and response-time objectives are provided separately in Section 8.0 (Severity Levels & Response Times).
Service Availability Commitment
ChainUp commits to maintaining a Monthly Uptime Percentage of at least 99.9% for all SaaS Services during each calendar month, excluding Scheduled Maintenance, Force Majeure Events, and other exclusions set out in Section 2.1.
Monthly Uptime Percentage (%) = ((Total Minutes in Month − Downtime Minutes) / 𝑇𝑜𝑡𝑎𝑙 𝑀𝑖𝑛𝑢𝑡𝑒𝑠 𝑖𝑛 𝑀𝑜𝑛𝑡ℎ) × 100
• Target: ≥ 99.9% uptime
• Maximum Allowable Downtime: ≤ 43.8 minutes per month
• Measurement Authority: ChainUp’s internal monitoring systems
Maintenance and Notifications
• Planned Maintenance: At least 48 hours’ advance notice via official support channels; typically ≤ 4 hours per event.
• Emergency Maintenance: Conducted only when necessary for security or stability; Customers notified as soon as practicable.
Scheduled maintenance and emergency activities are not counted toward downtime calculations.
Incident Management and Response
Incident prioritization and handling follow the Severity Framework defined in Section 8.0.
Response and resolution time objectives vary by:
• Severity Level (P1–P4), and
• Customer Support Tier (Standard / Premium / Platinum).
For critical P1 incidents, ChainUp activates its Incident Management Process with real-time escalation, communication updates, and optional Post-Incident Review (PIR) upon resolution.
Service Credits
| Monthly Uptime Achieved | Service Credit (X multiplier of downtime rounded up to the nearest hour) |
|---|---|
| ≥ 99.9% | — |
| 99.0% – 99.89% | 2X |
| 98.0% – 98.99% | 5X |
| < 98.0% | 10X |
• Service Credits are applied directly into the impacted services’ expiration date and represent the sole and exclusive remedy for uptime shortfalls.
• Service Credits Requests/Appeals must be submitted within 30 days following the month in which the failure occurred.
Customer Responsibilities
To qualify for SLA measurement and credits, Customers must:
1. Report incidents via official Support Channels with adequate details;
2. Provide reasonable cooperation and system access for investigation;
3. Maintain system configurations per ChainUp’s technical requirements.
Continuous Improvements
ChainUp conducts post-incident analyses, infrastructure reviews, and preventive updates to continuously enhance platform resilience and service quality. Outcomes from major incidents may inform updates to this SLA.
Support Incident Management
This section defines ChainUp’s incident management framework, which governs the detection, classification, escalation, communication, and resolution of incidents affecting the availability or performance of ChainUp Services.
It ensures that all incidents are managed in a structured, timely, and transparent manner consistent with the service availability and response objectives defined under this SLA.
Applicability
ChainUp’s Incident Management procedures apply only to:
• Services covered under an Active Subscription and managed within ChainUp’s hosted infrastructure; and
• Incidents originating from ChainUp’s platform or systems.
These procedures do not apply to any issues, problems, or incidents caused—directly or indirectly—by:
• Customer-side integrations, configurations, or customizations;
• Third-party software or infrastructure not operated by ChainUp; or
• Events otherwise excluded under Section 1.6 (SLA Limitations and Exclusions)
Incident Lifecycle Overview
ChainUp follows a structured and standardized Incident Management Lifecycle to ensure consistency, transparency, and timely resolution of incidents affecting service availability or performance. This lifecycle incorporates both technical and business impact analysis, ensuring incidents are managed efficiently from detection to closure.
The process comprises the following stages:
| Steps | Description |
|---|---|
| A. Incident Classification |
|
| B. Incident Identification |
|
| C. Impact Assessment |
|
| D. Data Collection |
|
| E. Incident Scoping |
|
| F. Incident Documentation |
|
| G. Re-evaluate Severity Level |
|
| H. Communication |
|
| I. Decision Making to Resolve Incident |
|
| J. Ongoing Monitoring |
|
Communication Protocols
ChainUp ensures transparent and timely communication throughout the incident lifecycle.
| Communication Type | Channel | Frequency / Trigger | Audience |
|---|---|---|---|
| Incident Acknowledgement |
Customer Support Portal / Email | Upon incident logging | Reporting Customer |
| Progress Updates | Ticket comments, email notifications, or status page |
Per support tier (e.g., hourly for P1) | Impacted Customers |
| Major Incident Notification |
Email / Status page / Internal alerts |
Within 30 minutes of P1 confirmation |
All affected Customers |
| Post-Incident Review (PIR) |
Secure report or customer meeting | Within 5 business days after closure | Affected Customer(s |
Roles and Responsibilities
| Role | Responsibility |
|---|---|
| Customer | Promptly report incidents via official Support Channels with complete details, maintain communication, and provide necessary access for troubleshooting. |
| ChainUp Support Team | Perform initial triage, classify incidents, and ensure timely response in line with the SLA. |
| ChainUp Engineering Team | Conduct root-cause analysis, implement fixes, and restore service functionality. |
| ChainUp Incident Commander | Coordinate communication, escalation, and decision-making for P1/P2 incidents; ensure management visibility and customer updates. |
| ChainUp Customer Success (Support Team / Project Manager / Customer Success Manager) |
Communicate with the Customer for high-impact incidents, facilitate PIR delivery, and ensure customer satisfaction postresolution. |
Continuous Improvement
Insights derived from incident trend analysis, PIRs, and root-cause findings are reviewed periodically by ChainUp’s Customer Success, Engineering, and Quality Assurance teams to:
• Enhance infrastructure resilience;
• Optimize incident response efficiency; and
• Refine future SLA commitments.
Where applicable, material learnings may be incorporated into SLA updates or communicated to Customers through service advisories.
Self-Service & Support Center
ChainUp provides an integrated Self-Service and Support Center as the primary interface for Customers to obtain product documentation, configuration guidance, and technical assistance for their subscribed services.
The Support Center enables Customers to:
• Access knowledge base articles, FAQs, and setup guides;
• Submit support tickets for troubleshooting, configuration assistance, feature requests, or general inquiries; and
• Track the status and history of submitted requests.
Access to Support Center
Customers may access the Support Center through any modern web browser at: https://chainup.zendesk.com/hc/en-us
Alternatively, access is available via the official ChainUp Website:
https://www.chainup.com → Customer Support / Help Center
A valid user login is required to access the Support Center and raise tickets.
For first-time access:
• Customers must contact ChainUp Support to initiate account creation;
• The number of Support Center user accounts provisioned will depend on the Customer’s subscribed support tier as defined in the applicable Service Agreement.
ChainUp reserves the right to verify account eligibility and deactivate dormant or unauthorized accounts to ensure system security and compliance.
Customer Service Online Support (Live Chat)
ChainUp offers real-time online support through the Live Chat function available at
https://www.chainup.com.
To initiate a chat session:
1. Visit the official ChainUp website;
2. Click the “Support Chat” link located in the website footer;
3. Click on the Start a Conversation to connect with a ChainUp Customer Service Officer (CSO).
4. Provide your details (Name and Contact Information) to start support live chat.
Live Chat support is available exclusively to Customers with an Active Subscription and valid login credentials.
Depending on the subscribed support tier, chat availability may be offered on either a 24 × 7 or business hours basis.
Support Channels Summary
| Support Channel | Description / Use Case | Availability | Access Method |
|---|---|---|---|
| Self-Service Portal | Browse articles, FAQs, and configuration guides | 24 × 7 | https://chainup.zendesk.com/hc/enus |
| Ticket Submission | Log incidents, service requests, or feature enhancements | 24 × 7 | Within Support Center (login required) |
| Live Chat | Immediate support for active subscribers |
Per support tier (Standard / Premium / Platinum) |
https://www.chainup.com/ https://chainup.zendesk.com/hc/enusSubscribed platform’s backend |
| Email Support | Follow-up correspondence or escalations |
Per support tier | [email protected] |
Support Eligibility and Conditions
• Access to ChainUp Support resources is limited to authorized users under an Active Subscription.
• ChainUp may request proof of authorization before providing support or account-related actions.
• Support is not provided through social-media platforms or unauthorized third-party channels.
• Customers are responsible for maintaining secure credentials and ensuring that only designated personnel contact ChainUp Support.
Additional Resources
Customers are encouraged to leverage available Knowledge Base materials and Product Documentation before submitting tickets to facilitate faster resolution and self-service troubleshooting.
Respectful Conduct and Support Interaction Standards
ChainUp is committed to maintaining a professional, safe, and respectful environment for all interactions between its Customers and Support personnel.
This section establishes clear expectations for mutual conduct and defines ChainUp’s right to protect its employees and contractors from abusive, threatening, or inappropriate behavior. It is not intended to limit constructive feedback, dispute resolution, or escalation rights.
Its purpose is to foster a respectful, solution-focused partnership that allows both parties to collaborate effectively toward issue resolution and long-term success.
Expected Conduct
Customers, and all individuals acting on their behalf, are expected to:
• Communicate respectfully and courteously with all ChainUp staff;
• Refrain from the use of aggressive, discriminatory, or obscene language;
• Treat Customer Service Officers (CSOs) and other representatives with the same professionalism expected from ChainUp; and
• Cooperate reasonably in providing information necessary for timely issue resolution.
ChainUp’s support personnel are likewise expected to act with courtesy, professionalism, and empathy in all communications with Customers.
Unacceptable Conduct
Customers, and all individuals acting on their behalf, are expected to:
• Communicate respectfully and courteously with all ChainUp staff;
• Refrain from the use of aggressive, discriminatory, or obscene language;
• Treat Customer Service Officers (CSOs) and other representatives with the same professionalism expected from ChainUp; and
• Cooperate reasonably in providing information necessary for timely issue resolution.
ChainUp’s support personnel are likewise expected to act with courtesy, professionalism, and empathy in all communications with Customers.
ChainUp’s Right to Protect Its Employees
In the event of abusive or threatening conduct, ChainUp reserves the right to take one or more of the following actions:
1. Issue a Written Warning describing the unacceptable behavior and requesting that it cease immediately.
2. Apply a Temporary Cooling-Off Period, during which direct interactions may be suspended and communication restricted to designated representatives.
3. Suspend or Limit Support Access, in whole or in part, for repeat or severe incidents that endanger staff well-being or disrupt service operations.
4. Escalate to Legal or Contractual Remedies, including termination of service, in cases of persistent or extreme abuse.
Such actions will be taken in accordance with internal escalation procedures and applicable contractual or legal obligations.
Restoring Service Access
Support access may be reinstated once the Customer acknowledges the violation, commits to appropriate conduct going forward, and ChainUp determines it is safe and appropriate to resume direct communication.
No Impact on SLA Commitments
While support interactions may be temporarily restricted, ChainUp will continue to act in good faith to meet its service obligations.
However, delays or limitations resulting from abusive behavior may not be considered breaches of the SLA.
Customer Service Support Tiers
ChainUp offers three (3) tiers of customer service support, available exclusively to customers with an active Subscription under the applicable Service Agreement.
| Support Tier | Standard | Premium | Platinum |
|---|---|---|---|
| Service Offering |
Available to Customers during the active Subscription period as stipulated and agreed under the relevant Service Agreement. | Available as a Value-Added Service (VAS) to Customers during the active Subscription period as stipulated and agreed under the relevant Service Agreement. | Available as a Value-Added Service (VAS) to Customers during the active Subscription period as stipulated and agreed under the relevant Service Agreement. |
| Support Hours |
ChainUp Standard Hours are 8am to 8pm, GMT+8 timezone. Working Days (Monday – |
24/7 supports whole calendar year, across all time-zones |
24/7 supports wholecalendar year, across all time-zones |
| Treatment | Standard Product Support | Priority Support | Priority Support |
| Issue Handling |
Access to 24/7 support for priority (P1 and P2) matters only. (Refer to section 8 severity levels for more information) Standard enquiries or minor issues can be registered into our ticketing system and worked on by our support and/or technical teams following standard SLA |
Access to 24/7 support | Access to 24/7 support |
| Support Channels | Standard | Premium | Platinum |
|---|---|---|---|
| Self-Service Ticketing System | ✓ | ✓ | ✓ |
| Online Documentation / Guide | ✓ | ✓ | ✓ |
| Online Chat Support (ChainUp Website) | ✓ | ✓ + Priority Queue | ✓ + Priority Queue |
| Online Chat Support (Selected product offerings) |
✓ | ✓ + Priority Queue | ✓ + Priority Queue |
| Telegram Live Agent Support | Add-on available | ✓ + Priority Queue | ✓ + Priority Queue |
| Customer Success Manager | No | Add-on available | ✓ |
Severity Levels & Response Times
All service requests and incident reports submitted to ChainUp Customer Support are assessed and assigned a Severity Level ranging from 1 (Critical) to 4 (Low).
Severity Levels are determined following the initial contact and preliminary triage conducted by ChainUp Support personnel, based on the nature, impact, and urgency of the reported issue.
This structured severity classification ensures that incident handling is systematic, transparent, and prioritized according to business criticality — in alignment with the performance commitments defined in this Service Level Agreement (SLA).
The following tables outline:
• The classification criteria for each Severity Level; and
• The corresponding target initial response times and resolution objectives applicable to each Customer Support tier (Standard, Premium, and Platinum).
Incident Handling and Escalation Process
For incidents classified as Severity 1 (P1), representing critical issues that significantly impact service availability, system integrity, or cause major business disruption, ChainUp will activate its internal Incident Management Process in parallel with standard support handling procedures.
This process includes:
• Real-time incident tracking through ChainUp’s internal monitoring systems;
• Immediate escalation to appropriate technical, engineering, and management teams; and
• Continuous communication and status updates until full service restoration.
Post-Incident Review (PIR)
Upon resolution of a Severity 1 incident, ChainUp may provide a Post-Incident Review (PIR) report to impacted Customers.
The PIR report will include:
• A detailed root cause analysis;
• A timeline of events from detection to resolution;
• Corrective actions taken; and
• Preventive measures implemented to minimize recurrence risk.
This structured approach reinforces ChainUp’s commitment to service transparency, continuous improvement, and proactive operational governance.
Issue Severity Matrix
| Severity Level | Description | Initial Response (Support Tier) | Estimated Time to Resolution | ||
|---|---|---|---|---|---|
| Standard | Premium | Platinum | |||
| P1 – Critical |
Critical Impact. Customer’s production use of ChainUp Services is completely stopped or severely impacted. Examples:
|
Within 30 min (24×7) |
Within 15 min (24×7) |
Within 10 min (24×7) |
ASAP, with hourly updates until resolved |
| P2 – High |
Significant Impact. Key service features are unavailable or unstable without a viable workaround. Examples:
|
Within 60 min (24×7) |
Within 30 min (24×7) |
Within 15 min (24×7) |
ASAP, updates every 2 hours until resolved |
| P3 – Medium |
Minimal Impact. Service features partially affected but workaround exists. Examples:
|
Within 4 hrs (Business hours) |
Within 2 hrs (Business hours) |
Within 30 min (24×7) |
Typically within 5 business days, daily updates |
| P4 – Low |
Nominal Impact. General enquiries or enhancement requests, no operational impact. Examples:
|
Within 2 business days |
Within 1 business day |
Within 1 business day |
Resolution time mutually agreed based on topic |
Additional Notes
1. Response Time refers to the time between ChainUp’s receipt of a support request and acknowledgment by a support representative.
2. Resolution Time is the target timeframe to restore normal service operation or provide an acceptable workaround; actual resolution time may vary depending on issue complexity.
3. Customers must make appropriate resources available during investigation to facilitate timely recovery, particularly for P1 and P2 incidents.
4. Where applicable, P1 incidents will trigger ChainUp’s Incident Management Process (see Section 4.0) and may include a Post-Incident Review (PIR).
Severity Level Determination Criteria (Issue Classification)
Severity Levels are initially assigned by ChainUp Support during ticket triage based on the category and assessed business impact of the issue. The following table outlines the standard mapping between common incident categories and their default severity classifications.
| Category | Description | Initial Severity Level |
|---|---|---|
| Service Disruptions | Unplanned outages or downtime resulting in full or partial unavailability of core ChainUp Services or hosted applications. | P1 |
| Security Breaches | Confirmed or suspected unauthorized access, data breach, or critical security vulnerability compromising system or data integrity. | P1 |
| Data Loss or Corruption | Unintended deletion, alteration, or corruption of customer or transaction data. | P1 |
| Processing Failures | Failures in transaction processing, order execution, trade matching, or delays within trading or settlement gateways. | P2 / P3* |
| Fraudulent Activity | Detection or reporting of fraudulent transactions, identity theft, or suspicious account behaviour requiring investigation. | P2 / P3* |
| Market Data Outages | Interruptions in market-data feeds, pricing streams, or trading interfaces causing incomplete or delayed information. | P2 / P3* |
| Compliance Violations | Breaches of legal, regulatory, or KYC/AML obligations, including reporting inaccuracies or non-compliance with standards. | P2 / P3* |
| Account Access Issues | End-Customer complaints regarding difficulties in accessing their accounts, including login problems, password resets, or account lockouts. | P2 / P3* |
| Third-Party Service Failures | Outages or degraded performance caused by third-party vendors (e.g., payment processors, liquidity or data providers). | P2 / P3* |
| Cybersecurity Incidents | Security-related events that do not constitute a confirmed breach but indicate elevated risk or abnormal behavior. | P3 |
| System Configuration Support and Inquiries | Customer request for support on backend configuration, inquiries on functionalities needed to maintain its own system. | P3 / P4* |
| Customer Complaints and Inquiries | End-Customer feedback or complaints regarding any aspect of the fintech service, from usability issues to billing disputes. | P3 / P4* |
* Severity may vary depending on scale and impact:
• Escalated to P2 if issue affects production services, multiple users, or compliance obligations.
• Retained as P3 / P4 if localized, minor, or informational only.
Determination and Re-evaluation
1. Initial Classification: ChainUp Support assigns an initial severity during ticket intake based on customer-reported symptoms and impact scope.
2. Verification and Adjustment: The assigned severity may be re-evaluated following diagnosis, impact assessment (see Section 4.3), or customer escalation.
3. Customer Collaboration: Customers are encouraged to provide relevant context (e.g., number of users affected, transaction volume, or regulatory deadlines) to ensure accurate classification.
4. Ongoing Review: Severity levels may be downgraded once mitigation or workaround is in place, or upgraded if the incident expands in scope or risk.
Dispute on Issue Severity Level
In the event that a Customer disagrees with the initial severity level assigned by ChainUp Support, both parties shall promptly engage in a collaborative review to reassess the impact, scope, and urgency of the issue.
1. The purpose of this process is to ensure that the severity level accurately reflects the true business impact of the incident. Notification: The Customer may request a review of the assigned severity level by providing supporting information, such as affected users, service components, or operational impact.
2. Joint Assessment: ChainUp and the Customer shall jointly investigate and evaluate the issue in good faith to determine whether the initial classification should be maintained, upgraded, or downgraded.
3. Resolution Timeframe: Both parties will make reasonable efforts to reach a mutual written agreement on the confirmed severity level within one (1) business day of the dispute being raised, or within a timeframe agreed upon by both parties.
4. Final Determination: The agreed severity level will govern subsequent response and resolution timeframes under this SLA. In cases where no consensus is reached, ChainUp’s Support Management Team shall make the final determination based on the documented impact analysis.
This cooperative process is designed to maintain transparency, fairness, and service integrity, while ensuring that incidents are prioritized appropriately in accordance with the terms of this SLA.
Severity Disputes
If a severity-level dispute remains unresolved after the collaborative review process described in Section 8.6, either party may escalate the matter for management review. The escalation shall proceed as follows:
1. Escalation to ChainUp Management: The issue will be referred to ChainUp’s Head of Customer Success (or equivalent authority) for review in coordination with the Customer’s designated representative.
2. Joint Evaluation: Both parties shall provide relevant documentation or evidence to support their position.
3. Final Decision: ChainUp’s Management Team will make the final determination on the severity level based on the available evidence and impact analysis. The outcome will be communicated to the Customer and reflected in the active ticket.
This escalation mechanism ensures timely and impartial resolution of classification disputes, while maintaining continuity of support and adherence to the agreed service-level objectives.
Service Reporting and Review (Reserved)
This section is reserved for future development.
ChainUp intends to introduce structured Service Reporting and Review processes to provide Customers with transparency into uptime performance, incident trends, and service-quality metrics. Upon implementation, this section will outline the frequency, format, and scope of such reports, along with the responsibilities of both parties in reviewing performance data.
Service Governance and Continuous Improvement
This section outlines ChainUp’s commitment to maintaining robust service governance practices and driving continuous improvement across all aspects of service delivery and customer support. It reinforces ChainUp’s dedication to operational excellence, compliance, and transparent partnership with its Customers.
Governance Framework
ChainUp’s service governance model is designed to ensure accountability, traceability, and continuous alignment between business objectives and service delivery outcomes.
Key governance elements include:
• Defined Roles and Responsibilities: Clear accountability across Support, Operations, Product, and Engineering teams for incident response, change management, and problem resolution.
• Internal Oversight: Regular internal reviews of SLA adherence, incident performance, and customer feedback to identify systemic improvements.
• Policy Compliance: Alignment with internal policies on Information Security, Business Continuity, and Data Protection to maintain the integrity and confidentiality of customer data.
• Stakeholder Visibility: Management reporting and executive oversight of service performance metrics (where applicable).
Continuous Improvement Commitment
ChainUp strives for excellence by embedding continuous improvement into its operational framework.
This includes:
1. Post-Incident Reviews (PIRs): Conducting structured reviews after critical incidents to identify root causes and preventive actions.
2. Process Optimization: Refining support processes, escalation protocols, and internal workflows to improve responsiveness and efficiency.
3. Technology Enhancements: Periodic upgrades to infrastructure, monitoring, and automation tools to enhance service resilience and scalability.
4. Customer Feedback Integration: Using insights from customer interactions, satisfaction surveys, and account feedback to refine service strategy and prioritize enhancements.
Review and Revision of SLA
This SLA is a living document and may be updated periodically to reflect changes in ChainUp’s operational capabilities, service offerings, and customer requirements.
• Notification: ChainUp will communicate material changes to Customers in advance of implementation through official channels.
• Version Control: Each SLA revision will be assigned a version number and effective date for reference.
• Customer Acknowledgment: Continued use of ChainUp Services following the effective date of an updated SLA constitutes acceptance of the revised terms.
Commitment to Transparency and Partnership
ChainUp values the trust and collaboration of its Customers.
Through disciplined governance, proactive risk management, and continuous service improvement, ChainUp aims to deliver a stable, secure, and evolving service environment that supports Customers’ business success.
Effective Date and Version Control
This Service Level Agreement (“SLA”) becomes effective on the date specified below and remains in effect for the duration of the Customer’s active Service Agreement or Subscription with ChainUp, unless superseded or replaced by a revised version issued by ChainUp.
ChainUp maintains version control of this SLA to ensure transparency and traceability of updates. Details of the changes are documented in the Document Revision History
