Service Level Agreement
1. Interpretation and Definitions
1.1. This Service Level Agreement (hereinafter referred to as ‘SLA’) is an integral part of the Terms of Service which define the level of expected Availability of the Platform and/or Nodes and support services provided by GetBlock.
1.2. This SLA is applied to the fee-based services available on the Platform and does not apply to the services provided for free.
1.3. All the definitions shall have the meaning given to them in the Terms of Service, unless otherwise defined herein. The following definitions and rules of interpretation apply in this SLA:
Availability: the state of the Platform and Nodes that allows the User to use all functions in all material aspects. The availability is calculated as follows: ((total minutes in a month - total minutes of Downtime) / total minutes in a month) * 100%.
Commercially Reasonable Efforts: the same degree of priority and diligence with which GetBlock meets the support needs of its other similar Users.
Downtime: the time when the Platform and/or Nodes is out of action or unavailable to use except cases of Downtime Exclusions. Downtime is indicated by the HTTP ‘503 Service Unavailable’ server error response code.
Downtime Exclusions: Downtime does not include cases of unavailability of the Platform and/or Nodes that results from:
- a) any scheduled or emergency maintenance;
- b) factors beyond GetBlock’s reasonable control including but not limited to force majeure events, virus and hackers attacks, Internet access or related problems of third-party service providers;
- c) any actions or inactions of the User or any third party;
- d) User’s infrastructure, equipment, software or other technology and/or third party equipment, software or other technology or User’s use of the Platform and/or Nodes in a manner inconsistent with the Documentation;
- e) any termination or suspension of the User’s right to use the Platform in accordance with the Terms of Service.
Incident: any case other than Downtime that affects the functionality of the Platform and/or Nodes. Incidents may include issues indicated by the HTTP server error response codes including but not limited to ‘400 Bad Request’, ‘404 Not Found’, ‘504 Gateway Timeout’ etc.
Service Levels: the service level responses and response times referred to in section 4.
Service Credit: the User’s sole and exclusive remedy for any violation of this SLA.
Uptime: the time when the Platform and/or Nodes are fully available at the level of Availability set out hereof.
2. Getblock commitment and support services
2.1. GetBlock shall provide the following levels of Availability for the following categories of Nodes:
Metrics
SharedNodes
DedicatedNodes
Dedicated nodes withthe load-balancer
Availability
99%
99.9%
99.99%
2.2. Scope of Support Services for all categories of Nodes:
Support Hours
Seven days a week, 24 hours a day
Support Services
(i) restore functionality of the Platform and/or Nodes after Downtime; and
(ii) mitigate Incidents and any other cases
(iii) maintain and correct the Availability of the Platform and/or Nodes
Method of Support Services
Off-site
2.3. Scope of Support Channels:
SharedNodes
DedicatedNodes
Dedicated nodes withthe load-balancer
Contact Form
Website Widget
Telegram Bot
Discord channel
Contact Form
Website Widget
Telegram Bot
Discord channel
Dedicated channels
Contact Form
Website Widget
Telegram Bot
Discord channel
Dedicated channels
3. Support request
3.1. The User may request Support Services by way of a request which shall include a description of the case, and, where relevant, the start time of the case.
3.2. The User shall provide GetBlock with:
- a) prompt notice of any cases which they becomes aware of; and
- b) such output and other data, documents, information, assistance and remote access to the User’s service, as are reasonably necessary to assist GetBlock to mitigate the relevant case and to respond to the relevant request.
4. Service levels
4.1. For all categories of Nodes, GetBlock shall:
- a) prioritise all support requests based on its reasonable assessment of the severity level of the case reported;
- b) respond to all support requests in accordance with the responses and response times specified in the table set out below:
Service Level response
Shared Nodes
Dedicated Nodes
Downtime cases
Level 1 Response:
Acknowledgment of receipt of a support request.
<20 minutes
<20 minutes
Level 2 Response:
GetBlock shall notify the User about estimated time of arrival (ETA) of the solution
<6 hours
<1 hour
Any other cases
Any other errors that affect the operations of the User’s business or marketability of its service or product
Level 1 Response:
Acknowledgment of receipt of a support request.
<20 minutes
<20 minutes
Level 2 Response:
GetBlock shall notify the User about estimated time of arrival (ETA) of the solution
<24 hours
<3 hours
Minor errors
Any errors relating to the User’s account, authorisation, statistics and any other errors while Nodes are working properly.
Level 1 Response:
Acknowledgment of receipt of a support request.
<20 minutes
<20 minutes
Level 2 Response:
GetBlock shall
1) notify the User about the cause of the case and the solution ETA that allows the User to continue to use, OR
2) provide a solution to the error.
<24 hours
<24 hours
4.2. The parties may, on a case-by-case basis, agree to a reasonable extension of the Service Level response times.
4.3. GetBlock shall give the User regular updates of the nature and status of its efforts to correct or, where relevant, mitigate any case.
5. Service credits
5.1. In the event GetBlock does not meet this SLA, the User will be entitled to receive Service Credit. Service Credit is only available for the particular Node protocol for which the availability is not met.
5.2. Shared Nodes: in the event GetBlock does not meet this level of Availability of Shared Nodes, the User will be entitled to a discount in the amount of 20 (twenty) % of the paid amount. The Discount shall be provided either as the relevant number of the Shared Nodes requests or as a monetary discount on the next purchase.
5.3. Dedicated Nodes: in the event GetBlock does not meet this level of Availability of Dedicated Nodes, the User will be entitled to extend the term of Nodes for the period of Downtime. To calculate the extension, any period of Downtime per day is rounded up to one (1) full day.
Shared Nodes request packages
Shared nodes -Unlimited Plan
DedicatedNodes
20 % of the paid amount in the form of the number of the Shared Nodes requests accordingly
20 % discount for the next purchase
Extension of the term for the period of Downtime
SLA History
SLA Page (27.04.2021)Update: 6 July 2023
Questions?
If you have questions about this SLA or GetBlock, please don’t hesitate to contact us:
