Welcome! We’re tackling non-trivial problems for the blockchain sector!  We offer various products and services to our customers. This Service Level Agreement (“SLA”) provides our service level commitment to you since we value and appreciate your business.  This SLA governs the use of our Thresh0ld Service, a digital asset management platform, provided under the Terms of Service between you and us and is incorporated into those Terms by reference. In the event of a conflict between the Terms of Service and this SLA, this SLA governs and applies, but only to the extent of such conflict. This SLA may be updated, amended, modified or supplemented from time to time.

 

1. Application

This SLA does not apply to any unavailability, disruption, suspension, downtime, errors, malfunction, failure, poor performance or termination of the service due to:

(a) Maintenance activities or outages (whether planned, announced or at your request), activation of configurations, backups or other activities which require the service to be temporarily taken offline; 

(b) Problems with your equipment, software, network connection, cloud service or technology and/or third party equipment, software, network connection, cloud service or technology not directly controlled by us,

(c) The underlying digital asset network, including but not limited to, digital asset network failure, low transaction speed caused by network congestion, vulnerabilities, law enforcement policies or unanticipated changes to the blockchain protocol. Unavailability of the service due to suspension or termination of service,

(d) Other events beyond our control, including but not limited to natural disasters, denial of service attacks, power or internet failures, acts of government, strikes, civil disobedience, change of law or license requirements, governmental requirements, force majeure events,

(e) Scripts, data, applications, equipment, infrastructure, software, penetration testing, performance testing, or monitoring agents directed or provided or performed by you or on your behalf; 

(f) Your unavailability/slow response time when required for source identification/resolution or your breach of any our terms of service or due to your instructions, requests or directions to us;

(g) Any shut down or interruption of the service due to events we reasonably believe to be a significant threat to the normal operation of the service including but not limited to a malicious attack by a hacker or virus; 

 

2. Customer Support

2.1 You can report any interruption, breakdown or problems in the Service we provide to you by using the following methods:

(a)  By email to support@Thresh0ld.com and;

(b)  By contacting your relationship manager on telegram or whatsapp.

2.2 Our support team is available to you and we will respond as quickly as possible. You can contact us at any time. Support Availability is as follows:

  • Support: 10:00 A.M. to 6:00 P.M. Monday – Friday (CET).
  • Messages received outside of office hours will be collected, however no action can be guaranteed until the next working day.

 

3. Availability

3.1 We will use all reasonable endeavors to ensure that its Service has an uptime availability of 99.5%.  We shall do all that is possible to ensure that downtime is rare. 

3.2 We shall use its reasonable endeavors to conduct maintenance with minimal adverse impact on the business of its customers. Commercially reasonable efforts will be made to notify you in advance of any scheduled maintenance.  We may need to perform emergency maintenance and will not be able to provide customers with advanced notice in that case. In case of unplanned and/or emergency maintenance, we shall provide as much advance notice as is reasonably practicable.

 

4. Service Credit

4.1 If 99.5% uptime availability is not met, you will be eligible to receive credit as described below:

Monthly Uptime Percentage

Service Credit

  • higher than 99.0%

10%

  • lower than 99.0%

25%

4.2 To receive Service Credit, you must submit a claim to us via support@thresh0ld.com within 30 days after the incident occurred.  You must include: 

(a) the words “Service Credit Request” in the subject line;

(b) the dates and times of the stated error/unavailability incident that you are claiming; 

(c) the affected account; 

(d) logs or screenshot of the error screen;

4.3 Provided sufficient information is provided, we will apply service credit in the following billing cycle after confirmation by us. Your failure to provide the required information within the above stated time will disqualify it from receiving the compensation credit.  Service credits may not be transferred or applied to any other account. Your sole and exclusive remedy for any unavailability, non-performance, or other failure by us to provide the services is the receipt of service credit (if eligible) in accordance with the terms of this SLA, and will you will have no other remedy.

 

Date: 26 March 2020