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Service Quality Standard

  1. Introduction

    These guidelines are drafted by Tech Castle OÜ (“NOWNodes”), duly organized under the laws of Estonia (hereinafter referred to as “We”, “Company”, “NOWNodes”) only for information purposes and contain underlying provisions of the service level we aiming to pursue.

    1. Service description

      2. NOWNodes is a blockchain-as-a-service solution that lets users get access to full nodes and explorers via API. The service provides a high-quality infrastructure that is quick, cost-effective, and reliable.

      The service provides access to over 60 most popular blockchain networks, and 1000+ coins and tokens.

  2. Definitions

    These guidelines are drafted by Tech Castle OÜ (“NOWNodes”), duly organized under the laws of Estonia (hereinafter referred to as “We”, “Company”, “NOWNodes”) only for information purposes and contain underlying provisions of the service level we aiming to pursue.

    Agreed Service Time (AST)

    Indicates the agreed working time of the service, at which the service should function normally.

    Availability (%)

    A ratio calculated each period that the Service is available to the User/Partner. Defined by the formula: ((AST over a period - Downtime over a period) / AST) × 100%.

    For example, with a total downtime of 21 minutes per month, the availability ratio is = (30 × 24 × 60 – 21) / (30 × 24 × 60)) × 100 = 99.95%.

    Downtime

    The sum of downtime over a period, except for downtime caused by the following reasons:

    • Scheduled maintenance.
    • The negative activity of the User/Partner, which led to a negative impact on the components of the Service (spam, spoofing, violation of the Terms of Use, etc.).
    • Other uncontrolled events classified as force majeure.

    Success Rate

    A number of successful requests to a node
    in relation to all requests.

  3. Service Level
    1. General Information
      2. Agreed Service Time (AST)

      24/7

      Agreed Service Support Time (ASST)

      24/7

      Support Response Time

      24 hours for the free tariff plan

      2-3 hours for the standard tariff plan

      API Response Time

      1 sec

      API Uptime

      99,95%

      Success Rate

      99%

      Nodes Update1

      Availability of the latest blockchain version

      API key Generation Time

      Few minutes - 1 workday

      Backup Service

      Providing a reserve node within 10 minutes

      Accident warning time2

      10 minutes from the moment of the accident

      • When node updates are required, we make sure to apply them the moment
        an update is released.
      • Alert notifications about API errors tracking, long response time warning, node falls.
    2. Monitoring and Alerting

      3. Your node is monitored throughout its lifecycle with our comprehensive tooling. Core machine-level metrics — CPU load, available disk space, memory — are monitored in real-time, with alerting thresholds set so the platform can automatically notify our tech-team about any potential errors before they may occur. However, nodes themselves present additional key measures that must be watched — peer counts, block height, transaction pools, etc. Our experience allows us to monitor, repair, and replace nodes where protocol-level errors may occur.

    3. Service Scope

      4. The following Services are covered by this Agreement:

      • Access via either JSON-RPC or REST protocols to a list of full nodes and explorer (depending on the standard node settings)
      • specified at https://bit.ly/2LiaCw0

      • Access to user statistics upon requests:

        • Managing user’s API keys;
        • Charging information;

        • Viewing request statistics:

          • Number of requests;

      A number of successful and unsuccessful requests to nodes and explorers.

    4. Force majeure circumstances

      5. Force majeure — extraordinary event or circumstance beyond the control of the parties, prevents one or both parties from fulfilling their obligations under the SQS.

      The occurrence of force majeure circumstances extends the terms of the fulfillment of the SQS proportionate to the duration of their influence.

      Force majeure examples:

      • 51% attack
      • confirmation of blockchain network problems by the developers

    5. Private Policy

      6. NOWNodes:

      • Does NOT create private keys.
      • Does NOT sign transactions (because transactions are signed with a private key, which NOWNodes does not create).
      • Does NOT have access to client money.
      • Is NOT responsible for the API traffic growth issued due to its loss by the CUSTOMER.

  4. Limitation of liability

    Notwithstanding the foregoing, you expressly understand and agree that your use of our service is at your sole risk and that the services are provided "as is" and "as available" without warranties of any kind either express or implied. The details specified in this document are only for information purposes.

    NOWNodes does not represent or warrant to you that: (a) your use of the services will meet your requirements and expectations, including any requirements and expectations with regard to service level (b) your use of the services will be uninterrupted, timely, secure or free from error, (c) data provided will be accurate or (d) any content made available to you is free of viruses or other harmful components.

    You understand and agree that nownodes shall not be liable to you for any indirect, incidental, special consequential or exemplary damages which may be incurred by you, however, caused and under any theory of liability, including, but not limited to, any loss of profit (whether incurred directly or indirectly), any loss of goodwill or business reputation, any loss of data suffered cost of procurement of substitute goods or services, or other intangible loss, even if nownodes has been advised of the possibility of such damages.

    In no event the aggregate liability of NOWNodes to you for all claims arising out of or relating to the use of or any inability to use any portion of the services or otherwise, whether in contract, tort, or otherwise, shall exceed 500 eur.

  5. Miscellaneous

    1. Nothing in these guidelines shall be construed as creating a joint venture, an agency relationship, or a legal partnership
    2. This document is governed and shall be construed in accordance with the laws of Estonia
    3. NOWNodes may either cease to provide any guidelines on service level or revise these guidelines at any time and without notice to you or third parties. To review the new version of the guidelines you may follow the link