Last updated: 20 May 2026
Thank you for using the websites, applications and services offered by Vesting Labs Ltd relating to the TokenOps Platform ( “Provider”, “we”, “us”, “our”). We provide certain token vesting, cap management, information technology software and other services that may be made available by Provider from time to time through our websites, digital platforms, mobile applications and other applications and any related software, as well as improvements, updates, enhancements, error corrections, bug fixes, release notes, upgrades and changes thereto, that are referred to collectively herein as the “Services”. These User Terms of Service (this "Agreement") govern use of our websites (e.g., tokenops.xyz) and third-party digital properties on which we have a presence or maintain a community (e.g., social media sites.) (each, a “Site”) by visitors (“Site Visitors”) and access to and use of the Services by customers who have onboarded with us (“Customer”).
This Agreement refers to the following additional terms which also apply to your use of the Sites and Services:
Our Privacy Notice https://tokenops.xyz/privacy-notice which explains how we collect, use and store your personal data
Our Cookie Notice https://tokenops.xyz/cookie-notice which sets out information about the cookies and tracking technology we use on the Sites and in the Services.
Our Data Processing Addendum at https://tokenops.xyz/dpa which confirms our obligations to the extent we process any personal data under this Agreement.
PLEASE REVIEW THE TERMS OF THIS AGREEMENT CAREFULLY, BY READING THROUGH TO THE END. BY CLICKING ON THE ACCEPT BUTTON AT THE BOTTOM YOU AGREE TO THE TERMS OF THIS AGREEMENT AND THAT THESE TERMS ARE A LEGALLY BINDING CONTRACT BETWEEN YOU AND US. THE TERMS OF THIS AGREEMENT INCLUDE, IN PARTICULAR, INDEMNITIES AT SECTION 10 AND LIMITATIONS ON LIABILITY IN SECTION 11.
IF YOU DO NOT AGREE TO BE BOUND TO THE TERMS OF THIS AGREEMENT OR TO ANY PROVISIONS HEREIN OR REFERENCED HEREIN, YOU MUST CLICK ON DECLINE AND MAY NOT ACCESS ANY OF OUR SITES OR SERVICES.
You acknowledge that you are able to electronically receive, download, and print the terms of this Agreement, and that you consent to do business electronically. You should print off a copy of this Agreement for future reference.
Service Description
The Provider shall provide the Customer with a limited, non-exclusive, non-transferable and revocable right to access and use the Services, solely for the Customer’s internal business purposes and subject to the terms of this Agreement. The Provider shall use commercially reasonable efforts to make the Service available and to perform its obligations in compliance with applicable laws.
Unless expressly agreed in writing, the Provider shall bear no obligation to perform or verify participant eligibility, sanctions screening, or similar compliance checks. Where the Customer instructs the Provider to implement screening or compliance tools, including without limitation wallet sanctions screening, KYC verification integrations, geo-blocking mechanisms, or other eligibility verification tools, the Provider shall integrate such tools on a commercially reasonable efforts basis in accordance with the Customer’s instructions. The Provider shall not be responsible for the accuracy, completeness, or reliability of third-party screening data but shall remain responsible for implementing the integration in accordance with the agreed technical specifications.
We may update and change the Sites and our Services from time to time to reflect changes to our products, our customers’ needs, our business priorities and pricing. We will try to give you reasonable notice of any major changes, as described in Section 18.
Certain Sites may provide options to engage with us and/or other customers, including through live and asynchronous messaging features and to take other actions enabled by the applicable Site (as defined herein) (collectively, “Communities”). When interacting with or within Communities, you must act in a manner to foster a healthy, respectful, and inclusive Community experience for all members of the Community. Although Provider prefers that Community members consistently moderate their own behaviour in accordance with the highest ethical and professional standards, Provider reserves the absolute right in its sole discretion to modify or remove posts or chats that violate this Agreement or any guidelines made available to you in the applicable Community or Site resources, or to suspend or permanently disable accounts, or direct the third-party Site owner or operator to do the same.
The following illustrative list of Community guidelines may be supplemented or modified by Provider with respect to a specific Site or Community, but provides a framework for conducting yourself appropriately within our Communities. Thank you for contributing to the health and safety of our Communities and making them a valuable professional resource.
Be your authentic self and do not impersonate others or mislead others about your affiliations, place of work, or credentials.
Be mindful of the personal data or company data you provide and do not misuse the personal data, company data or content provided by other Community members.
Do not re-post private communications or private information of others.
Keep disagreements amicable and do not make threats or post violent or threatening communications.
Posts with the intent to market or sell a product or service, or to drive people to a form or a website, whether competitive or unrelated to the Services, will be removed.
AI usage should be limited to revising your original works, formatting, grammar checks, spelling, etc. Your contributions should be your contributions. If you post contributions substantially or completely AI-generated you must indicate the same or attribute your contribution as such.
Term and Termination:
This Agreement shall commence on the date that you sign up to the Services (“Effective Date”) and shall continue for an initial term of one (1) year (the "Initial Term"), unless earlier terminated in accordance with this Agreement. Thereafter, the Agreement shall automatically renew for successive one (1) year renewal periods (each, a "Renewal Term" and together with the Initial Term, the "Term"), unless either Party provides the other with no less than sixty (60) calendar days’ prior written notice of its intention not to renew before the end of the then-current Term.
Notwithstanding the foregoing, either Party may, at its sole discretion, terminate this Agreement for convenience by giving the other Party not less than thirty (30) calendar days’ written notice. In all cases, the Customer shall remain responsible for payment of all Fees (as defined below) due and payable up to the effective date of termination.
Fees and payment terms:
In consideration for the Service, the Customer shall pay the Provider the fees set out in Exhibit A (the "Fees"). Unless expressly stated otherwise in Exhibit A, all Fees shall be non-refundable. The Provider reserves the right to modify the Fees or applicable pricing structure upon thirty (30) calendar days’ prior written notice, such adjustments taking effect at the beginning of the next Renewal Term. Unless the Customer notifies the Provider of its intention not to renew the Agreement in accordance with the Section 2 above, the renewal shall constitute acceptance of the revised Fees.
The Customer is under no obligation to make use of the Service, and the Provider shall not require any minimum usage or upfront annual payment. Fees shall accrue solely to the extent the Customer actually uses the Service.
All invoices are payable within thirty (30) calendar days of the invoice date. Any amount not paid when due shall accrue interest automatically and without notice at the rate of one percent (1%) per month. The Provider may, in addition to any other rights or remedies available under this Agreement or at law, suspend or limit access to the Service (upon reasonable prior written notice to the Customer) until all outstanding amounts are received in full.
All Fees are exclusive of applicable taxes (including any value added tax chargeable under the Value Added Tax Act 1994 or any similar replacement tax), which shall be borne and paid by the Customer. The Customer shall make all payments free of any deduction or set-off.
Intellectual Property:
The Provider retains and reserves all rights, title, and interest, including all intellectual property rights, in and to the Service, together with the underlying software, technology, documentation, designs, interfaces, and all improvements, enhancements, modifications, or derivative works thereof, which shall remain the exclusive property of the Provider at all times. Except for the limited license expressly granted under this Agreement, no rights, title, or licenses, whether express or implied, are granted to the Customer.
The Customer is granted a limited, non-exclusive, non-transferable, and non-sublicensable license to access and use the Service during the Term, solely for its internal business purposes and in accordance with this Agreement.
Customer Data:
All data uploaded to, generated through, or processed by the Service in connection with the Customer’s use of the Service, including participant data, wallet addresses, allocation data, eligibility determinations, and audit logs (the "Customer Data"), shall remain the exclusive property of the Customer. The Provider shall not acquire any right, title, or interest in the Customer Data other than the limited right to host, process, transmit, and store such data solely as necessary to provide and improve the Service or to comply with applicable legal or regulatory requirements.
The Provider shall use commercially reasonable efforts to make available to the Customer a functionality enabling the export of Customer Data in a machine-readable format during the Term. Upon termination or expiration of this Agreement, the Provider shall make the Customer Data available for download for a period of ninety (90) calendar days following the effective date of termination. After this period, the Provider may delete the Customer Data from its systems, except to the extent retention is required by applicable legal or regulatory requirements.
The Provider shall have no obligation to maintain, store, or deliver Customer Data beyond the ninety (90) calendar day retention period and shall not be liable for any loss, corruption, or deletion of Customer Data occurring after that period.
To the extent any personal data or personal information will be processed by Provider as a processor or service provider respectively under this Agreement, the terms and conditions of Provider’s Data Protection Addendum (as may be amended from time to time) found at https://tokenops.xyz/dpa shall apply.
Smart Contracts Control:
The Provider shall deploy any smart contract on Ethereum network as required for the performance of the Services, in accordance with the technical specifications agreed by the Parties. Unless expressly stated otherwise in writing, such smart contracts shall be designed as non-upgradeable following deployment.
Administrative control of the deployed smart contracts shall, where feasible, be transferred to the Customer upon completion of deployment. However, the Provider shall retain such limited administrative or technical rights as are necessary to ensure the continuity, security, operability, maintenance, or regulatory compliance of the Services, including the withdrawal or adjustment of any predefined protocol or service fees encoded within the contract logic.
The Provider makes no representation, warranty, or guarantee, whether express or implied, as to the performance, immutability, or security of any blockchain network, protocol, or third-party infrastructure on which any smart contract is deployed. The Customer acknowledges that such technologies are inherently decentralized, experimental, and outside the Provider’s control.
To the fullest extent permitted under applicable law, the Provider shall not be liable for any loss, damage, or claim arising from or in connection with (i) malfunction, vulnerability, or failure of any blockchain network or underlying protocol; (ii) unauthorized third-party access, attacks, or exploits; or (iii) the use, deployment, or execution of any smart contract, except in cases of gross negligence or wilful misconduct duly established in accordance with the applicable law.
Confidentiality:
If the Parties have entered into a separate mutual non-disclosure agreement (the "Separate MNDA"), the terms of the Separate MNDA shall prevail with respect to the treatment of confidential information. In the absence of such Separate MNDA, the provisions of this Clause 7 shall apply.
For the purposes of this Agreement, the "Confidential Information" means to all trade secrets or confidential or proprietary or other information, whether oral, written, computerized or otherwise owned or controlled by one Party (the "Disclosing Party"), which is revealed, directly or indirectly, to the other Party (the "Receiving Party") during the Term of this Agreement, regardless of the form in which it appears, all copies thereof (whether or not made in accordance with this Agreement) and the content, substance or effect of such information.
The Confidential Information includes but is not limited to:
any information in any form (including, but not limited to, computer programs, code, algorithms, names and expertise of employees and consultants, know-how, formulas, processes, ideas, inventions (whether patentable or not), schematics and other technical, business, financial and product development plans, forecasts, strategies and information), which to the extent previously, presently, or subsequently disclosed to the Receiving Party, whether written or oral;
terms of any agreement or arrangement between the Parties;
any and all information or material whether technical, scientific, commercial, operational, financial (financial statements, sales projections, market analyses, products types, products names, etc.) or otherwise provided by or on behalf of the Disclosing Party;
the client names and related projects of existing or prospective clients; this Agreement should however not prevent Parties from independently contacting and having business relationships with these clients;
any and all reports, interpretations, forecasts, analyses, compilations, studies or other documents communicated or otherwise provided by the Disclosing Party; and
any information concerning the relationship of the Parties, or identity of the Disclosing Party as contracting entity with the Receiving Party;
Any and all information related to the subject matter of this Agreement that was delivered to the Receiving Party prior to execution of this Agreement shall be considered Confidential Information and shall be subject to the terms and conditions of this Agreement.
The Confidential Information shall remain property of the Disclosing Party and will be kept confidential, and shall not be disclosed, published or disseminated in any manner by the Receiving Party or by the Receiving Party's subsidiaries, affiliates, successors and heirs, employees, contractors, advisors or agents, in whole or in part, without the prior written consent of the Disclosing Party. Furthermore, the Confidential Information shall not be used by the Receiving Party, its subsidiaries, affiliates, successors, employees, contractors, advisors or agents, other than in connection with the Project. The Receiving Party hereto expressly agrees not to use the Confidential Information in any manner that is adverse or detrimental to the Disclosing Party.
The Receiving Party expressly agrees: (a) to hold the Disclosing Party's Confidential Information in confidence and to take all necessary precautions to protect such Confidential Information (including, without limitation, all precautions the Receiving Party employs with respect to its own confidential materials); (b) not to divulge any such Confidential Information or any information derived therefrom to any third person; (c) not to divulge to any third party or that services have been provided to each Party or their clients and partners or the nature of the services; (d) not to make any use whatsoever at any time of such Confidential Information except for the Project purposes ; and (e) to limit the use of and access to the Disclosing Party’s Confidential Information to the Receiving Party’s employees who need to know such Confidential Information for the Project purposes and shall cause such employees to comply with the obligations set forth herein.
This Agreement imposes no obligation upon the Receiving Party with respect to any Confidential Information disclosed under this Agreement which the Receiving Party can duly demonstrate: (a) was in the Receiving Party's lawful possession before receipt from the Disclosing Party; (b) is or becomes a matter of public knowledge through no fault or act of the Receiving Party; (c) is rightfully received by the Receiving Party from a third party without a duty of confidentiality to the Disclosing Party; (d) is independently developed by the Receiving Party, without the use of or reliance on, any Confidential Information, and which can be duly proved; (e) is disclosed under requirement of law to the lawful authority (provided that Disclosing Party is given prompt written notice thereof and is allowed to exhaust all reasonable legal remedies to maintain the confidentiality of the Confidential Information); or (f) is disclosed by the Receiving Party to a third party with the prior written consent of the Disclosing Party; or (g) is required to be disclosed by law, judicial order, any rules of court, an applicable tribunal or regulatory body or a governmental agency, the rules of any stock exchange or under any professional obligation or requirement (provided that, in these circumstances, the Receiving Party shall (i) inform the Disclosing Party of the requirement to disclose without undue delay; (ii) disclose only that portion of the Confidential Information which it is required to be disclosed; (iii) use reasonable endeavors to protect the confidentiality of such Confidential Information to the widest extent lawfully and technically possible in the circumstances; and (iv) use its best efforts to co-operate with the Disclosing Party if the Disclosing Party elects to contest or object such disclosure, to the extent permitted by applicable law).
The Receiving Party agrees to return or destroy the Confidential Information immediately upon the Disclosing Party's written request, together with any and all means or methods of reproducing, memorializing or summarizing the Confidential Information including, without limitation, copies, photographs, drawings, tapes, notes, computer disks, and magnetic media thereof.
Each Party shall exercise its best efforts to maintain in secrecy any and all Confidential Information which may be acquired by or disclosed to it and to comply with the requirements of this Agreement. The Receiving Party shall take reasonable security measures in line with its own security measures to keep the Confidential Information confidential but at least the same degree of care to the Confidential Information as it employs to prevent the disclosure, publication or dissemination of its own proprietary or confidential information of a similar nature which it does not wish to have disseminated, published or disclosed. The Receiving Party shall, if legally permissible, without undue delay, notify the Disclosing Party upon discovery of any unauthorized use or disclosure of the Confidential Information or any other breach of this Agreement, and will take reasonable steps to assist the Disclosing Party to regain possession of the Confidential Information or prevent its further unauthorized use.
8. Service Level:
The Parties agree to the service level commitments set out in Exhibit A (the "Service Levels"). The Provider shall use commercially reasonable efforts to meet or exceed the agreed Service Levels.
Failure by the Provider to meet the Service Levels shall not, in and of itself, constitute a breach of this Agreement or give rise to any right of termination or claim for damages, except as expressly provided herein. If the Provider fails to meet the agreed Service Levels for two (2) consecutive calendar months, the Customer shall notify the Provider in writing and allow a thirty (30) day cure period to restore performance. If the Provider does not remedy such failure within the cure period, the Customer may terminate this Agreement upon written notice.
Repeated material Service Level failures, duly documented and uncured after written notice and the expiration of the applicable cure period, may be deemed a material breach of this Agreement.
Warranty
The Parties agree to the service level commitments set out in Exhibit A (the "Service Levels"). The Provider shall use commercially reasonable efforts to meet or exceed the agreed Service Levels.
Failure by the Provider to meet the Service Levels shall not, in and of itself, constitute a breach of this Agreement or give rise to any right of termination or claim for damages, except as expressly provided herein. If the Provider fails to meet the agreed Service Levels for two (2) consecutive calendar months, the Customer shall notify the Provider in writing and allow a thirty (30) day cure period to restore performance. If the Provider does not remedy such failure within the cure period, the Customer may terminate this Agreement upon written notice.
Repeated material Service Level failures, duly documented and uncured after written notice and the expiration of the applicable cure period, may be deemed a material breach of this Agreement.
. Indemnification
The Provider agrees to indemnify, defend, and hold harmless the Customer from and against any direct damages (including reasonable legal fees) finally awarded by a court of competent jurisdiction in a final, non-appealable judgment, and only to the extent such damages arise directly from the following:
the Provider’s breach of this Agreement;
a finding that the Service, as made available by the Provider, infringes or misappropriates any valid and enforceable third-party intellectual property right; or
the gross negligence or wilful misconduct of the Provider.
The Provider shall have no obligation to indemnify the Customer to the extent that any claim arises from (i) the Customer’s misuse of the Service or use inconsistent with this Agreement or the Documentation; (ii) any modification or combination of the Service not performed or authorized in writing by the Provider; or (iii) compliance by the Provider with the Customer’s written instructions.
The Customer shall promptly notify the Provider in writing of any claim for which indemnification is sought and shall provide the Provider with sole control over the defense and settlement of such claim, subject to the Provider acting reasonably. The Provider shall not enter into any settlement that imposes any liability or obligation on the Customer without the Customer’s prior written consent (not to be unreasonably withheld). The Customer shall reasonably cooperate, at the Provider’s expense, in the defense of such claims.
This Section states the Customer’s sole and exclusive remedy, and the Provider’s entire liability, with respect to any intellectual property infringement or third-party claim relating to the Service.
11. Limitation of Liability:
To the maximum extent permitted under applicable law, the Provider’s total cumulative liability arising out of or relating to this Agreement, whether in contract, tort, or otherwise, shall in no event exceed the total Fees paid by the Customer to the Provider under this Agreement during the six (6) month period immediately preceding the event giving rise to the claim.
In no event shall the Provider be liable for any indirect, consequential, incidental, special, punitive, or exemplary damages, including loss of revenue, profits, data, goodwill, or business opportunity, even if advised of the possibility of such damages.
Nothing in this Agreement shall exclude or limit either Party’s liability for breach of confidentiality, death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot lawfully be excluded under the applicable law.
Governing Law:
This Agreement is governed by, and shall be construed in accordance with the laws of England and Wales without its conflict of law provisions. All disagreements, conflicts or claims arising out of or in connection with the Agreement, its construction, performance or validity (each, a "Dispute") shall first be submitted to good-faith negotiations between the Parties. If the Parties fail to resolve the Dispute within twenty (20) business days from the date one Party notifies the other in writing of such Dispute, the matter shall be submitted to the exclusive jurisdiction of the courts of England and Wales.
Each Party irrevocably submits to the exclusive jurisdiction of the stated court for all purposes in connection with any Dispute, regardless of where the Services are performed or the domicile of the defendant. The Parties expressly agree that this clause shall apply in the event of summary or expedited proceedings, proceedings involving multiple parties, or appeals.
The Parties further waive, to the fullest extent permitted by applicable law, any objection to the venue or convenience of the forum.
Termination:
Either Party may terminate this Agreement by providing written notice to the other Party if the other Party commits a material breach of this Agreement and fails to cure such breach within ninety (90) calendar days after receiving written notice specifying the nature of the breach in reasonable detail.
For the avoidance of doubt, no termination shall be effective if the breaching Party has commenced good-faith efforts to cure the breach and continues such efforts diligently within the stated cure period, provided that the breach is capable of being remedied within a commercially reasonable time.
Termination under this Section shall not affect any rights or remedies accrued as at the date of termination.
Upon termination or expiration of this Agreement for any reason:
all rights and licenses granted to the Customer hereunder shall immediately cease;
any Fees due and payable to the Provider up to the effective date of termination shall become immediately due; and
the Customer shall promptly cease all use of the Service and, upon request, delete or destroy any Provider Confidential Information in its possession.
Termination or expiration shall not affect any rights or obligations of either Party that, by their nature, are intended to survive, including without limitation clauses relating to the Customer’s right to export Customer Data in accordance with clause 5, confidentiality, intellectual property, limitation of liability, and payment obligations accrued prior to termination.
Entire Agreement:
This Agreement, together with its Exhibits and any documents expressly incorporated herein by reference, constitutes the entire agreement and understanding between the Parties with respect to its subject matter and supersedes all prior or contemporaneous discussions, proposals, negotiations, representations, warranties, communications, and agreements, whether oral or written, relating thereto.
Each Party acknowledges that in entering into this Agreement it has not relied on, and shall have no remedy in respect of, any statement, representation, assurance, or warranty not expressly set out herein, except in the case of fraud or fraudulent misrepresentation.
No person other than a Party to this Agreement shall have any rights to enforce any term of this Agreement under the Contracts (Rights of Third Parties) Act 1999.
Severability
This Agreement, together with its Exhibits and any documents expressly incorporated herein by reference, constitutes the entire agreement and understanding between the Parties with respect to its subject matter and supersedes all prior or contemporaneous discussions, proposals, negotiations, representations, warranties, communications, and agreements, whether oral or written, relating thereto.
Each Party acknowledges that in entering into this Agreement it has not relied on, and shall have no remedy in respect of, any statement, representation, assurance, or warranty not expressly set out herein, except in the case of fraud or fraudulent misrepresentation.
No person other than a Party to this Agreement shall have any rights to enforce any term of this Agreement under the Contracts (Rights of Third Parties) Act 1999.
16. No Partnership or Agency:
The Parties are independent contractors, and nothing in this Agreement shall be construed as creating, constituting or evidencing a partnership, joint venture, agency relationship or employment relationship between the Parties.
Neither Party has any authority (and shall not hold itself out as having authority) to act as agent for, or on behalf of, the other Party, to bind the other Party, or to make any representations, warranties or commitments on the other Party's behalf.
Except as expressly provided otherwise in this Agreement, no Party shall be liable for the acts, omissions, debts, liabilities, obligations or losses of the other Party.
Assignment
The Customer shall not assign, transfer, or novate this Agreement, in whole or in part, without the prior written consent of the Provider, which shall not be unreasonably withheld or delayed. Any attempted assignment or novation in breach of this Clause shall be null and void.
Notwithstanding the foregoing, the Customer may, upon prior written notice to the Provider, assign or novate this Agreement to one of its affiliates (including any foundation, issuer, or related entity within its group), provided that (i) such affiliate is not a competitor of the Provider, and (ii) the assigning entity remains jointly and severally liable for all obligations accrued prior to the effective date of the assignment or novation, unless the Provider expressly agrees in writing to release it.
The Provider may assign or transfer this Agreement, in whole or in part, to any of its affiliates or in connection with a merger, acquisition, corporate reorganization, or sale of assets, without the Customer’s consent, upon written notice to the Customer.
This Agreement shall be binding upon and inure to the benefit of the Parties and their respective successors and permitted assigns.
18. Communications between us:
We may update the terms of this Agreement or our fees or Services functionality at any time on notice to you in accordance with this Section 18; where the change materially affects the functionality of the Services or the terms on which you use them, or introduces new ways of processing your personal data (“Material Changes”), we will give you not less than thirty (30) days’ prior notice of the change. Except in the case of Material Changes, your continued use of the Sites or Services following the deemed receipt and service of the notice set out below shall constitute your acceptance to the terms of this Agreement, as varied. If you do not wish to accept the terms of the Agreement (as varied) you must immediately stop using and accessing the Sites and Services on the deemed receipt and service of the notice. In relation to Material Changes, if you do not agree to the Material Change, you have the right to terminate this Agreement without penalty, with effect from the end of the thirty (30) day notice period (or earlier if you require). We refer you to the notice provision at paragraph 18(b) below.
If we have to contact you, we will do so by email or using the communication preferences you provided at the time of onboarding or subsequently, or via notification through the Services.
You note that any notice:
(a)given by us to you will be deemed received and properly served 24 hours after it is first posted on our website or 24 hours after an email or other electronic communication is sent via your preferred method or notification through the Services; and
(b)given by you to us will be deemed received and properly served 24 hours after an email is sent or other electronic communication is sent via your preferred method.
In proving the service of any notice, it will be sufficient to prove, in the case of posting on our website, that the website was generally accessible to the public for a period of 24 hours after the first posting of the notice; and, in the case of an email or other electronic communication, that such email (communication) was sent to the email address (communication address) of the recipient given for these purposes.
How we may use your personal information:
Under data protection and privacy legislation, we are required to provide you with certain information about who we are, how we process the personal data of those individuals who use the Sites and Services and for what purposes and individuals' rights in relation to their personal data and how to exercise them. This information is provided in https://tokenops.xyz/privacy-notice and it is important that you read that information.
In addition, some cookies we use are essential to the operation of the Sites and Services. Others are non-essential but we may use the information we generate through these cookies and tracking technologies to improve the Services and inform our product development. You can read about our use of cookies and your rights in https://tokenops.xyz/cookie-notice.
Exhibit A
Service Levels Agreement
Response Time:
Critical bug reports or support issues: We will acknowledge your request within 24 hours and initiate the investigation.
Non-critical issues, product usage help, and general support inquiries: We will acknowledge your request within 48 hours and initiate the investigation.
We operate during regular business hours from 9:00am to 6:00pm Central Europe Time (CET). If you reach out to us outside of these hours, we will promptly respond to your inquiry within the next 1-2 business days.
Performance Metrics Objectives:
Response time: 90% of API requests should return within 500 milliseconds, excluding decryption latency
Availability: 99% uptime, excluding scheduled maintenance windows
Data Freshness: data staleness should be kept under 6h
Error Rates: Maintain an error rate below 1% of total requests
Resolution Time:
Critical bug reports or support issues: Our goal is to provide a resolution within 2-5 business days, depending on the complexity and severity of the case that may further extend the timeline. Our team will keep you informed throughout the process and work diligently to resolve the matter as quickly as possible.
Non-critical issues, product usage help, and general support inquiries: Our goal is to provide a resolution within 5-15 business days, addressing requests in the order they are received.
To ensure timely resolution, particularly for upcoming token payouts and deadlines, we recommend requesting assistance at least 3-15 business days in advance of any deadlines. This allows sufficient time to address any setup or token delivery operational issues. Please note that requests made without advance notice cannot be guaranteed an immediate resolution.
New feature requests or product improvements: We love to hear about how we can improve our product! However, please be aware that we require a 2-4 weeks in advance of when you intend to use a new feature. Prioritisation will naturally depend on the complexity of the request and relative importance of the request to our full customer base. While we are strongly oriented to delivering what our customers need, we cannot guarantee that a feature request will be fulfilled.
To streamline communication and provide you with a seamless support experience, please utilise our support email at gm@tokenops.xyz or the private instant messaging channel set-up between Vesting Labs (TokenOps) and your company (e.g., Telegram group) for any inquiries or requests. This will help us track and prioritise your needs accordingly.
We're thankful to have you as a customer and look forward to helping you and your team!
