This Support Addendum ("Addendum") sets out the support services and service levels applicable to the Services. This Addendum supplements and forms part of the Superbridge Customer Agreement ("Customer Agreement") between Blob Engineering Pte. Ltd. ("Superbridge") and Client. Capitalized terms used but not defined in this Addendum have the meanings given in the Customer Agreement. In the event of a conflict between this Addendum and the Customer Agreement with respect to support services, this Addendum controls. Where this Addendum is incorporated as a Supplier Term under a reseller agreement, references to ‘Services’ include the ‘Offerings’ as defined in the applicable reseller agreement, references to 'Client' include a customer procuring the Services through an Authorised Reseller, and the definitions of 'Authorised Reseller', 'Resold Services', 'Servicer' and 'Reseller Agreement' in Section 1 of the Customer Agreement apply.
1. ADDITIONAL DEFINITIONS
- "Business Day" means any day other than a Saturday, Sunday or public holiday in Melbourne (Victoria, Australia) or Frankfurt (Hesse, Germany), as applicable to the relevant support location.
- "Critical Support Address" means [email protected], or such other address as Superbridge may notify Client from time to time.
- "Qualified Report" means a report submitted to the Critical Support Address that identifies the Client, the affected Services, a description of the issue, and the severity level claimed by Client.
- "Response" means a substantive reply by qualified Superbridge personnel to a Qualified Report (which may include a request for further information reasonably required to progress the issue). An automated acknowledgment does not constitute a Response.
- "Support Channels" means (a) the Critical Support Address; (b) the shared messaging channel (Telegram or Slack) established between Superbridge and Client during onboarding; and (c) [email protected].
- "Support Hours" means 08:00–18:00 (Melbourne time) and 08:00–18:00 (Frankfurt time) on Business Days in the respective location.
- "Support Tier" means Standard Support or Priority Support, as specified in the applicable Order Form. If the Order Form does not specify a Support Tier, Standard Support applies.
2. SCOPE OF SUPPORT
2.1 Superbridge will provide support to Client for the Services at the Support Tier specified in the Order Form. All subscription tiers (including Native and Pro) receive Standard Support on identical terms; Priority Support may be added to any subscription for the fee specified in the Order Form.
2.2 Superbridge's support obligations under this Addendum are owed to Client only. Superbridge may, in its sole discretion, provide voluntary, best-efforts assistance directly to End Users (including through help resources linked from a Bridge Interface). Any such assistance does not create any obligation, warranty, or service level owed to any End User or to Client in respect of End Users, may be modified or discontinued at any time, and no Response times under this Addendum apply to it. Client must not represent to End Users that they are entitled to support from Superbridge.
2.3 During onboarding the parties will establish the shared messaging channel referred to in the definition of Support Channels. Client will maintain this channel and keep at least one technical contact reachable through it throughout the Subscription Term.
3. SEVERITY LEVELS
Severity 1 (Critical): The production Services are unavailable, or a defect in the Services is causing or imminently risks causing loss of End User funds, and no workaround is available.
Severity 2 (High): Material degradation of the production Services; core functionality of a Bridge Interface impaired for a significant portion of End Users; a workaround may exist but is not reasonably sustainable.
Severity 3 (Medium): Partial, non-critical loss of functionality; a reasonable workaround exists; limited impact on End Users.
Severity 4 (Low): Minor issues, cosmetic defects, general questions, configuration assistance, and feature requests.
Superbridge may reclassify the severity of any report following triage, acting reasonably, and will notify Client of any reclassification. Response times apply to the severity as reclassified.
4. SUBMITTING SUPPORT REQUESTS
4.1 Severity 1 and Severity 2 issues must be submitted as a Qualified Report to the Critical Support Address. Response time obligations for Severity 1 and 2 commence on receipt of a Qualified Report at the Critical Support Address. A Qualified Report may be submitted by Client, or by an Authorised Reseller or Servicer on Client's behalf.
4.2 Superbridge will send an automated acknowledgment of each Qualified Report within 15 minutes of receipt. If Client does not receive an automated acknowledgment within 15 minutes, Client should follow up via the shared messaging channel established under Section 2.3. Failure to receive an automated acknowledgment does not suspend or extend Superbridge’s Response time obligations.
4.3 Reports submitted through other Support Channels are handled on a best-efforts basis. Superbridge may, at its discretion, treat a report received through any Support Channel as a Qualified Report, in which case response obligations commence when Superbridge notifies Client it has done so.
4.4 Severity 3 and 4 issues may be submitted through any Support Channel.
5. RESPONSE TIMES
STANDARD SUPPORT (included with all subscriptions)
- Severity 1: Response within 2 Support Hours; outside Support Hours, best efforts and in any event within 2 hours of the start of the next Support Hours window.
- Severity 2: Response within 4 Support Hours.
- Severity 3: Response within 2 Business Days.
- Severity 4: Response within 3 Business Days.
PRIORITY SUPPORT (for the additional fee specified in the Order Form)
- Severity 1: Response within 1 Support Hour during Support Hours; and within 2 hours at all other times (24×7).
- Severity 2: Response within 2 Support Hours.
- Severity 3: Response within 1 Business Day.
- Severity 4: Response within 2 Business Days.
6. RESOLUTION
Superbridge will use best efforts during Support Hours (and, for Severity 1 issues under Priority Support, on a 24×7 basis) to resolve or mitigate Severity 1 and Severity 2 issues, including where practicable by providing a workaround. Resolution times are targets only and are not guaranteed.
7. CLIENT RESPONSIBILITIES
7.1 Client will keep its contact details current and will respond to Superbridge communications regarding open Severity 1 and Severity 2 issues within four (4) hours for Severity 1 issues. A response by an Authorised Reseller or Servicer on Client's behalf satisfies this Section.
7.2 Where resolution requires action, information, or approvals from Client, the period during which Superbridge is awaiting them does not count toward any response or resolution measurement.
7.3 Responsibility for each Bridge Interface is allocated as set out in Section 5.4 of the Customer Agreement; nothing in this Addendum transfers to Superbridge any responsibility allocated to Client under that Section.
8. EXCLUSIONS
Superbridge's obligations under this Addendum do not apply to issues arising from: (a) scheduled maintenance notified in advance, or emergency maintenance; (b) the Protocol, or any blockchain network, sequencer, data availability layer, or their unavailability, congestion, forks, or reorganisations; (c) third-party bridge providers, DEX liquidity protocols, relayers, wallets, or other third-party products or services, or any third-party protocol deployments or configurations on or for Client’s chain (including interoperability or messaging deployments such as Hyperlane or LayerZero, and sequencer or data-availability arrangements); (d) the execution, confirmation, reversal, or failure of any on-chain transaction, including losses arising from smart contract behaviour, gas price volatility, mempool conditions, or blockchain reorganisations; (e) Client's or its End Users' acts, omissions, configurations, Bridge Interface content, or breach of the Customer Agreement; (f) use of the Services other than in accordance with the Documentation; (g) suspension of the Services permitted under the Customer Agreement; (h) events described in Section 17.6 (Force Majeure) of the Customer Agreement; or (i) any refusal or delay in public disclosure during an active security incident, where Superbridge determines that immediate disclosure would compromise incident response; Client will be notified as soon as reasonably practicable.
9. SERVICE CREDITS
9.1 If Superbridge fails to meet a Severity 1 or Severity 2 Response time, Client's sole and exclusive remedy is a service credit of 5% of the monthly Fees for the affected Services (and, in respect of Resold Services, one-twelfth of 5% of the annual list price for the affected Services as set out in the applicable Reseller Agreement, without regard to any reseller discount) per missed Response, up to a maximum of 20% of the monthly Fees in any calendar month. For the avoidance of doubt, Service Credits do not compensate for, and Superbridge has no liability under this Addendum for, any losses arising from the value, price movement, inaccessibility, or delayed settlement of any digital assets during any period of service disruption.
9.2 Credits must be claimed in writing within thirty (30) days of the relevant incident, are applied against future invoices (provided, however, that if there is no such next invoice due within sixty (60) days of validation, or if the applicable Order Form or Reseller Agreement has terminated or expired, Superbridge shall refund the credit amount to Client (or reseller, as applicable)) and do not accrue for issues excluded under Section 8 or periods described in Section 7.2. In the event of a dispute regarding whether a missed Response has occurred, the parties will attempt to resolve the dispute in good faith within ten (10) Business Days using objective evidence including logs from the Critical Support Address and Superbridge's monitoring systems. Where Services are provided to Client through an authorised reseller, credit claims may be submitted by the reseller on Client’s behalf or by Client directly; Superbridge will apply verified credits to the reseller’s account within thirty (30) days of a validated claim.
9.3 This Section 9 states Superbridge's entire liability, and Client's sole and exclusive remedy, for any failure to meet the service levels in this Addendum. For all purposes, service credits are subject to, and count toward, the aggregate liability cap in Section 10.2 of the Customer Agreement. Nothing in this Addendum increases Superbridge's liability beyond, or otherwise modifies, Section 10 of the Customer Agreement or Section 7 of the API Addendum.
10. CHANGES; GENERAL
10.1 Superbridge may update the operational tooling behind the Support Channels (including the systems receiving the Critical Support Address) without amending this Addendum, provided the commitments in Sections 3 to 9 are not reduced. Where Superbridge proposes any reduction to Support Hours, coverage windows, or Response time targets, Superbridge will give Client at least thirty (30) days' prior written notice before such change takes effect.
10.2 This Addendum is coterminous with the applicable Order Form and terminates with it. All governing law, dispute resolution, confidentiality, limitation of liability (except as modified herein), indemnification, and general provisions of the Customer Agreement apply to this Addendum. This Addendum does not apply during any free trial, beta, evaluation, or proof-of-concept period, or to any features or services designated as beta, preview, or experimental.