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Fireblocks Global Support

Effective Date: January 28, 2025

This describes the Fireblocks Global Support Services a client may subscribe to in an applicable Order Form . Your use of any of the Standard Package, Premium Package or Platinum Package is governed by the relevant terms outlined below and your existing master agreement with Fireblocks (the “Agreement”). Any terms not defined herein shall have the meaning ascribed to them in the Agreement.

The Standard Package is available to all clients who subscribe to Pro, Enterprise and Enterprise+ and comprises the General Support Services outlined in section 3 below. A client must subscribe to either the Premium or Platinum Support packages in an Order Form to be entitled to the additional privileges and features provided under either of the Premium or Platinum Packages.

1.1. General. Fireblocks will provide ongoing customer support to Client, which shall meet or exceed the response times set forth in the table below (the “Support SLA”). As part of those services, Client may, at any time, create a ticket via Fireblocks’ support portal (the “Support Ticket”). Fireblocks, in its sole and reasonable discretion, may create a dedicated communication channel when collaborating with Client on an ongoing basis.

1.2. Technical Issue Resolution. Fireblocks shall assign a priority level, respond to, and resolve any error in the Service which Fireblocks discovers itself, or is reported by Client, or which is otherwise brought to Fireblocks’ attention in accordance with the table below (the “Issue Resolution SLA”). Fireblocks monitors the Service and Support Tickets for “Critical” or “High” priority errors on a 24/7/365 basis. For the avoidance of doubt, this Issue Resolution SLA applies solely to the Fireblocks’ Service and does not apply to any third-party programs or integrations. For the Platinum package: the Target Resolution time is met when Fireblocks provides either a fix or a workaround.

1.3. Operational Support. Fireblocks will respond to customer support requests during its regular business hours in accordance with the below table:

Technical Issue (Based on Severity)
Severity LevelDescriptionResponseTarget Resolution (exclusive to Platinum support package)
CriticalCritical impact applies to a problem, issue, or error that substantially impacts the use of the Fireblocks software, causing loss of data and an inability to transfer assets.

This error will continue being classified as critical until a sufficient permanent fix or a workaround is implemented and becomes operational.		up to 30 minutes6 hours
HighHigh impact applies to a problem, issue, or error where the Fireblocks software still functions, but is significantly degraded, and no procedural workaround has been implemented and is operational.up to 2 hours24 business hours
MediumMedium impact applies to a problem, issue, or error that involves a partial, non-critical software impairment. In such a condition, the business continues to function, often by using a procedural workaround.up to 4 hours90 days
LowLow-impact issues refer to documentation errors or minor problems that do not significantly affect the system’s performance or functionality.up to 1 dayAs available
Question (applies to general usage questions)

Initial response up to 24 hours.

 

Operational Tasks (User, Policy and Workspace operations)
Initial ResponseTarget resolution
up to 48 hoursup to three business days (up to five business days for owner change requests), starting from the time all required information & client approval is provided

In addition to the Standard Support Services, the Premium Package includes:

  • Access to a designated senior-level support staff member with technical expertise related to the Services as Client’s designated point of contact for technical issues (‘Technical Account Manager’).
    • designated engineer will work out of the region chosen by the client (EMEA, AMERICAS or APAC)
  • Scheduled cadence calls to review and address open items, ensuring alignment on ongoing and outstanding support matters;
  • Quarterly reports detailing services rendered;
  • Access to root analysis reports for critical priority technical issues (as set forth in the table above);
  • Fireblocks providing support with respect to the Client’s configuration of its transaction authorization policy (the “TAP”) and providing assistance with up to twenty (20) Client TAP changes. Fireblocks will provide insights based on its expertise in the digital asset space, with the Client being ultimately responsible for deciding on the appropriate TAP, based on the Client’s unique circumstances and business needs.
  • Premium Support is provided remotely.

In addition to the Standard Support Services, the Platinum Package includes:

  • Access to a designated senior-level support staff member with technical expertise related to the Services as Client’s designated point of contact for technical issues (‘Technical Account Manager’).
    • designated engineer will work out of the region chosen by the client (EMEA, AMERICAS or APAC)
  • Scheduled cadence calls to review and address open items, ensuring alignment on ongoing and outstanding support matters;
  • Quarterly reports detailing services rendered;
  • Access to root cause analysis reports for critical priority technical issues (as set forth in the table above);
  • Unlimited change requests and advisory of the transaction authorization policy performed by Fireblocks;
  • Access to a 24/7/365 priority support phone hotline exclusively available to Platinum Support clients; and
  • Consultation Hours:
    • Platinum Support clients are entitled to up to eighty (80) annual consultation hours by a Technical Account Manager (each a “Consultation Hour”).
    • Content. Consultation Hours may be used for: (1) providing planned maintenance windows, (2) upgrades/data migrations, (3) customized trainings or workshops, (4) project assistance, and/or (5) onsite QBRs.
    • Usage. Consultation Hours must be used in minimum lots of 3 days, 8 hours per day, which will be deducted from the total annual allotment (the “Allotment”) of Consultation Hours, as set forth in the applicable Order Form, regardless of time actually spent by the Technical Account Manager. All Consultation Hours will be provided remotely unless otherwise agreed by Fireblocks.
    • Restrictions. Client must use any Consultation Hours during the Technical Account Manager’s regular working hours by providing reasonable notice to Fireblocks and subject to mutual agreement of the parties as to the (1) timing and (2) the content/service requirements. Any Consultation Hours a Technical Account Manager agrees to schedule during any weekend / local, national, or religious holidays will reduce the Allotment at the rate of two (2) hours per Consultation Hour.
    • Unused Consultation Hours. Client may not “carry over” any unused Consultation Hours. The Allotment shall renew upon a Renewal Term. For the avoidance of doubt, if Client has twenty (20) unused Consultation Hours at the end of the first Term, they shall expire and Client shall not be entitled to use those twenty (20) hours during any Renewal Term.
    • On-Site Consultation Hours. If Client requests on-site assistance, it must provide at least three (3) weeks written notice to Fireblocks. Any on-site Consultation Hours shall use a minimum of twenty four (24) of the Allotment, irrespective of the actual duration and any cancellation by Client of on-site Consultation Hours must be received by Fireblocks at least one (1) week prior to the scheduled start, otherwise the allotted Consultation Hours will be forfeited.
    • Fireblocks travel, meals and lodging expenses associated with any On-Site Consultation Hours are included in the Platinum Package fees.

TRES Global Support

This describes the Fireblocks Global Support Services with regards to TRES Finance platform services a client may subscribe to in an applicable Order Form (“Tres Services”). Your use of any of the Standard Package or Platinum Package is governed by the relevant terms outlined below and your existing master agreement with Fireblocks Ltd. or one of its affiliates (including TRES Finance Ltd. or “TRES”) (the “Agreement”). Any terms not defined herein shall have the meaning ascribed to them in the Agreement.

The Standard Package is available to all clients and comprises the Standard Support Services outlined in section 1 below. A client must subscribe to the Platinum Support packages in an Order Form to be entitled to the additional privileges and features provided under the Platinum Package.

  • General. TRES will provide ongoing customer support to Client, which shall meet or exceed the response times set forth in the table below (the “Support SLA”). As part of those services, Client may, at any time, create a ticket via TRES’ support portal (the “Support Ticket”). TRES, in its sole and reasonable discretion, may create a dedicated communication channel when collaborating with Client on an ongoing basis.
  • Operational Support. TRES will respond to customer support requests during its regular business hours in accordance with the below table:

Technical Issue (Based on Severity)

Severity LevelDescriptionInitial ResponseInitial Response
*Platinum Exclusive		Target Resolution
*Platinum Exclusive
CriticalClient is unable to access the platform. Fatal error in the API.Up to 120 minUp to 30 min6 hours
HighTransaction data is not accessible. Balances not updated for more than 24 hours. Last data collection time exceeds 10 hours. Error while generating a report.Up to 4 hoursUp to 2 hours24 business hours
MediumData integrity issues. Wrong cost basis calculation. Last data collection time exceeds 24 hours.Up to 8 hoursUp to 4 hours90 days
LowOutside of current product design, for example: Additional blockchain support, Changes to API definitions.Up to 72 hoursUp to 1 dayAs available
Question (applies to general usage questions)Initial response up to 24 hours

In addition to the Standard Support Services, the Platinum Package includes:

  • Access to a designated senior-level support staff member with technical expertise related to the Tres Services as Client’s designated point of contact for technical issues (‘Technical Account Manager’).
    • designated engineer will work out of the region chosen by the client (EMEA, AMERICAS or APAC)
  • Scheduled cadence calls to review and address open items, ensuring alignment on both ongoing and outstanding support matters;
  • Quarterly reports detailing services rendered;
  • Access to root cause analysis reports for critical priority technical issues (as set forth in the table above);
  • Month-end priority mode: During the last three (3) business days of each calendar month, Platinum Support clients are automatically elevated to priority queue status. All open and incoming support tickets are triaged with heightened urgency to accommodate the increased operational demands of financial close, ensuring that reconciliation workflows, report generation, and data integrity issues receive accelerated attention during this critical period.
  • Access to a 24/7/365 priority support phone hotline exclusively available to Platinum Support clients; and
  • Consultation Hours:
    • Platinum Support clients are entitled to up to forty (40) annual consultation hours to be performed by a Technical Account Manager (each a “Consultation Hour”).
    • Content. Consultation Hours may be used for: (1) providing planned maintenance windows, (2) upgrades/data migrations, (3) customized training or workshops, (4) project assistance, and/or (5) onsite QBRs.
    • Usage. Consultation Hours must be used in minimum lots of 2 days, 8 hours per day, which will be deducted from the total annual allotment (the “Allotment”) of Consultation Hours, as set forth in the applicable Order Form, regardless of time actually spent by the Technical Account Manager. All Consultation Hours will be provided remotely unless otherwise agreed by TRES.
    • Restrictions. Client must use Consultation Hours during the Technical Account Manager’s regular working hours by providing reasonable notice to TRES and subject to mutual agreement of the parties as to the (1) timing and (2) content/service requirements. Any Consultation Hours a Technical Account Manager agrees to schedule during any weekend / local, national, or religious holidays will reduce the Allotment at the rate of two (2) hours per Consultation Hour.
    • Unused Consultation Hours. Client may not “carry over” any unused Consultation Hours. The Allotment shall renew at the start of each Renewal Term (for so long as Client remains subscribed to Platinum Support). For the avoidance of doubt, if Client has twenty (20) unused Consultation Hours at the end of the current subscription term, such unused hours shall expire and Client shall not be entitled to use those twenty (20) hours during any subsequent Renewal Term.
    • On-Site Consultation Hours. If Client requests on-site assistance, it must provide at least three (3) weeks written notice to TRES. Any on-site Consultation Hours shall use a minimum of twenty four (24) hours of the Allotment, irrespective of the actual duration and any cancellation by Client of on-site Consultation Hours must be received by TRES at least one (1) week prior to the scheduled start, otherwise the allotted Consultation Hours will be forfeited.
    • TRES travel, meals and lodging expenses associated with any On-Site Consultation Hours are included in the Platinum Package fees, provided that any additional expenses arising from extensions to the scheduled visit due to Client-caused delays or circumstances outside TRES’ reasonable control shall be charged to the Client at cost.