Dynamic Support and SLA Terms
Effective Date: July 20, 2026
Fireblocks will provide the Dynamic Service in accordance with one of the following support tiers, as may be specified in the applicable Order Form (the “Support SLA“):
Fireblocks shall provide Client with ongoing dedicated technical and account support for the Dynamic Service throughout the Term. Client shall be provided a private Slack communication channel with the following dedicated points of contact:
- Solutions Engineer
- Technical Support Lead
- Customer Success Manager
Fireblocks monitors the Dynamic Service for Critical issues on a 24/7/365 basis. Upon identification or notification of an error, Fireblocks shall assign a priority level and respond in accordance with the response times set forth below. For the avoidance of doubt, this Support SLA applies solely to the Dynamic Service and does not apply to any third-party programs or integrations.
| Severity | Description | Initial Response |
| Critical | Complete unavailability of the Dynamic Service, causing an inability to access or operate the platform | Within 1 hour (24/7/365) |
| High | Material unavailability or significant degradation of a key feature or functionality; no operational workaround in place | Within 8 Business Hours |
| Medium | Partial, non-critical impairment of a feature or functionality; business operations continue, typically via a procedural workaround | Within 24 Business Hours |
Enterprise Support includes the service level uptime guarantees and corresponding service credit entitlements set forth below:
Service Credits. In the event that Dynamic Service availability falls below 99.9% in any given calendar month, Client shall be entitled to a credit against the applicable monthly fee as follows. Service credits constitute Client’s sole and exclusive remedy for any failure by Fireblocks to meet the service availability commitment set forth herein.
| Monthly Availability | Credit |
| Between 99.9% – 99.89% | 10% of monthly fee |
| Below 99.89% | 20% of monthly fee |
In addition to all standard Enterprise Support services, Clients subscribed to the Premium Enterprise Support tier shall also have the following dedicated resourcing made available:
- Head of Solutions Engineering
- Head of Go-To-Market
- Product Engineer
- VP of Embedded Wallets
- VP of Engineering, Embedded Wallets
Service Credits. In the event that Dynamic Service availability falls below 99.99% in any given calendar month, Client shall be entitled to a credit against the applicable monthly fee as follows, subject to Sections IV and V below. Service credits constitute Client’s sole and exclusive remedy for any failure by Fireblocks to meet the service availability commitment set forth herein.
| Monthly Availability | Credit |
| Between 99.99% – 99.9% | 5% of monthly fee |
| Between 99.9% – 99.89% | 10% of monthly fee |
| Below 99.89% | 20% of monthly fee |
Clients subscribed to the Platinum Enterprise Support tier shall receive custom, white-glove support services, including further to be determined resourcing, as mutually agreed to by the parties and set forth in the applicable Order Form.
In order to receive any of the service credits described above, Client must (i) notify its Fireblocks’ customer success manager in writing within thirty (30) days from the time when Client becomes eligible to receive service credits; (ii) submit to Fireblocks’ technical support team all information necessary for Fireblocks to validate Client’s claim, including but not limited to: (a) a detailed description of the downtime incident; and, (b) information regarding the time and duration of the downtime incident; and (iii) be in compliance with the terms of its Agreement. Failure to comply with these requirements will void Client’s right to receive service credits.
The service credits do not apply to any downtime incidents that:
a. are planned downtime incidents announced in advance by Fireblocks to the Client, including without limitation, for periodic upgrades and maintenance;
b. are subject to the force majeure clause in the Agreement;
c. resulted from use of the Dynamic Service other than as directed by Fireblocks (including in any Dynamic Documentation) or in violation of the terms of the Agreement;
d. resulted or originated from Client’s employees or agents, equipment, software or other technology and/or third party equipment, software or other technology, including any aspect of the Client environment;
e. are caused by factors beyond Fireblocks’ reasonable control including, but not limited to, any failure caused by blockchain nodes, issues with the underlying blockchain, cloud provider downtime or any third party downtime incident, whether Fireblocks has integrated or embedded such third party’s services or not; or,
f. any time where Fireblocks is awaiting information from Client or awaiting Client confirmation that the Dynamic Service has been restored.