This General Terms and Conditions (“Terms”), the Specific Terms and Conditions (“STC”) and the Order Form (collectively the “Purchase”) are collectively deemed as part of the terms and conditions to govern the contractual relationship between you and CHAINUP. It shall be effective between you and CHAINUP from the Effective Date stated in the Order Form. This Terms does not require any signing and/or execution.
“Assets” means digital assets, tokens or cryptocurrencies owned by you which are kept, received or deposited and custodised with CHAINUP, if any;
“business day” means a day (except Saturday, Sunday, public holidays and unscheduled holidays) on which banks and financial institutions are open for business in Singapore;
“CHAINUP” refers to CHAINUP PTE. LTD.;
“Contract Term” refers to the ‘Contract Term’ indicated in the Order Form;
“day”, “week”, “month”, “year” refers to that day, week, month, year in accordance with the Gregorian calendar (any “daily”, “weekly”, “monthly”, “yearly”, “annually” shall also be construed accordingly);
“Effective Date” refers to the “Effective Date” defined in the Order Form;
“Order Form” refers to a document known as “Order Form” entered and executed by you and CHAINUP, which consist all material terms and specifica0ons of the service and/or product that you purchased from CHAINUP;
“Party”, “Parties” refers to you and/or CHAINUP, collectively and/or respectively;
“Payment Term” refers to the “Payment Terms” agreed by the Parties in the Order Form;
“price” refers to the price, fee, payment and/or whatsoever consideration agreed in the Order Form;
“Quote Date” refers to the ‘Quote Date’ indicated in the Order Form;
“Quote Expiration Date” refers to the ‘Quote Expiration Date’ indicated in the Order Form;
“Sanctions” any economic sanctions laws, regulations, embargoes or restrictive measures administered, enacted or enforced by: (i)United States government; (ii) United Nations; (iii) European Union; (iv) United Kingdom;“Service” refers to the service (and/or any associated service under the product) purchased by you in accordance to the Order Form, if any;
“Service Level Agreement” refers to CHAINUP’s service level agreement which can be found at
https://www.chainup.com/service-terms;
“Specific Terms and Condition” refers to the Specific Terms and Condition for specific service and/or product
purchased by you that can be found at https://www.chainup.com/serviceterms;
“Product” refers to the product and/or platform, software or system (and its specification) purchased by you in accordance to the Order Form, if any
2. This Terms is to be read and interpreted together with respective relevant Specific Terms and Conditions and your Order Form.
3. In this Terms, references to “you” or “your” are collectively refers to the signing party to an Order Form with CHAINUP.
4. Words importing singular include plural and vice versa, words importing any gender include every gender, words impor0ng persons include bodies corporate and unincorporate and references to time shall mean Singapore time.
5. References to Clauses and other provisions herein and terms defined herein shall have the same meanings where used throughout your Purchase.
6. A reference to a statute or statutory provision is a reference to it as it is in force as at the date of Order Form and/or the last update of this Terms and shall include all subordinate legislation made as at the date of Order Form and/or the last update of this Terms under that statute or statutory provision.
7. A reference to writing or written excludes fax but not email.
8. This Terms may be amended and/or updated from 0me to 0me and will be posted on CHAINUP’s website. Your continue access and/or usage of service and/or product after such amendments and/or updates have been posted shall constitute your agreement and consent to all of the relevant changes.
9. Any capitalized terms not defined herein shall have the meanings ascribed to those in the Order Form and/or the Specific Terms and Conditions.
10. CHAINUP reserves all rights not expressly granted under your Purchase.
11. Any ambiguity, conflict or inconsistency between the documents comprising the Purchase shall be resolved in the following order of precedence: Order Form, STC and Terms.
12. In the event that the Order Form or the STC do not contain specific provisions governing the subject matter herein, the terms and condi0ons set forth in this General Terms and Conditions shall govern and control.
17. Upon renewal of your Purchase (if any), CHAINUP is entitled to adjust any price, fee, payment or consideration. The first day of such auto renewal is to be treated as Effective Date of such auto renewal. CHAINUP reserves the right to decline any auto renewal upon written notification to you.
18. In the event you request for any additional service and/or product which is not stated under the Order Form, CHAINUP is entitled to charge you additional payment at its discretion.
19. You hereby acknowledge and agree that CHAINUP is only a technology service provider and all such payment made by you to CHAINUP are in the nature of technical service fee.
20. Any price, fee or payment does not include any duties or tax, including but not limited to any withholding taxes, shipping taxes, custom duties, import taxes, value added tax and/or goods and services tax. The applicable taxes are those in force at the time of the invoicing and you shall be responsible for all such duties and taxes.
61. If either Party breaches its confidentiality obligation under your Purchase, such Party shall be liable for breach of your Purchase (including but not limited to the attorney’s fee, arbitration fee, travel fee, evaluation fee, printing fee, and audit fee for investigating liabilities for breach of your Purchase). Parties acknowledge that damages may not be an adequate remedy for the breach of any of the confidentiality provisions hereunder. Accordingly, without prejudice to any other rights and remedies it may have, the observant Party shall be en0tled to seek the granting of equitable relief (including without limitation injunctive relief) concerning any threatened or actual breach of any of the confidentiality provisions under your Purchase.
62. CHAINUP may outsource its obligations under your Purchase to any third party and CHAINUP is allowed to disclose any relevant and necessary Confidential information to the third party for the purpose of such outsourcing services engaged.
Audit
63. CHAINUP reserves the right to conduct an audit of your use of the Product, either with reasonable prior notice or at the direction of applicable authori0es (if it is directed by applicable authorities, no prior notice will be provided) to ensure compliance with CHAINUP internal policies or with relevant laws and regulations. Such audits will be conducted in a manner that does not unduly disrupt your normal business activities.
64. You agree to fully cooperate with CHAINUP during the audit, providing reasonable assistance and access to information as requested. This may include, but is not limited to, running CHAINUP’s data measurement tools on your systems or servers and sharing the results. Any costs you incur while assisting in the audit will be solely borne by you.
65. If the audit reveals any non-compliance, you agree to correct the issue within five (5) business days of receiving written notification. If the audit reveals any non-compliance to the licensing commercial model that requires you to top up the cost for the non-compliance period, you agree to make good the payment within five (5) business days of receiving written notification. Failure to resolve the noncompliance may result in CHAINUP terminating (a) your use of the Products and (b) the licenses granted
through the Purchase.
66. CHAINUP will handle all information obtained during the audit as confidential and will use it exclusively to ensure compliance with internal policies and applicable laws and regulations.
2.1. Software-as-a-Service (SaaS) based services
ChainUp provides this Service Level Agreement (“SLA”) as a formal agreement between ChainUp and the Customer, defining the standards of service and support commitments applicable to the Services. This SLA forms an integral part of the Customer’s Subscription under the Service Agreement and is governed by the terms set forth therein, including any capitalized terms specifically defined for our valued customers.
Please note that this SLA does not apply to independently branded services that may be associated with or connected to the core Services, nor does it cover any on-premises software that is integrated with the Services. In addition, any modifications or customizations to ChainUp’s Services performed by the Customer or by third-party vendors authorized by the Customer are expressly excluded from SLA coverage.
It is also important to emphasize that ChainUp Previews and any Services provided free of charge are explicitly excluded from, and not eligible for, SLA commitments.
1.2. Document Authority
This SLA is issued under the authority of ChainUp Pte. Ltd.
All commitments, definitions, and service levels defined herein apply only to Customers with active Subscriptions under a valid Service Agreement executed with ChainUp.
1.3. Amendments and Updates
ChainUp reserves the right to amend, modify, or update this Service Level Agreement (SLA) at its sole discretion, as deemed necessary to ensure the continued delivery of services to its subscribed customers. Any such changes shall take effect upon publication or communication to the Customer, unless otherwise specified. ChainUp is committed to maintaining service quality and operational excellence, and adjustments to the SLA will be made in alignment with evolving service requirements, industry standards, and business needs.
1.4. General Terms and Definitions
The following section outlines the general terms and definitions pertinent to the Service Level Agreement (“SLA”) governing the provision of ChainUp Services. These terms and definitions serve as the foundational framework for understanding the rights, responsibilities, and obligations of both ChainUp and its Customers in relation to the delivery and performance of the Services under the Service Agreement.
“ChainUp” means ChainUp Pte. Ltd. and its affiliates, and includes all products, platforms, and services made available by ChainUp to its Customers.
“Affiliate” means any entity that directly or indirectly controls, is controlled by, or is under common control ith a party to this SLA.
“Customer” means any paying entity that have subscribed to one or more ChainUp Services with an active Subscription, as stipulated and agreed upon in the relevant Service Agreement.
“Services” covers the functionalities, features, and resources made available by ChainUp as specified in the service agreement.
“End User” means the individual or entity authorized by the Customer to access or use the Services under the Customer’s account.
“Services” refers to the functionalities, features, systems, and resources made available by ChainUp as specified in the Service Agreement.
“Service Agreement” (also referred to as Order Form or Purchase Agreement) means the contractual document executed between Customer and ChainUp which defines the commercial terms, scope, and duration of the Services.
“Subscription” means the Customer’s right to access and use the Services for the subscription term specified under the relevant Service Agreement.
“Active Subscription” refers to a Subscription that is currently valid and has not expired, been terminated, or suspended.
“Incident” means (i) a single event, or (ii) a set of related events that result in downtime, degradation, or material impairment of the Service.
“Service Request” means a non-incident request from the Customer, such as a configuration change, information request, or feature inquiry that does not involve system failure.
“Scheduled Downtime” means the period of time during which the Service is unavailable due to planned maintenance or upgrade activities, notified in advance or conducted as an emergency measure, and not caused by Service failure.
“Unscheduled Downtime” means any Service unavailability not classified as Scheduled Downtime or excluded by Force Majeure events.
“Uptime” means the total time during which the Services are fully operational and accessible to the Customer, expressed as a percentage of total time in a given calendar month.
“Downtime” means the total accumulated minutes during which the Services are unavailable or inaccessible to the Customer, excluding Scheduled Downtime and Force Majeure events.
“Response Time” means the maximum duration within which ChainUp commits to acknowledge receipt of a Customer’s issue, incident, or request through official support channels.
“Resolution Time” means the maximum duration within which ChainUp provides an update, workaround, or restoration of service related to a reported incident, as defined in the SLA.
“Business Hours” means the official working hours of ChainUp support teams as defined in the Support Plan applicable to the Customer’s Service Agreement.
“Service Credit” means the service-based compensation applied to the Customer’s account when ChainUp fails to meet the committed service levels, in accordance with the SLA.
“Force Majeure” refers to (i) any circumstances render non-performance or delay in performance under this SLA, including but not limited to natural disasters, acts of war (whether declared or not), government regulations, labour disputes, and any other circumstances of similar nature which is directly or indirectly beyond the control of the parties under this SLA, unforeseeable and unavoidable; and (ii) any circumstance and conditions directly or indirectly affected, contributed and/or caused by (i) above, including but without limitation to hacking (for example, DDoS attacks), equipment failures, network failures, service failures caused by power outages of cloud service providers, management failures, or digital currency damage/loss caused by and not limited to viruses and bugs, and any other circumstances of similar nature.
“Confidential Information” Any non-public, proprietary, or sensitive information disclosed by either party to the other party in connection with the provision or use of the Services, including but not limited to trade secrets, financial data, and customer information.
“Personal Data” means any information relating to an identified or identifiable natural person as defined under applicable data protection laws (e.g., PDPA).
“Support Channel” means the official methods through which Customers can contact ChainUp Support, including the Support Help Center, Support Chat, or designated communication group(s) such as Telegram if included in the Service Agreement.
These terms and definitions are provided for clarity and reference purposes and shall govern the interpretation and enforcement of the SLA between ChainUp and its Customers.
1.5. Scope and Applicability
This Service Level Agreement (“SLA”) governs the provision, performance, and availability of ChainUp Services delivered to Customers under an active and valid Service Agreement or Subscription.
It defines the scope of services covered, the obligations of both parties, and the metrics by which service quality and performance are measured.
This SLA applies solely to production environments hosted and managed by ChainUp and does not extend to non-production, test, sandbox, or demo environments unless explicitly stated in the Service Agreement.
1.5.1. Covered Services
This SLA applies to the following categories of services (collectively referred to as “Covered Services”):
• Core Platform Services including but not limited to ChainUp’s SaaS-based Exchange System, RealWorld Asset (RWA) System, Bitwind System, SaaS-based MPC Wallet Solution, Trustformer AML/KYT System and related backend management consoles.
• Customer-Facing Interfaces including the Web, H5, iOS, and Android front-end applications provided and maintained by ChainUp.
• Support and Maintenance Services including Customer Success, Technical Support, and Operational Maintenance assistance provided under the Customer’s subscribed plan.
• Managed Services including any managed infrastructure, liquidity, or market-making services provided under a Managed Service Agreement.
Any additional modules, APIs, integrations, or third-party services will only be covered under this SLA if expressly included in the Service Agreement or if ChainUp is the hosting and operational controller of such services.
1.5.2. Exclusions
This SLA does not apply to:
• Customer-Controlled Environments, including any on-premise or self-hosted deployments operated by the Customer or third parties.
• Third-Party Dependencies, including but not limited to internet connectivity, DNS providers, external liquidity partners, or payment gateways.
• Beta, Pilot, or Trial Services provided for evaluation or testing purposes.
• Customer Misuse or Configuration Errors, including incidents caused by unauthorized modifications, unsupported integrations, or failure to follow recommended best practices.
• Force Majeure Events, as defined in Section 1.4.
• Maintenance Windows, including Scheduled Downtime previously communicated to the Customer.
ChainUp will make reasonable efforts to minimize disruption and provide timely notifications for any
excluded events that may affect service performance.
1.5.3. Customer Responsibilities
To ensure proper performance of the Services under this SLA, the Customer agrees to:
• Use the Services in accordance with the applicable Service Agreement, Acceptable Use Policy, and relevant documentation.
• Maintain accurate and up-to-date contact information for designated support and technical representatives.
• Submit all incidents and requests through official Support Channels as defined in Section 1.4.
• Cooperate with ChainUp’s support and engineering teams in diagnosing and resolving reported issues, including providing necessary logs or system access when required.
• Ensure that any third-party systems or integrations under the Customer’s control do not adversely affect the ChainUp environment.
1.5.4. Service Credit Applicability
Where applicable, Customers may be eligible for Service Credits if ChainUp fails to meet the committed service levels defined in this SLA.
Service Credits are the Customer’s sole and exclusive remedy for any performance shortfall. The process, thresholds, and calculation methods shall be detailed in Section 3: Service Availability and Performance Commitments.
1.5.5. Relationship to Other Agreements
This SLA forms part of and is incorporated into the Service Agreement between ChainUp and the Customer.
In the event of a conflict between this SLA and the Service Agreement, the Service Agreement shall prevail, except where the SLA provides more specific operational or performance commitments.
1.6. SLA Limitations
This SLA defines the commitments and performance targets for the provision of ChainUp Services. However, certain circumstances and events are excluded from ChainUp’s SLA obligations.
The following limitations and exclusions apply unless expressly stated otherwise in the Service Agreement:
“Exclusions / Out-of-Scope Services” SLA does not cover services, functionalities, or components not explicitly outlined under this Service Agreement, or not operated and managed by ChainUp.
“Third-party Services & Integrations” ChainUp shall not be liable for any unavailability, degradation, or performance issues arising from the integration or utilization of third-party services, applications or hardware not provided by ChainUp, including, but not limited to, issues resulting from inadequate bandwidth or related to third-party software or Customer in-house solution or services.
“Scheduled Maintenance” ChainUp reserves the right to perform scheduled maintenance activities that may temporarily affect service availability. Such instances are not considered breaches of the SLA.
“Force Majeure events” ChainUp shall not be held liable for any failure to meet SLA commitments due to force majeure events or circumstances beyond its reasonable control.
“Non-Compliance and Misuse” ChainUp is not responsible for downtime or disruptions arising from Customer failure to adhere to required configurations, use supported platforms, or comply with policies for acceptable use. This encompasses any usage of the Service inconsistent with its features and functionality, including attempts to perform unsupported operations, as well as actions contrary to ChainUp published guidance.
“Unauthorized Actions and Security Breaches” ChainUp shall not be held liable for any downtime, disruptions, or damages resulting from your unauthorized actions or failure to act when required. This includes actions or omissions by your employees, agents, contractors, or vendors, as well as any unauthorized access to our network facilitated by your passwords or equipment. Additionally, ChainUp shall not be liable for any Incidents stemming from your failure to adhere to appropriate security practices.
“Faulty Input or Instructions” ChainUp bears no liability for downtime or disruptions resulting from faulty input, instructions, or arguments provided by you. For instance, requests to access non-existent files or execute commands outside the scope of supported functionalities fall under this exclusion.
“Throttling due to Suspected Abuse” ChainUp shall not be held responsible for any downtime or disruptions caused by throttling of suspected abusive behaviour resulting from actions performed by you, your authorized agents, contractors, or vendors. Such actions may lead to temporary limitations on service access or functionality, as determined by ChainUp monitoring and enforcement mechanisms.
“Inactive Subscription” Subscription reserved, but terminated, rescinded or suspended due to any reason as stipulated under the relevant Service Agreement, at the time of the Incident.
“Free-of-Charge, Complimentary or Evaluation Services” Services provided by ChainUp on a free, trial, beta or proof-of-concept basis are exempt from SLA coverage and may be subject to reduced or variable performance standards.
These exclusions ensure a fair and transparent understanding of ChainUp’s obligations under this SLA, while recognizing the shared responsibility between ChainUp and the Customer for maintaining secure, stable, and supported operating conditions.
2.1. Software-as-a-Service (SaaS) based services
ChainUp provides this Service Level Agreement (“SLA”) as a formal agreement between ChainUp and the Customer, defining the standards of service and support commitments applicable to the Services. This SLA forms an integral part of the Customer’s Subscription under the Service Agreement and is governed by the terms set forth therein, including any capitalized terms specifically defined for our valued customers.
2.1.1. Service Availability Measurement
ChainUp measures Service Availability based on the total minutes during which the SaaS platform is operational within a given calendar month, excluding periods of Scheduled Maintenance and Force Majeure Events.
Only Customers with an Active Subscription under a valid Service Agreement are eligible for SLA measurement and service performance consideration.
Service Availability (%) = ((Total Minutes in Month − Downtime Minutes) / 𝑇𝑜𝑡𝑎𝑙 𝑀𝑖𝑛𝑢𝑡𝑒𝑠 𝑖𝑛 𝑀𝑜𝑛𝑡ℎ) x 100
2.1.2. Uptime Calculation
“Uptime” represents the percentage of total minutes that the SaaS Services are accessible and functioning as intended for Customers, excluding:
• Scheduled Maintenance;
• Force Majeure events; and
• Service unavailability due to Customer-side or third-party network issues. ChainUp shall calculate uptime monthly using its internal monitoring systems, which serve as the authoritative data source.
2.1.3. Downtime Calculation
“Downtime” means the cumulative minutes within the calendar month during which the SaaS Services are unavailable or materially impaired for all Customers. Downtime excludes:
• Scheduled Maintenance windows;
• Force Majeure events;
• Unavailability of optional or add-on features not forming part of the core Services;
• Incidents caused by Customer modifications, unsupported integrations, or misconfigurations;
• Network latency, congestion, or connectivity outside ChainUp-controlled infrastructure; and
• Trading activities executed via Customer-owned mobile apps or web portals.
These clarifications define the precise boundaries of ChainUp’s SLA coverage, ensuring transparent understanding of both parties’ responsibilities.
2.2. On-premise based services
2.2.1. Service Measurement Principle
For on-premise deployments licensed from ChainUp, SLA applicability focuses on Response Time and Resolution Time performance rather than uptime.
This measurement depends upon:
• The Customer maintaining an Active License under the relevant Service Agreement;
• The Customer providing timely and accurate diagnostic information to ChainUp Support; and
• ChainUp receiving reasonable and secure access to the Customer environment for troubleshooting and resolution.
2.2.2. Exclusions for On-Premise Services
The SLA does not apply in the following situations:
1. Deployment of ChainUp Services on hardware or software environments that fail to meet ChainUp’s published specifications or compatibility requirements.
2. Service unavailability caused by Customer modifications, customizations, or alterations to ChainUpprovided software.
3. Disruptions arising from external systems or third-party services subscribed to or integrated by the Customer.
4. Downtime or operational issues related to Customer-developed mobile applications, trading platforms, or portals outside ChainUp’s operational scope.
These exclusions clarify the limitations of SLA coverage for on-premise services, ensuring transparent expectations for service support and responsibility boundaries.
3. Service Availability and Performance Commitments
This section establishes ChainUp’s measurable commitments for service availability and support performance across all SaaS-based Services. Detailed definitions of incident severity levels, escalation procedures, and response-time objectives are provided separately in Section 8.0 (Severity Levels & Response Times).
3.1. Service Availability Commitment
ChainUp commits to maintaining a Monthly Uptime Percentage of at least 99.9% for all SaaS Services during each calendar month, excluding Scheduled Maintenance, Force Majeure Events, and other exclusions set out in Section 2.1.
Monthly Uptime Percentage (%) = ((Total Minutes in Month − Downtime Minutes) / 𝑇𝑜𝑡𝑎𝑙 𝑀𝑖𝑛𝑢𝑡𝑒𝑠 𝑖𝑛 𝑀𝑜𝑛𝑡ℎ) × 100
• Target: ≥ 99.9% uptime
• Maximum Allowable Downtime: ≤ 43.8 minutes per month
• Measurement Authority: ChainUp’s internal monitoring systems
3.2. Maintenance and Notifications
• Planned Maintenance: At least 48 hours’ advance notice via official support channels; typically ≤ 4 hours per event.
• Emergency Maintenance: Conducted only when necessary for security or stability; Customers notified as soon as practicable.
Scheduled maintenance and emergency activities are not counted toward downtime calculations.
3.3. Incident Management and Response
Incident prioritization and handling follow the Severity Framework defined in Section 8.0.
Response and resolution time objectives vary by:
• Severity Level (P1–P4), and
• Customer Support Tier (Standard / Premium / Platinum).
For critical P1 incidents, ChainUp activates its Incident Management Process with real-time escalation, communication updates, and optional Post-Incident Review (PIR) upon resolution.
3.4. Service Credits
| Monthly Uptime Achieved | Service Credit (X multiplier of downtime rounded up to the nearest hour) |
|---|---|
| ≥ 99.9% | — |
| 99.0% – 99.89% | 2X |
| 98.0% – 98.99% | 5X |
| < 98.0% | 10X |
• Service Credits are applied directly into the impacted services’ expiration date and represent the sole and exclusive remedy for uptime shortfalls.
• Service Credits Requests/Appeals must be submitted within 30 days following the month in which the failure occurred.
3.5. Customer Responsibilities
To qualify for SLA measurement and credits, Customers must:
1. Report incidents via official Support Channels with adequate details;
2. Provide reasonable cooperation and system access for investigation;
3. Maintain system configurations per ChainUp’s technical requirements.
3.6. Continuous Improvements
ChainUp conducts post-incident analyses, infrastructure reviews, and preventive updates to continuously enhance platform resilience and service quality. Outcomes from major incidents may inform updates to this SLA.
4. Support Incident Management
This section defines ChainUp’s incident management framework, which governs the detection, classification, escalation, communication, and resolution of incidents affecting the availability or performance of ChainUp Services.
It ensures that all incidents are managed in a structured, timely, and transparent manner consistent with the service availability and response objectives defined under this SLA.
4.1. Applicability
ChainUp’s Incident Management procedures apply only to:
• Services covered under an Active Subscription and managed within ChainUp’s hosted infrastructure; and
• Incidents originating from ChainUp’s platform or systems.
These procedures do not apply to any issues, problems, or incidents caused—directly or indirectly—by:
• Customer-side integrations, configurations, or customizations;
• Third-party software or infrastructure not operated by ChainUp; or
• Events otherwise excluded under Section 1.6 (SLA Limitations and Exclusions)
4.2. Incident Lifecycle Overview
ChainUp follows a structured and standardized Incident Management Lifecycle to ensure consistency, transparency, and timely resolution of incidents affecting service availability or performance. This lifecycle incorporates both technical and business impact analysis, ensuring incidents are managed efficiently from detection to closure.
The process comprises the following stages:
| Steps | Description |
|---|---|
| A. Incident Classification |
|
| B. Incident Identification |
|
| C. Impact Assessment |
|
| D. Data Collection |
|
| E. Incident Scoping |
|
| F. Incident Documentation |
|
| G. Re-evaluate Severity Level |
|
| H. Communication |
|
| I. Decision Making to Resolve Incident |
|
| J. Ongoing Monitoring |
|
4.3. Communication Protocols
ChainUp ensures transparent and timely communication throughout the incident lifecycle.
| Communication Type | Channel | Frequency / Trigger | Audience |
|---|---|---|---|
| Incident Acknowledgement | Customer Support Portal / Email | Upon incident logging | Reporting Customer |
| Progress Updates | Ticket comments, email notifications, or status page | Per support tier (e.g., hourly for P1) | Impacted Customers |
| Major Incident Notification | Email / Status page / Internal alerts | Within 30 minutes of P1 confirmation | All affected Customers |
| Post-Incident Review (PIR) | Secure report or customer meeting | Within 5 business days after closure | Affected Customer(s) |
4.4. Roles and Responsibilities
| Role | Responsibility |
|---|---|
| Customer | Promptly report incidents via official Support Channels with complete details, maintain communication, and provide necessary access for troubleshooting. |
| ChainUp Support Team | Perform initial triage, classify incidents, and ensure timely response in line with the SLA. |
| ChainUp Engineering Team | Conduct root-cause analysis, implement fixes, and restore service functionality. |
| ChainUp Incident Commander | Coordinate communication, escalation, and decision-making for P1/P2 incidents; ensure management visibility and customer updates. |
| ChainUp Customer Success (Support Team / Project Manager / Customer Success Manager) | Communicate with the Customer for high-impact incidents, facilitate PIR delivery, and ensure customer satisfaction postresolution. |
4.5. Continuous Improvement
Insights derived from incident trend analysis, PIRs, and root-cause findings are reviewed periodically by ChainUp’s Customer Success, Engineering, and Quality Assurance teams to:
• Enhance infrastructure resilience;
• Optimize incident response efficiency; and
• Refine future SLA commitments.
Where applicable, material learnings may be incorporated into SLA updates or communicated to Customers through service advisories.
5. Self-Service & Support Center
ChainUp provides an integrated Self-Service and Support Center as the primary interface for Customers to obtain product documentation, configuration guidance, and technical assistance for their subscribed services.
The Support Center enables Customers to:
• Access knowledge base articles, FAQs, and setup guides;
• Submit support tickets for troubleshooting, configuration assistance, feature requests, or general inquiries; and
• Track the status and history of submitted requests.
5.1. Access to Support Center
Customers may access the Support Center through any modern web browser at:
https://chainup.zendesk.com/hc/en-us
Alternatively, access is available via the official ChainUp Website:
https://www.chainup.com → Customer Support / Help Center
A valid user login is required to access the Support Center and raise tickets.
For first-time access:
• Customers must contact ChainUp Support to initiate account creation;
• The number of Support Center user accounts provisioned will depend on the Customer’s subscribed support tier as defined in the applicable Service Agreement.
ChainUp reserves the right to verify account eligibility and deactivate dormant or unauthorized accounts to ensure system security and compliance.
5.2. Customer Service Online Support (Live Chat)
ChainUp offers real-time online support through the Live Chat function available at
https://www.chainup.com.
To initiate a chat session:
1. Visit the official ChainUp website;
2. Click the “Support Chat” link located in the website footer;
3. Click on the Start a Conversation to connect with a ChainUp Customer Service Officer (CSO).
4. Provide your details (Name and Contact Information) to start support live chat.
Live Chat support is available exclusively to Customers with an Active Subscription and valid login credentials.
Depending on the subscribed support tier, chat availability may be offered on either a 24 × 7 or business hours basis.
5.3. Support Channels Summary
| Support Channel | Description / Use Case | Availability | Access Method |
|---|---|---|---|
| Self-Service Portal | Browse articles, FAQs, and configuration guides | 24 × 7 | https://chainup.zendesk.com/hc/enus |
| Ticket Submission | Log incidents, service requests, or feature enhancements | 24 × 7 | Within Support Center (login required) |
| Live Chat | Immediate support for active subscribers | Per support tier (Standard / Premium / Platinum) | https://www.chainup.com/ https://chainup.zendesk.com/hc/enusSubscribed platform’s backend |
| Email Support | Follow-up correspondence or escalations | Per support tier | [email protected] |
5.4. Support Eligibility and Conditions
• Access to ChainUp Support resources is limited to authorized users under an Active Subscription.
• ChainUp may request proof of authorization before providing support or account-related actions.
• Support is not provided through social-media platforms or unauthorized third-party channels.
• Customers are responsible for maintaining secure credentials and ensuring that only designated personnel contact ChainUp Support.
| Support Tier | Standard | Premium | Platinum |
|---|---|---|---|
| Service Offering | Available to Customers during the active Subscription period as stipulated and agreed under the relevant Service Agreement. | Available as a Value-Added Service (VAS) to Customers during the active Subscription period as stipulated and agreed under the relevant Service Agreement. | Available as a Value-Added Service (VAS) to Customers during the active Subscription period as stipulated and agreed under the relevant Service Agreement. |
| Support Hours | ChainUp Standard Hours are 8am to 8pm, GMT+8 timezone. Working Days (Monday – | 24/7 supports whole calendar year, across all time-zones | 24/7 supports wholecalendar year, across all time-zones |
| Treatment | Standard Product Support | Priority Support | Priority Support |
| Issue Handling | Access to 24/7 support for priority (P1 and P2) matters only. (Refer to section 8 severity levels for more information) Standard enquiries or minor issues can be registered into our ticketing system and worked on by our support and/or technical teams following standard SLA | Access to 24/7 support | Access to 24/7 support |
| Support Channels | Standard | Premium | Platinum |
|---|---|---|---|
| Self-Service Ticketing System | ✓ | ✓ | ✓ |
| Online Documentation / Guide | ✓ | ✓ | ✓ |
| Online Chat Support (ChainUp Website) | ✓ | ✓ + Priority Queue | ✓ + Priority Queue |
| Online Chat Support (Selected product offerings) | ✓ | ✓ + Priority Queue | ✓ + Priority Queue |
| Telegram Live Agent Support | Add-on available | ✓ + Priority Queue | ✓ + Priority Queue |
| Customer Success Manager | No | Add-on available | ✓ |
8. Severity Levels & Response Times
All service requests and incident reports submitted to ChainUp Customer Support are assessed and assigned a Severity Level ranging from 1 (Critical) to 4 (Low).
Severity Levels are determined following the initial contact and preliminary triage conducted by ChainUp Support personnel, based on the nature, impact, and urgency of the reported issue.
This structured severity classification ensures that incident handling is systematic, transparent, and prioritized according to business criticality — in alignment with the performance commitments defined in this Service Level Agreement (SLA).
The following tables outline:
• The classification criteria for each Severity Level; and
• The corresponding target initial response times and resolution objectives applicable to each Customer Support tier (Standard, Premium, and Platinum).
8.1. Incident Handling and Escalation Process
For incidents classified as Severity 1 (P1), representing critical issues that significantly impact service availability, system integrity, or cause major business disruption, ChainUp will activate its internal Incident
Management Process in parallel with standard support handling procedures.
This process includes:
• Real-time incident tracking through ChainUp’s internal monitoring systems;
• Immediate escalation to appropriate technical, engineering, and management teams; and
• Continuous communication and status updates until full service restoration.
8.2. Post-Incident Review (PIR)
Upon resolution of a Severity 1 incident, ChainUp may provide a Post-Incident Review (PIR) report to impacted Customers.
The PIR report will include:
• A detailed root cause analysis;
• A timeline of events from detection to resolution;
• Corrective actions taken; and
• Preventive measures implemented to minimize recurrence risk.
This structured approach reinforces ChainUp’s commitment to service transparency, continuous improvement, and proactive operational governance.
8.3. Issue Severity Matrix
| Severity Level | Description | Initial Response (Support Tier) | Estimated Time to Resolution | ||
|---|---|---|---|---|---|
| Standard | Premium | Platinum | |||
| P1 – Critical | Critical Impact. Customer’s production use of ChainUp Services is completely stopped or severely impacted. Examples:
| Within 30 min (24×7) | Within 15 min (24×7) | Within 10 min (24×7) | ASAP, with hourly updates until resolved |
| P2 – High | Significant Impact. Key service features are unavailable or unstable without a viable workaround. Examples:
| Within 60 min (24×7) | Within 30 min (24×7) | Within 15 min (24×7) | ASAP, updates every 2 hours until resolved |
| P3 – Medium | Minimal Impact. Service features partially affected but workaround exists. Examples:
| Within 4 hrs (Business hours) | Within 2 hrs (Business hours) | Within 30 min (24×7) | Typically within 5 business days, daily updates |
| P4 – Low | Nominal Impact. General enquiries or enhancement requests, no operational impact. Examples:
| Within 2 business days | Within 1 business day | Within 1 business day | Resolution time mutually agreed based on topic |
Additional Notes
1. Response Time refers to the time between ChainUp’s receipt of a support request and acknowledgment by a support representative.
2. Resolution Time is the target timeframe to restore normal service operation or provide an acceptable workaround; actual resolution time may vary depending on issue complexity.
3. Customers must make appropriate resources available during investigation to facilitate timely recovery, particularly for P1 and P2 incidents.
| Category | Description | Initial Severity Level |
|---|---|---|
| Service Disruptions | Unplanned outages or downtime resulting in full or partial unavailability of core ChainUp Services or hosted applications. | P1 |
| Security Breaches | Confirmed or suspected unauthorized access, data breach, or critical security vulnerability compromising system or data integrity. | P1 |
| Data Loss or Corruption | Unintended deletion, alteration, or corruption of customer or transaction data. | P1 |
| Processing Failures | Failures in transaction processing, order execution, trade matching, or delays within trading or settlement gateways. | P2 / P3* |
| Fraudulent Activity | Detection or reporting of fraudulent transactions, identity theft, or suspicious account behaviour requiring investigation. | P2 / P3* |
| Market Data Outages | Interruptions in market-data feeds, pricing streams, or trading interfaces causing incomplete or delayed information. | P2 / P3* |
| Compliance Violations | Breaches of legal, regulatory, or KYC/AML obligations, including reporting inaccuracies or non-compliance with standards. | P2 / P3* |
| Account Access Issues | End-Customer complaints regarding difficulties in accessing their accounts, including login problems, password resets, or account lockouts. | P2 / P3* |
| Third-Party Service Failures | Outages or degraded performance caused by third-party vendors (e.g., payment processors, liquidity or data providers). | P2 / P3* |
| Cybersecurity Incidents | Security-related events that do not constitute a confirmed breach but indicate elevated risk or abnormal behavior. | P3 |
| System Configuration Support and Inquiries | Customer request for support on backend configuration, inquiries on functionalities needed to maintain its own system. | P3 / P4* |
| Customer Complaints and Inquiries | End-Customer feedback or complaints regarding any aspect of the fintech service, from usability issues to billing disputes. | P3 / P4* |
* Severity may vary depending on scale and impact:
• Escalated to P2 if issue affects production services, multiple users, or compliance obligations.
• Retained as P3 / P4 if localized, minor, or informational only.
8.5. Determination and Re-evaluation
1. Initial Classification: ChainUp Support assigns an initial severity during ticket intake based on customer-reported symptoms and impact scope.
2. Verification and Adjustment: The assigned severity may be re-evaluated following diagnosis, impact assessment (see Section 4.3), or customer escalation.
3. Customer Collaboration: Customers are encouraged to provide relevant context (e.g., number of users affected, transaction volume, or regulatory deadlines) to ensure accurate classification.
4. Ongoing Review: Severity levels may be downgraded once mitigation or workaround is in place, or upgraded if the incident expands in scope or risk.
8.6. Dispute on Issue Severity Level
In the event that a Customer disagrees with the initial severity level assigned by ChainUp Support, both parties shall promptly engage in a collaborative review to reassess the impact, scope, and urgency of the issue.
1. The purpose of this process is to ensure that the severity level accurately reflects the true business impact of the incident. Notification: The Customer may request a review of the assigned severity level by providing supporting information, such as affected users, service components, or operational impact.
2. Joint Assessment: ChainUp and the Customer shall jointly investigate and evaluate the issue in good faith to determine whether the initial classification should be maintained, upgraded, or downgraded.
3. Resolution Timeframe: Both parties will make reasonable efforts to reach a mutual written agreement on the confirmed severity level within one (1) business day of the dispute being raised, or within a timeframe agreed upon by both parties.
4. Final Determination: The agreed severity level will govern subsequent response and resolution timeframes under this SLA. In cases where no consensus is reached, ChainUp’s Support Management
Team shall make the final determination based on the documented impact analysis.
This cooperative process is designed to maintain transparency, fairness, and service integrity, while ensuring that incidents are prioritized appropriately in accordance with the terms of this SLA.
8.7. Escalation of Severity Disputes
If a severity-level dispute remains unresolved after the collaborative review process described in Section 8.6, either party may escalate the matter for management review. The escalation shall proceed as follows:
1. Escalation to ChainUp Management: The issue will be referred to ChainUp’s Head of Customer Success (or equivalent authority) for review in coordination with the Customer’s designated representative.
2. Joint Evaluation: Both parties shall provide relevant documentation or evidence to support their position.
3. Final Decision: ChainUp’s Management Team will make the final determination on the severity level based on the available evidence and impact analysis. The outcome will be communicated to the Customer and reflected in the active ticket.
This escalation mechanism ensures timely and impartial resolution of classification disputes, while maintaining continuity of support and adherence to the agreed service-level objectives.
9. Service Reporting and Review (Reserved)
This section is reserved for future development.
ChainUp intends to introduce structured Service Reporting and Review processes to provide Customers with transparency into uptime performance, incident trends, and service-quality metrics. Upon implementation, this section will outline the frequency, format, and scope of such reports, along with the responsibilities of both parties in reviewing performance data.
10. Service Governance and Continuous Improvement
This section outlines ChainUp’s commitment to maintaining robust service governance practices and driving continuous improvement across all aspects of service delivery and customer support. It reinforces ChainUp’s dedication to operational excellence, compliance, and transparent partnership with its Customers.
10.1.Governance Framework
ChainUp’s service governance model is designed to ensure accountability, traceability, and continuous alignment between business objectives and service delivery outcomes.
Key governance elements include:
• Defined Roles and Responsibilities: Clear accountability across Support, Operations, Product, and Engineering teams for incident response, change management, and problem resolution.
• Internal Oversight: Regular internal reviews of SLA adherence, incident performance, and customer feedback to identify systemic improvements.
• Policy Compliance: Alignment with internal policies on Information Security, Business Continuity, and Data Protection to maintain the integrity and confidentiality of customer data.
• Stakeholder Visibility: Management reporting and executive oversight of service performance metrics (where applicable).
10.2.Continuous Improvement Commitment
ChainUp strives for excellence by embedding continuous improvement into its operational framework.
This includes:
1. Post-Incident Reviews (PIRs): Conducting structured reviews after critical incidents to identify root causes and preventive actions.
2. Process Optimization: Refining support processes, escalation protocols, and internal workflows to improve responsiveness and efficiency.
3. Technology Enhancements: Periodic upgrades to infrastructure, monitoring, and automation tools to enhance service resilience and scalability.
4. Customer Feedback Integration: Using insights from customer interactions, satisfaction surveys, and account feedback to refine service strategy and prioritize enhancements.
10.3.Review and Revision of SLA
This SLA is a living document and may be updated periodically to reflect changes in ChainUp’s operational capabilities, service offerings, and customer requirements.
• Notification: ChainUp will communicate material changes to Customers in advance of implementation through official channels.
• Version Control: Each SLA revision will be assigned a version number and effective date for reference.
• Customer Acknowledgment: Continued use of ChainUp Services following the effective date of an updated SLA constitutes acceptance of the revised terms.
10.4.Commitment to Transparency and Partnership
ChainUp values the trust and collaboration of its Customers.
Through disciplined governance, proactive risk management, and continuous service improvement, ChainUp aims to deliver a stable, secure, and evolving service environment that supports Customers’ business success.
11. Effective Date and Version Control
This Service Level Agreement (“SLA”) becomes effective on the date specified below and remains in effect for the duration of the Customer’s active Service Agreement or Subscription with ChainUp, unless superseded or replaced by a revised version issued by ChainUp.
ChainUp maintains version control of this SLA to ensure transparency and traceability of updates. Details ofthe changes are documented in the Document Revision History
This Terms and Conditions (“Terms”) and the Referral Form/Internal Referral Form (collectively known as
“Appointment”) are collectively deemed as part of the terms and conditions to govern the contractual
relationship between you and CHAINUP. It shall be effective between you and CHAINUP from Effective Start
Date upon your signing and execution of the Referral Form/Internal Referral Form. This Terms does not
require any signing and/or execution.
“business day” means a day (except Saturday, Sunday, public holidays and unscheduled holidays) on which banks and financial institutions are open for business in Singapore;
“CHAINUP” refers to CHAINUP PTE. LTD. and its affiliates and subsidiaries;
“CHAINUP’s Intellectual Property” refers to the intellectual property used on or in relation to the Products and CHAINUP’s business and the goodwill connected with CHAINUP’s business;
“CHAINUP’s Standard Supply Terms” refers to CHAINUP’s standard supply terms for each and every product supplied by CHAINUP, which may be amended from time to time, if any;
“Commission” refers to the referral fee due to you upon CHAINUP’s receipt of the relevant revenue for a Contract;
“Contract Term” refers to the ‘Contract Term’ indicated in the Referral Form/Internal Referral Form;
“day”, “week”, “month”, “year” refers to that day, week, month, year in accordance with the Gregorian calendar (any “daily”, “weekly”, “monthly”, “yearly”, “annually” shall also be construed accordingly);
“Effective End Date” refers to the “Effective End Date” defined in the Referral Form/Internal Referral Form;
“Effective Start Date” refers to the “Effective Start Date” defined in the Referral Form/Internal Referral Form;
“Appointment” refers to the contractual relationship entered into by you and CHAINUP and/or appointment made under the Referral Form/Internal Referral Form and this Terms;
“Referral Form/Internal Referral Form” refers to a document known as “Referral Form” or “Internal Referral Form” entered and executed by you and CHAINUP, which consist all material terms and specifications of your Appointment from CHAINUP;
“Party”, “Parties” refers to you and/or CHAINUP, collectively and/or respectively;
“payment term” refers to the “Payment terms” agreed by the Parties in the Referral Form/Internal Referral Form;
“Sanctions” any economic sanctions laws, regulations, embargoes or restrictive measures administered, enacted or enforced by: (i) United States government; (ii) United Nations; (iii) European Union; (iv) United Kingdom; or (v) any respective governmental institutions and agencies of any of the foregoing;
“Products” refers to the “Products” supplied by ChainUp Group as listed and agreed in the Referral Form/Internal Referral Form;
“Software Sales” referring to the sale of software products supplied and offered by ChainUp Group
2. This Terms is to be read and interpreted together with your Referral Form/Internal Referral Form.
3. In this Terms, references to “you” or “your” collectively refer to the signing party to an Referral Form/Internal Referral Form with CHAINUP.
4. Words importing singular include plural and vice versa, words importing any gender include every gender, words importing persons include bodies corporate and unincorporate and references to time shall mean Singapore time.
5. References to Clauses and other provisions herein are references to Clauses and other provisions herein and terms defined herein shall have the same meanings where used throughout your Appointment.
6. A reference to a statute or statutory provision is a reference to it as it is in force as at the date of Referral Form/Internal Referral Form and/or the last update of this Terms and shall include all subordinate legislation made as at the date of Referral Form and/or the last update of this Terms under that statute or statutory provision.
7. A reference to writing or written excludes fax but not email.
8. This Terms may be amended and/or updated from time to time and will be posted on CHAINUP’s relevant website.
9. Any capitalized terms not defined herein shall have the meanings ascribed to those in the Referral Form/Internal Referral Form and/or the Specific Terms and Conditions.
10. CHAINUP reserves all rights not expressly granted under your Appointment.
11. Any ambiguity, conflict or inconsistency between the documents comprising the Appointmnent shall be resolved in the following order of precedence: Referral Form/Internal Referral Form, Terms.
12. In the event that the Referral Form/Internal Referral Form does not contain specific provisions governing the subject matter herein, the terms and conditions set forth in this Terms shall govern and control.
Appointment
13. Authority to promote sales. CHAINUP appoints you as its non-exclusive referral agent to promote the sale of the Products on behalf of CHAINUP in accordance to this Terms and the Referral Form/Internal Referral Form, and you, upon execution of the Referral Form/Internal Referral Form, accepts the appointment as well as these Terms. Your Appointment shall only grant you the authority to refer and/or introduce any potential clients to CHAINUP’s internal teams and thereafter handled and contracted directly by CHAINUP.
14. Third party appointment. You shall only associate with, appoint or engage any third party in respect of your Appointment only on the basis of a written contract which imposes on and secures from that person terms equivalent to those imposed on you in these Terms and provided for the written approval by CHAINUP. Notwithstanding with any other terms herein, you shall at all time be fully responsible for the observance and performance by such third party of, and shall be fully liable to CHAINUP for any breach by such third party, whether or not a written contract is entered between you and such third party.
15. Freedom to appoint other intermediaries. CHAINUP shall be free to appoint other persons, firms or companies as its agent, distributor, franchisee or other intermediary for the sale of the Products or otherwise.
16. Freedom to engage in marketing and sales activities. CHAINUP shall be free to advertise, promote or whatsoever market the Products and to make offers or quotations to or negotiate with or sell the Products to any person which is not referred by you and without any obligation to pay any commission to you under your Appointment.
17. Restriction regarding competing services. You shall not, except with CHAINUP’s prior written consent, during the term of this Agreement and for a period of twelve (12) months following the termination or expiry of your Appointment, whether directly or indirectly in any manner whatsoever engage, participate, represent or whatsoever involve in any capacity with any business providing services and/or products which is competitive with CHAINUP’s lines of business or any Products.
Duties and Obligations under Your Appointment
18. You shall only be responsible for making the referral or introduction of potential clients to CHAINUP, but not including any negotiation, bargaining, contract or whatsoever dealing with such potential clients. For the avoidance of doubt, a referral of potential clients shall not include (i) any person or entity that is already a client of CHAINUP; (ii) any person or entity to which CHAINUP is currently or has in the past provided products or services; or (iii) any person or entity with whom CHAINUP is having negotiation, bargain or whatsoever discussions regarding provision of products or services. CHAINUP reserves the sole and absolute discretion to determine the validity of any referral for the purposes of this referral program.
19. Prices of Products and CHAINUP’s Standard Supply Terms. On the basis that you shall only introduce and refer potential clients to CHAINUP, you should not under any circumstances be required to discuss prices for any Products with any potential clients, unless with CHAINUP’s prior written consent. If necessary, you shall also, in the course of dealing with clients and potential clients, bring to their notice CHAINUP’s Standard Supply Terms, which will be incorporated into each sale contract signed between CHAINUP and such relevant client introduced or referred by you.
20. You shall act towards CHAINUP conscientiously and in good faith and not allow its interests to conflict with the duties that it owes to CHAINUP under your Appointment and the general law. You shall not act in a way which will incur any liabilities on behalf of CHAINUP.
21. Compliance with instructions. You shall comply with all reasonable and lawful instructions and/or requests of CHAINUP from time to time concerning the marketing and sale of the Products, and generally shall conduct yourself in such manner as it thinks best to promote the interests of CHAINUP. You shall also comply with all applicable laws in relation to your performance under your Appointment.
22. Promotion of Products. You shall use reasonable endeavours to carry out your obligations and duties in the Territory with all due care and diligence, and shall seek to improve the CHAINUP’s goodwill in the Territory. You shall act in accordance with sound commercial principles in its relations with customers and potential clients (including as to assessing, and where appropriate obtaining independent assessments of, their creditworthiness) and shall do nothing which CHAINUP considers could be prejudicial to its goodwill or commercial interests.
23. Limits on representations regarding Products. You shall not, without CHAINUP’s prior written consent, make or give any representations, warranties or other promises concerning the Products.
24. Offices and facilities. You shall maintain at your own expense appropriate offices and administration facilities and systems as may be reasonably necessary for the effective performance of its duties under your Appointment.
25. Personnel. You shall be solely and exclusively responsible for all employees, representatives or other personnel (“Personnel”) working for you to perform any of your obligations and duties under your Appointment. The Referral Form/Internal Referral Form and/or this Terms shall not under any circumstances create any employment relationship between CHAINUP and the Personnel.
26. Disputes. You shall not without prior reference to CHAINUP (and then only acting strictly on CHAINUP’s express instructions) take part in any dispute or commence or defend in any court or other dispute proceedings on behalf of CHAINUP or settle or attempt to settle or make any admission concerning any such proceedings.
27. Indemnity regarding legal compliance. You shall indemnify CHAINUP against any liabilities incurred as a result of you breaching any law from time to time in force or the incurring of which is otherwise not authorised by CHAINUP under your Appointment.
28. Final approval and pricing. You hereby acknowledge that all Products promoted hereunder will be subject to CHAINUP’s final approval and pricing.
29. You hereby acknowledge and agree that CHAINUP may modify the terms and conditions of this Terms or add or remove terms and conditions at any time. Your continued performance of obligations and duties under your Appointment following such changes constitutes your acceptance of any such modification, additions, or deletions.
Commission
30. Subject to successful referral and introduction of customer to CHAINUP, you shall only be entitled for the Commission based on the general structure and type of sales stipulated and agreed under this Terms and/or the Referral Form/Internal Referral Form unless the Referral Form/Internal Referral Form stated otherwise. For the avoidance of doubt, the Commission shall be based on actual receivables net of any applicable duties or tax, including but not limited to any withholding taxes, shipping taxes, custom duties, import taxes, value added tax and/or goods and services tax that may be applicable. The Commission payable to you shall also be inclusive of any applicable duties or tax, including but not limited to any withholding taxes, shipping taxes, custom duties, import taxes, value added tax and/or goods and services tax applicable. CHAINUP reserves all right to withhold any portion of the Commission for the tax purpose, if such is required by any law or regulation.
31. The relevant commission shall be payable to the Referral Agent only if the Referral Form/Internal Referral Form has been fully executed before the contracts with the customer are fully executed.
32. CHAINUP shall pay you the Commission at the rate and payment term to your designated bank account or digital wallet address in accordance to Referral Form/Internal Referral Form.
33. Currency of Commission. Unless stated otherwise in writing, Commission shall be paid to the you in the same currency in which the relevant revenue is received from the relevant clients.
34. Software Sales. Commission paid for Software Sales shall be based on its total payment collection of the fee of such software product during the first year only. It shall not be applicable for any type of professional service fees, including but not limited to any one-time installation fees, one-time customization fee, training fee, operation and maintenance fee and premium support. It shall also not be applicable for the annual recurring fee of renewal and any subsequent years after first year, regardless of the total duration of subscription term.
35. You shall receive commission for one Type of Sales only which is mutually exclusive. CHAINU Preserve its ultimate and absolute rights to interpret and determine the type of sales.
36.
This Specific Terms and Conditions (“STC”), the General Terms and Condition (“Terms”) and the Order Form (collectively the “Purchase”) are deemed as part of the terms and conditions to govern the contractual relationship between You and CHAINUP. It shall be effective between You and CHAINUP from Effective Date upon Your signing and execution of the Order Form to purchase the SOFTWARE-ASA-SERVICE (“SaaS”) / (“SaaS+”). This STC does not require any signing.
“Annual Fee” refers to the applicable annual fee as agreed and set forth in Order Form;
“Copy Trading” refers to an automated or semi-automated trading functionality provided by the platform whereby a user (“Copy User” or “Follower”) authorises the system to replicate, in whole or in part, the trading actions or strategies of another user or trader (“Lead Trader” or “Key Opinion Leader” / “KOL”) in the Copy User’s account, based on parameters such as trade size, leverage, asset type, margin mode, or risk ratio.
Copy Trading may involve the automatic execution of buy, sell, open, close, stop-loss, or take-profit orders in the Copy User’s account in accordance with the actions initiated by the Lead Trader, subject to system rules, market conditions, and the Copy User’s account balance, margin, and settings.
The Copy User retains full legal ownership of all assets and positions executed in their account and remains solely responsible for all profits, losses, fees, and risks arising from such replicated trades. Copy Trading does not constitute portfolio management, investment advice, or a fiduciary relationship between the Service Provider, the KOL, and the Copy User.
“Copy Trading System” refers to the system that provides for Copy Trading;
“Copy User” refers to your end users who use the Copy Trading function;
“product” refers to the product and/or software (and its specification) in relation to the SaaS or SaaS+ service and/or product in accordance to the Order Form, if any;
“service” refers to the associated service in relation to the SaaS or SaaS+ product in accordance to the Order Form, if any;
“Technical Service Fee” refers to the Technical Service Fees as agreed and set forth in Order Form;
“VPN” means Virtual Private Network.
2. This STC may be amended and/or updated from time to time and will be posted on CHAINUP’s relevant website. Your continue access and/or usage of service and/or product after such amendments and/or updates have been posted shall constitute Your agreement and consent to all of the relevant changes.
3. Any capitalized terms not defined herein shall have the meanings ascribed to those in the Order Form and/or the General Terms and Conditions.
Copy Trading
19. The Parties acknowledge and agree that the performance of copy trading is subject to execution risks, market volatility, system parameters, and user-specific account configurations. As such, outcomes between the Key Opinion Leader (“KOL”) and the Copy User may diverge materially. The following scenarios may lead to profits for the KOL and losses for the Copy User, or otherwise cause differences in trading results.
This Specific Terms and Conditions (“STC”), the General Terms and Condition (“Terms”) and the Order Form (collectively the “Purchase”) are deemed as part of the terms and conditions to govern the contractual relationship between You and CHAINUP. It shall be effective between You and CHAINUP from Effective Date upon Your signing and execution of the Order Form to purchase the DECENTRALIZED EXCHANGE – SOFTWARE-AS-A-SERVICE (“DEX SaaS”). This STC does not require any signing.
“Annual Fee” refers to the applicable annual fee as agreed and set forth in Order Form;
“Coin Pairing” refers to the functionality enabling the trading of specific cryptocurrency pairs as supported on Web3 Wallet;
“Coin Swap” refers to the functionality enabling direct token-to-token swapping of specific cryptocurrency as supported on Web3 Wallet;
“DEX SaaS” refers to the decentralized exchange software platform provided as a service, including software, APIs, and hosting infrastructure;
“DEX Wallet” refers to the Web3 Wallet service for holding crypto assets;
“product” refers to the product and/or software (and its specification) in relation to the DEX SaaS service and/or product in accordance to the Order Form, if any;
“service” refers to the associated service in relation to the DEX SaaS product in accordance to the Order Form, if any;
“Technical Service Fee” refers to the Technical Service Fees as agreed and set forth in Order Form;
“VPN” means Virtual Private Network.
2. This STC may be amended and/or updated from time to time and will be posted on CHAINUP’s relevant website. Your continued access and/or usage of service and/or product after such amendments and/or updates have been posted shall constitute Your agreement and consent to all of the relevant changes.
3. Any capitalized terms not defined herein shall have the meanings ascribed to those in the Order Form and/or the General Terms and Conditions.
Product and Payment
4. Any purchase of service and/or product shall be in accordance to the package, version and/or any other service and/or product specification set forth and agreed in the Order Form.
5. Upon receipt of payment from you, CHAINUP shall create a merchant account for you within 5 working days.
6. Unless stated otherwise under your Purchase, if you are a first-time customer of CHAINUP’s DEX SaaS, your Purchase shall consist of one (1) VPN account access for the merchant backend system of the service and/or product. For the avoidance of doubt, existing CHAINUP CEX SaaS customers shall use their existing VPN account and will not be given additional VPN account access.
7. The service start date shall be the date specified in the Project Commencement email issued by ChainUp.
8. Any other additional service fee incurred, if applicable, shall be borne by you.
9. CHAINUP shall automatically deduct Technical Service Fee, in accordance to the agreed Order Form, from Your admin balance account in the exchange backend within twenty one (21) days from the date of applicable transactions. For the avoidance of doubt, the Technical Service Fee shall be allocated as follows: eighty percent (80%) to you and twenty percent (20%) to CHAINUP. You understand and agree that such fees, upon deduction, are non-refundable.
10. The product may offer you the opportunity to purchase additional functions and/or features from within the application (“System Backend Purchase”). CHAINUP shall deduct the price of the System Backend Purchase from your admin balance account within twenty-one (21) days of activation. The said charges will be reflected as a transaction and also in the monthly invoice.
This Specific Terms and Conditions (“Terms”), the General Terms and Condition and the Order Form (collectively the “Purchase”) are collectively deemed as part of the terms and conditions to govern the contractual relationship between you and CHAINUP. It shall be effective between you and CHAINUP from Effective Date upon your signing and execution of the Order Form to purchase the relevant Web3 Wallet service and/or product. This Terms does not require any signing and/or execution.
“Annual Fee” means the annual fee payable by you for various service/product package and version for each tier as set forth in the Order Form;
“Assets” means assets owned by you which are kept, received or deposited in the Web3 Wallet, if any;
“business day” means a day (except Saturday or Sunday, public holidays and unscheduled holidays) on which banks and financial institutions are open for business in Singapore;
“CEXs” means centralized exchanges
“CHAINUP” refers to CHAINUP PTE. LTD. and its affiliates and subsidiaries;
“Contract Term” refers to the Contract Term stated in the Order Form;
“day”, “week”, “month”, “year” refers to that day, week, month, year in accordance with the Gregorian calendar (any “daily”, “weekly”, “monthly”, “yearly”, “annually” shall also be construed accordingly);
“DEXs” means decentralized exchanges;
“Effective Date” refers to the “Effective Date” as defined in the Order Form;
“General Terms and Condition” refers to the General Terms and Condition that can be found at
https://www.chainup.com/service-terms ;
“Order Form” refers to a document known as “Order Form” entered and executed by you and CHAINUP, which consist all material terms and specifications of the service and/or product that you purchased from CHAINUP;
“Party”, “Parties” refers to you and/or CHAINUP, collectively and/or respectively
“Payment Term” refers to the “Payment Terms” agreed by the Parties in the Order Form;
“Private Key” refers to a cryptographic code or string of unique characters that serves as a digital signature to grant exclusive access to digital
assets, tokens and cryptocurrencies stored within a cryptocurrency wallet, enabling the Private Key owner to initiate transactions, transfer funds, and manage assets associated with that specific wallet address on a blockchain network;
“price” refers to the price, fee, payment and/or whatsoever consideration agreed in the Order Form;
“product” refers to the product (and its product specification) in relation to the Web3 Wallet service and/or product in accordance to the Order Form, if any;
“Recovery Phrase” means collectively, the twelve word seed phrase or recovery phrase for accessing cryptocurrency in any Web3 Wallet;
“service” refers to the service (and its service specification) in relation to the Web3 Wallet service and/or product in accordance to the Order Form, if any;
“Web3 Wallet” refers to a service and/or product provided by CHAINUP which is to provide non-custodial Web3 wallet services for storing digital assets, tokens, and cryptocurrencies; the Web3 Wallet may also have additional functionality added from time to time, such as enabling users to access and link to CHAINUP or third-party CEXs, DEXs, and decentralized applications
2. This Terms is to be read and interpreted together with the Order Form.
3. In this Terms, references to “you” or “your” are collectively refers to the signing party to an Order Form with CHAINUP.
4. Words importing singular include plural and vice versa, words importing any gender include every gender, words importing persons include bodies corporate and unincorporate and references to time shall mean Singapore time.
5. References to Clauses and other provisions herein are references to Clauses and other provisions herein and terms defined herein shall have the same meanings where used throughout your Purchase.
6. A reference to a statute or statutory provision is a reference to it as it is in force as at the date of Order Form and/or the last update of this Terms and shall include all subordinate legislation made as at the date of Order Form and/or the last update of this Terms under that statute or statutory provision.
7. A reference to writing or written excludes fax but not email.
8. This Terms may be amended and/or updated from time to time and will be posted on CHAINUP’s relevant website. Your continued access and/or usage of service and/or product after such amendments and/or updates have been posted shall constitute your agreement and consent to all of the relevant changes.
9. Any capitalized terms not defined herein shall have the meanings ascribed to those in the Order Form and/or the General Terms and Conditions.
Service, Product and Payment
10. Any purchase of service and/or product shall be in accordance to the package, version and/or any other service and/or product specification set forth and agreed in the Order Form. In the event of any inconsistency between the Order Form, this Terms and the General Terms and Condition, the Order Form shall prevail this Terms and this Terms shall prevail the General Terms and Conditions.
11. Upon receipt of payment from you, CHAINUP shall create a merchant account for you in accordance with the Web3 Wallet specification in the Order Form within 5 working days. The service start date shall be the date specified in the Project Commencement email issued by ChainUp.
12. This Terms shall only be applicable for the service and/or product in relation to the Web3 Wallet service and/or product. For avoidance of doubt, in the event you have purchased other services and/or products together with the Web3 Wallet service and/or products, you shall refer to those other Specific Terms and Condition for the relevant other services and/or products
Use of Web3 Wallet by You or Your End-Users
13. You hereby acknowledge and agree that CHAINUP will not be and is not responsible for processing, managing, maintaining, and/or safeguarding any Web3 Wallets, Assets and/or any transactions in relation to the Web3 Wallets and/or Assets.
14. You hereby acknowledge and agree that CHAINUP does not have any ownership, access, custody, and/or control over any Web3 Wallets and/or Assets. You or your end-users’ own and control any Web3 Wallets and Assets held in any Web3 Wallets. The sole owner of any Web3 Wallets and Assets in any Web3 Wallets shall bear all risk of loss of such digital assets. CHAINUP shall have no liability for digital asset fluctuations or loss associated with you or your end-users’ use of the Web3 Wallets.
15. You hereby acknowledge and agree that CHAINUP does not store and is not responsible in any way for processing, storing, managing, securing and/or maintaining any seed phrases and/or private keys for any Web3 Wallets. You or your end-users are solely responsible for the retention and security of any Web3 Wallet credentials and the Recovery Phrase. The Recovery Phrase is the only way to access the cryptocurrency associated with any Web3 Wallet.
16. CHAINUP shall, without prejudice to your Purchase, ensure that (i) no less than the reasonable industry standard security procedures and technology in creating and developing the Web3 Wallet service and/or product, and (ii) the service and/or product shall be rendered in the manner in accordance with your Purchase, or, the reasonable industry standards if such is not stated expressly in your Purchase. Parties agree and acknowledge that, in relation to such creating and developing of the Web3 Wallet service and/or product, CHAINUP may unilaterally make any changes, adjustment, alterations for the purpose of this Clause.
17. CHAINUP shall use no less than the reasonable industry standard endeavours, and due care and skill in relation to the cybersecurity measures taken to maintain the cybersecurity in relation to your Purchase. As you contract directly with your end-users, you shall also be responsible for the cybersecurity measures taken in relation to your operation of the service and/or product. Parties agree and acknowledge that CHAINUP will only liable for any direct losses and damages attributable by CHAINUP’s gross negligence, fraud and/or willful misconduct.
18. If you or your end-users connect the Web3 Wallet to third party decentralized services, CEXs, DEXs, third-party websites, applications or resources, you or your end-users acknowledge sole responsibility for and assume all risk arising from the use of any third party decentralized services, CEXs, DEXs, third-party websites, applications, or resources. Third party decentralized services, such as Dapps and DEXs, may provide access to assets which have high risks of illiquidity, devaluation, lockup, or loss. CHAINUP and its affiliates shall not bear any liability, whatsoever, for any damage caused by any third party decentralized services, CEXs, DEXs, third-party websites, applications or resources. You or your end-users should use extensive care in linking Web3 Wallets with any third party decentralized services, CEXs, DEXs, third-party websites, applications or resources or providing any third-parties access to your Web3 Wallets. When using any third party decentralized services, CEXs, DEXs, third-party websites, applications or resources, you or your end-users understand that at no time are you or your end-users transferring your assets to CHAINUP.
19. You or your end-users are solely responsible for any and all gas fees or transaction costs associated with interacting, processing, executing, and validating transactions on a blockchain network. Such gas fees or transaction costs are not received by CHAINUP and so, CHAINUP cannot reverse or refund such gas fees or transaction costs.
20. Any and all transactions on a blockchain network are irreversible and final, even if such transactions are unintended or unauthorised. CHAINUP will not be and is not responsible for any transactions occurring in any Web3 Wallet, nor is CHAINUP responsible for tracing, reversing, or refunding any such transactions.
This Specific Terms and Conditions (“STC”), the General Terms and Condition (“Terms”) and the Order Form (collectively the “Purchase”) are deemed as part of the terms and conditions to govern the contractual relationship between You and CHAINUP. It shall be effective between You and CHAINUP from Effective Date upon Your signing and execution of the Order Form to purchase the BITWIND SYSTEM. This STC does not require any signing.
“Annual Fee” refers to the applicable annual fee as agreed and set forth in Order Form;
“API” means for Application Programming Interface;
“Bitwind System” refers to the name of a software program or system which provides order hedging functionalities between your designated exchanges automatically;
“exchange” refers to the digital currency assets trading platform designated by you to receive, accept and deploy the product and/or service provided by CHAINUP;
“external platform” refers to the trading platform from which coin-to-coin pair market data should be obtained for reference to operate Bitwind System;
“General Terms and Condition” refers to the General Terms and Condition that can be found at
https://www.chainup.com/service-terms ;
“product” refers to the product and/or software (and its specification) provided in the Bitwind System in accordance to the Order Form, if any;
“Secret Key” refers to the only data for account verification after you register account on exchange and applies for API, which requires your careful custody in order to avoid any loss of assets;
“service” refers to the associated service in relation to the Bitwind System in accordance to the Order Form, if any;
2. This STC may be amended and/or updated from time to time and will be posted on CHAINUP’s relevant website. Your continued access and/or usage of service and/or product after such amendments and/or updates have been posted shall constitute Your agreement and consent to all of the relevant changes.
3. Any capitalized terms not defined herein shall have the meanings ascribed to those in the Order Form and/or the General Terms and Conditions.
Product and Payment
4. Any purchase of service and/or product shall be in accordance to the function, features and/or any other service and/or product specification set forth and agreed in the Order Form. In the event of any inconsistency between the Order Form, this Terms and the General Terms and Condition, the Order Form shall prevail this Terms and this Terms shall prevail the General Terms and Conditions.
5. Upon receipt of payment from you, CHAINUP shall create a merchant account for you within 5 working days.
6. The service start date shall be the date specified in the Project Commencement email issued by ChainUp.
Service
7. CHAINUP’S provision of service is subject to your obligation to provide proper and timely preparation, integration and/or whatsoever arrangement of the necessary facilities and/or external platform. Any failure or delay of the abovementioned obligation shall not incur any liabilities against CHAINUP.
8. Any reference of value or advice provided by CHAINUP to you is not an official data nor a professional advice, you hereby acknowledge that it is solely your commercial decision on any such setting or operation. You shall indemnify CHAINUP for any losses, liabilities or whatsoever responsibilities arising therefrom.
9. Notwithstanding anything to the contrary herein, you shall bear full liability for all errors, omissions and/or configuration by you without obtaining prior advice from CHAINUP. CHAINUP does not bear any liability with regards to any performance by any third-party that is not appointed by CHAINUP.
10. Insofar as this Terms do not refer to any other capacity of you, you are irrevocably deemed to be a professional user acting in the context of your professional activities, and you are deemed to possess the relevant know-how in relation to the product and service.
11. CHAINUP is entitled to charge for any additional specification, configuration or changes to the service and/product. CHAINUP reserves its right to refuse or reject any such additional matter.
Representation and Warranty
12. By signing and executing an Order Form, you hereby represent and warrant that you will not use or operate the service and/or product provided under your Purchase, issue or cause to be issued any instructions, or use or carry out any activities in a manner that could cause CHAINUP violate any applicable laws, regulations, orders or legal requirements, any notices, directives, requirements,
guidelines or conditions issued by any regulatory or supervisory authority, including those pertaining to the prevention of fraud, money-laundering, terrorist financing and the provision of financial or other services to any person or entity which may be subjected to sanctions.
Acknowledgement of Risks
14. By signing and executing an Order Form, you understand, acknowledge and agree that the Bitwind System provided by CHAINUP under your Purchase bring along certain inherent risks and possibility of financial loss in cryptocurrency trading, including but not limited to:
This Specific Terms and Conditions (“STC”), the General Terms and Condition (“Terms”) and the Order Form (collectively the “Purchase”) are deemed as part of the terms and conditions to govern the contractual relationship between You and CHAINUP. It shall be effective between You and CHAINUP from Effective Date upon Your signing and execution of the Order Form to purchase the CHAINUP MPC Self-Custody. This STC does not require any signing.
Introduction
1. CHAINUP provides customers with physical and technological infrastructure (i.e., the MPC Wallet software that provides verification in relation to the white-label services, and the API connecting to third party digital payment token liquidity providers in relation to exchange service) (the “Services”) with greater security, ease of use, and scalability.
In addition, CHAINUP provides a full-link activity monitoring system allowing CHAINUP to automatically monitor and record all of the transaction process from start to end and ensure that all transactions are processed in accordance with the specified procedures. By using our Services, you agree to be bound by these terms. If you do not agree, please do not use our services.
Eligibility
2. By using our Services, you confirm that you are at least 18 years old and have the legal capacity to enter into these terms. You also confirm that your use of our services complies with applicable laws and regulations
Services Provided
3. Under this service, CHAINUP will provide the Services to customers, which will divide a single cryptographic key into three private key shards, each key shard holding a private set of data. Users will hold on to one key shard, while CHAINUP will hold on to the remaining two key shards. The holding on the remaining two key shards is solely for verification purposes, CHAINUP will not be involved in any transaction or transferring of DPT from one wallet to another. CHAINUP has no ability to control access to any digital payment tokens and there is no joint execution of transactions involving the digital payment tokens stored in the MPC Wallets software.
4. By default, the MPC wallet uses TRON Energy (“Energy”) and TRON Bandwidth (“Bandwidth”), together known as “Resources”, instead of traditional gas fees when processing transactions. The interaction of smart contracts requires Energy and Bandwidth, while the transfer of TRX currency only requires Bandwidth. If you do not have enough Energy or Bandwidth, TRX may be deducted to cover the cost.
If you prefer not to use the Resources, you have the option to opt out through the wallet settings. Please review your preferences to ensure they align with your intended transaction method.
Product And Payment
5. Any purchase of service and/or product shall be in accordance to the package, version and/or any other service and/or product specification set forth and agreed in the Order Form. In the event of any inconsistency between the Order Form, this Term and the General Terms and Condition, the Order
Form shall prevail this Terms and this Terms shall prevail the General Terms and Conditions.
6. Option of main chains under your Purchase is always subject to CHAINUP’s availability of such main chain. Additional charges may be required for customization and development of additional main chain, if any.
7. Upon receipt of payment from you, you must create a merchant wallet account on our portal the same day to allow us to provision the CHAINUP MPC Self-Custody wallet .
8. ‘Product Subscription Period’ and/or its applicable Minimum Fee shall always commence from the when the service is first provided, unless stated otherwise.
9. Upon signing of the Order Form, you hereby confirm your possession of one key shard. You also acknowledge that any digital assets, tokens, or cryptocurrencies stored in your wallet may become irrecoverable or inaccessible in the event of loss, misplacement, or theft of your key shard. CHAINUP shall bear no responsibility or liability whatsoever in the event of loss, misplacement, or theft of the key shard. You are responsible for obtaining your own insurance to indemnify against any loss of digital assets, tokens, or cryptocurrencies stored in your wallet.
Security Measures
16. The MPC wallets allow for the function for users to provide instructions for the DPT stored in its MPC wallet to be transmitted to another DPT wallet, as long as the user is able to authenticate the transaction using its key shard, this shall be executed between you and your end users.
17. Where appropriate, CHAINUP uses available technology to protect the security of communications made through our CHAINUP website. Do note that CHAINUP do not accept liability for the security, authenticity, integrity or confidentiality of any transactions and other communications made through our CHAINUP website. Internet communications may be susceptible to interference or interception by third parties. CHAINUP will do our best but CHAINUP cannot make any warranties that our CHAINUP website is free of infection by computer viruses or any other unauthorised software.
Custody And Control
18. While CHAINUP provide the Services, you retain ownership and control over them. CHAINUP will not use, lend, or leverage your assets for any purpose other than those specified in these terms or as instructed by you.
Transaction Processing
19. Your end user may instruct you to execute transactions involving digital assets. You shall process these transactions in accordance with your end user’s instructions, provided they comply with your security procedures and legal requirements.
Liability
20. To the maximum extent permitted by applicable law and subject to the exceptions provided below, in no event shall CHAINUP, its affiliates and service providers, or any of their respective officers, directors, agents, employers or representatives, be liable for any lost profits or any special incidental, indirect, intangible, or consequential damages, whether based in contract, tort, negligence, strict liability, or otherwise, arising out of or in connection with authorised or unauthorised use of the Services, or this Purchase, even if CHAINUP has been advised of or knew or should have known the possibility of such damages.
21. To the maximum extent permitted by applicable law and subject to the exceptions provided below, in no event shall the aggregate liability of CHAINUP, its affiliates and service providers, or any of their respective officers, directors, agents, employees or representatives, exceed the fees paid or payable to CHAINUP under this Purchase during the 6 months period immediately preceding the first incident giving rise to such liability.
22. The exclusions and limitations of liability above will not apply to CHAINUP’s fraud, wilful misconduct, or gross negligence. CHAINUP’s liability for gross negligence shall be limited to the value of the affected digital assets or fiat currency.
23. In the event of losses of customers’ digital assets arising from fraud or negligence on the part of CHAINUP, CHAINUP will act in accordance with its compensation framework. Under this framework:
24. Customers are advised to promptly report any losses and associated suspicious activity to CHAINUP’s support team through [email protected]
25. CHAINUP will investigate the matters and endeavour to provide a resolution within 30 days. In any event, CHAINUP will provide the affected customer with an update within this timeline;
26. As part of CHAINUP’s investigations into the matter, CHAINUP may contact the customer and/or any other relevant third parties for further information; and
27. If the result of CHAINUP’s investigations reveal that the claim is valid, CHAINUP will compensate the customer for any direct losses suffered by the customer in connection with CHAINUP’s fraud or negligence. Notwithstanding this, if a customer may potentially be able to make a claim under any form of insurance coverage, the customer shall not be entitled to such compensation by CHAINUP to the extent of the sum insured.
This Specific Terms and Conditions (“STC”), the General Terms and Condition (“Terms”) and the Order Form (collectively the “Purchase”) are deemed as part of the terms and conditions to govern the contractual relationship between You and CHAINUP. It shall be effective between You and CHAINUP from Effective Date upon Your signing and execution of the Order Form to purchase the Trustformer KYT & AML. This STC does not require any signing.
“Authorised Users” means Your employees, agents and independent contractors who are authorised by You to use the Services;
“Customer Data” means the data provided by You, Authorised Users, or CHAINUP on your behalf for the purpose of using the Services or facilitating your use of the Services;
“Normal Business Hours” means 10.00 am to 7.00 pm local Singapore time, each Business Day;
“Services” means the subscription services provided by CHAINUP to You under this agreement via https://kyt.trustformer.ai/or any other website notified to you by CHAINUP from time to time;
“SaaS” means Software-as-a-Service;
“User Subscriptions” means the user subscriptions purchased by You which entitle Authorised Users to access and use the Services in accordance with this agreement; and
“Vulnerability” means a weakness in the computational logic (for example, code) found in software and hardware components that when exploited, results in a negative impact to the confidentiality, integrity, or availability, and the term Vulnerabilities shall be interpreted accordingly
2. This STC may be amended and/or updated from time to time and will be posted on CHAINUP’s relevant website. Your continued access and/or usage of service and/or product after such amendments and/or updates have been posted shall constitute Your agreement and consent to all of the relevant changes.
3. Any capitalized terms not defined herein shall have the meanings ascribed to those in the Order Form and/or the General Terms and Conditions.
User Subscription
4. Subject to you purchasing the Services to permit the Authorised Users to use the Services during the Subscription Term solely for your internal business operations.
5. In relation to the Authorised Users, you undertake that each Authorised User shall keep a secure password for their use of the Services and that each Authorised User shall keep their password confidential.
6. You shall use all reasonable endeavours to prevent any unauthorised access to, or use of, the Services and, in the event of any such unauthorised access or use, promptly notify CHAINUP.
7. The rights provided herein are granted to you only, and shall not be considered granted to any of your subsidiary or holding company.
8. This agreement is effective upon the Effective Date for duration of an Initial Subscription Term and indefinitely after that (“Auto Renewal”) until termination of this agreement. Unless Parties agreed in written otherwise, term of each Auto Renewal shall be an Initial Subscription Term and shall continue one after another without any interval.
Services
9. CHAINUP shall, during the Subscription Term, provide the Services and make available to you on and subject to the terms of this agreement. The Services shall include the scope provided in the Order Form.
10. CHAINUP shall use commercially reasonable endeavours to make the Services available 24 hours a day, seven days a week, except for any maintenance carried out of that may be notified directly to customers either via email or notification by the form of announcement on its website.
11. CHAINUP will, as part of the Services, provide you with standard customer support services during Normal Business Hours.
Third Part Providers
12. You acknowledge that the Services may enable or assist you to access the website content of, correspond with, and purchase products and services from, third parties via third-party websites and that you do so solely at your own risk. CHAINUP makes no representation, warranty or commitment and shall have no liability or obligation whatsoever in relation to the content or use of, or correspondence with, any such thirdparty website, or any transactions completed, and any contract entered into by you, with any such third party. Any contract entered into and any transaction completed via any third-party website is between you and the relevant third party, and not CHAINUP. CHAINUP recommends that you refer to the third party’s website terms and conditions and privacy policy prior to using the relevant third-party website. CHAINUP does not endorse or approve any third-party website nor the content of any of the third-party website made available via the Services.
This Specific Terms and Conditions (“STC”), the General Terms and Condition (“Terms”) and the Order Form (collectively the “Purchase”) are deemed as part of the terms and conditions to govern the contractual relationship between You and CHAINUP. It shall be effective between You and CHAINUP from Effective Date upon Your signing and execution of the Order Form to purchase the Managed Services and/or Professional Services. This STC does not require any signing.
“designated platform” refers to your designated application, platform or system which requires CHAINUP’s Managed Services or Professional Services;
“Equipment” refers to the equipment set out in the Order Form
“General Terms and Condition” refers to the General Terms and Condition that can be found at www.CHAINUP.com/service-terms;
“Managed Services” refers to the recurring services to monitor or manage applications, platforms and/or systems and/or any other support services as described in a Statement of Work or Scope of Work or “SOW” attached to the Order Form;
“Professional Services” refers to the consulting, configuration, customization, implementation, project management, staff augmentation, training and/or any other support services as described in a SOW attached to the Order Form.
“product” refers to any associated product and/or software (and its specification) provided in the Managed Services and/or Professional Services in accordance to the Order Form, if any;
“service” refers to the Managed Services and/or Professional Services and/or any associated services in accordance to the Order Form;
“Software” refers to computer software operating on the Equipment in relation to which CHAINUP is to provide the Managed Services.
2. This STC may be amended and/or updated from time to time and will be posted on CHAINUP’s relevant website. Your continued access and/or usage of service and/or product after such amendments and/or updates have been posted shall constitute Your agreement and consent to all of the relevant changes.
3. Any capitalized terms not defined herein shall have the meanings ascribed to those in the Order Form and/or the General Terms and Conditions.
Services
4. The services offered by CHAINUP under this agreement will be provided on a Time and Material (i.e. Man-Day Rate) basis or Fixed Scope Fixed Price basis or subscription basis as described in an Order Form and/or SOW. These services are delivered remotely as default unless indicated as on-site with additional costs at your location.
5. Should Customer request for onsite services and CHAINUP agrees to provide such onsite services, all additional travel expenses incurred shall be borne by Customer. Customer agrees to reimburse CHAINUP for the reasonable and necessary travel expenses incurred in connection with the performance of the duties and obligations of such requests.
Third Party Providers and Authorizations
6. To ensure prompt assistance when needed, you authorize CHAINUP to work with all of your external vendors that we may require to collaborate with to provide our services. This includes, but is not limited to, your cloud service providers, Web and Domain Hosting Provider, and data repository provider (“Third Party Providers”). During the onboarding process, we will review with you to identify all the vendors you need to authorize. If we are not authorized for a specific vendor, we may, at our discretion, charge you extra for the time it takes to obtain authorization to interact with that vendor on your behalf. If you engage with any new vendors that we need to work with after this agreement begins, you agree to ensure that we are authorized to act on your behalf at the start of your relationship with the new vendor.
7. For the avoidance of doubt, Customer is responsible to engage, subscribe, manage and pay for such Third Party Providers directly for such Third Party Providers’ subscription and/or service required.
8. The Terms & Conditions of the Third Party Providers apply to the Customer directly. CHAINUP does not bear any responsibility or liability with regard to the products and services of such Third Party Providers. The Customer shall guarantee and indemnify CHAINUP for any claims by such Third Party Providers for whatever reason and the Customer shall fully indemnify CHAINUP for all costs, damages, costs and expenses that CHAINUP incurs as a result thereof,
including lawyer fees.
This Specific Terms and Conditions (“STC”), the General Terms and Condition (“Terms”) and the Order Form (collectively the “Purchase”) are deemed as part of the terms and conditions to govern the contractual relationship between You and CHAINUP. It shall be effective between You and CHAINUP from Effective Date upon Your signing and execution of the Order Form to purchase the BLOCKCHAIN REMOTE PROCEDURE CALL SERVICE (“RPC”) / (“API”). This STC does not require any signing.
“Annual Fee” refers to the applicable annual fee as agreed and set forth in Order Form;
“Monthly Fee” refers to the applicable monthly fee as agreed and set forth in Order Form;
“Product” refers to the product and/or software (and its specification) in relation to the RPC or API service and/or product in accordance to the Order Form, if any;
“Service” refers to the associated service in relation to the RPC or API product in accordance to the Order Form, if any;
“Technical Service Fee” refers to the Technical Service Fees as agreed and set forth in Order Form;
“VPN” means Virtual Private Network.
2. This STC may be amended and/or updated from time to time and will be posted on CHAINUP’s relevant website. Your continue access and/or usage of service and/or product after such amendments and/or updates have been posted shall constitute Your agreement and consent to all of the relevant changes.
3. Any capitalized terms not defined herein shall have the meanings ascribed to those in the Order Form and/or the General Terms and Conditions.
Product and Payment
4. Any purchase of service and/or product shall be in accordance to the package, version and/or any other service and/or product specification set forth and agreed in the Order Form
5. Upon receipt of payment from you, CHAINUP shall create an account for you or provide you with the details to register for an account within 5 working days. The start of the service shall be the account creation date.
6. Any other additional service fee such as communication, integration costs, additional redundancy services incurred shall be borne by you.
7. Prepayment shall be made in accordance to the agreed payment milestone in the Order Form, based on your subscribed RPC service(s).
8. For any changes to the subscribed RPC service(s), such as additional, reduction or temporarily stopping, you agree to notify in writing and obtain CHAINUP confirmation of such changes at least
7 working days prior to the said change.
9. For the avoidance of doubt, charges for the RPC Service(s) will be prorated to reflect the actual period of service provided within the month, with the final calculation to be determined by CHAINUP.
This Specific Terms and Conditions (“STC”), the General Terms and Condition (“Terms”) and the Order Form (collectively the “Purchase”) are deemed as part of the terms and conditions to govern the contractual relationship between You and CHAINUP. It shall be effective between You and CHAINUP from Effective Date upon Your signing and execution of the Order Form to purchase the Compliance As A Service (“CaaS”). This STC does not require any signing.
“CaaS” refers to the advisory and consulting services, Managed Services and/or any other support services as described in a SOW attached to the Order Form;
“Deliverable” refers to a project output agreed with you in the Order Form (“OF”) signed;
“General Terms and Condition” refers to the General Terms and Condition that can be found at www.CHAINUP.com/service-terms;
“Managed Services” refers to the applicable recurring services to monitor or manage applications, platforms and/or systems and/or any other support services as described in a Statement of Work or Scope of Work or
“SOW” attached to the Order Form;
“Product” refers to any associated product and/or software (and its specification) provided in the CaaS in accordance to the Order Form, if any;
2. This STC may be amended and/or updated from time to time and will be posted on CHAINUP’s relevant website. Your continued access and/or usage of Service and/or Product after such amendments and/or updates have been posted shall constitute Your agreement and consent to all of the relevant changes.
3. Any capitalized terms not defined herein shall have the meanings ascribed to those in the Order Form and/or the General Terms and Conditions.
Services
4. The services offered by CHAINUP under this agreement will be provided on a Time and Material (i.e. Man-Day Rate or Man-Hour Rate) basis or Fixed Scope Fixed Price basis or subscription basis as described in an Order Form and/or SOW. These services are delivered remotely as default unless indicated as on-site with additional costs at your location.
5. Unless explicitly specified in the Purchase, all fees are exclusive of expenses, which will be billed to you separately. These expenses include direct costs incurred, such as communication, travel, accommodation, subsistence, and document handling (e.g., photocopying, printing, courier services, etc), as well as administrative and technology charges allocated to the engagement.
This Specific Terms and Conditions (“STC”), the General Terms and Condition (“Terms”) and the Order Form (collectively the “Purchase”) are deemed as part of the terms and conditions to govern the contractual relationship between You and CHAINUP. It shall be effective between You and CHAINUP from Effective Date upon Your signing and execution of the Order Form to purchase the Compliance As A Service (“CaaS”). This STC does not require any signing.
“Annual Fee” refers to the applicable annual fee as agreed and set forth in Order Form;
“Assets” means digital assets, tokens or cryptocurrencies owned by You which are kept, received or deposited and custodised with CHAINUP, if any;
“General Terms and Condition” refers to the General Terms and Condition that can be found at https://www.CHAINUP.com/service-terms ;
“Product” refers to the product and/or software (and its specification) in relation to the RWA service and/or product in accordance to the Order Form, if any;
“RWA Wallet” refers to the wallet embedded within the RWA Platform that secured the Assets within a shared blockchain address that is custodised with
CHAINUP;
“Technical Service Fee” refers to the technical service fee as agreed and set forth in Order Form;
“Token Issuer(s)” means You, who is a person or entity who create and deploy a smart blockchain contract to launch a digital token;
“Token Investor(s)” means a person or entity who purchase a digital token launched by a Token Issuer;
“Token Offering” means an offer of a digital token for sale to the Token Investors by the Token Issuer
2. This STC may be amended and/or updated from time to time and will be posted on CHAINUP’s relevant website. Your continue access and/or usage of service and/or product after such amendments and/or updates have been posted shall constitute Your agreement and consent to all of the relevant changes.
3. Any capitalized terms not defined herein shall have the meanings ascribed to those in the Order Form and/or the General Terms and Conditions.
Product and Payment
4. Any purchase of service and/or product shall be in accordance to the package, version and/or any other service and/or product specification set forth and agreed in the Order Form.
5. Upon receipt of payment from You, CHAINUP shall create a merchant account for You within 5 working days.
6. Any other additional service fee such as KYC, SMS gateway charges, email or whatsoever communication incurred shall be borne by You.
7. The service start date shall be the date specified in the Project Commencement email issued by ChainUp.
8. This Terms shall only be applicable for the service and/or product in relation to the RWA service and/or product. For avoidance of doubt, in the event You have purchased other services and/or products together with the RWA service and/or products, You shall refer to those other Specific Terms and Condition for the relevant other services and/or products.
Mr. Ooi is the former Chairman of the Board of Directors of OCBC Bank, Singapore. He served as a Special Advisor in Bank Negara Malaysia and, prior to that, was the Deputy Governor and a Member of the Board of Directors.
