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Terms

VIDOS TERMS OF SERVICE

Last Updated 2024-01-26

1. INTERPRETATION

In these Terms of Service ("Terms") unless the context otherwise requires, the following expressions have the following meanings:

"this Agreement" means the Order Form and these Terms of Service (including any Exhibits to it) as amended from time to time;

"Business Day" means Monday to Friday other than any day which is a bank or public holiday in England;

"Confidential Information" has the meaning given in clause 5.1;

"Customer Representative" means that person included as Customer Representative in the Order Form;

"Data Protection Legislation" means the Data Protection 2018, the General Data Protection Regulation (Regulation (EU) 2016/679) as incorporated into UK legislation by way of the European Union (Withdrawal Agreement) Act 2020 and as amended by the Data Protection, Privacy and Electronic Communications (Amendments etc) (EU Exit) Regulations 2019 and all applicable Relevant Law concerning privacy, confidentiality or the processing of personal data;

"Fees" means all amounts payable to Company by Customer in connection with the Services as set out in the Order Form and payable in accordance with these terms;

"Force Majeure Event" means any event or sequence of events beyond a Party's reasonable control and which prevents it from, or delays it in, performing its obligations under this Agreement including, but not limited to, (a) fire, flood or other natural disaster; (b) war, acts of terrorism, riots; (c) adverse weather conditions; (d) law or governmental order or direction; (e) epidemic or pandemic; or (f) any contractual financial distress suffered by either Party under this Agreement, in that Party's reasonable opinion, but not including an inability of the Customer to pay any fees due under this Agreement;

"Intellectual Property Rights" means logos, trademarks, trade or business names, service marks, design rights, database rights, domain names, copyright, patents, rights to inventions, rights in goodwill or to sue for passing off, rights in designs, data base rights, rights in computer software, utility models, rights in confidential information (including know-how, trade secrets and any other similar rights), whether or not registered, and including all applications for and renewals or extensions of (and rights to apply for, renew or extend), such rights and all similar or equivalent rights or forms of protection which may now or in the future subsist in any part of the world, together in each case with the right to claim and retain damages for past, current and future infringements of such rights;

"Order Form" means the order form entered into between the Parties which details the Services the Company shall provide do the Customer;

"Personal Data" has the meaning given to it in the Data Protection Legislation;

"Parties" means Company and the Customer included in the Order Form;

"Pre-existing Intellectual Property" means any and all Intellectual Property Rights owned by, or licensed from a third party to, Company or Customer (as applicable) that are or have been created independently of this Agreement (whether prior to the date of the first Order Form entered into between the Parties for a Service or otherwise);

"Relevant Law" means the applicable laws of any jurisdiction where Services are provided;

"Services" means the services included in an Order Form, the specifications for which are described in Exhibit A, as amended from time to time;

"Service Levels" means those service levels (if any) as are set out in Exhibit B, as amended from time to time;

"Software" means the Vidos software provided to the Customer in connection with the Services;

"Subscription Term" has the meaning given to it in an Order Form; and

"Term" has the meaning given to it in clause 9.1 below.

2. SAAS SERVICES AND SUPPORT

2.1. Subject to the terms of the Agreement, Company will use commercially reasonable efforts to provide the Services to Customer during the Term.

2.2. As part of the registration process, Customer will identify an administrative user name and password for Customer’s Company account (the "Root User Account").

2.3. Customer recognises that Company is always innovating and finding ways to improve the Services with new features and services. Customer therefore agrees that the Services may change from time to time and no warranty, representation or other commitment is given in relation to the continuity of any functionality of the Service.

2.4. Subject to the terms hereof, Company will provide Customer with reasonable technical support services in all material respects in accordance with the Service Levels.

3. RESTRICTIONS AND RESPONSIBILITIES

3.1. Company hereby grants to Customer a non-exclusive, non-transferable, non-sublicensable right to access and use the Services during the Term in accordance with the Agreement, solely for Customer’s internal business purposes which, for the avoidance of doubt, shall include Customer’s use of the Software and Services for the purposes of providing certain services to its own customers.

3.2. Customer will not, and will procure that each Additional User will not, directly or indirectly (except to the extent permitted by any applicable law which is incapable of exclusion by the agreement of the parties):

3.2.1. reverse engineer, decompile, disassemble or otherwise attempt to discover the source code, object code or underlying structure, ideas, know-how or algorithms relevant to the Services or any software, documentation or data related to the Services ("Software") or any other Company Pre-existing Intellectual Property;

3.2.2. modify, translate, or create derivative works based on the Services or any Software (except to the extent expressly permitted by Company or authorised within the Services), provided such restriction shall not prevent Customer from embedding the Software into a product which it uses to service its own Customers;

3.2.3. license, sell, rent, lease, transfer, assign, distribute, display, disclose or otherwise commercially exploit the Services and any Software including, for the avoidance of doubt any works created in breach of clause 3.2.2 above (except to the extent expressly permitted by Company or authorised within the Services);

3.2.4. use the Services or any Software for timesharing or service bureau purposes or otherwise for the benefit of a third party; or

3.2.5. remove any proprietary notices or labels.

3.3. With respect to any Software that is distributed or provided to Customer for use on Customer premises or devices, Company hereby grants Customer a non-exclusive, non-transferable, non-sublicensable licence to use such Software during the Term only in connection with the Services.

3.4. Customer shall comply with all applicable technology control and export laws and regulations.

3.5. Customer represents, covenants, and warrants that Customer will use the Services only in compliance with the terms and conditions of the Agreement, and all applicable laws and regulations.

3.6. Customer hereby agrees to indemnify and hold harmless Company against any damages, losses, liabilities, settlements and expenses (including without limitation costs and attorneys’ fees) in connection with any claim or action that arises from any actual or alleged breach of the terms and conditions of the Agreement, and/or any applicable laws and regulations, or otherwise from Customer’s use of Services.

3.7. Although Company has no obligation to monitor Customer’s use of the Services, Company may do so and may prohibit any use of the Services it believes may be (or alleged to be) in violation of the Agreement.

3.8. Customer shall be responsible for configuring and integrating the Services via the web-based Dashboard or API interface (under https://vidos.id and other subdomains as may be notified to Customer from time to time) by way of account credentials (username and password or API-key) to be provided by Company to Customer upon execution of an Order Form. Customer acknowledges and understands that such account credentials are personal to the Customer and must not be shared with any third party.

3.9. Customer is solely responsible for creating and managing additional user accounts ("Additional Users") under, and in accordance with, the terms governing Customer’s account. This includes assigning appropriate permissions, whether for management or access purposes, to each Additional User. The Customer must ensure that the allocation of these permissions aligns with their operational needs and maintains the security and integrity of the Service.

3.10. Customer shall ensure that the Additional Users and Representatives on an individual basis adhere to the terms and conditions set out in the Agreement as if they were a party to this Agreement. Customer shall be solely liable to Company for any breach of this Agreement by the Additional Users and the Representatives.

3.11. Customer shall be responsible for obtaining and maintaining any equipment and ancillary services needed to connect to, access or otherwise use the Services, including, without limitation, modems, hardware, servers, software, operating systems, networking, web servers and the like (collectively, "Equipment"). Customer shall also be responsible for maintaining the security of the Equipment, Customer account, passwords (including but not limited to administrative and user passwords) and files, and for all uses of Customer account or the Equipment with or without Customer’s knowledge or consent.

3.12. Without prejudice to any other rights or remedies available to it, Company may, without liability, immediately disable Customer's account for the Services or prevent access by Customer to the Services for any breach by Customer of this Agreement.

4. CONFIDENTIALITY

4.1. Subject to clause 5.1.1, neither Party shall use or divulge or communicate to any other person (other than: (a) to those of its officers, employees, agents, consultants or professional advisers (together, a Party’s "Representatives") who need to know such information in connection with matters arising out of or in connection with this Agreement or the Services, or those whom the other Party has consented to receiving such information; (b) in connection with any dispute resolution (including in connection with any litigation between the Parties); or to comply with Relevant Law):

4.1.1. any confidential information concerning this Agreement, the products, customers, business, accounts, finance or contractual arrangement or other dealing, transactions or affairs of Customer or Company which may come to either Party's knowledge in the course of providing the Services;

4.1.2. any information concerning the Services or Customer's or Company’s operating systems; or

4.1.3. any other information belonging to a Party which might reasonably be considered to be confidential or proprietary,

(together the "Confidential Information").

4.2. The obligations in clause 5.1 shall not apply to any Confidential Information which:

4.2.1. is in or comes into the public domain other than by breach of this Agreement;

4.2.2. the receiving Party can show by its records was in possession before it received it from the disclosing Party; or

4.2.3. the receiving Party can prove it obtained or was able to obtain from a source other than the disclosing Party without breaching any obligation of confidence.

4.3. Company and Customer shall take appropriate technical and organisational measures against unauthorised access to or disclosure of any information to a third party, and against accidental loss of or damage to any information, in whatever form the information may be displayed or stored.

4.4. The provisions of this clause shall survive the expiration or termination of this Agreement.

5. PROPRIETARY RIGHTS AND INTELLECTUAL PROPERTY

5.1. Customer shall own and retain all right, title and interest in and to Customer Confidential Information and data, and shall have sole responsibility for the legality, reliability, integrity, accuracy and quality of such customer data.

5.2. Company shall own and retain all right, title and interest in and to (a) the Services and Company Pre-existing Intellectual Property Rights (including, for the avoidance of doubt, the rights to the API and DID resolution technology), all improvements, enhancements or modifications thereto, (b) any software, applications, inventions or other technology developed in connection with Services or support, and (c) all Intellectual Property rights related to any of the foregoing.

5.3. Notwithstanding anything to the contrary, Company shall have the right to collect and analyse data and other information relating to the provision, use and performance of various aspects of the Services and related systems and technologies (including, without limitation, information concerning customer data and data derived therefrom), and Company will be free (during and after the Term) to (i) use such information for the purpose of providing the Services; (ii) use such information and data to improve and enhance the Services and for other development, diagnostic and corrective purposes in connection with the Services and other Company offerings, and (iii) disclose such data solely in aggregate or other de-identified form in connection with its business. No rights or licences are granted except as expressly set forth herein.

5.4. The Services may use a combination of proprietary and Open Source software licenses to deliver a service. License details will be listed under service description license acknowledgements. Company uses reasonable endeavours to use permissive Open Source software in a manner that does not impose pass-through obligations to the Customer, although it is acknowledged that Open Source licenses are subject to change and may vary (each an "OSS change"). Company will make reasonable efforts to inform Customer of any significant OSS changes of which Company becomes aware, where such changes would be reasonably likely to affect Customer's use of the Services.

6. DATA PROTECTION AND SECURITY

6.1. Each Party shall comply with all Data Protection Legislation which apply to such Party or the Software or Services.

6.2. The Parties acknowledge that Company may process personal data relating to employees, contractors or customers of Customer (the "Customer Personal Data") on behalf of Customer in connection with this Agreement. In relation to the Customer Personal Data, Company agrees that it shall:

6.2.1. process the Customer Personal Data only on the instructions of Customer;

6.2.2. ensure that it has in place appropriate technical and organisational measures to protect against unauthorised or unlawful processing of the Customer Personal Data and against accidental loss or destruction of, or damage to, the Customer Personal Data;

6.2.3. not transfer any Personal Data outside of the UK or EEA unless appropriate protections have been put in place by Company;

6.2.4. assist Customer, at Customer's cost, in responding to any request from a data subject and in ensuring compliance with its obligations under the Data Protection Legislation; and

6.2.5. notify Customer without undue delay on becoming aware of any breach of the Customer Personal Data.

6.3. The Parties acknowledge and agree that, to the extent Customer requests Company to process Customer Personal Data, only the minimum amount of Personal Data shall be processed.

6.4. Company undertakes that any Customer Personal Data shall be encrypted at rest and handled in accordance with appropriate technical and organisational measures, and stored only as necessary for logging or troubleshooting, with mechanisms for automatic deletion or anonymisation post-retention period.

7. PAYMENT OF FEES

7.1. Customer will pay Company the Fees described in the Order Form, or such other Fee as has been agreed between the parties.

7.2. Customer acknowledges and agrees that Company shall be permitted to review and propose a reasonable increase to the Fees on each 12 month anniversary of the Subscription Term upon 30 Business Days prior notice to Customer (which may be sent by email) (an "Annual Fee Review"). In addition to an Annual Fee Review, in the event of extraordinary or unusual inflationary market pressures outside the control of Company, Company shall be permitted to increase the Fees (on no less than 30 Business Days notice and no more than once in any 12 month period (a "Fee Adjustment Notice")) in response to such market conditions; provided that, if upon receiving such Fee Adjustment Notice Customer does not agree to the relevant increase, the parties shall seek to negotiate in good faith to resolve the dispute. If the parties are not able to agree the new Fees, Company may elect to (i) leave the Fees at the then current levels, of (ii) terminate the Subscription Term early by giving Customer 30 Business’ written notice.

7.3. Customer shall be responsible for all taxes associated with Services other than applicable taxes based on Company’s net income.

7.4. Customer undertakes to pay any additional costs which may affect the price of delivering the Services as a result of changes in taxation rules.

7.5. If Customer reasonably believes that Company has billed Customer incorrectly, Customer must contact Company no later than 10 Business Days after the closing date on the first billing statement in which they believe the error or problem appeared. Inquiries should be directed to Company’s customer support department. Company shall review in good faith, and if it (acting reasonably agrees with Customer) it can offer an adjustment or credit.

7.6. Company may choose to bill through an invoice, in which case, full payment for invoices issued in any given month must be received by Company 10 Business Days after the mailing date of the invoice. Unpaid amounts are subject to interest at an annual rate of 4% over the then-current base lending rate of Barclays Bank Plc from time to time on any outstanding balance, or the maximum permitted by law, whichever is lower, commencing on the due date for payment and continuing until payment is received in full by Company, plus all expenses of collection, and may result in immediate termination of the Service.

8. TERMINATION

8.1. Both Parties agree that, subject to the terms of clause 9.2 below, the Agreement is for the Subscription Term as specified in the Order Form, and shall be automatically renewed for additional periods of the same duration as the Subscription Term (collectively, the "Term"), unless either party gives the other party at least one month’s prior written notice to terminate the Agreement at the end of the then current term. A reason for this termination does not need to be given.

8.2. Either Party shall be entitled to terminate either this Agreement immediately by notice in writing to the other Party if the other Party:

8.2.1. commits any material or persistent breach of any of its obligations under this Agreement and in the case of a breach capable of being remedied, fails to rectify such breach within 30 days of being notified to do so by the other Party;

8.2.2. has a petition (save for a frivolous or vexatious petition being disputed in good faith) presented or an order made or a resolution passed for winding up, or has an administration order made against it, or has issued a notice convening a meeting for the purposes of passing any such voluntary winding-up resolution, or has become unable to pay its debts as and when they fall due;

8.2.3. has an encumbrancer take possession of, or has receiver, administrator, administrative receiver, trustee, judicial factor or similar officer appointed over the whole or part of its undertaking, property or assets;

8.2.4. has a notice issued convening a meeting for the purpose of entering, or proposed to enter or enters into any general arrangement or composition with its creditors, or agrees or declares a general moratorium in respect of a substantial part of its debts;

8.2.5. goes into liquidation (except for the purposes of amalgamation or reconstruction and in such manner that the company resulting therefrom effectively agrees to be bound by or assume the obligations imposed under the Agreement);

8.2.6. has anything similar to any of the foregoing under law of any jurisdiction occurring to it;

8.2.7. ceases, or threatens to cease, to carry on its business or any substantial part of its business, other than a transfer of the business to another entity within that Party's Group or any other form of intra-group restructure; or

8.2.8. is guilty of any fraudulent activity, dishonesty, serious misconduct or is convicted of a criminal offence or if either Party participates in any conduct which brings Company or Customer into disrepute.

9. EFFECT OF TERMINATION

9.1. On the expiration or termination of this Agreement:

9.1.1. all rights and obligations of the Parties under this Agreement shall automatically terminate except for such rights of action as shall have accrued prior to such date of termination, and any obligations which expressly or by implication are intended to come into or continue in force on or after such expiration or termination;

9.1.2. each Party shall pay any undisputed charges or payments up to the date of expiration or termination including, for the avoidance of doubt, any undisputed Fees in relation to any Order Forms;

9.1.3. each Party shall retain the right to pursue any disputed Fees until any such dispute is settled; and

9.1.4. Company will reimburse Customer for any payments made in advance for that part (if any) of the Services no longer to be provided as a result of termination.

9.2. Termination or expiry of this Agreement for any reason shall not affect any rights or liabilities that have accrued prior to such termination or expiry or the coming into force or continuance in force of any term that is expressly or by implication intended to come into or continue in force on or after termination or expiry.

9.3. All sections of the Agreement which by their nature should survive termination will survive termination, including, without limitation, accrued rights to payment, confidentiality obligations, warranty disclaimers, and limitations of liability.

10. WARRANTY AND DISCLAIMER

10.1. Company shall use reasonable efforts consistent with prevailing industry standards to maintain the Services in a manner which minimises errors and interruptions in the Services and shall perform the Services in a professional and workmanlike manner. Services may be temporarily unavailable for scheduled maintenance or for unscheduled emergency maintenance, either by Company or by third-party providers, or because of other causes beyond Company’s reasonable control, but Company shall use reasonable efforts to provide advance notice in writing or by e-mail of any scheduled service disruption.

10.2. Company does not warrant that the Services will be uninterrupted or error free; nor does it make any warranty as to the results that may be obtained from use of the Services. Except as expressly set forth in this section, the Services are provided "AS IS" and Company disclaims and excludes from the Agreement to the fullest extent permitted by applicable law all warranties, representations, conditions and all other terms of any kind whatsoever, express or implied by statute or common law or otherwise, including, but not limited to, implied warranties of merchantability and fitness for a particular purpose and non-infringement.

10.3. To the extent Open Source software is used in connection with a Service, this is provided "AS IS", and, as such, Company disclaims and excludes from the Agreement to the fullest extent permitted by applicable law all warranties, representations, conditions and all other terms of any kind whatsoever, express or implied by statute or common law or otherwise, including, but not limited to, implied warranties of merchantability and fitness for a particular purpose and non-infringement. In addition, the Service Levels shall not apply specifically to such Open Source software.

11. LIMITATION OF LIABILITY

11.1. Nothing in the Agreement excludes the liability of either party for death or personal injury caused by its negligence, or for fraud or fraudulent misrepresentation.

11.2. Subject to clause 12.1, Company and its suppliers (including but not limited to all equipment and technology suppliers), officers, affiliates, representatives, contractors and employees shall not be responsible or liable with respect to any subject matter of the Agreement or terms and conditions related thereto under any contract, tort (including negligence), for breach of statutory duty, or otherwise: (a) for error or interruption of use of the Services or for loss, alteration, or inaccuracy or corruption of data (including Customer Data) or cost of procurement of substitute goods, services or technology; (b) for any loss (whether direct or indirect) of profits, revenue, business, or goodwill; (c) for any indirect, exemplary, incidental, special or consequential loss, costs, damages, charges or expenses; (d) for any matter beyond Company’s reasonable control (including, for the avoidance of doubt, third party services or networks, including public blockchain networks, not being available or returning invalid or non-standard data); or (e) for any amounts that, together with amounts associated with all other claims, exceed the fees paid by Customer to Company for the Services under the Agreement in the 12 months prior to the act that gave rise to the liability, in each case, whether or not Company has been advised of the possibility of such damages.

12. DISPUTE RESOLUTION

12.1. In the case of a dispute arising out of or in connection with this Agreement, the Customer Representative and a representative of Company (together, the "Senior Manager Representatives") shall make every reasonable effort to communicate and cooperate with each other with a view to resolving the dispute.

12.2. If the Senior Manager Representatives have been unable to resolve the dispute within 10 days, they will escalate the dispute to appropriate senior personnel within their organisations.

12.3. If the individuals set out in clause 13.2 are unable to resolve the dispute within 10 days, the Parties will attempt to settle it by negotiation. Nothing in this clause shall prevent either party from bringing legal proceedings.

13. MISCELLANEOUS

13.1. Company may use Customer's name, logo, and related trade marks in any of Company's publicity or marketing materials for the purpose of highlighting that Customer uses the Services, and alongside any testimonials that Customer has agreed to give.

13.2. Company shall have no liability to Customer under the Agreement if it is prevented from or delayed in performing its obligations under the Agreement by a Force Majeure Event. Company shall notify Customer of any such event and (where possible) its expected duration.

13.3. If any provision of the Agreement is found to be unenforceable or invalid, that provision will be limited or eliminated to the minimum extent necessary so that the Agreement will otherwise remain in full force and effect and enforceable.

13.4. If there is an inconsistency between any of the provisions in the Order Form and the Terms, the Order Form shall prevail, and in relation to the main body of the Agreement and the Exhibits, the provisions in the Exhibits shall prevail to the extent of the inconsistency.

13.5. The Agreement is not assignable, transferable or sublicensable by Customer except with Company’s prior written consent. Company may transfer and assign any of its rights and obligations under the Agreement without the consent of Customer.

13.6. The Agreement (including the Exhibits and any documents referred to in it) constitutes the entire agreement between the parties and is the complete and exclusive statement of the mutual understanding of the parties and supersedes and cancels all previous written and oral agreements, communications and other understandings relating to the subject matter of the Agreement. All waivers and modifications must be in a writing signed by both parties, except as otherwise provided herein.

13.7. No failure or delay by either party to exercise any right or remedy provided under the Agreement shall constitute a waiver of that or any other right or remedy, nor shall it prevent or restrict the further exercise of that or any other right or remedy.

13.8. No agency, partnership, joint venture, or employment is created as a result of the Agreement and Customer does not have any authority of any kind to bind Company in any respect whatsoever.

13.9. The Agreement does not confer any rights on any person or party (other than the parties to the Agreement), under the Contracts (Rights of Third Parties) Act 1999 or otherwise.

13.10. Applicable laws may require that some of the information or communications Company sends to Customer should be in writing. When using the Services, Customer accepts that communication with Company will mainly be electronic and Company may provide information to Customer by posting notices on the Services. All notices under the Agreement will be in writing and will be deemed to have been duly given when received, if personally delivered; when receipt is electronically confirmed, if transmitted by facsimile or e-mail; the day after it is sent, if sent for next day delivery by recognised overnight delivery service; and upon receipt, if sent by certified or registered mail, return receipt requested, provided that Company may give notice to Customer at either the e-mail or postal address Customer provides to Company, or any other way Company deems appropriate. The foregoing notice provisions do not apply to the termination of the Agreement, or to the service of any proceedings or other documents in any legal action or dispute resolution.

13.11. The Agreement and any dispute or claim arising out of or in connection with it or its subject matter or formation (including non-contractual disputes or claims) shall be governed by and construed in accordance with the law of England and Wales.

13.12. Each party irrevocably agrees that the courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with the Agreement or its subject matter or formation (including non-contractual disputes or claims).

13.13. Company has the right to revise and amend these Terms of Service from time to time. Changes to these Terms of Service are effective when they are posted on this page, and Customer will be subject to the Terms of Service in force at the time that it makes use of the Services (unless otherwise agreed by the parties in writing).

EXHIBIT A - Services

Set out below are the Services available for order by Customers. The list of Services shall be updated from time to time as new services become available or existing Services are varied.

Vidos Universal Resolver

Description:

The Vidos Universal Resolver is a robust, enterprise-grade service providing resolution of decentralized identifiers (DIDs) aligned with W3C standards. This API-driven service enables efficient and standards-compliant resolution of DIDs across supported DID methods through distinct resolver instances. Access and resolution for each resolver is controlled by comprehensive identity and access management rules. Users can configure and manage the service through an intuitive Dashboard or use the management API interface, ensuring flexibility in administration. The service is designed for seamless consumption via direct API access, facilitating easy integration into third-party applications.

Feature Definitions:

Basic Resolution: Access to standard DID resolution services suitable for a range of use cases. The Vidos Universal Resolver currently supports a broad spectrum of DID methods.
Number of Resolver Instances: Determines the number of resolver instances you can provision and run.
Additional Users: The ability to add more users to manage or access the service.
Number of Included Resolution Requests: The total number of resolution requests included per month with the service plan. Additional resolution requests are available in 1,000 increments for continued usage exceeding the monthly allowance. See pricing for further details.

The Vidos Universal Resolver is available under 3 service levels: Developer, Professional, and Enterprise.

(i) Developer

Basic Resolution: Included
Number of Resolver Instances: 1
Additional Users: Not available
Number of Included Resolution Requests: Up to 20,000

(ii) Professional

Basic Resolution: Included
Number of Resolver Instances: 3
Additional Users: Available
Number of Included Resolution Requests: Up to 250,000

(iii) Enterprise

Basic Resolution: Included
Number of Resolver Instances: Unlimited
Additional Users: Available
Number of Included Resolution Requests: Up to 1,000,000

Vidos Premium Support

Description:

Vidos Premium Support provides an additional level of technical assistance for all Vidos services, ensuring priority response and direct access to expert help. This support service is designed to offer swift and reliable solutions through multiple dedicated channels:

Email Support: Direct email access to our support team for prompt assistance with any inquiries or issues.
Web-based Helpdesk: A dedicated online helpdesk for efficient tracking and resolution of support tickets.
Dedicated Slack Channel: Exclusive access to a Slack channel connecting directly with the Vidos engineering team for specialized support and guidance.

EXHIBIT B - Service Levels

Vidos Universal Resolver

Uptime Guarantee:

The following uptime percentages apply to each tier: (i) Developer: no SLA (ii) Professional: 99.95% uptime (iii) Enterprise: 99.95% uptime

Support and Maintenance:

In the event a Customer requires technical support, the following support / maintenance and SLA response times shall apply:

(i) Developer: no SLA; (ii) Professional: Email and web-based helpdesk with 48 hours SLA; (iii) Enterprise: Email and web-based helpdesk with 24 hours SLA.

System maintenance will be carried out during scheduled maintenance windows with advanced notice.

Premium Support

Support levels per channel:

Email: 4 hour response
Web-based helpdesk: 4 hour response
Dedicated Slack channel with access to engineering team: next business day response

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INFORMATION ABOUT US AND HOW TO CONTACT US

Who we are.

The Website is operated by Mailchain Limited (trading as Vidos), a company registered in England and Wales with company number 13800307 and whose registered office is at 9th Floor, 107 Cheapside, London EC2V 6DN, United Kingdom.

How to contact us

If you have any questions or issues, you can contact us by email to: info@vidos.id or in writing to us at Mailchain Limited, 9th Floor, 107 Cheapside, London EC2V 6DN, United Kingdom.

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