Redbelly technical support and service level policies

Node operator technical support

1. Scope

The following describes the technical support services (“Technical Support”) that the Company will provide to the Subscriber.

The purpose of Technical Support is to address issues with the Platform that prevent it from performing in substantial conformance with the applicable Documentation. A resolution to such an issue may consist of a fix, workaround or other relief reasonably determined by the Company.

2. Support requests

A Support Request may be submitted via the Node Operator Support Portal.

When making a Support Request the User must provide accurate information to assist the Company to resolve the request, including but not limited to:

  • details of the issue;
  • all relevant messages;
  • the circumstances in which the issue arose; and

further information relating to the issue as may be reasonably required to solve the Support request.

3. Severity table

Each Support Request will be categorised by the Company into one of the following Severity Levels and addressed in accordance with the target times:

Severity Definition Example Target response time


Critical impact

A node is unable to join the network

1 business day


Moderate impact

  • Assessment of jailed node operator

  • Processing of a change request to a node

3 business days


Minimal impact

Configuration questions and general support

5 business days


Maintenance activities and updates

  • New functionality

  • Changes to user interfaces

Product roadmap


4. Exclusions

The Company is not required to provide resolutions in relation to matters that are considered to be assumed knowledge for an experienced node operator to successfully set up their node. This includes sufficient working knowledge of the following subjects:

  1. Domain Name System (DNS) as to be able to set up a DNS for their node
  2. Chosen cloud platform (e.g. GCP, AWS, Azure etc) as to be able to:
    1. Instantiate and configure a server that meets the Redbelly’s technical requirements
    2. Set up the networking infrastructure (i.e. VPN, firewall) required to secure the server and ensure it is accessible by the rest of the network
  3. Operating Systems and virtualisation as to be able to:
    1. Setup a node on a bare metal server from scratch (assuming that this is the path chosen by the node operator)
    2. Set up the networking infrastructure (i.e. VPN, firewall) required to secure the server and ensure it is accessible by the rest of the network
  4. Linux and its Command-Line Interface (CLI) as to be able to:
    1. Remotely connect to a node from the local device
    2. Securely copy files from the local device onto a remote node
    3. Edit and save a file
    4. Update file ownership and permissions
    5. Move and copy a file from one location to another within the node
  5. Secure Socket Layer (SSL) and SSL server certificate as to be able to install a certificate on a node and test the validity of the certificate
  6. Commonly used EVM based wallets (e.g. Metamask) as to be able to configure them to connect to a new network.

Note that the company reserves the right to amend the above from time to time without prior notice.