This page provides information on cryptact’s policy for supporting DeFi transactions.
Table of contents:
1. Support Level
| Support Level | Information | Priority |
| Priority Support | We generally aim to handle the support requests within approximately two weeks. Cases of higher importance will be given priority. | High |
| Standard Support | We generally aim to handle the support requests within approximately three months. As cases are handled in sequence, it may take some time. | Middle |
| Limited Support | We cannot guarantee individual support. Guidance will be provided as needed and within the scope possible. | Low |
The above timeframes are provided as general guidelines. Actual response times may vary depending on the nature and volume of inquiries. We kindly ask for your understanding in advance.
2. Support Policy
2.1 Overview
To provide the best possible service to a wider range of users, we classify support levels into three support levels based on blockchain usage, stability, and infrastructure reliability.
Each level differs in terms of the scope of automation, response speed, and range of features provided.
2.2 Details of Each Support Level
- Priority Support
This is the highest level of support. We actively respond to new smart contracts and DeFi protocols, and support requests from customers are handled with the highest priority.
Currently supported chains:
- Avalanche
- Arbitrum
- Base
- Bitcoin
- BNB Smart Chain (BSC)
- Ethereum
- Optimism
- Polygon
- Standard Support
We maintain existing support and add new smart contract support as needed. However, compared to Priority Support, it may take longer to process requests.
Currently supported chains:
Astar
Berachain
Blast
Solana
Soneium
Sonic
Sui
Unichain
zkSync Era
-Limited Support
Automation is kept to a minimum, and new smart contracts will not be supported. For “Unclassified (To classify)” transactions, customers are required to manually select the transaction type.
Currently supported chains:
- Abstract
- Celo
- Fantom
- Flare
- Gnosis
- HyperEVM
- Linea
- Mantle
- Oasys
- Plasma
- Polygon zkEVM
- Scroll
- Sei
- Oasys verses (MCH Verse, HOME Verse)
- World
2.3 Deprecation Policy
Chains with a low number of users, low infrastructure reliability, or high maintenance costs may be subject to deprecation.
After deprecation, automatic synchronization will no longer be available. However, manual reflection is possible by using the custom file upload feature.
If you have any questions regarding the above support policy, please contact us via the “Support” button located at the bottom right of this Help Center page.