Service Expectations, Support & Revisions
What users can expect from publishing cadence, support, incident handling, corrections and planned service changes.
Support
Primary contact: support@urdatlas.com. Public reply target: 2–4 business days. Credible security reports have a separate acknowledgement target documented at Responsible Disclosure.
For a production-impacting data/API report, include chain, observation date, endpoint/path, returned status/error, and enough detail to reproduce the issue without sharing secret credentials.
Daily publication windows
Primary production windows are approximately 08:00 and 20:00 Europe/Oslo. Scheduler catch-up checks run after each primary window so a missed GitHub scheduled trigger does not depend on one single cron event. Catch-up checks should not start duplicate heavy pipeline runs when the relevant window has already published.
These are operating targets, not a contractual timestamp SLA. Bitcoin/Ethereum are expected around a one-day observation lag; Arbitrum/Base around seven days, subject to upstream source availability.
Incident classes
- Freshness/upstream: no sufficiently new upstream source day exists.
- Publication: expected artifact missing, malformed, stale beyond policy or inconsistent with the published methodology.
- Access/billing: entitlement or customer-portal behavior is incorrect.
- Security/privacy: suspected unauthorized access, credential exposure or personal-data/security incident.
These classes are communicated separately so an upstream data delay is not mislabeled as a security incident and a failed pipeline is not represented as a successful publication.
Corrections and revisions
Corrections affecting archived artifacts should produce a changelog/correction entry stating the affected chains/dates/fields, whether methodology changed, whether historical files were regenerated and whether customers should re-pull cached artifacts.
See Methodology Changelog, Provenance & Revisions and Versioning.
Planned wind-down
For a planned permanent discontinuation, Urd Atlas targets at least 30 calendar days' notice where reasonably practicable and a reasonable export window for active subscribers to retrieve data within their current entitlement. Already lawfully downloaded subscriber files remain subject to the retention and license terms in the Terms of Service.
Fit
Urd Atlas is not an intraday execution feed. It is designed for descriptive regime conditioning, monitoring, historical segmentation, reporting and data/model workflows where a daily or slower chain-specific context layer is appropriate.