What is the difference between pay-as-you-go, self-managed, and managed service?
If customers choose to use the pay-as-you-go or self-managed plan, the Blockpass operators won't be able to access the service dashboard. As a result, the customers may experience certain limitations in terms of support and the tools that are provided, owing to the absence of access.
Object | Support | Pay-as-you-go Service | Self-Managed Service | Managed Service | Managed Service with Dedicated Operator |
Customers | Service configuration for customers |
|
✅ | ✅ | ✅ |
On-chain KYC | ✅ | ✅ | |||
Service dashboard quality assurance (Blocked cases remediation) |
✅ | ✅ | |||
Service dashboard quality assurance (Approved cases remediation) |
✅ | ||||
Service weekly report | ✅ | ||||
Basic Support |
✅ | ✅ | ✅ | ✅ | |
Priority Support | ✅ | ✅ | ✅ | ||
Dedicated Support | ✅ | ||||
AML remediation | KYC Bot | ✅ | ✅ | ✅ | ✅ |
Advanced KYC Bot | ✅ | ✅ | ✅ | ||
Feature | Deduplication | ✅ | ✅ | ✅ | |
Users | Support users with technical issues | ✅ | ✅ | ✅ | ✅ |
User data deletion support | ✅ | ✅ | ✅ | ✅ | |
Status issue checking and general advice | ✅ | ✅ | |||
Status issue checking and detailed advice | ✅ | ||||
AML remediation | ✅ |
Pay-as-you-go Service
Blockpass offers a pay-as-you-go service that allows customers to tailor their Know Your Customer (KYC) requirements using a self-service tool. Customers manually remediate profiles submitted to the service but can also choose to use the KYC Bot for auto-approval. In case of technical difficulties such as camera or wallet connection issues, users can seek support by submitting a ticket or message to https://help.blockpass.org/hc/en-us/requests/new. If users wish to remove their identity account from the Blockpass database, they can request assistance from the Blockpass Support Team.
Enterprise - Self-Managed Service
Customers who use the Enterprise-Self Managed service receive assistance from the Blockpass Team to configure the service based on their specific KYC requirements, which are provided in the Enterprise Order Form. Any changes to the service or dashboard settings that occur after onboarding must be made by the customer.
Blockpass offers Priority Support to customers. This support includes assistance with service settings, service manuals, and technical issues.
If profiles fail to pass auto-remediation, customers must manually remediate them. Both the KYC Bot and Advanced KYC Bot can be enabled for the Enterprise-Self Managed service if required.
Similar to the pay-as-you-go service, users of the Enterprise-Self Managed service receive support for technical issues and data deletion.
Enterprise - Managed Service
The Enterprise Managed Service provided by Blockpass involves configuring the service to meet the KYC requirements specified by the customer in the Enterprise Order Form submission. Customers can request changes to the configuration or dashboard settings, which we will update accordingly.
Customers who require On-chain KYC must use the Managed Service as they will not have access to the service dashboard to view user data. In such cases, customers assign the role to the Blockpass Team to ensure the verification quality of the service and to check specific profiles when necessary.
Profiles with 100% AML same name match/suspected ID result or exceeding the submission times are blocked. Blockpass's operators will manually audit BLOCKED profiles and reverse the block if they confirm the False Positive AML result or find a potential solution to fix the profile.
Both the KYC Bot and the Advanced KYC Bot have to be enabled for the provision of the Enterprise Managed Service.
In addition to technical and data deletion support, users of the Managed Service receive assistance in checking their KYC status in detail and are given instructions on the submission flow if needed.
Enterprise - Managed Service - Dedicated Operator
The Enterprise-Managed Service with a Dedicated Operator is the highest level of Blockpass' KYC packages, offering enhanced support for service settings, quality assurance, and customer/user support.
Blockpass configures the service according to the KYC requirements specified by the customer in the Enterprise Order Form submission. If customers wish to make changes to the configuration or dashboard settings, we can update them accordingly.
Customers who require a dedicated operator must register for the Managed Service, and both the KYC Bot and Advanced KYC Bot are enabled.
To provide support, a dedicated email address is created to assist users. If users raise a ticket with Blockpass, they will receive detailed assistance, and AML remediation is provided if users receive an AML 100% match result. Additionally, a weekly service report is provided to the customer, detailing KYC and support status.
On-chain KYC(™)
Definition |
A Web3 enabled product for Enterprise clients A zero-knowledge product for Businesses that do not want to collect KYC data of users but want to understand whether a crypto user has been verified. |
Supported Plan |
Enterprise Managed Service Enterprise - Managed Service with Dedicated Operator |
Supported Tool |
KYC Bot Advanced KYC Bot |
Supported Feature | Deduplication (waller address/ Identity Document number) |
Service Description |
Service setup - The process for setting up the service is that the Business will decide on the rules for KYC and Blockpass will enforce these rules on the Customer's behalf using the Dashboard. Managed Service - The Managed Service Dashboard is managed by Blockpass Team, who processes KYC verifications for the Business. Data access - The Customer is not granted access to view the underlying data of users. However, they can check the KYC status of users by using API keys. Archived - The data is usually kept in the system for one month after a single event (such as the completion of a sale), or for two months for ongoing services, after which it is archived. |
Support |
Blockpass manages all support during the process, and both On-chain KYC customers and their users receive the same level of support as an Enterprise customer based on their current Plan (Managed Service or Managed Service with Dedicated Operator). The difference is that during the period of support, Blockpass does not share any personal user data with the Customer but only provides their reference ID. On-chain KYC customers and their users receive the same level of support as an Enterprise customer based on their current Plan - Managed Service or Managed Service with Dedicated Operator. A difference is that during the period of support, in all situations, Blockpass does not share any personal data of users to the Business but their refID. |
API reference |
The following APIs are available for use with Blockpass KYC services: API Keys Creation: Use this link (https://docs.blockpass.org/docs/connect/KYCC-Console-Service-Tab-ApiKeys) to create API keys for your service account. Dashboard API: This API (https://docs.blockpass.org/docs/connect/KYCC-Dashboard-API-All) allows you to query and extract the KYC status of users. Archive Dashboard API: The archived dashboard API (https://docs.blockpass.org/docs/connect/KYCC-Dashboard-API-Archive) provides the ability to archive data in the service dashboard. |
APPENDIX
KYC Bot
Definition | Automatic system for approving user profiles based on the certificate results received in the customer's service dashboard. |
Supported Plan | All paid plans. |
Description | The system operates within the service dashboard to review all submitted profiles and opens WAITING FOR REVIEW submissions. If all certificates received are CLEAR (blue certificates), the profile is automatically approved, and a notification is sent to the user. |
Advanced KYC Bot
Definition | The automated remediation system within the customer's service dashboard which takes action to remediate user profiles flagged by Blockpass. |
Supported Plan |
Enterprise - Self Managed Service Enterprise - Managed Service Enterprise - Managed Service with Dedicated Operator |
Description |
The service dashboard has an automated system that reviews profiles flagged by Blockpass. When a certificate with a "CONSIDER" (orange) status is received, the system scans the detailed result to determine the level of risk and takes appropriate action, such as approving, rejecting, or blocking the submission. The Advanced KYC Bot adheres to rules set by Blockpass and is designed to remediate issues with identity documents, selfie image quality, name inconsistencies, and other issues such as flags or incorrect information. For AML checks, the Bot compares the names to determine a percentage match and decides whether to approve or block users. For more information about the Advanced KYC Bot, please contact sales@blockpass.org. |
Feature - Deduplication
Definition | The automatic system run by the Advanced KYC Bot to spot duplicate profiles and take remediation |
Supported Plan | Enterprise services enabled the Advanced KYC Bot |
Purpose | To prevent users from having more than 1 approved registration on the service |
Description |
The system finds duplicates in the Dashboard based on: Duplicate crypto address; Duplicate National ID document number Duplicate Passport number If there are duplicate profiles then: Keep the account that is APPROVED as original Set other duplicate accounts to BLOCK status If more than one APPROVED account set the earliest Profile as original and the later Profile as duplicate (set to BLOCK status). |
SLA | The Advanced KYC Bot runs the deduplication every 12 hours. |
Note |
The Advanced KYC Bot runs the deduplication process, which is available for both the Managed Service and Dedicated Service. If you're using the Self-Managed Service and need this feature, you should register the Advanced KYC Bot on the Enterprise Order Form. When a profile has received all the necessary certificates, it goes through the KYC verification process first and then the deduplication process later. Sometimes a profile that has already been approved or rejected may get blocked because of duplicate issues. |
Customer Support
(Working hours: 9 AM - 6 PM GMT+7)
Subject | Plan | Support channel | Description | Estimated time to get response | |
- | Free | N/A | Self-service support. | - | |
Basic Support | Pay-as-you-go Plus/ Standard | Mail Box |
Support at the basic level. Questions about service and its basic functionality. Technical issues support provided to customers and users |
Within 24 hours during working hours | |
Priority Support | Enterprise-Self Managed | Mail Box, Telegram |
Telegram group created by Blockpass for customer Support members added to the Telegram channel Support provided on a best-efforts basis outside of regular work hours Questions about service and its basic functionality Technical issue support to users |
- | Within 6 hours during working hours from the time the customer raises the query |
Enterprise-Managed | Status confirmation support provided to users | ||||
Dedicated Support | Enterprise-Managed service with Dedicated Operator | Mail Box, Telegram, Dedicated email |
Telegram group created by Blockpass for customer Support members added to the Telegram channel Support provided where possible outside of work hours? Questions about service and its basic functionality Technical issue support to users Dedicated email to support users Questions about the KYC status and issues of users are answered in detail. Manual remediation is performed based on the request of customers Bespoke KYC workflows A weekly report showing the status of KYC verification and user support side of each service Periodic review - Quality assurance review on Blocked and Approved registrations. Enhanced due diligence on users - Enhanced AML remediation is provided when there is a registration with 100% same name match. |
Usually immediately during working hours Within 3 hours during working hours from the time the customer raises the query |
|
Note: If customers have questions about upgrading your service, they should contact the Sales Department (sales@blockpass.orrg) who will be able to help you with any questions or concerns you may have about upgrading. If customers want to downgrade your service, they should contact the Operations Department (operations@blockpass.orrg) who will be able to assist you with downgrading your service. The above-indicated response time of our support team is on an all-reasonable endeavors basis, as may be reasonable under the circumstances, considering the volume of queries at the time or any other factor that may affect the timely response of our support team. Any delay in the response time shall not constitute a contractual breach of contract on the part of Blockpass. |
User Support
(Working hours: 9 AM - 6 PM GMT+7)
Subject | Plan | Support channel | Description | Estimated time to get response | |
- | Free | N/A | Directly supported by the customer | - | |
Basic Support | Pay-as-you-go Plus/ Standard | Mail Box |
Support on technical issues only Data deletion |
Within 24 hours during working hours | |
Priority Support | Enterprise-Self Managed | Mail Box |
Support on technical issues Data deletion |
Questions about the KYC status Basic instructions to update the profile if rejected (share articles). If other KYC statuses then instruct to directly contact the customer |
Within 24 hours during working hours from the time customer raises the query |
Enterprise-Managed |
Questions about the KYC status Remediate and give general advice to update the profile. |
||||
Dedicated Support | Enterprise-Managed service with Dedicated Operator | Mail Box, Dedicated email |
Support on technical issues Data deletion Quickly remediate and give detailed instructions (exact reason for the profile to be failed and guides to resubmit) to update the profile Enhanced Due Diligence - if 100% AML match (PEP categories) then give the user a chance to prove that he/she is False Positive |
Usually immediately during working hours Within 3 hours during working hours from the time the customer raises the query in the dedicated mailbox |
|
Note: The above-indicated response time of our verification support team is on an all-reasonable endeavors basis, as may be reasonable under the circumstances, considering the volume of queries at the time or any other factor that may affect the timely response of our support team. Any delay in the response time shall not constitute a contractual breach of contract on the part of Blockpass. |
Once customers have a good understanding of Blockpass, they can test or subscribe to a paid plan by referring to this article: https://help.blockpass.org/hc/en-us/articles/4403306822297-Onboarding-How-can-my-business-start-verifying-users-with-Blockpass-
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