Overview about the Blockpass Service Plans and Support

Basic Support

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.

Enterprise Managed Service

Enterprise - Managed Service with Dedicated Operator

KYC Bot

Advanced KYC Bot

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.

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.

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. 

Enterprise - Self Managed Service

Enterprise - Managed Service

Enterprise - Managed Service with Dedicated Operator

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.

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

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.

Support at the basic level. Questions about service and its basic functionality.

Technical issues support provided to customers and users

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

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.

Support on technical issues only

Data deletion

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 

Questions about the KYC status

Remediate and give general advice to update the profile.

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