Enhanced Support for Vendor Onboarding and Security Assessments
Getint is committed to supporting our clients through Vendor Onboarding and comprehensive Security Assessments. We understand these steps are essential for meeting your organization's compliance, procurement, and information-security requirements before an integration can go live.
Because these processes are detailed and time-intensive, often involving security questionnaires, vendor portals, due diligence forms, and review calls, Getint offers dedicated, hands-on participation for eligible customers and a tailored, scoped approach for everyone else. Our goal is a seamless path from procurement to production, where Getint not only meets but exceeds your security and compliance expectations.
Who Qualifies for Dedicated Onboarding Support
$5,000 or more
Dedicated participation in vendor onboarding and security questionnaires at no additional cost, plus up to 3 hours of onboarding support focused on setup guidance.
Below $5,000
A tailored approach: we estimate support effort based on the complexity and time demands of the requested assessment, and provide a customized quote before any work begins.
This tiering lets us give every customer a clear, fair path to onboarding while reserving deep, dedicated assessment effort for engagements where it is most needed. If your requirements fall close to the threshold, reach out. We are happy to talk through options.
What Enhanced Onboarding & Assessment Support Covers
For eligible engagements, our team can assist with:
Security questionnaires and assessment forms, completed accurately and returned within agreed timelines.
Vendor onboarding portals, including registration, supplier records, and required documentation uploads.
Due diligence and risk-review documentation, drawing on our existing security, privacy, and compliance materials.
Architecture and data-flow clarification, so your security and procurement teams understand exactly how Getint moves and stores data.
Review and follow-up calls with your InfoSec, procurement, or legal stakeholders where helpful.
For details on the underlying controls these answers are based on, see our Privacy & Security and Procurement & Legal sections.
Standard Support SLA
All licensed customers are covered by Getint's standard Service Level Agreement. Support hours are Monday to Friday, 10:00 AM to 10:00 PM CET, with coverage delivered across teams in Brazil, Venezuela, and Poland for broad overlap with US, UK, and European business hours.
P1 — Critical outage from a Getint-side issue impacting integration functionality
16 business hours
Every 24 hours
P2 — Significant degradation affecting normal usage, but not a full outage
20 business hours
Per agreed terms in the ticket
P3 — Moderate impact; functionality impaired but a workaround may exist
24 business hours
Per agreed terms in the ticket
P4 — Minimal impact; question or minor issue not affecting core functionality
24 business hours
Per agreed terms in the ticket
Premium SLAs & Enterprise Support
For organizations where integration is mission-critical, Getint offers a premium SLA as part of our Enterprise Support package. Premium SLAs deliver substantially faster first-response and resolution targets, alongside proactive communication and a direct line to the people who build the product.
Premium (Enterprise) SLA
Critical (P1)
Complete loss of service or major data sync failure with no workaround
2 business hours
Every 4 hours
1 business day
High (P2)
Major functionality impacted, no immediate workaround
4 business hours
Every business day
3–5 business days
Medium (P3)
Partial loss of functionality, workaround available
8 business hours
Every 3 business days
5–7 business days
Low (P4)
General questions, UI issues, minor bugs, or feature requests
20 business hours
As needed / upon change
Handled via roadmap
*Resolution targets are best-effort goals and may vary with complexity and the customer input required.
What's Included with Premium / Enterprise Support
Dedicated Key Account Manager (KAM): A single point of contact for renewals, escalations, roadmap updates, and strategic planning.
Dedicated Support Engineer: A technical expert who knows your setup, improving continuity and speeding resolution.
Private Slack Channel: A direct access to your support engineer and KAM for faster collaboration.
Priority Access to New Features: Early access to upcoming connectors and improvements, plus influence over release priorities.
Customer Advisory Board Invitation: Share feedback directly with our founders and product team and help shape the roadmap.
Premium SLAs and Enterprise Support are available as an add-on to your existing license or bundled with Enterprise Plans. They are an especially strong fit for customers with global teams, multiple stakeholders, strict uptime expectations, or rigorous vendor-onboarding and security-review obligations.
What's Outside the Scope of Standard Support
To keep expectations clear, the following are handled through Professional Services or a custom quote rather than standard support:
Product training or in-depth walkthroughs beyond the included onboarding.
Custom configuration or scripting.
Support for third-party apps or platforms (e.g., Jira, ServiceNow, Azure DevOps, Tempo, Xray, Insight).
Requests from users without a valid license or active subscription.
Support in languages other than English, Portuguese, and Spanish.
For advanced configurations, complex use cases, or custom integration design, see our Professional Services offering, delivered by our in-house team or trusted partners.
Ready to Get Started?
Request enhanced onboarding or a security-assessment scope, or ask for a premium SLA quote, via our Support Portal.
Start a free trial with full Enterprise functionality for 30 days through the Atlassian Marketplace.
Talk to an integration expert about your specific compliance and SLA requirements.
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