> For the complete documentation index, see [llms.txt](https://docs.getint.io/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.getint.io/support-legal-and-others/procurement-and-legal/enhanced-support-for-vendor-onboarding-and-security-assessments.md).
# 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
| Annual License Value | What You Get |
| -------------------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| **$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](https://docs.getint.io/support-legal-and-others/privacy-and-security) and [Procurement & Legal](https://docs.getint.io/support-legal-and-others/procurement-and-legal) sections.
### Standard Support SLA
All licensed customers are covered by Getint's standard [Service Level Agreement](https://docs.getint.io/support-legal-and-others/service-level-agreement-sla). 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.
| Criticality | Initial Response | Update Cadence |
| ------------------------------------------------------------------------------------- | ----------------- | ------------------------------ |
| **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](https://docs.getint.io/support-legal-and-others/getints-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
| Severity | Description | First Response | Update Frequency | Resolution Target\* |
| ----------------- | ---------------------------------------------------------------------- | --------------------- | ----------------------- | ------------------- |
| **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 |
{% hint style="warning" %}
\*Resolution targets are best-effort goals and may vary with complexity and the customer input required.
{% endhint %}
#### 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](https://docs.getint.io/support-legal-and-others/professional-services) offering, delivered by our in-house team or trusted partners.
### Ready to Get Started?
1. **Request enhanced onboarding or a security-assessment scope**, or ask for a premium SLA quote, via our [Support Portal](https://getintio.atlassian.net/servicedesk/).
2. **Start a free trial** with full Enterprise functionality for 30 days through the [Atlassian Marketplace](https://marketplace.atlassian.com/vendors/1218845/getint-integrations-jira-azure-devops-servicenow-salesforce-asana-monday-clickup-gitlab-and-others).
3. **Talk to an integration expert** about your specific compliance and SLA requirements.
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