# Service Level Agreement (SLA) When you submit a support request to Getint, our team will respond within **one business day (24 business hours)**. We prioritize tickets based on urgency and impact, and we aim to resolve issues as efficiently as possible. While we strive to meet our Service Level Agreement (SLA) targets consistently, please note that response times may be affected by factors outside of our control; such as delayed customer input or third-party system disruptions. #### Business Hours and Response Time Getint’s support hours are Monday to Friday, from 10:00 AM to 10:00 PM CET. #### Support Team Coverage * **Brazil:** 06:00–17:00 (GMT-3) * **Venezuela:** 08:00–18:00 (GMT-4) * **Poland:** 09:00–17:00 (GMT+2) *** #### **At-a-Glance Coverage Table** | Region | Local Business Hours | Overlap with Getint Support? | Notes | | -------------------- | ---------------------- | ---------------------------------- | ----------------------------------- | | **US West (PST)** | 09:00–17:00 (GMT-8) | **Yes, partial** (10:00–13:00 PST) | Covered by Brazil/Venezuela morning | | **US East (EST)** | 09:00–17:00 (GMT-5) | **Yes, strong** (08:00–15:00 EST) | Nearly full overlap | | **UK (GMT/BST)** | 09:00–17:00 (GMT+0/+1) | **Yes, full** (11:00–17:00 UK) | Full coverage in the afternoon | | **Central Europe** | 09:00–17:00 (GMT+1/+2) | **Yes, full** (10:00–17:00) | Full overlap | | **India (IST)** | 09:00–17:00 (GMT+5:30) | **Partial** (13:30–17:00 IST) | Afternoon only | | **Australia (AEST)** | 09:00–17:00 (GMT+10) | **Minimal** (No real overlap) | Only an early Australian evening | | **Brazil (BRT)** | 09:00–17:00 (GMT-3) | **Yes, full** | Full overlap | | **Venezuela (VET)** | 09:00–17:00 (GMT-4) | **Yes, full** | Full overlap | *** #### **Time Zone Coverage Table (Overlap by Hour)** | Time (GMT) | Brazil (BRT) | Venezuela (VET) | Poland (CEST) | US West (PST) | US East (EST) | UK (BST) | India (IST) | Australia (AEST) | | ---------- | ------------ | --------------- | ------------- | ------------- | ------------- | -------- | ----------- | ---------------- | | 11:00 | 08:00 | 07:00 | 13:00 | 03:00 | 06:00 | 12:00 | 16:30 | 21:00 | | 12:00 | 09:00 | 08:00 | 14:00 | 04:00 | 07:00 | 13:00 | 17:30 | 22:00 | | 13:00 | 10:00 | 09:00 | 15:00 | 05:00 | 08:00 | 14:00 | 18:30 | 23:00 | | 14:00 | 11:00 | 10:00 | 16:00 | 06:00 | 09:00 | 15:00 | 19:30 | 00:00 (+1) | | 15:00 | 12:00 | 11:00 | 17:00 | 07:00 | 10:00 | 16:00 | 20:30 | 01:00 (+1) | | 16:00 | 13:00 | 12:00 | 18:00 | 08:00 | 11:00 | 17:00 | 21:30 | 02:00 (+1) | | 17:00 | 14:00 | 13:00 | 19:00 | 09:00 | 12:00 | 18:00 | 22:30 | 03:00 (+1) | | 18:00 | 15:00 | 14:00 | 20:00 | 10:00 | 13:00 | 19:00 | 23:30 | 04:00 (+1) | | **Criticality** | **Time for initial response** | **Get an update every** | | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | ------------------------------ | ------------------------------------------------------------------------------------ | |

Critical application outage caused by issues within Getint’s infrastructure (e.g., database or network), impacting integration functionality.

| 16h | 24h | |

Significant degradation in application performance or functionality that affects normal usage but does not cause a complete outage.

| 20h | In line with individually agreed terms provided in the support ticket | |

Application issue with a moderate business impact. Functionality is impaired, but a workaround may be available.

| 24h | In line with individually agreed terms provided in the support ticket | |

P4
Issue or inquiry with minimal impact on business operations (does not affect tool core functionality).

| 24h |

In line with individually agreed terms provided in the support ticket

| #### **What Getint Support Includes** * Assistance with technical issues during installation or upgrade (not end-user training). * Troubleshooting problems directly related to Getint integrations. * Guidance via the support portal on setup and configuration, based on documentation. * Help identifying and applying known workarounds. * Support in setting up **notifications, and reading logs** to track sync activity. * Sharing **integration best practices** during onboarding and support interactions. * Access to product documentation, setup guides, and knowledge base articles. * **Presales support**, including product demos and integration use case consultations. * **Up to 3 hours of onboarding support** for customers with annual contracts over **$5,000**. Our onboarding is focused on setup guidance, not training. #### **What’s Outside the Scope of 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 other languages than English, Portuguese and Spanish. #### **Professional Services** For advanced configurations, complex use cases, or custom integration design, Getint offers **Professional Services** delivered by our in-house team or trusted partners. Whether you need tailored scripting, dedicated onboarding, or long-term support, we’re here to help. Reach out to our team or explore our **partner network** to find the right solution for your organization. #### **Ready to Get Started?** Try Getint now, or talk to our integration experts about your specific use case: 1. **Start a free trial**: Explore full Enterprise functionality for 30 days 2. **Reach out for a customized quote** via our [Support Portal](https://getintio.atlassian.net/servicedesk/).