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

P1

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

16h

24h

P2

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

P3

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. Reach out for a customized quote via our Support Portal or directly at [email protected]

Last updated

Was this helpful?