> 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/service-level-agreement-sla.md).

# Service Level Agreement (SLA)

When you submit a support request to Getint, our team will send an initial response based on the ticket's priority, from **4 business hours for P1** to **24 business hours for P4**. 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 09:00 to 20:00 Warsaw time (CET/CEST), excluding Polish public holidays.

### Support Team Coverage

* **Brazil:** 06:00 to 15:00 (GMT-3)
* **Venezuela:** 07:00 to 15:00 (GMT-4)
* **Poland:** 09:00 to 17:00 (GMT+1 in winter, GMT+2 in summer)

### At-a-Glance Coverage Table

<table data-search="false"><thead><tr><th>Region</th><th>Local Business Hours</th><th>Overlap with Getint Support?</th><th>Notes</th></tr></thead><tbody><tr><td><strong>US West (PT)</strong></td><td>09:00 to 17:00</td><td><strong>Partial</strong> (09:00 to 11:00)</td><td>Morning only</td></tr><tr><td><strong>US East (ET)</strong></td><td>09:00 to 17:00</td><td><strong>Strong</strong> (09:00 to 14:00)</td><td>Most of the working day</td></tr><tr><td><strong>UK (GMT/BST)</strong></td><td>09:00 to 17:00</td><td><strong>Full</strong></td><td>Full overlap</td></tr><tr><td><strong>Central Europe (CET/CEST)</strong></td><td>09:00 to 17:00</td><td><strong>Full</strong></td><td>Full overlap</td></tr><tr><td><strong>India (IST)</strong></td><td>09:00 to 17:00</td><td><strong>Partial</strong> (12:30 to 17:00 in summer, 13:30 to 17:00 in winter)</td><td>Afternoon only</td></tr><tr><td><strong>Australia (AEST/AEDT)</strong></td><td>09:00 to 17:00</td><td><strong>None</strong></td><td>Outside support hours</td></tr><tr><td><strong>Brazil (BRT)</strong></td><td>09:00 to 17:00</td><td><strong>Strong</strong> (09:00 to 15:00 in summer, 09:00 to 16:00 in winter)</td><td>Most of the working day</td></tr><tr><td><strong>Venezuela (VET)</strong></td><td>09:00 to 17:00</td><td><strong>Strong</strong> (09:00 to 14:00 in summer, 09:00 to 15:00 in winter)</td><td>Most of the working day</td></tr></tbody></table>

{% hint style="info" %}
Summer and winter refer to European daylight saving time (late March to late October).
{% endhint %}

### Time Zone Coverage Table (Overlap by Hour)

Shown for European summer time. In winter, the support window is 08:00 to 19:00 GMT.

<table data-search="false"><thead><tr><th>Time (GMT)</th><th>Brazil (BRT)</th><th>Venezuela (VET)</th><th>Poland (CEST)</th><th>US West (PDT)</th><th>US East (EDT)</th><th>UK (BST)</th><th>India (IST)</th><th>Australia (AEST)</th><th>Getint Team Online</th></tr></thead><tbody><tr><td>07:00</td><td>04:00</td><td>03:00</td><td>09:00</td><td>00:00</td><td>03:00</td><td>08:00</td><td>12:30</td><td>17:00</td><td>Poland</td></tr><tr><td>08:00</td><td>05:00</td><td>04:00</td><td>10:00</td><td>01:00</td><td>04:00</td><td>09:00</td><td>13:30</td><td>18:00</td><td>Poland</td></tr><tr><td>09:00</td><td>06:00</td><td>05:00</td><td>11:00</td><td>02:00</td><td>05:00</td><td>10:00</td><td>14:30</td><td>19:00</td><td>Poland, Brazil</td></tr><tr><td>10:00</td><td>07:00</td><td>06:00</td><td>12:00</td><td>03:00</td><td>06:00</td><td>11:00</td><td>15:30</td><td>20:00</td><td>Poland, Brazil</td></tr><tr><td>11:00</td><td>08:00</td><td>07:00</td><td>13:00</td><td>04:00</td><td>07:00</td><td>12:00</td><td>16:30</td><td>21:00</td><td>Poland, Brazil, Venezuela</td></tr><tr><td>12:00</td><td>09:00</td><td>08:00</td><td>14:00</td><td>05:00</td><td>08:00</td><td>13:00</td><td>17:30</td><td>22:00</td><td>Poland, Brazil, Venezuela</td></tr><tr><td>13:00</td><td>10:00</td><td>09:00</td><td>15:00</td><td>06:00</td><td>09:00</td><td>14:00</td><td>18:30</td><td>23:00</td><td>Poland, Brazil, Venezuela</td></tr><tr><td>14:00</td><td>11:00</td><td>10:00</td><td>16:00</td><td>07:00</td><td>10:00</td><td>15:00</td><td>19:30</td><td>00:00 (+1)</td><td>Poland, Brazil, Venezuela</td></tr><tr><td>15:00</td><td>12:00</td><td>11:00</td><td>17:00</td><td>08:00</td><td>11:00</td><td>16:00</td><td>20:30</td><td>01:00 (+1)</td><td>Brazil, Venezuela</td></tr><tr><td>16:00</td><td>13:00</td><td>12:00</td><td>18:00</td><td>09:00</td><td>12:00</td><td>17:00</td><td>21:30</td><td>02:00 (+1)</td><td>Brazil, Venezuela</td></tr><tr><td>17:00</td><td>14:00</td><td>13:00</td><td>19:00</td><td>10:00</td><td>13:00</td><td>18:00</td><td>22:30</td><td>03:00 (+1)</td><td>Brazil, Venezuela</td></tr></tbody></table>

{% hint style="info" %}
Support closes at 18:00 GMT (20:00 Warsaw time).
{% endhint %}

### Response Times

| **Criticality**                                                                                                                                                                                                                                                                                  | **Time for initial response** | **Get an update every**                                               |
| ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ | ----------------------------- | --------------------------------------------------------------------- |
| **P1**: A production integration is down or synchronization is fully blocked, with no reasonable workaround. If the investigation shows the cause is outside Getint (for example, a connected platform, permissions, or customer configuration), we continue to help and the ticket moves to P2. | 4 business hours              | 4 business hours                                                      |
| **P2**: Significant degradation in application performance or functionality that affects normal usage but does not cause a complete outage.                                                                                                                                                      | 8 business hours              | 1 business day                                                        |
| **P3**: Application issue with a moderate business impact. Functionality is impaired, but a workaround may be available.                                                                                                                                                                         | 16 business hours             | 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).                                                                                                                                                                                   | 24 business hours             | In line with individually agreed terms provided in the support ticket |

{% hint style="info" %}
Response times apply during support hours. They are initial response targets, not resolution times.
{% endhint %}

### 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 languages other 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 at the [Atlassian Marketplace](https://marketplace.atlassian.com/vendors/1218845/getint-integrations-jira-azure-devops-servicenow-salesforce-asana-monday-clickup-gitlab-and-others).
2. **Reach out for a customized quote** via our [Support Portal](https://getintio.atlassian.net/servicedesk/).

<figure><img src="https://4106311246-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-MR6Z9V8zLATPQPOGSDf%2Fuploads%2FOnOUj6gwCc4wKYxSKnr8%2FGetint%20Yellow%20Banner.png?alt=media&amp;token=aafa42a0-ae84-4e00-ac3a-a9b584543b26" alt=""><figcaption><p><a href="https://calendly.com/d/cpws-jb2-8xx/demo-call-all-team"><em>Schedule a free consultation with our Getint Integration Expert today!</em></a></p></figcaption></figure>


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