Standard support policy and response targets

This SLA describes Getint’s standard support service during an active paid Licence Term. It forms part of the Getint EULA. Capitalised terms not defined here have the meanings given in the EULA.

1. Contact support

1.1 Support requests may be submitted through Getint’s designated customer support portal or by email to getint@getint.io. A request is received when it enters Getint’s ticketing system.

2. Support hours and business hours

2.1 Standard Support Hours are Monday through Friday, 10:00–22:00 Europe/Warsaw time, excluding public holidays observed by Getint’s support team. The Europe/Warsaw designation automatically follows applicable daylight-saving changes.

2.2 A “Business Hour” is one hour occurring during Standard Support Hours. Initial-response and update times run only during Standard Support Hours. Getint may provide assistance outside those hours without creating an ongoing obligation.

2.3 Standard support is available in English, Portuguese and Spanish. Assignment in a preferred language depends on personnel availability and may not be possible for every request.

3. Priority, initial response and update frequency

Getint prioritises support requests according to verified business impact and urgency. Getint may change a priority where the reported impact does not match the applicable definition or as circumstances change.

3.1 An initial response is a substantive acknowledgement from Getint personnel that may include an initial assessment, a request for information, proposed next steps or an available workaround. It does not mean that the request will be resolved within the initial-response time.

3.2 An update may state that investigation continues and need not include a fix or changed resolution estimate. Update intervals pause while Getint reasonably awaits Customer information, access, confirmation or action and resume when the required cooperation is received.

3.3 Getint will use reasonable efforts to meet the targets. Delays caused by Customer, a Connected Platform, a Connector Dependency Event or another circumstance outside Getint’s reasonable control are excluded. These targets are not guaranteed resolution times, availability commitments, service-credit entitlements or refund rights.

4. What standard support includes

• Assistance with technical issues encountered during supported installation or upgrade activities.
• Troubleshooting reproducible problems directly related to Getint integrations.
• Reasonable setup and configuration guidance through the support portal, based on available Getint materials and the information supplied by Customer.
• Help identifying and applying known workarounds.
• Guidance on setting up notifications and reading available logs to track synchronisation activity.
• Sharing reasonable integration and configuration practices during onboarding and support interactions.
• Access to then-available product documentation, setup materials and knowledge-base content.

5. Outside standard support

• Product training or detailed walkthroughs beyond any expressly included onboarding.
• Custom configuration, scripting, development, integration design, data migration or data cleansing.
• Administration or correction of third-party applications, Connected Platforms, customer infrastructure, networks, firewalls, operating systems or containers.
• Requests from users without a valid licence or active paid subscription.
• Support for unsupported Getint versions or use outside the applicable Scope of Use.
• Guaranteed assistance in a language other than English, Portuguese or Spanish.

6. Customer information and cooperation

6.1 Customer should provide a clear description, verified business impact, relevant deployment type and Software version, steps to reproduce where applicable, screenshots or error messages, and relevant logs or diagnostic information that Customer may lawfully disclose.

6.2 Customer must maintain appropriate Connected Platform licences, permissions and credentials; preserve relevant logs; maintain backups for customer-controlled deployments; use a Supported Version; implement reasonable workarounds and updates; and make a qualified contact available for P1 and P2 requests.

7. Professional services

7.1 Advanced configuration, complex use cases, custom integration design, scripting, dedicated onboarding and other excluded assistance may be offered separately by Getint or an authorised partner under a written scope and applicable fees. Providing assistance once does not add it to standard support.

8. Relationship to the EULA

8.1 The EULA governs Connected Platforms, Connector Dependency Events, warranties, liability, termination, refunds and remedies. This SLA does not create an uptime warranty, availability percentage, service credit, refund, monetary remedy or guaranteed resolution time.

8.2 A signed Order Form may provide enhanced support terms. Getint may update this standard SLA for renewals and new purchases. Changes during a committed Licence Term are governed by the EULA.