Service Level Agreement

Last modified: August 30, 2021

The following SLA constitute an integral and substantial part of the Terms, as mentioned under the Enterprise Terms and Conditions

Capitalized terms used herein but not defined herein shall have the meanings set forth under Terms.


We will proactively monitor the integrity of the Gett Portal for any malfunction, failure, bug, or error.

We will remedy problems in accordance with the below or, if there is no most favoured response for a particular type of problem, as promptly as reasonably practicable.

Problem SeverityDescription of ProblemResponse TimeTarget ResolutionContact
Catastrophic· No access to the Gett Platform or server is down. 
· All product modules are non-functioning; or
· No ability to book and complete a Booking for all Your users 
30 minutes 4 hoursPhone and email
Critical· Significant impact on service delivery1 hour14 daysPhone and email
Major· Gett Platform is accessible and operational, but the functionality or user experience is substantially different or irregular; or
· Specific non-critical product modules are down; or
4 hours  N/AEmail
Minor· Non-substantial problem;
· Insignificant bugs
24 hoursN/AEmail

Please Note: Service levels for Transportation Services, i.e., individual Rides, is the responsibility of the Fleet providing the Transportation Service.