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 https://www.gett.com/il/legal/roaming/enterprise-terms-and-conditions/
Capitalized terms used herein but not defined herein shall have the meanings set forth under Terms.
SERVICE LEVELS – PLATFORM AVAILABILITY
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 Severity | Description of Problem | Response Time | Target Resolution | Contact |
|---|---|---|---|---|
| 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 hours | Phone and email |
| Critical | · Significant impact on service delivery | 1 hour | 14 days | Phone 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/A | |
| Minor | · Non-substantial problem; · Insignificant bugs | 24 hours | N/A |
Please Note: Service levels for Transportation Services, i.e., individual Rides, is the responsibility of the Fleet providing the Transportation Service.