Service Level Agreement

Get Connected Sustain

(Updated 5/25/2025)

SERVICE HOURS

Our Customer Experience Team is available to assist you via the Messages Widget in your Get Connected site Monday through Friday, from 8:30 a.m. to 5:00 p.m. Eastern Time, excluding national holidays.

GET CONNECTED HELP CENTER

The Help Center is accessible online 24/7, offering instant access to answers and solutions. If you have a question about your software, we recommend visiting the Help Center first for a quick and convenient resolution: https://learn.getconnectedvolunteer.com/en

INITIATING A REQUEST FOR SUPPORT

As a Site Manager, you can access support directly through the Messages Widget while logged into the software. Simply click the blue message icon in the lower right corner of your Site Manager Dashboard to connect with “Fin”, the AI chatbot. Fin will assist with your inquiry and, if needed, provide the option to wait for a support agent for further assistance.

Using chat offers the benefit of keeping all your messages organized in one place under the Messages tab for easy reference. It also provides quick access to the Help Center for additional resources.

If you are unable to access your Site Manager Dashboard, please contact us by email support@galaxydigital.com to regain access to your manager account.

For the quickest resolution, we recommend using our Messages Widget, as our support team operates on an outbound model and does not offer a direct phone line.

OPEN ZOOM ACCESS

We offer open Zoom sessions weekly, providing an interactive, hour-long opportunity for clients using the main product to receive live support. Each session is hosted by two Get Connected agents who share their screen and demonstrate solutions using an example site. Sessions typically include 1 to 15 participants and follow a Round Robin format, ensuring every attendee has the opportunity to ask questions and engage in the discussion.

INFORMATION TO INCLUDE WHEN CONTACTING OUR SUPPORT TEAM

When reaching out to our helpdesk for support, please include the following information to receive the fastest resolution:

• Your company/organization name
• A clear and detailed description of the problem or question
• The URL of the page for any pertinent pages you are viewing
• The names and email addresses of any users involved

ONBOARDING EXPERIENCE

Our onboarding team is here to help new clients set up their Sustain site and prepare for volunteer sign-ups. Below is an overview of the onboarding process:

• Login Credentials & Training Access – You will receive an email with your login credentials, allowing you to access your site before orientation. The email will also include a link to the training program to guide you through the setup process.
• Lift-Off Call with Your Onboarding Specialist – We offer a one-time, 15-minute call with your onboarding specialist to review your site and discuss the training process and setup steps.
• Orientation Sessions – We host two live orientation sessions each week, where you will learn about in-product training and how to get answers to your questions.
• Training Resources – Training is available through written guides and video tutorials covering both basic and advanced features of your site.
• Ongoing Support & Guidance – Your onboarding specialist will check in via email to track your progress. If you have any questions while setting up your site, the Messages Widget is the best way to reach your specialist for assistance.

We look forward to supporting you throughout your onboarding journey!

SERVICE DEFINITIONS

• Customer Experience Team – Our Customer Experience Team is committed to delivering expert support in Onboarding, Training, Customer Support, Communication, and Success. Each team member specializes in different aspects of our processes and software to ensure you receive knowledgeable guidance at every stage of your journey.
  
  
• Support Conversations – A support conversation is initiated when a question or request is submitted to the Customer Experience Team via the chatbot or email. We manage and track all support tickets through Intercom, our third-party ticketing system. If a ticket has not received a response or update from you, you may receive an automated follow-up email requesting additional information. In some cases, the system may automatically close the ticket if no further action is taken.
  
  
• First Reply Time – This refers to the time it takes for a Customer Experience Team member to respond to a newly submitted support request. We strive to provide an initial response within ten business hours of ticket submission.
  
  
• Outbound Support Model – Our support operates on an outbound model, meaning assistance is provided primarily through the Messages Widget (available when logged into your site). There is no direct phone line for support. To receive assistance, site managers should log in and use the chat widget located in the bottom-right corner of their screen. This model ensures efficient, high-quality support from the agents best equipped to address your needs.
  
  
• Server Uptime - Get Connected by Galaxy Digital will use reasonable efforts to make the site and data consistently available with a Monthly Uptime Percentage of at least 99.9%.
  
  
• Tools -  The Customer Experience Team may use any of the following tools to assist you:

• • Written instructions
  • Links to articles in the Help Center
  • A quick, one-time custom video
  • Production-quality instruction from our library of videos
  • Links to available trainings
    
    
• Vulnerability - A vulnerability is a weakness that could potentially offer exposure of the server operating system or application code to someone who might gain access to and exploit that user data. Our Customer Experience and Development Teams assess any vulnerabilities and categorize them as Critical, High, Medium, and Low based on our professional judgement. 
  
  
• Resolution of vulnerabilities:
  
  
  • Critical - Addressed with the highest urgency, with efforts initiated as promptly as possible
  • High - Targeted for remediation within 24 business hours
  • Medium - Targeted for remediation within 48 business hours
  • Low - Targeted for remediation within 5–7 business days
    
    
• Data Backups - To keep potential data loss to a minimum, all client data is backed up daily and kept for 6 months. Backup restores are tested every month.
  
  
• Corporate Headquarters - We are located in Asheville, North Carolina. For questions regarding accounting or business development, please call 828-575-5300. 

PAID SERVICES

Data Imports - We will provide you with the applicable import templates, which you will format your data into and return to us. A Data Specialist will then complete the data import and advise on next steps. 

Import service includes:

• User profile data 
• Sum of historical volunteer hours (single-entry, bulk-sum totals per user)

This service can be purchased for a fee of $200.00. This includes the minimum 2-hours of work time; any additional hours of work time needed to complete imports will come at an additional $75 per hour charge. Alternatively, if you anticipate needing to upload users or hours in bulk on a regular basis, we also offer Self-Import Tool Training. This will teach you how to use our import tool, and empower you to run your own imports any time you need! This tool and its related training session can be purchased for a fee of $100.

CONTRACT CANCELLATION 

Once a cancellation request is submitted in writing and is deemed to be within the terms of your contract, a Get Connected representative will notify you of your site-termination date by email. Your site will no longer be accessible after this date. If you are canceling without fulfilling the terms of the contract, an early termination fee can be applied to break the contract.: 

• $400 fee for early termination 
• $75 fee for reactivation. Once we receive this payment, you will be able to access the site for five days. 
• $135 fee for reactivation plus one hour of data retrieval work by our team.
• $100/hour will be charged for each additional hour of data retrieval work required.