Frequently Asked Questions

You ask, we answer! Yup, here are all the questions we’ve been asked by customers and prospective customers – most often when trying to make a decision about audit/inspection management software. And, here are the answers – because we believe the best decision is an informed one!

A
Do You Offer Guaranteed Response Times For Any Technical Issues Raised?

Yes, as outlined in our Software Licence Agreement, material faults and failures are classified as follows:
(a) System down, system inoperative;
(b) System error, cannot complete a task or loss of data;
(c) System error, but work around possible;
(d) System productivity/usability issue.

All Corporate-level customers and customers who log class (a) faults/failures will receive immediate attention and customers who log class (b), (c) or (d) faults or failures will be provided with a time estimate to resolve the fault/failure and the work involved within 24 hours of the fault/failure being logged. Certainty Software, Inc. will use reasonable commercial efforts to correct or provide work-around solutions for reproducible material faults or failures.