At Certainty, we offer phone, email, and web conference-based support. There is a 24/7 email ticketing system that tracks, logs, and automatically notifies our support team about all support requests submitted. Our technical support team monitors all support requests 19 hours/day Monday – Friday (excluding statutory holidays) between 9:00 am European time to 7:00 pm Pacific time.
We also offer phone and web conference support between the hours of 9:00 am Eastern and 5:00 pm Pacific time.
Support is provided free of charge for all material faults/failures (system down, system inoperative; system error, inability to complete a task or loss of data; system error; system productivity/usability issue).