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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!

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.

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