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!
Occasionally we do encounter bugs and issues – that is the nature of software. However, with Certainty, your success is of critical importance to us and to make sure you meet your project goals we offer a range of support services and tools to meet the needs of you and your team.
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 for 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.
Support is provided free of charge for all material faults/failures.
All Corporate-level customers and customers who log faults/failures relating to system inoperability or inaccess will receive immediate attention and customers who log all other 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 usable work-around solutions for reproducible material faults or failures.