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!

Customer Support

Yes, with Certainty, your project data belongs to you and if you ever need your data exported or migrated elsewhere, we are here to help and can provide full and complete backups/copies of your data at any time.

Yes, this can be done using the Certainty Project Data Upload Template which is an Excel spreadsheet that will be provided to you or you can download it here. Once we have this back from you, we will upload your data into your new or existing instance of Certainty. Download here.

Yes. In fact, the Certainty app – for completing audits and inspection on your phone or device – is exceptionally easy-to-use and requires little or no user training at all.

Additionally, we can provide ‘Train the Trainer Training’ for System Administrators and User Tutorials are available online and provide step-by-step instructions on all tools in the system.

Yes, in fact, the Certainty app – for completing audits and inspection on your phone or device – is exceptionally easy-to-use and requires little or no training at all.

Training for your System Administrators can be provided online by one of our Customer Service team and typically only takes about an hour.

User Tutorials are available online and provide step-by-step instructions on all tools in the system. Also, for those that either missed initial training or want to learn more about the software, we regularly (monthly) provide ‘Best Practice Masterclasses’ that are free to attend and cover all aspects of the software on a rotating basis.

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, cannot complete a task or loss of data; system error; system productivity/usability issue).

All Corporate-level projects include 5 hours of free professional services to ensure your project is set up and running smoothly right from the start. While most customers don’t need additional professional services for their project, optional service packages are also available in blocks of 10 hours for customers needing additional help with: system configuration and administration, checklist creation, user data uploads, training or Custom Report development.

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.

We appreciated that every business has its own unique needs and that Certainty may not be the best solution for yours – which is why we offer a 30-day free trial customized with your own audit checklists and data so that you can be assured your needs will be met before you have to commit.

Implementing Certainty is a 6 or 7-step process (depending on whether you want printable checklists or not) and all Corporate-level projects include five (5) hours of free professional services from us to make sure you are up and running quickly and easily. The initial set-up of your project on our servers is done by our team and is normally done in a day or two.

The process is straightforward and outlined in our Step-by-Step Guide which you can download here.

Yes, 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 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.

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, cannot complete a task or loss of data; system error, but work around possible; system productivity/usability issue).

All Corporate-level projects include 5 hours of free professional services to ensure your project is set up and running smoothly right from the start. While most customers don’t need additional professional services for their project, optional service packages are also available in blocks of 10 hours for customers needing additional help with: system configuration and administration, checklist creation, user data uploads, training or Custom Report development.

Step-by-step User Tutorials cover all tools and functionality of the software and are available online for use/download directly from your instance of Certainty.

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.

All Corporate-level projects include 5 hours of free professional services to ensure your project is set up and running smoothly right from the start. While most customers don’t need additional professional services for their project, optional service packages are also available in blocks of 10 hours for customers needing additional help with: system configuration and administration, checklist creation, user data uploads, training or Custom Report development.

Set up of a Certainty project is a 6 or 7-step process (depending on whether you want printable checklists or not) and all Corporate-level projects come with five (5) hours of free professional services from us to make sure you are up and running quickly and easily. The initial set-up of your project on our servers is done by our Customer Services team and is normally done in a day or two. The full implementation process is outlined in our Implementing Certainty Software: Step-by-Step Guide.

No, with Certainty, your project data belongs to you and if you ever need your data exported or migrated elsewhere, we are here to help and can provide full and complete backups/copies of your data at any time.

Spend Time On Prevention
Not Paperwork

Watch our overview video to see how your organization can benefit from Certainty.

Reduce Risk, Ensure
Compliance, and Improve
Performance