Certain Product Support Services.
US business hours are Monday–Friday, 5:00 AM to 6:00 PM PST. Certain customers may submit a request via the support portals or email help@certain.com.
Email Support
Platform Support: http://platform-support.certain.com/
Touchpoint support portal: https://touchpoint-support.certain.com/hc/en-us
General support email: help@certain.com.
Support requests for Certain’s various products may be submitted using the Support / Help pages of Certain’s products.
Other, non-product related issues and requests may be directed via the customer’s Account Executive or Customer Success Manager, depending on the customer’s Support Level.
Certain Product Support Services are intended to be used post-implementation. Certain Product Support Services help answer general questions pertaining to the use of Certain’s SaaS Application. Certain Product Support Services provide maintenance and support for errors and defects encountered when using the SaaS Application.
Certain Product Support Services are provided under the terms of the Master Services Agreement. Certain reserves the right to change this Product Support Services Level Agreement (the “SLA”) with reasonable notification to customers.
1. Overview
Certain provides several support levels based on the various needs of Certain customers. Certain customers may identify their support level by contacting their Account Executive or Customer Success Manager.
2. Product Support Services
Certain provides Product Support s, features and functions. Certain Product Support Services perform basic actions. Certain Product Support Services include using the reporting engine. Certain Product Support Services include email function. Certain Product Support Services include editing and viewing registration data.
Certain Product Support Services integrate with marketing automation. Certain Product Support Services include documentation clarification. Certain Product Support Services include all activities related to setting up and configuring events, mobile, check-in, forms and websites.
Certain Product Support Services representatives will respond to service requests during stated Support Hours.
Certain Product Support Services specifically exclude event design and building. Certain Product Support Services specifically exclude training services. Certain Product Support Services specifically exclude performance optimization. Certain Product Support Services specifically exclude custom software development. Custom software development includes updates and ongoing communication on enhancement requests.
Support of custom HTML is excluded from Product Support Services coverage. Custom HTML is a 3rd party component within the software. Support of API configuration is excluded from Product Support Services coverage. API configuration is considered design & build services. Design & build services are not covered under the Product Support agreement.
Certain support agents will direct excluded requests to Certain’s Professional Services team.
3. Support Services
Certain provides Technical and Customer Support Services during stated Support Hours.
Customers may submit Customer Support requests via the channels noted above.
Certain Customer Support Services representatives will respond to such requests during Support Hours.
4. Classification of Customer Support Requests
Upon receipt of a Customer Support Request, Certain shall promptly investigate whether an Error exists and is reproducible. If an Error exists and is reproducible, Customer and Certain shall mutually and in good faith establish an agreed-upon severity level.
Severity corresponds to priority and urgency in delivering a product fix.
Each Customer Support Request is classified in accordance with its Severity level as defined below.
Severity: The Severity level assigned to an escalation ticket indicates the urgency for fixing it. The higher the Severity, the greater the urgency. Severity levels rank from “Low” to “Urgent”. The initial assignment of Severity will be determined by the customer in the form of a ticket “Priority”. Further assessment of Severity will be determined by business and technical impact. Further assessment of Severity will also be determined by the presence of a viable alternative solution. The final determination of the Severity level remains with Certain.Severity 1 – URGENT: Major Business Impact Blocking the production of an event
This severity implies a serious defect at a crucial time that would have a critical impact on the success of a live event.
The following factors could lead to a ticket being categorized as a Severity Level 1:
- A programming error or unrecoverable failure causing a total system shutdown.
- An urgent error or failure for a critical system function at a crucial time in event production where an alternative configuration is unavailable.
- An error resulting in unrecoverable data loss.
- Missing major functionality with no viable alternative solution.
- A programming error preventing registrants from moving forward or completing an action, with no alternative solution/event configuration available.
Severity 2 – HIGH: Major Business Impact but does Not Prevent Event Progress
This severity level indicates a significant impact on business operations. This severity level does not completely halt event proceedings.
The following factors could lead to a ticket being categorized as a Severity Level 2:
- An error in or failure of a critical system function at a crucial time in event production where an alternative solution is available.
- Missing major functionality with a viable alternative solution.
- An error preventing users from moving forward or completing an action. However, a viable alternative solution is available.
Severity 3 – NORMAL: Functional Error with Minimal Impact or for Which There is a Viable Alternative Solution
This severity causes minimal or no delays with the production of an event.
The following factors could lead to a ticket being categorized as a Severity Level 3:
- An error in or failure of functionality that is not critical to the production of an event, therefore does not have major business implications for the customer.
- A programming error when deviations from the documentation exist but the application is still usable. The functionality of the application is not impaired. There is no material impact on the user.
- Delays or nuisances that could be considered a hang condition although the system recovers. This includes slight performance issues.
Severity 4 – LOW: Cosmetic in nature or a functional error for which there is an acceptable workaround
This severity causes no delays in product shipment or scheduling.
The following factors could lead to a ticket being categorized as a Severity Level 4:
- Lack of complete “Help” support in the user interface, including unclear, missing or misleading user documentation.
- A cosmetic error, such as spacing or padding.
- Lack of user-friendly or intuitive operation.
- Misspellings in user interface, on-line help, or documentation.
5. Programming Error Response and Repair Times
Certain will provide an alternative solution fix or correction “repair” for reported programming errors as soon as commercially practical.
If an immediate resolution for a programming error is not available, Certain will respond within the timelines stated in the summary of Support in Section 1 above as follows:
- Resolution may be either the supply of an actual fix (for Severity 1 issues). Resolution may also be Customer agreement in writing of the projected release in which the fix will be delivered.
- Certain will consider an issue request resolved if 10 business days have passed without Customer acknowledgement of the proposed resolution.
- A Customer may open a follow-up ticket if a request was resolved due to unresponsiveness.
- Escalation may be requested by a customer. The appropriate manager will contact the Customer to discuss and work out a plan for resolution.
6. Nonqualified Products
Certain shall have no support obligations for errors that are the result of programming or infrastructure provided or used by Customer or Customer’s users that is not part of the SaaS Application (“Nonqualified Products”).
A program error is a problem caused by:
- the Customer’s use of Nonqualified Products
- the performance or non-performance of the Internet
- defective content
If Certain provides support services for a problem caused by Nonqualified Products, or if Certain’s service efforts are increased as a result of Nonqualified Products, Certain may, upon notification to the Customer, charge the Customer for time and materials for such extra services at its then-current rates.
Certain may, upon notification to the Customer, remove the Nonqualified Products. The customer shall remove Nonqualified Products at the customer’s own expense within a commercially reasonable amount of time.
The Customer shall remain solely responsible for the compatibility and functioning of Nonqualified Products with the SaaS Application.
7. Third Party Exceptions
Certain offers a number of third-party integrations. Certain offers customer access to the Certain Web Services API Framework.
For these integrations and for services accessed through Web Services, Certain shall not have SLA obligations.
The Web Services can be found at: https://developer.certain.com/api2docs/termsofuse.
8. Customer's Responsibilities
Before contacting Certain for Product Support Services, Professional Support Customers agree to make their best effort to find an answer using self-service options.
Self-service options include online help files. Self-service options include self-playing tutorials. Self-service options include knowledge base. Self-service options include user guides.
Professional Support Customers agree to maintain Nonqualified Products and associated peripheral equipment in good working order.
Professional Support Customers agree to supply Certain with access to and use of all information and facilities reasonably determined by Certain to be necessary to render support services.
Professional Support Customers agree to perform any tests or procedures recommended by Certain.
Professional Support Customers agree to follow routine operator procedures as specified in the SaaS Application documentation at all times.
Professional Support Customers agree to ensure the SaaS Application is isolated from any process links or anything else that is reasonably likely to cause harm before requesting or receiving remote support assistance.
Professional Support Customers agree to provide all internal technical support for the use of the SaaS Application by Customer users.
9. Maintenance Services
Certain shall provide or cause to be provided enhancements, modifications, updates, corrections, or a subsequent release or version of the SaaS Application that Certain generally makes available.
10. Maintenance Windows
Certain will establish maintenance windows during which time Certain may take down the SaaS Application to conduct routine maintenance.
Routine maintenance shall not exceed three (3) hours per month.
Certain will provide a minimum of fourteen (14) days’ notice of scheduled or non-routine maintenance.
Certain’s regular scheduled maintenance occurs from 9:00 PM to 11:59 PM Pacific Standard Time.
11. Availability
Certain will take adequate measures to provide SaaS Application availability of 99.5% for Certain Event Intelligence (CEI) and 99.9% for all other applications.
Unscheduled downtime maximum is 43.8 minutes per month.
Support Levels
| Support Levels | Silver | Gold | Platinum | | --- | --- | --- | --- | | Customer Support Hero (CSH) | — | — | Case management of tickets logged via inbound channels; prioritized case queuing and escalation process; regular support issue reviews to facilitate case resolution. | | Help Center support | ✔ | ✔ | ✔ | | Email support | ✔ | ✔ | ✔ | | Initial Response SLA | | | | | Severity 1 URGENT | 1 Hour | 1 Hour | 1 Hour | | Severity 2 HIGH | 4 Business Hours | 2 Business Hours | 2 Hours | | Severity 3 NORMAL | 1 Business Day | 1 Business Day | 4 Business Hours | | Severity 4 LOW | 2 Business Days | 2 Business Days | 1 Business Day |