Are there any Service Level Agreement (SLA) limitations for issues arising from third-party integrations with the Certain platform?

✅ YES — Certain disclaims SLA obligations for third-party integrations and for services accessed through its Web Services/API framework.

Supporting details:

• The Certain Product Support policy states: “For these integrations and for services accessed through Web Services, Certain shall not have SLA obligations.” Certain Product Support
• The policy also defines “Nonqualified Products” (customer- or third‑party‑provided programming/infrastructure) for which Certain has no support obligations and may charge time-and-materials if it provides assistance. API configuration and custom HTML are explicitly excluded from Product Support coverage. Certain Product Support
• Web Services terms are referenced for API-related integrations: Web Services Terms.

Which third‑party integration or specific issue are you working with so I can point to the most relevant guidance?