What support options are available?
**What support options are available?**
Brief answer: Certain offers self‑service resources (Help Center/Knowledge Base, tutorials, user guides), learning (Certain Academy), developer resources (Developer Space), in‑app access to support, and paid Product Support (email Help Center support with tiered Silver/Gold/Platinum levels and SLAs/availability commitments). [Certain Product Support](https://certain.com/support) and the Support site explain how to access these options.
Details
- How to access support
- In the Certain app click the Help icon (top right) → Support to reach the Support site and Help Center. [Certain Support](https://platform-support.certain.com/hc/en-us/articles/30774220507287)
- Self‑service and learning
- Knowledge Base / Help Center (product docs, user guides, tutorials, best practices). [Certain Support](https://platform-support.certain.com/hc/en-us/articles/30774220507287)
- Certain Academy for training and platform best practices. [Certain Support](https://platform-support.certain.com/hc/en-us/articles/30774220507287)
- Developer Space with API docs and code samples for integrations. [Certain Support](https://platform-support.certain.com/hc/en-us/articles/30774220507287)
- Direct support and tiers
- Paid Product Support expects customers to first use self‑service resources and to follow pre‑support requirements (backups, provide access, run recommended tests). [Certain Product Support](https://certain.com/support)
- Support levels (Silver, Gold, Platinum) include Help Center and email support; specific response SLAs and a Customer Support Hero are part of the program documentation. [Certain Product Support](https://certain.com/support)
- Availability & maintenance commitments
- Availability targets: 99.9% for most applications, 99.5% for Certain Event Intelligence. Maintenance windows up to 3 hours/month with scheduled windows and notice requirements. [Certain Product Support](https://certain.com/support)
Sources
- [Certain Product Support](https://certain.com/support)
- [Certain Support (Help Center overview & access)](https://platform-support.certain.com/hc/en-us/articles/30774220507287)
Question: Are you an existing Certain customer (and if so, which support tier — Silver, Gold, or Platinum)?