What support options are available?

Topic: Help Center Portal

High Confidence (77%)
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). 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.
  • Self‑service and learning
  • Knowledge Base / Help Center (product docs, user guides, tutorials, best practices).
  • Certain Academy for training and platform best practices.
  • Developer Space with API docs and code samples for integrations.
  • 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).
  • 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.
  • 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.

Sources

Question: Are you an existing Certain customer (and if so, which support tier — Silver, Gold, or Platinum)?

Q&A ID: 522

Source Confidence: 77% (based on semantic similarity to source pages)