Global Support

Whether you’re new to Certain or a long-time customer, you want to drive the most value from your Certain solution and Certain Customer Support is committed to provide the assistance you need to meet your business objectives. With a multi-faceted approach that combines various touch points, expert consultation, and periodic reviews, Certain Support is designed to keep your event platform at optimal performance.

BEYOND SELF-SERVICE SUPPORT

All Certain customers receive a robust level of customer support and software version updates. For our Certain customers who need faster response times and more personalized service than on-demand-based self-service support and email support, Certain offers Gold and Platinum Support. Whether you have how-to questions, technical issues, or need ongoing education, we give you fast, expert assistance. Amongst hundreds of surveyed customers, Certain Support is consistently ranked above the industry average in customer satisfaction.

Included Features SILVER SUPPORT GOLD SUPPORT PLATINUM SUPPORT
Designated Customer Support Hero

Case management of tickets logged via inbound channels.
Incident Prioritization.
Prioritized Case queuing.
Prioritized Escalation processing
On-Going pro-active outreach on inbound ticket trends
Hold regularly scheduled meetings with customer to facilitate case resolution and review of open support incidents.

Help Center Support
Email Support
Phone Support (toll-free)
Severity 1 Urgent Initial Response SLA 60 Minutes
(24x7x365)
60 Minutes
(24x7x365)
15 Minutes
(24x7x365)
Severity 2 High Initial Response SLA 2 Business Hours
(8am-5pm PST M-Fri)
2 Business Hours
(24x7x365)
30 Minutes
(24x7x365)
Severity 3 Normal Initial Response SLA 4 Business Hours
(8am-5pm PST M-Fri)
4 Business Hours
(24x7x365)
1 Business Hour
(24x7x365)
Severity 4 Low Initial Response SLA 1 Business Day
(8am-5pm PST M-Fri)
1 Business Day
(24x7x365)
1 Business Hour
(24x7x365)
Named customer contacts entitled to log a support ticket Up to 5*
*Additional contacts can be added for an additional fee
Up to 5*
*Additional contacts can be added for an additional fee
Up to 10*
*Additional contacts can be added for an additional fee