Ready to make Certain work for your events?
Personalize event experiences and provide meaningful connections that accelerate your business goals.
Certain provides Product Support Services during US business hours: Monday through Friday, 5:00 AM to 6:00 PM Pacific Standard Time.
Please submit a request using the Support / Help pages of Certain’s various products:
Platform-support.certain.com
Touchpoint-support.certain.com
Or contact us via our general support email at help@certain.com.
We appreciate your business! And look forward to helping you resolve any issues or requests as quickly as we can.
Other, non-product related issues and requests can be directed via your Account Executive or Customer Success Manager, depending on your Support Level.
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 |