Legal
Support Terms
Uptime: Certa commits to providing the Subscription Service with at least 99.8% availability during each calendar month of the Subscription Term ("Monthly Uptime"). Exclusions from Monthly Uptime include emergency maintenance, Third Party Service outages not caused by Certa, downtime for compliance with applicable law and/or Certa's reasonable maintenance, security, and recovery policies, as well as downtime due to third-party connection issues, utility problems, or other causes beyond Certa's reasonable control ("Permitted Downtime"). Certa will make reasonable efforts to give advance written or email notice of any scheduled disruptions.
Certa Maintenance Window: Non-emergency Permitted Downtime will be scheduled on weekends. The maintenance window begins at 9:30 PM on Fridays and ends at 6:30 PM on Sundays. Certa follows a monthly production release cycle. Major releases will be accompanied by release notes, and Customer's assigned Certa Customer Success Manager will serve as the primary point of contact for inquiries. Additionally, Certa will update Customer on any changes affecting their instance.
Support Hours & Process: Certa offers technical support to Customer on weekdays, except between 8:00 PM and 11:00 PM ("Support Hours"). A "Support Tile" on the product's initial navigation screen serves as the point of contact for support requests during Support Hours. If the Support Tile is unavailable, Customer should email care@getcerta.com.
Time Zone. All references to times, weekends and weekdays are based on United States Eastern Time.
Service Level Agreements ("SLA")
| Severity | Description | Response Time Estimates |
|---|---|---|
| Critical (Priority 1) | - Issue affecting system-wide functionality or critical production functions. - System downtime or significant operational degradation. - Widespread data corruption or integrity risks. - Significant financial impact. - Widespread access issues affecting more than 90% of users. | 2 hours during weekdays 24 hours on weekends |
| High (Priority 2) | - Significant component failure materially impairing performance. - Users unable to complete key processes. - Material impairment on a limited basis to data entry, access, or integrations. - Operations can continue with restrictions, impacting productivity. - Widespread access issues affecting over 50% of users. | 6 business hours |
| Medium (Priority 3) | - System and integrations operating with minor issues that can be addressed with workarounds. - Some users or functionality affected, but most of the system remains functional. | 8 business hours |
| Low (Priority 4) | - Routine requests for assistance, information, or services. - Access or minor configuration-related requests. - Minor changes like spelling, grammar, or small UI adjustments. | 10 business hours |
Response Times: Response Time refers to the window for Certa to acknowledge and communicate the nature of incidents to Customer.
Timing Estimates: Certa will make reasonable efforts to adhere to timing estimates, but response and resolution may extend beyond these estimates due to complexities and dependencies on third-party providers. Certa will use commercially acceptable means to provide support and strive to meet resolution times by working with dependent providers to resolve issues promptly. Times are calculated from the date/time stamp of initial ticket creation.
Communication Frequency: Certa will periodically update a designated Customer contact on the resolution status, aiming to keep Customer properly informed of progress at reasonable times and frequencies. Unless agreed otherwise, updates will be emailed to the designated Customer contact(s).
Escalation Levels
| Escalation Level | When is the escalation triggered? | Contact Method |
|---|---|---|
| Level 1 | - All initial requests are submitted via the Central Case Submission Inbox accessed through the Support Tile. | Support Tile |
| Level 2 | - Response not received within SLA. - Response received isn't satisfactory or additional information is needed. | care@getcerta.com |
| Level 3 | - No response within 4 hours of Level 2 escalation submission. - Unsatisfactory Level 2 response or need additional information. | Assigned Customer Success Manager* or CSMteam@getcerta.com |
| Level 4 | - Issues and concerns unresolved after Level 3 escalation. | Executive Sponsor* |
* The assigned Customer Success Manager and Executive Sponsor are identified during implementation services kickoff.
Customer Equipment: Customer is responsible for acquiring and maintaining all necessary equipment and services to access the Subscription Service, including hardware, software, and networking components (collectively, "Equipment"). Customer must also ensure the security of the Equipment, account, passwords (including administrative user passwords), and files.
Questions
If you have any questions about our privacy practices, please feel free to contact us at:
Email:
privacy@getcerta.com
legal@getcerta.com
Address:
Opinr, Inc. d/b/a Certa)
24A Trolley Square #1635
Wilmington, Delaware 19806-3334