Support Plans

Activity / Scope Standard Support Premium Support
Support Availability 24x5
(24x7 for Sev-1 issues)
24 x 7
Response time for Emergency support-Software is
unavailable or inoperable as performance is highly
degraded and there is a significant impact on Licensee’s
operations related to the Software. The Licensee is unable
to proceed without a fix.
4 hour Accelerated Response - 1 Hour
Response time on “support for other issues” that do not
impact the use of the software in any important way.
24 hours Accelerated Response – 8 hours
Dedicated Phone Number for escalation
to a senior technical resource.
Not Included Included
Virtual Training session NA Per quarter-4 hours
Charges No additional Charges Charges as mentioned in applicable Order document

Certinal will provide an online " Tracking System" through a web link related to Certinal’s Software.

Licensee’s users, in case of issues, can reach Certinal’s support-professional by telephone, email, or chat in accordance with the contact details provided in the online tracking system.


Intrigued by the
power of

  Yes! I'd like to stay informed with the latest content, industry trends, news, and events from Certinal.
By submitting this data, I acknowledge that I have read the Privacy Policy of Certinal and consent to the processing of my personal data in accordance with the terms of the Privacy Policy.