Service Scope and Support

Why this document is specific

Software for a management system sits next to work that consultants do, and the boundary between the two is easy to assume and expensive to assume wrongly. This document states the boundary plainly so that nobody discovers it during an audit.

What your subscription includes

Your subscription includes:

• access to the Certiqa platform for the standards and the number of users your plan covers
• all updates, improvements and new features released to your plan during your subscription, at no additional cost
• Ai assistance within the platform, unmetered, subject to the fair-use clause in the Terms of Service
• support by email during United Kingdom business hours, on a best-endeavours basis
• help with using Certiqa: how a feature works, how to configure something, how to get a record into the right shape
• export of your own data while your subscription is active

What support means

Support is provided by email during United Kingdom business hours, Monday to Friday excluding public holidays in England and Wales, on a best-endeavours basis. We aim to acknowledge promptly and to resolve as quickly as the issue allows.

We do not offer a contractual response or resolution time, and we do not offer telephone or out-of-hours support as part of a subscription. If you need either, tell us and we will quote for it separately.

What your subscription does not include

Your subscription is for the software. It does not include any of the following, which are professional services:

• implementation of a management system, or configuration of Certiqa to reflect one
• gap analysis against a standard
• internal auditing, whether remote or on site
• management system design, or writing your policies, procedures and manuals
• document authoring or rewriting, including converting your existing documents into Certiqa
• training, whether of auditors, of management or of staff
• liaison with a certification body, a flag Administration or a recognised organisation
• attendance at, or representation during, any external audit, assessment or inspection
• consultancy of any other kind

How to buy those things

iS3 Ltd provides all of the above as professional services, separately from the Certiqa subscription. They are quoted on their own terms, against a written proposal produced for you.

Ask at hello@is3.co.uk and we will produce a proposal. There is no obligation, and your subscription is unaffected either way.

We say this plainly for two reasons. You should never assume consultancy is bundled and find out later that it is not. And if you do want help, the route to it should be written down rather than awkward.

Who does the work in Certiqa

Certiqa gives your people the structure, the prompts, the records and the evidence trail. Your people supply the judgement, the decisions and the approvals. Where Ai assists, it produces a draft for a competent person in your organisation to review and approve; the approval is a person's, and the platform records whose.

This is not a limitation we are apologising for. A management system somebody else operated for you is not your management system, and an auditor will find that out.