Support & customer care
Speak to the people who build it.
The thing we hear most from firms moving to CertFlow is that support elsewhere was slow or non-existent, and that asking for a change felt pointless. So here is exactly how we treat our customers, stated plainly enough to be held to.
Response
Targets we state so you can hold us to them.
Every request answered within one UK working day
That is our stated aim for every support request, on every subscription, with no priority tiers to pay for.
Same-day response when an engineer is blocked on site
If something is stopping an inspection from being completed or a certificate from going out, it goes to the front of the queue that day.
UK working hours, real people
Support is handled in the UK by the team that builds the platform. There is no offshore call centre, no chatbot wall and no ticket black hole.
Phone
A published number a person answers
Straight to the team, not a queue
Chat
In the app, from any page
Change requests
Asking for a feature is not shouting into the void.
CertFlow is small enough that your request lands on the desk of someone who can build it, and it is run by people who used to be the customer.
Your request reaches the people who build the product
CertFlow is built and run by a small UK team. When you ask for a change, you are talking to the people who can make it, not a reseller logging a ticket against someone else’s roadmap.
Templates and workflows are changed for you as standard
Your first bespoke report template is built for you during onboarding, and template and workflow adjustments are part of how we support you, not a paid change-request process.
The roadmap is driven by working inspection firms
Features ship because customers doing the work asked for them. When we commit to something, we put a date on it in public, the way our integrations roadmap does.
This is not theoretical
We rebuilt a customer's whole workflow because they asked.
When Favell Mobile Plant Repair moved to CertFlow from Tradify, the job stages did not match how their work actually runs. Rather than telling them to adapt, we rebuilt the pipeline around their process, migrated their full history, and wired reporting to the assets each job is attached to. Job creation ended up 47% faster.
“Tradify never quite fit. The team took the time to understand how our jobs actually run and built the workflow around it, then moved everything across without us losing a thing. Creating and assigning jobs is quicker, and nothing gets entered twice.”Read the full story
It starts before you pay
The care starts with the migration.
We migrate your data ourselves, build your first bespoke template, train your engineers and run your old system in parallel, and you do not pay until you have validated the migration. Support is not a department you get handed to afterwards; it is the same people, all the way through.
FAQ
Straight answers on support.
Is support included, or a paid extra?
Included, on every subscription, at the same standard. There are no support tiers, no premium SLA upsell and no per-incident charges.
Who actually answers when I get in touch?
The UK team that builds and runs CertFlow. Because the people answering support are the people who ship changes, you never have to explain your problem twice or wait for it to be escalated to someone who can act.
How do I request a change or a new feature?
Tell whoever you are already talking to, by phone, email or in-app chat. Requests go straight onto the roadmap discussion with the founders and engineers. If we commit to building something, we tell you, and when we commit publicly we put a date on it.
What happens if something breaks while my engineer is on site?
Tell us it is blocking work on site and it goes to the front of the queue that day. Our aim for everything else is a reply within one UK working day.