DigiCert CertCentral Support Plans

All new accounts are entitled to Basic support for 60 days from the account activation date. Purchase Gold or Platinum support during account enrollment or upgrade by contacting your account manager. Gold and Platinum support provides DigiCert's ultimate support and service, with the peace of mind of 24 x 7 x 365 support. Your account manager will help you determine the level of support best suited for your organization’s needs.

This support plan applies to new or renewal support subscription periods started on or after the version date indicated in this document. For Customers with applicable services purchased before such version date, the prior support plan, if any, shall apply until the expiration of such customer’s current annual support subscription period, at which time the current support plan shall apply commencing on the next annual support subscription period.

Support plan comparison

Basic Gold Platinum
Subscription period 1-year from service activation 1-year 1-year
Service availability 99%, 24 x 7 x 365
(excluding scheduled maintenance windows and force majeure events)
99%, 24 x 7 x 365
(excluding scheduled maintenance windows and force majeure events)
99.5%, 24 x 7 x 365
(excluding scheduled maintenance windows and force majeure events)
Support availability 9AM-6PM, Monday-Friday 24 x 7 x 365 24 x 7 x 365
Priority queue No Yes Yes
Expected hold time Calls answered in the order received 4 minutes or less 2 minutes or less
Number of named customer technical contacts 1 2 5
Designated Customer relationship manager No No Yes (when eligibility level is met)
Response time (see Support response times below) 8-48 hours 1-24 hours 0.5 to 8 hours
Support documentation DigiCert
Documentation
DigiCert
Documentation
DigiCert
Documentation
Support reviews No No Upon request

Service Availability

The Service Availability of DigiCert systems is calculated on a rolling 90‐day basis as a percentage equal to (i) the total number of minutes in any such 90‐day period that DigiCert systems are available and capable of receiving and processing data from customers, divided by (ii) the total number of minutes in such period. Scheduled Downtime and any unscheduled downtime that results from any Force Majeure Event is not considered downtime for the purpose of this support plan.

DigiCert Service Availability throughout each such 90‐day period will be no less than the percentages set forth in the table above for the relevant tier of service ordered by Customer.

DigiCert will notify Customer via https://status.digicert.com or on CertCentral of Scheduled Downtime not less than thirty (30) hours in advance of the planned downtime window. Scheduled Downtime will not exceed four (4) hours in a single calendar week.

Definitions

  • "Force Majeure Event" means an event beyond DigiCert’s reasonable control, including, but not limited to, acts of God, embargoes, governmental restrictions, strikes, lockouts, work stoppages or other labor difficulties, computer, internet or telecommunications failures, delays or network intrusions, riots, insurrection, wars, or other military action, acts of terrorism, civil disorders, rebellion, fires, floods, pandemics, vandalism, or sabotage.
  • "Scheduled Downtime" means periods of scheduled unavailability of the DigiCert system and service, in order to perform routine service maintenance, upgrades, and testing.
  • "Service Availability" means the percentage of time that DigiCert systems are available and capable of receiving and processing data from the Customer in connection with the applicable services. Scheduled Downtime and any unscheduled downtime that results from any Force Majeure Event is not considered downtime for the purpose of this SLA. Unless otherwise specified, “Service Availability” refers only to availability of DigiCert systems, and does not include the system availability or performance of any third party.

Contact customer support

Get support and product information online, or contact us directly via chat, email or telephone.

Support documentation

The Support Documentation is an efficient way to find information and troubleshoot CertCentral, subscriber enrollments, or other issues. The support website includes:

  • Answers to frequently asked questions
  • How-to instructions
  • API documentation
  • Searchable knowledgebase solutions

1-on-1 Customer Support

If you do not find the information you need on the Support Documentation website, contact us directly via chat, email or telephone to speak with a Technical Support representative.

For a quick response, make sure that your name is on your organization's list of admins who are authorized to request support. To add or remove names from the list, an authorized admin or technical contact must contact us.

Gold and Platinum Support Customers: For telephone support during non-business hours, remember to have your support PIN on hand.

To help the support representative solve your case, gather the following information before contacting us:

  • Your name
  • Organization name
  • Telephone number
  • Product you are using
  • Description of the problem
  • Server and operating system versions
  • Browser and version
  • Exact error messages or codes
  • Steps taken before the problem
  • Specific URL or pages you were trying to access when the error occurred
  • Other relevant details

Support response times

Our committed response times are based on severity level. Response time is the elapsed time between when a problem is reported and our initiation of a response to the problem. Be sure to subscribe to https://status.digicert.com/ for on-demand system updates and scheduled maintenance notifications.

Level Description Basic Gold Platinum
Severity 1 Your service is down or unavailable and no workaround exists. 8 hours 1 hour 30 minutes
Severity 2 Your service is functional, but usability is seriously degraded. 24 hours 6 hours 2 hours
Severity 3 Your service is affected by problems or events that have minimal impact on availability or usability. 48 hours 24 hours 8 hours

Support limitations

We do not support the following:

  • Development and application integration associated with third party products
  • Customize code issues
  • Configuration support for products that are not produced by DigiCert
  • Questions related to third-party applications must be directed to the application vendor
  • Training for third party applications or products