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.
| 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 |
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 the customer.
DigiCert will notify the customer via https://status.digicert.com or on CertCentral of Scheduled Downtime no 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.
Get support and product information online, or contact us directly via chat, email or telephone.
The Support Documentation is an efficient way to find information and troubleshoot CertCentral, subscriber enrollments, or other issues. The support website includes:
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 your name is on your organization's list of administrators who are authorized to request support. To add or remove names from the list, an authorized administrator 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:
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 |
We do not support the following: