| Basic | Gold | Platinum | |
|---|---|---|---|
| Subscription period | 1 year from service activation | 1 year | 1 year |
| Service availability |
99%, 24x7x365 (excluding scheduled maintenance windows) |
99%, 24x7x365 (excluding scheduled maintenance windows) |
99.5%, 24x7x365 (excluding scheduled maintenance windows) |
| Support availability | 5AM-6PM PST, Monday-Friday | 24x7x365 | 24x7x365 |
| Expected hold time | Calls answered in the order received | 2 minutes or less | 2 minutes or less |
| Number of technical contacts | 1 | 2 | 5 |
| Designated customer relationship manager | No | No | Yes |
| Response time (see "Symantec response times" below) | 8-48 hours | 1-24 hours | 0.5 to 8 hours |
| Domain units | 1 domain included with service activation | 1 domain included with service activation and 10 additional domain units included with support plan | 1 domain included with service activation and 10000 additional domain units included with support plan |
| Admin ID units | 2 | 5 | 10000 |
| Knowledge base | Knowledge base | Knowledge base | Knowledge base |
| Support reviews | No | No | Upon request |
| New domain authentication | Regular | 24 business hours (see note) | 8 business hours (see note) |
| New admin authentication | Regular | Expedited | Expedited |
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 using the Managed PKI for SSL Control Center or by contacting your enterprise account manager. Gold and Platinum support provides the ultimate in support and service, with the peace of mind of 24x7x365 support. Your account manager will help you determine the level of support you need.
Get support and product information online, by telephone, or by email.
The Managed PKI for SSL knowledgebase is an efficient way to find information and troubleshoot Control Center, subscriber enrollment, or other issues. The support website includes:
If you do not find the information you need on the Managed PKI for SSL knowledgebase, call, email, or chat with customer support.
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 problem, 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.
| 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 |
For a severity 1 support issue to be addressed efficiently and promptly:
We do not support the following:
If the admin cannot resolve a subscriber's issue (for example, questions about certificate approval, revocation, replacement, and renewal), he or she can contact technical support on the subscriber's behalf. Technical support only accepts calls from admins or technical contacts.
We cannot approve, replace, or revoke certificates on your behalf. These functions are restricted to authorized admins within your organization.