DigiCert Support Plans are provided for illustrative purposes only. For the definitive agreement, including uptime and performance commitments, please refer to the DigiCert Service Level and Support Agreement, which applies to customers with a purchased entitlement to use the services.
For a Support Plan Comparison, all customers can review the Support levels below to determine the level of support best suited for your organization's needs.
STANDARD support provides you with access to our knowledgebase, tools, and experienced technical staff through self-service, chat and email contacts.
BUSINESS support provides you with all the benefits of standard support, paired with access to priority queues, more points of access, and guaranteed response times.
PREMIUM support delivers always-on support with the fastest validation and support response times, as well as premium features that inform strategy and planning.
24 hours / 5 days (Monday-Friday)
24 hours / 5 days (Monday-Friday)
24 hours / 7 days
In order received
5 minutes
2 minutes
In order received
24 hours
8 hours
5 minutes
2 minutes
In the order received
30 minutes
15 minutes
In the order received
2 hours
1 hour
In the order received
8 hours
4 hours
Additional fee
Additional fee
1. RCAs will be delivered within 15 business days from a Service Interruption.
If 1-on-1 partner support is needed, please contact DigiCert directly via chat, email or telephone to speak with a technical support representative. For the quickest response, make sure the Customer Contact list is updated regularly. DigiCert’s committed Response Times for Service Interruption are based on severity level as detailed in the table.
DigiCert does not support the following:
STANDARD support provides you with access to our knowledgebase, tools, and experienced technical staff through self-service, chat and email contacts.
BUSINESS support provides you with all the benefits of standard support, paired with access to priority queues, more points of access, and guaranteed response times.
PREMIUM support delivers always-on support with the fastest validation and support response times, as well as premium features that inform strategy and planning.
DigiCert Premium Support draws on decades of deep knowledge and expertise in industry standards, compliance, and best practices in certificate lifecycle management to ensure a frictionless experience in meeting strategic and technical goals.