DigiCert Support

DigiCert support: enabling your success

Plans that scale with your needs, backed by an expert technical team to ensure your success.

Premium support

DigiCert support plans

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

STANDARD

This support provides access to our knowledge base, tools, and experienced technical staff through self-service, chat, and email.

Business support

BUSINESS

This support provides all the benefits of standard support, paired with access to priority queues, more points of access, and guaranteed response times.

Premium support

PREMIUM

This delivers always-on support with the fastest validation and response times, as well as premium features that inform strategy and planning.

DigiCert customer support plans

DigiCert support combines industry-leading technical expertise with proactive operational guidance to help customers deploy, operate, and optimize their DigiCert solutions. Support plans scale from self-service assistance to strategic enterprise support with dedicated success resources that reduce operational risk and maximize business continuity.

Standard
Business
PREMIUM
Benefits
Ideal customer profile
Customers with basic needs
Customers requiring SLA-backed operational support.
Customers requiring strategic support for mission-critical environments.
Primary value
Resolve issues as they arise
Reduce operational risk through priority support and SLA-backed response times.
Reduce operational risk and maximize business continuity through proactive enterprise support.
Positioning
Self-service support
SLA-backed operational support
Strategic support partnership
Pricing
Included
7% of Product ARR
15% of Product ARR ($15K minimum)
Support model
Reactive
Priority operational
Strategic & proactive
Support channels
Digital support (AI, KB, chat, email)
Multi-channel support (standard channels + phone)
Enterprise support (business channels + enterprise support portal)
Support availability
24 x 5
24 x 7
24 x 7
Target initial response times
Best effort
20m / 1.5h / 6h
10m / 1h / 4h
Target resolution times
Best effort
SEV1: 20 minutes
SEV2: 1.5 hours
SEV3: 6 hours
SEV1: 10 minutes
SEV2: 1 hour
SEV3: 4 hours
Technical support & validation queue priority
Low priority
Medium priority
High priority
Customer success manager
No
No
Dedicated
Premium enterprise services (direct)
Operational reviews
No
No
Quarterly
Enterprise support portal
No
No
Included
Incident root cause analysis
No
No
Included
Dedicated testing environment
No
No
Included
Instructor-led training
No
No
Included

*Premium CSMs coordinate across Support, Engineering, Product, and Customer Success to manage incidents, escalations, and ongoing operational needs. They do not provide technical support.

World-class support and expertise to help you reach your objectives

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.

Get the datasheet

Premium support datasheet

Support response times

If 1-on-1 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.

Support limitations

DigiCert does not support the following:

To get started with DigiCert premium support, please contact your account manager.

Contact Sales