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DigiCert® Support
DigiCert Support:
Enabling Your Success
Plans that scale with your needs, backed by an
expert technical team to ensure your success
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 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.
Support Plan Comparison
Standard
Business
Premium
Support availability
24 hours / 5 days (Monday-Friday)
24 hours / 5 days (Monday-Friday)
24 hours / 7 days
Self-service tools
DigiCert documentation
DigiCert support knowledge base
DigiCert status and certificate tools
DigiCert developer portal
Order validation processing
Priority queue
Support access methods
Chat (Email or phone required for DigiCert One Inquiries)
Phone
Expected hold time
Chat
In order received
5 minutes
2 minutes
In order received
24 hours
8 hours
Phone
5 minutes
2 minutes
Severity level response time
Severity 1 (requires phone call to DigiCert)
In the order received
30 minutes
15 minutes
Severity 2
In the order received
2 hours
1 hour
Severity 3
In the order received
8 hours
4 hours
Root Cause Analyses (RCA) and review2
Premium features
Dedicated Partner Validation Account Manager (PAC)
Dedicated Partner Premium Client Manager (PCM)
Monthly Strategic Planning
Self-Paced Training
Instructor Led Training
Additional fee
Additional fee
DigiCert ONE Testing Environment
1. RCAs will be delivered within 15 business days from a Service Interruption.
Support Response Times
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.
Support Limitations
DigiCert does not support the following:
- Development and application integration associated with third-party products.
- Customized 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.
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.
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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.
To Get Started with DigiCert Premium Support, Contact
your Account Manager or Email sales@digicert.com.
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The most-trusted global provider of high-assurance TLS/SSL, PKI, IoT and signing solutions.
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