DigiCert® Premium Support
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

STANDARD support provides you with access to our knowledgebase, tools, and experienced technical staff through self-service, chat and email contacts.

Business Support

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

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

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DigiCert support knowledge base

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DigiCert status and certificate tools

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DigiCert developer portal

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Order validation processing
Priority queue

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Support access methods
Chat (Email or phone required for DigiCert One Inquiries)

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Email

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Phone

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Expected hold time
Chat

In order received

5 minutes

2 minutes

Email

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

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Premium features
Dedicated Partner Validation Account Manager (PAC)

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Dedicated Partner Premium Client Manager (PCM)

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Monthly Strategic Planning

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Self-Paced Training

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Instructor Led Training

Additional fee

Additional fee

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DigiCert ONE Testing Environment

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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

STANDARD support provides you with access to our knowledgebase, tools, and experienced technical staff through self-service, chat and email contacts.

Business Support

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

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.

DigiCert® Premium Support

To Get Started with DigiCert Premium Support, Contact
your Account Manager or Email sales@digicert.com.