Our commitment to you
In today's complex IT security environment, it is vital to minimize risk and downtime by utilizing services that safeguard your business and drive IT efficiencies. Our Enterprise Service is designed for customers who require technical and validation management services with immediate access to Sectigo's most skilled service personnel.
The extensive Sectigo experience from being the largest commercial Certification Authority gives you a solid, secure foundation in the shortest period of time. Once in service, we'll help you manage and maintain your digital certificates across multiple systems to avoid non‑compliance, outages, and data breaches.
From on-demand validation to expert technical support, our trusted security experts are ready 24/7 to respond and resolve your technical and validation issues immediately and efficiently.
Our support offerings
Our program is designed to allow customers to tailor their service agreement to meet their needs. Customers can also purchase additional options to enhance the core features of our Standard service agreement.
| Feature | Standard | Premier |
|---|---|---|
| Response time (call back or email on opening the service request of any level) | < 24 hrs | < 1 hr |
| Telephone support hours for all severity levels | 8 AM to 8 PM (client local time) | 24/7 |
| Designated Contacts | No | 3 |
| Additional Designated Contacts | No | Billable |
| Service Account Manager | No | Yes |
| Remote Remediation Client Environment | No | Yes |
| Quarterly Service Reviews | No | Billable |
| Emergency 24/7 Support for Critical Severity | No | 24/7 |
| Status Reports | No | Monthly |
For more information about Sectigo Certification Authority, our Premier Enterprise Services and our full line of digital certificates, contact the Sectigo representative in your area at (US) +1-888-266-6361 or (INT) +1-703-581-6361 or visit www.sectigo.com.
Standard warranty support & standard Sectigo certificate manager support
Our Standard Support offering is designed to ensure you receive Telephone, Ticket, and Chat support during your business hours. We have Technical Support and Validation agents working around the clock to support you and your purchase.
You can expect assistance when it pertains to SSL, S/MIME, Code-signing, and Device certificate enrollment and installation.
We also provide Support on all our platforms: Reseller, Web Host Reseller, EPKI, S3, SCM, Hackerguardian/Hackerproof, and IoT.
Standard Level1 Warranty Support offering provides best-effort support 24x7/365.
Sectigo Certificate Manager L2 Support is available Monday – Friday, 4am-8pmET.
Common Servers and Device Types we assist with: Linux, Windows, Apple, Netscaler, Cisco.
Common Server Software we assist with: Apache, NGINX, Windows IIS, Mac OS, Tomcat, Java, F5.
Note: Sectigo Support agents do not provide server configuration services, such as (Remote Services, config files, etc.) and cannot provide any “remote-access” server configuration services. We will, however, provide documentation, step by step information and additional best-effort support to help troubleshoot your server configuration issue via phone and email.
Premier support
Our Premier Support offering equips you with a dedicated Service Account Manager (SAM). Your SAM acts as a liaison between Enterprise Customers and Sectigo. The SAM acquires personal knowledge of your organization and ensures that the organization's service needs are met. Your SAM acts as a dedicated resource to assist with all aspects of deployment, ticket tracking, reporting and service recommendations.
You are also entitled to receive Telephone, Ticket, and Chat assistance (24x7/365) from our Technical Support & Validation agents for SSL, S/MIME, Code-signing, and Device certificate enrollment and installation.
We also provide Support on all our platforms: Reseller, Web Host Reseller, EPKI, S3, SCM, Hackerguardian/Hackerproof, and IoT.
Common Servers and Device Types we assist with: Linux, Windows, Apple, Netscaler, Cisco.
Common Server Software we assist with: Apache, NGINX, Windows IIS, Mac OS, Tomcat, Java, F5.
Note: Sectigo Support agents do not provide server configuration services, such as (Remote Services, config files, etc.) and cannot provide any “remote-in” server configuration assistance. We will, however, provide documentation, step by step information and additional best-effort support to help troubleshoot your server configuration issue via phone and email.
Service account manager
Your Service Account Manager (SAM) acts as a liaison between Enterprise Customers and Sectigo. The SAM acquires personal knowledge of the customer's organization and ensures that the organization's service needs are met. Your SAM acts as a dedicated resource to assist with all aspects of deployment, ticket tracking, reporting and service recommendations.
Business hours for SAMs are 8:30 a.m. to 8:00 p.m. EST.
Their responsibilities include the following:
- All reports include performance-to-objectives and customer satisfaction reviews
- Quarterly Service Reviews, Free
- Monthly Activity Reports, Fees Apply
- Ensure customers understand the Enterprise Service program and its benefits
- Proactive communication with the customer by telephone or email
- Customers receive monthly incident stats and history reports
- Assistance to help customers become as self-reliant as possible
- Familiarity with customer's system configuration and environment
- Understanding of customer's service needs to ensure satisfaction
Status reports
Enterprise Service customers receive quarterly service reviews and monthly reports of the incidents they report to Sectigo's support database. The reports contain support incident information, such as problem description, open and close dates, current status, assigned technician and resolution reports.
Premier Support : service levels
Sectigo's Enterprise Services will perform all activities as part of an SLA-based service delivery model. However, lacking direct physical access to the end-client environment, operational remediation requiring remote access including but not limited to availability, capacity, and outages are the responsibility of the customer.
The following table outlines the response times for each priority level associated with incidents, as reported by the customer via telephone or our ticketing system:
| Issue Priority | Description |
|---|---|
| L1 Critical | This is an EMERGENCY condition that prevents critical business operations. |
| L2 High | This is a condition that significantly impairs the use of our applications or systems to perform any critical business operations. |
| L3 Medium | One or more applications or systems is affected, but the impact on business operations is not severe |
| Low | The reported issue does not substantially impact business operations. |
Incident resolution*
Incident Resolution is defined as incidents assigned to Enterprise Services and successfully restored to normal service operation within timeframes specified.
| ACTION | L1 CRITICAL | L2 HIGH | L3 MEDIUM | LOW |
|---|---|---|---|---|
| Service Availability | 24/7 | 24/7 | 24/7 | 24/7 |
| Acknowledgement | 5 minutes | 5 minutes | 5 minutes | 5 minutes |
| Status Updates | 1 hour | 4 hours | 8 hours | 48 hours |
| Target Resolution | < 4hours | < 8 hours | < 12 hours | < 24 hours |
* Published resolution times exclude code fixes, customized configuration, and product enhancements, and may include workaround solutions based on customer acceptance.