Knowledge Base

Service Level Agreement

This Service Level Agreement (“SLA”) governs the support plans for DigiCert’s Systems. Customers may purchase support during account enrollment or upgrade at any time by contacting your sales representative. Your sales representative will help you determine the level of support best suited for your organization’s needs.

This support plan applies to new or renewal support subscription periods started on or after the version date indicated in this document. For Customers with applicable services purchased before such version date, the prior support plan, if any, shall apply until the expiration of such Customer’s current annual support subscription period, at which time the current support plan shall apply commencing on the next annual support subscription period. 

1. Definitions

The following definitions apply to this SLA:

• “Available” or “Availability” means the percentage of time that the Systems are available and capable of receiving and processing data from the Customer in connection with the applicable Systems.
• "Customer Contacts” means the individuals listed on Customer’s list of contacts who are authorized to request support.
• “Customer” means the customer purchasing products and a specific support plan from DigiCert.
• “DigiCert” means DigiCert, Inc. or its affiliates that provide the Systems and/or services.
• “Force Majeure Event” means an event beyond DigiCert’s reasonable control. This includes, but is not limited to, acts of God, embargoes, governmental restrictions, strikes, lockouts, work stoppages or other labor difficulties, computer, internet or telecommunications failures, delays or network intrusions, riots, insurrections, wars, or other military action, acts of terrorism, civil disorders, rebellion, fires, floods, pandemics, vandalism, or sabotage.
• “Scheduled Maintenance” means periods of scheduled unavailability of the System in order to perform routine service maintenance, upgrades, and testing.
• “Excused Downtime” means the percentage of time the Systems are not Available due to: (i) Scheduled Maintenance, (ii) a Force Majeure Event, and (iii) external network or equipment problems outside of DigiCert’s reasonable control, such as internet access or problems related to Customer’s third-party’s equipment, software or other technology.
• “Premium Client Manager” means a dedicated individual provided by DigiCert to assist with strategic planning, incident resolution, and project coordination.
• “Response Time” means the elapsed time between when a problem is reported by Customer and DigiCert’s initiation of a response to the problem.
• “Service Interruption” means the Systems are not Available.
• “Severity Level 1” means the System is down or unavailable and no workaround exists.
• “Severity Level 2” means the System is functional, but usability is seriously degraded.
• “Severity Level 3” means the System is affected by problems or events that have minimal impact on Availability or usability.
• “Systems” means DigiCert’s CertCentral, CIS, PKI Platform 8.x, DigiCert ONE, and other specified systems.

2. Support plan comparison
 

	Standard	Business	Premium
Service availability1	99.9%, 24 x 7 x 365 (excluding Excused Downtime)	99.9%, 24 x 7 x 365 (excluding Excused Downtime)	99.9%, 24 x 7 x 365 (excluding Excused Downtime)
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 & Certificate Tools
DigiCert Developer Portal
Order Validation Processing
Priority Queue
Processing Priority	In order received	In order received	Initiated within 24 hours (Monday-Friday)
Support Access Methods
Chat (Email or phone required for DigiCert ONE inquiries)
Email
Phone
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)		1 hour	30 minutes
Severity 2		6 hours	2 hours
Severity 3		24 hours	8 hours
Root Cause Analyses (RCAs) and review[1]
Premium Features
Premium Client Manager
Monthly Strategic Planning
Online Training
DigiCert ONE Testing Environment
1. Service Availability changed to "99.9%, 24 x 7 x 365 (excluding Excused Downtime)" on February 1, 2024, and applies to service plans created and renewed from February 1, 2024, onward. Plans created and renewed prior to February 1, 2024, include a "99.5%, 24 x 7 x 365 (excluding Excused Downtime)" service availability.
2. RCAs will be delivered within 15 business days from a Service Interruption.

3. Systems Availability

The Availability of the Systems is calculated on a rolling 90‐day basis as a percentage equal to (i) the total number of minutes in any such 90‐day period that the Systems are Available, divided by (ii) the total number of minutes in such period. Excused Downtime is not considered a Service Interruption for the purpose of this SLA. The Systems Availability throughout each such 90‐day period will be no less than the percentages set forth in the table above. Be sure to subscribe to https://status.digicert.com/ for on-demand system updates and Scheduled Maintenance notifications. Scheduled Maintenance will not exceed four (4) hours in a single calendar week.

4. Support Response Times

If 1-on-1 customer 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. To add or remove names from the Customer Contact list, an authorized administrator or technical contact must contact DigiCert. DigiCert’s committed Response Times for Service Interruption are based on severity level as detailed in the table in Section 2.

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.