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.
The following definitions apply to this SLA:
|System Availability||99.5%, 24 x 7 x 365 (excluding Excused Downtime)||99.5%, 24 x 7 x 365 (excluding Excused Downtime)||99.5%, 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|
|DigiCert Support Knowledge Base|
DigiCert Status & Certificate Tools
|DigiCert Developer Portal|
|Order Validation Processing|
|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)|
|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)||1 hour||30 minutes|
|Severity 2||6 hours||2 hours|
|Severity 3||24 hours||8 hours|
|Root Cause Analyses (RCAs) and review|
Premium Client Manager
|Monthly Strategic Planning|
|DigiCert ONE Testing Environment|
 RCAs will be delivered within 15 business days from a Service Interruption.
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.
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.
DigiCert does not support the following: