Symantec Managed PKI for SSL Support Overview. How to get quick and convenient customer support

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1 WHITE PAPER: SYMANTEC MANAGED PKI FOR SSL SUPPORT OVERVIEW Symantec Managed PKI for SSL Support Overview How to get quick and convenient customer support

2 Symantec Managed PKI for SSL Support Overview CONTENTS Introduction Symantec Managed PKI for SSL Support Plans Upgrading Support Plans Contacting Symantec Customer Support Contact Information 4 Required Information 5 Symantec Target Response Times Support Limitations Subscriber Support

3 Introduction The Managed PKI for SSL Support Overview is intended to help you get customer support quickly and conveniently. This document includes information about contacting customer support, descriptions of the support options available to you, and online resources applicable to your Managed PKI for SSL service. Symantec Managed PKI for SSL Support Plans The following table describes support plans available for Managed PKI for SSL customers: Table 1-1 Managed PKI for SSL support plans Subscription Period Service Availability Support Availability Expected Hold Time Number of Technical Contacts Designated Customer Relationship Manager Response Time Domain Units Administrator ID Units Knowledge Base Basic Gold Platinum 60 days from service activation 99%, 24x7x365 (excluding scheduled maintenance windows) 5AM-6PM Local Business Time, Monday-Friday Calls answered in the order received 1 year 1 year 99%, 24x7x365 (excluding scheduled maintenance windows) 24x7x %, 24x7x365 (excluding scheduled maintenance windows) 24x7x365 2 minutes or less 2 minutes or less No No Yes 8-48 hours (see Symantec Response Times on page 4) 1 domain included with service activation 1-24 hours (see Symantec Response Times on page 4) 1 domain included with service activation and 10 additional domain units included with support plan 2 5 Unlimited com/support/mpkifor-ssl-support/ verisign.com/ support/mpki-forssl-support/ 0.5 to 8 hours (see Symantec Response Times on page 4) 1 domain included with service activation and additional domain units included with support plan com/support/mpkifor-ssl-support/ Support Reviews No No Upon request 3

4 Upgrading Support Plans All MPKI for SSL customers are entitled to Basic support for the life of the account, available for 60 days from the date an account is activated. You can purchase Gold or Platinum support during account enrollment or upgrade at any time in the Managed PKI for SSL Control Center or by contacting your account representative. With Gold or Platinum support, you will enjoy the ultimate in support and service, allowing you to focus on your business with the peace of mind of receiving 24x7x365 support. Platinum customers enjoy a dedicated Customer Relationship Manager and our fastest response times to ensure the very best service from a partner who intimately understands your unique situation. Your account representative can assist you in determining the level of support you may require. Contacting Symantec Customer Support You can contact support by telephone or . To ensure timely responses to your requests, your organization has a contact list of administrators who are authorized to request support. These administrators are your organization s technical contacts for support. To add or remove individuals from the list, contact our Order Status team at the number below. Symantec has several telephone and options for Managed PKI for SSL support. For a complete list of telephone and options, see Contact Information below. Before contacting support, gather information related to your system and the problem that has occurred. See Required Information on page 3 for a list of the information you will need. Contact Information Use the following contact information when requesting support for Managed PKI for SSL: Web Review our support Knowledge Base at Telephone Call or (if you are unable to dial a U.S. tollfree 800 number) Select the option for Managed PKI. When you are presented with additional options, select one of the following: Order Status Select this option to check the status of an order related to your account, such as an Administrator ID enrollment or renewal, an additional domain request, or an additional certificate unit request. Technical Support Select this option if you have a technical issue with your service, such as a problem in the Managed PKI for SSL Control Center or a problem with a subscriber s SSL Certificate. 4

5 IMPORTANT! If you purchased Gold or Platinum support, you will need a Personal Identification Number (PIN) to obtain support during non-business hours. If you did not receive your PIN number via immediately following your purchase, please contact Symantec Technical Support. Submit low-severity issues or questions via as follows: Order Status [email protected] to check the status of an order related to your account, such as an Administrator ID enrollment or renewal, an additional domain request, or an additional certificate units request. Technical Support Submit a Problem Report from the Managed PKI Control Center. Log in to the Control Center at Click Support and Services in the top menu, click Report Problems in the left menu, and complete the online form. If you do not have access to your account, us directly at [email protected]. Note: Use only for low severity issues or questions. The response time for requests is longer than for telephone requests. Required Information To better assist you and efficiently resolve your problem, have the following information ready when contacting Symantec Technical Support: Your name Organization name Your telephone number Product you are using Description of the problem Your server and operating system version Your browser software and version Exact error messages and/or codes Steps taken prior to the problem Any URL that you may have been trying to access when the error occurred Any other details that you feel are relevant to the issue Symantec Target Response Times The following table defines Symantec s committed target response times based on severity level. Response time is the elapsed time between when a problem is reported and Symantec s initiation of a response to the problem. 5

6 Table 1-2 Managed PKI for SSL support response times Severity 1 Your service is down or unavailable and no workaround exists. Severity 2 Your service is functional, but usability is seriously degraded. Severity 3 Your service is affected by problems or events that have minimal impact on availability or usability. Basic Gold Platinum In the Order Received 1 hour 30 minutes 24 hours 6 hours 2 hours 48 hours 24 hours 8 hours Response to Severity 1 Issues For a Severity 1 support issue to be addressed and resolved effectively: Report the incident by telephone. Any support request will be Severity 2 or 3. You must be available and have access to the machines or systems experiencing the issue when calling in a Severity 1 issue. Support Limitations Symantec does not support the following: Development and application integration associated with third party products for Basic and Gold customers Customized code issues Configuration support for products that are not produced by Symantec Questions related to third-party applications must be directed to the application vendor for Basic and Gold customers Training for third party applications or products Subscriber Support Your organization is the first line of support for your certificate subscribers (your end users). When your subscribers have questions about certificate use and how it relates to your application and transactions, they must contact your account administrator. If your administrator requires technical support regarding a subscriber issue, you should then consult Symantec technical support number to obtain help for them. For this reason, Symantec s technical support team accepts calls only from administrators or technical contacts. If a subscriber has a question or problem with certificate approval, revocation, replacement, and renewal, and you cannot resolve it, you can call us on their behalf. IMPORTANT! Symantec cannot approve, replace, or revoke certificates on your behalf. Those functions are restricted to authorized administrators within your organization. 6

7 More Information Visit our website go.symantec.com/ssl-certificates To speak with a Product Specialist in the U.S. Call 1 (866) or 1 (650) To speak with a Product Specialist outside the U.S. For specific country offices and contact numbers, please visit our website. About Symantec Symantec is a global leader in providing security, storage, and systems management solutions to help consumers and organizations secure and manage their information-driven world. Our software and services protect against more risks at more points, more completely and efficiently, enabling confidence wherever information is used or stored. Symantec Corporation World Headquarters 350 Ellis Street Mountain View, CA USA 1 (866) Copyright 2012 Symantec Corporation. All rights reserved. Symantec, the Symantec Logo, and the Checkmark Logo are trademarks or registered trademarks of Symantec Corporation or its affiliates in the U.S. and other countries. VeriSign and other related marks are the trademarks or registered trademarks of VeriSign, Inc. or its affiliates or subsidiaries in the U.S. and other countries and licensed to Symantec Corporation. Other names may be trademarks of their respective owners.