IT E P A P E R : A N TE C M A N A G E D P K I F O R S S L P P O R T O V E R V IE W
Symantec Managed PKI for
SSL Support Overview
CONTENTS
Introduction . . . . 3
Symantec .Managed .PKI .for .SSL .Support .Plans . . . . 3
Upgrading .Support .Plans . . . 4
Contacting .Symantec .Customer .Support . . . 4
Contact Information 4
Required Information 5
Symantec .Target .Response .Times . . . 5
Support .Limitations . . . 6
Subscriber .Support . . . 6
Symantec .Managed .PKI .for .SSL .Support .Overview
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
Basic Gold Platinum
Subscription Period
60 days from service activation 1 year 1 year Service Availability 99%, 24x7x365 (excluding scheduled maintenance windows) 99%, 24x7x365 (excluding scheduled maintenance windows) 99 5%, 24x7x365 (excluding scheduled maintenance windows) Support Availability 5AM-6PM Local Business Time, Monday-Friday 24x7x365 24x7x365 Expected Hold Time Calls answered in the order received
2 minutes or less 2 minutes or less Number of Technical Contacts 1 2 5 Designated Customer Relationship Manager No No Yes
Response Time 8-48 hours (see “Symantec Response Times” on page 4) 1-24 hours (see “Symantec Response Times” on page 4) 0 5 to 8 hours (see “Symantec Response Times” on page 4) Domain Units 1 domain included
with service activation 1 domain included with service activation and 10 additional domain units included with support plan 1 domain included with service activation and 10000 additional domain units included with support plan Administrator ID
Units
2 5 Unlimited
Knowledge Base http://www verisign com/support/mpki-for-ssl-support/ http://www verisign com/ support/mpki-for-ssl-support/ http://www verisign com/support/mpki-for-ssl-support/
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 email 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 email options for Managed PKI for SSL support For a complete list of telephone and email 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
http://www verisign com/support/mpki-for-ssl-support/ Telephone
Call +1-800-579-2848 or +1-650-426-3535 (if you are unable to dial a U S toll-free 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
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 email immediately following your purchase, please contact Symantec Technical Support
Submit low-severity issues or questions via email as follows:
• Order .Status – Email enterprise-authentication@symantec com 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 https://enterprise-ssl-admin verisign com 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, email us directly at enterprise-sslsupport@symantec com
Note: Use email only for low severity issues or questions The response time for email 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
Table 1-2 Managed PKI for SSL support response times
Basic Gold Platinum
Severity .1
Your service is down or unavailable and no workaround exists
In the Order Received
1 hour 30 minutes
Severity .2
Your service is functional, but usability is seriously degraded
24 hours 6 hours 2 hours
Severity .3
Your service is affected by problems or events that have minimal impact on availability or usability
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 email 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
More .Information
Visit our website
go symantec com/ssl-certificates
To speak with a Product Specialist in the U S
Call 1 (866) 893-6565 or 1 (650) 426-5112
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 94043 USA 1 (866) 893 6565
www symantec com
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
