GeoTrust TrueFlex Enterprise Security Center

General Information ID:    INFO2013    Updated:    04/02/2014

Description

 

All GeoTrust TrueFlex annual subscriptions come with Basic Support. Additionally, you can purchase Premium Support online when you set up or renew your annual subscription, or you can contact your account representative at any time.
 
Premium Support provides the ultimate in peace of mind with support available 24 hours a day, 7 days a week, 365 days a year. Your account representative can help you determine the level of support you need.
 
Contacting GeoTrust Support (including non-business hours and international contacts)
 
 
 

 
Basic
Premium
Support period
1 year (with annual subscription)
1 year (or prorated with annual subscription)
How to get it
Standard with your subscription
Add during subscription setup or contact Symantec
Service availability
99%, 24x7x365
(excluding scheduled maintenance windows)
99%, 24x7x365
(excluding scheduled maintenance windows)
Technical support availability
5AM-5PM PST
Monday-Friday
24X7X365
Call response time
Calls answered in the
order received
80% of calls answered in 2 minutes or less
Escalation response times
 
 
Severity 1: Service unavailable.
2 hours*
1 hour
Severity 2: Service available, but with degraded performance.
24 hours*
6 hours
Severity 3: Service available, but with minor performance issues.
48 hours*
24 hours

 
*Estimate—actual times vary by call volume
 
 
Find product information and troubleshooting solutions online, or contact GeoTrust Support by telephone, chat, or email.
 
Online Resources
Go to the GeoTrust support site at:
 
The GeoTrust support site includes:
·          Service alerts and notifications
·          Frequently asked questions
·          How-to instructions
·          Detailed and searchable Knowledge Center
 
 
Telephone, Chat, and Email Support
For direct and personal assistance, contact GeoTrust Support.
 
So we can help you resolve your problem quickly, make sure you have the following information ready or include it in your communication:
 

Account information
Description of the problem
·         Your name
·         Your telephone number
·         Your email address
·         Company/organization name
·         Product you are using (Enterprise Security Center or the certificate type)
·         Order number
·         Certificate common name
 
·         What you are trying to do
·         Actual results
·         Exact error messages or codes
·         Steps you followed just before the problem occurred
·         URL you were trying to access when the problem occurred
·         Your server and operating system version
·         Your browser software and version
·         Other relevant details

 
Telephone
Call us during normal business hours and select the appropriate option for order status or technical support. See below for non-business hours.
 
North and South America
1 (866) 436-8787 or 1 (520) 477-3152
5AM-5PM PST, Monday through Friday
 
Europe
353 1 793 9084
8AM-5PM GMT, Monday through Friday
 
Asia Pacific
61 3 9914 5661
9AM - 5PM AEST, Monday through Friday
 
Chat
Chat live with a GeoTrust Support representative. Open Enterprise Security Center and click CHAT WITH US, or go directly to the GeoTrust Live Chat Console:
 
Email

For order status inquiries, contact us at:
esslorders@geotrust.com
 
For technical support by email, contact us at:
enterprise-sslsupport@geotrust.com
 
A representative should respond within 24 hours (excluding weekends). If you need immediate assistance, contact us by telephone.
 
Contacting GeoTrust Support during Non-Business Hours
Premium Support customers can reach us during non-business hours:
·         Call us at 1 (866) 511-4141, option 6 (technical support).
·         You will need your Premium Support PIN. Your PIN is found in your Enterprise Security Center account on the right side under “Need Assistance?”
 
Severity 1 Issues
For a Severity 1 issue:
·          Contact us by telephone.
·          Have access to the computers or systems experiencing the issue.
 
 
GeoTrust 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 GeoTrust
·          Questions related to third-party applications. These questions must be directed to the application vendor.
·          Training for third-party applications or products
 
Support for Subscribers
If an administrator cannot resolve a subscriber's issue (for example, questions about certificate approval, revocation, replacement, and renewal), he or she can contact GeoTrust Customer Support on the subscriber's behalf. For security reasons, GeoTrust Customer Support accepts calls only from administrators or technical contacts.
 
Support for Certificates
We cannot approve, replace, or revoke certificates on your behalf. These functions are restricted to authorized administrators within your organization.
 

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