TRUSTZONE Support Service Level Agreement

Contact:

Monday to Thursday: 8:30 AM to 4:30 PM GMT+1

Friday: 8:30 AM to 4:00 PM GMT+1

With the exception of public holidays.

 

+45 88 33 10 00

support@trustzone.com

https://trustzone.com/contact/

 

Our Goal

Due to the critical nature of the infrastructure and security solutions that TRUSTZONE provides, we understand that we need to provide the best possible support to eliminate any downtime.

By working closely with our customers, partners, and resellers through our support framework, we will provide a seamless transition of customer-facing issues through the organizations to ensure a positive experience.

 

Service Availability

The nature of every service we offer, and the way customers, partners, and resellers rely on them demand different levels of service.

The table below lists the availability goals for each service:

Measurement of Availability

When calculating availability each month, the amount of time each trouble ticket representing an outage was without a resolution (either temporary or permanent) is totaled and divided by the minutes each month.

For example, in a 30-day month where there are 720 hours, a 1-hour unplanned outage that month would result in a 99.86% uptime.

Support Programs Overview

TRUSTZONE offers two levels of support, Standard, and Premier.

While Standard is included with all products and services, Premier offers increased response times and availability and may be purchased at an additional cost.

Both programs offer several channels for accessing support, including phone, live chat, email, and a self-service portal. Service Time, Availability for Phone Support, and Response Times will vary based on the support program purchased.

Support types and availability

Support type

Availability

Phone Support Monday to Thursday: 8:30 AM to 4:30 PM and Friday: 8:30 AM to 4:00 PM (with the exception of public holidays).

Premier customers can have access to extended phone support.

Live Chat Support Live Chat Support is available from our website Monday to Thursday: 8:30 AM to 4:30 PM and Friday: 8:30 AM to 4:00 PM (with the exception of public holidays).
Self-Service Support Using a variety of resources on our website, you can solve many of the most common problems yourself.

Here, you can search our knowledge base for rich content, FAQs, up-to-date resolutions, white papers, and technical notes:

 

https://trustzone.com/knowledge-base/

Response Times by Program

This section provides information about response times based on support cases received through the various support channels:

Key term definitions

Key Event Definition
Response Time The time between notification of a problem to TRUSTZONE during support hours and acknowledgment of customer, partner, or reseller (answering telephone calls or sending a reply mail in case of email notification).
Time-To-Restore The time to restore the solution to a functioning state prior to the observation or find and implement an acceptable workaround, which solves (remedies) the unavailability or degradation.
Time-To-Solve The time to find and implement an acceptable workaround or agree on a plan, which solves (remedies) the unavailability or degradation in the service.

Support level definition and description

Support level  Definition Description
Priority 1 (P1) Critical Business Impact Complete or significant loss of service for which no workaround exists and work cannot reasonably continue – Breach of security or privacy would be an example of a P1.
Priority 2 (P2) Serious Business Impact Degraded loss of service due to performance issues – Fault tolerance environmental failure.
Priority 3 (P3) Minor Business Impact Minor loss of service. A minor product flaw with a workaround represents this type of flaw.
Priority 4 (P4) No Business Impact Service is working within operational parameters, but a minor irritant or frustration exists using a specific feature.

Standard support

Priority 1 (P1) Priority 2 (P2) Priority 3 (P3) Priority 4 (P4)
Response Times 4 hours 8 hours 1 business day 2 business days
Restore Times 8 hours 2 business days 3 business days Not applicable
Resolution Time 5 business days 31 calendar days 60 calendar days Not applicable

Premier support

Priority 1 (P1) Priority 2 (P2) Priority 3 (P3) Priority 4 (P4)
Response Times 2 hours 6 hours 1 business day 1 business day
Restore Times 4 hours 8 hours 1 business day Not applicable
Resolution Time 5 business days 31 calendar days 60 calendar days Not applicable

Support Workflow Phone

Through this channel, support representatives will be available to gather information about new issues. They will be able to offer initial troubleshooting, enter a new case, and notify a support analyst if they are unable to resolve the issue.

Fatal, Severe Impact, or Security Incidents should always use this channel for first contact.

Monday to Thursday: 8:30 AM to 4:30 PM

Friday: 8:30 AM to 4:00 PM

With the exception of public holidays.

Premier customers can have access to extended phone support.


Live Chat

On our website, https://trustzone.com, customers, partners, and resellers can reach our support staff via a live chat.

 

Email

By emailing support@trustzone.com, a new case will be created within the TRUSTZONE case management system.

This case will be placed in the appropriate support queue, and we will get back to you within the Response Times listed above.

 

Self-service Portal

Through the self-service support site https://trustzone.com/knowledge-base/, customers, partners, and resellers can search our Knowledge Base, use support tools, and initiate contact with support.

 

Escalation Process

Problems associated with service will be handled according to a negotiated timetable between TRUSTZONE and the customer, partner, or reseller. The following legend will be used to describe the terms agreed upon to handle escalation procedures:

Support level and escalated timescale

Support level Escalated timescale
Priority 1 (P1) 4 hours after initial call, escalated to Manager of Support. 24 hours after initial call, escalated to their superior.
Priority 2 (P2) 24 hours after initial call, escalated to Manager of Support. 48 hours after initial call, escalated to their superior.
Security Incident Resulting tickets will be immediately flagged as P1 and escalation procedures activated based on the following:

P1: Immediately escalated to Manager of Support; 1 hour after initial call, escalated to their superior.

Notification of Downtime

The delivery of a secure, highly reliable system requires downtime; this downtime will be planned in advance so you may plan accordingly. Such downtime will be limited to no more than 4-6 hours of downtime each month.

In the unlikely event that unplanned downtime is experienced, you have the option of being notified of these events.

Additionally, the status of the system, as well as notifications of the planned service windows, are always available on our website.

 

About TRUSTZONE

TRUSTZONE is Scandinavia’s largest SSL/TLS certificate supplier and a leading provider of scalable PKI and IoT solutions for encryption, authentication, and automated certificate lifecycle management.

With a full suite of compatibility-optimized, fully scalable certificate products and solutions, we offer custom options for companies and organizations across industries.

Our options fit all company sizes — from small, one-person businesses and startups needing one or two SSL/TLS certificates to large international companies looking for full-scale, enterprise-grade solutions.

We have more than 15 years’ experience with PKI, SSL/TLS, and certificate management. 3,000+ companies of all sizes have already trusted us with their certificates, and more than 80% of the Danish banking sector is protected by TRUSTZONE certificates.

Learn more on our About page here.