Guide

Global Product Support

Customer success and service excellence is our focus
 Table of Contents
Welcome......................................................................................................... 3

Our vision.......................................................................................................4

Learn.........................................................................................................4

Educate....................................................................................................4

Accommodate.......................................................................................4

Our mission.................................................................................................... 5

Customer satisfaction................................................................................ 5
What are our customers saying?........................................................... 5

Contact us......................................................................................................6

Global support leadership....................................................................... 7

Who can contact us?.................................................................................8

How do I know who is authorized for support?.......................8

Customer Service Review.................................................................9

Entrust world-class training program................................................ 10

Knowledge Base and documentation.................................................11

Product Support & Integration Center (PSIC)................................12

Additional resources.................................................................................13

User guide.............................................................................................13

Training videos.....................................................................................13

2
Welcome
Welcome to the Entrust family. We are here to support you along your journey
to enable a world with trust. Entrust Product Support is available 24x7x365*
to ensure that you are successful and to provide you with timely answers
and resolutions.

How do we do this? This is done by investing in our Global Follow-the-Sun

Product Support Teams located in the following regions:

• Dallas, Texas
• Reading, UK
• Singapore
• Ottawa, Canada
• Copenhagen, Denmark
• Madrid, Spain
• Barcelona, Spain

Copenhagen,
Denmark

Reading, UK

Barcelona,
Ottawa,
Spain
Canada
Madrid,
Spain
Dallas, TX

Singapore

LEARN MORE ABOUT GLOBAL PRODUCT SUPPORT AT ENTRUST.COM 3

 Our vision
Our vision is to Learn, Educate, and Accommodate.

Learn:
Having a global support presence is just one part of providing
trusted support; we also heavily invest in mentoring and growing
our team members by providing them with on-demand IT training
from LinkedIn Learning, CBT Nuggets, and other industry leading
learning services.

We then take it a step further and encourage and challenge them to

obtain leading industry certifications such as CompTIA, AWS, Cisco,
and many more.

We invest in our teams as part of our commitment to you that we

have up-to-date training and skills that will lead you to success
with Entrust, and help you to meet your goals and objectives for
securing trust.

Educate:
We use what we learn not to provide “Yes” or “No” answers, but to
provide clear solutions to you and your company to ensure that you
resolve the issue and that it does not reoccur.

Accommodate:
Our technical representatives are focused on easing your security
burden by reducing the complexity of forever evolving security
needs. We’re determined to make it easier for you to implement
solutions and be successful with Entrust.

4
Our mission
To provide industry-leading support to all customers, remaining agile and
forward-progressing at all times, and ensure our customers’ success with
our products and services.

Customer satisfaction
We take pride that we can share that month-over-month we receive
85%+ perfect scores from our support satisfaction surveys, with a 12%+
response rate.

What are our customers saying?

“ E xcellent Tech - knew the fix instantly from the error I pasted in the ticket and
within a few minutes had talked me through the master shell commands. ”

“ I was very impressed with the expertise and patience of the customer support
I received from both Entrust customer support [reps] I dealt with. ”

“ T he support rep knew the answer to what I was asking and even double-
checked to make sure we wouldn’t have issues. Great support! ”

LEARN MORE ABOUT GLOBAL PRODUCT SUPPORT AT ENTRUST.COM 5

 Contact Us
Support Silver* Platinum*

Support Services Phone 24/5 24/7

Availability Sunday, 8 p.m. ET Dedicated phone line to
to Friday, 8 p.m. ET move your call to the top of
entrust.com/contact/support the queue.
entrust.com/contact/support

Email/Chat 24/5 24/5

Sunday, 8 p.m. ET Sunday, 8 p.m. ET
to Friday, 8 p.m. ET to Friday, 8 p.m. ET

enttrust.com/contact/support

Prioritized requests X •
Emergency Telephone
Support
Severity 1 • •
(Non-supported hours)
Severity 2 Paid Support Available •

Severity 3 Paid Support Available •

Severity Description

Critical Severity 1
Production server or other mission-critical system(s) are down, and no workaround is
immediately available.
End-user must have dedicated resources available to work on the issue on an ongoing
basis during reported incident.
All Severity 1 incidents must be confirmed via telephone.

Critical Severity 2 Major functionality is impacted, or significant performance degradation is

experienced. The situation is causing a high impact to portions of your business
operations and no reasonable workaround exists.
All Severity 2 incidents must be confirmed via telephone.

Critical Severity 3 Inquiry regarding a routine technical issue; information requested on application
capabilities, navigation, installation, or configuration; bug affecting low number of
users. Acceptable workaround available.

Support
Silver* Platinum*
Resolution Targets*

Severity Severity 1 8 to 48 Hours 4 to 24 Hours

Severity 2 2 to 5 Business Days 1 to 5 Business Days

Severity 3 4 to 20 Business Days 2 to 20 Business Days

*Resolution targets differ based on product. The extended times are for our on-premises offerings due to multiple dependencies other
than Entrust products and services.

6
 Global Support Leadership
Manager Responsibility Phone Email Address

Gunnar Hermansen On-Premises O: +45.7022.5533 Gunnar.Hermansen@entrust.com

Manager EMEA Enterprise Products M: +45.2134.4519
EMEA

Shaun Fernandez On-Premises PKI O: 1.972.728.0359 Shaun.Fernandez@Entrust.com

Manager North America, APAC M: 1.817.487.7729

Dean Cullen On-Premises

O: 1.613.270.2520
Manager Authentication Dean.Cullen@Entrust.com
M: 1.613.552.3195
North America

Dee Patel Certificate Solutions O: 1.613.270.3707

Dee.Patel@Entrust.com
Manager North America M: 1.613.292.5036

Hans Liem Certificate Solutions

O: 1.613.270.3644 Hans.liem@Entrust.com
Manager APAC

Luke Gaudet Global Product O: 1.972.728.0408 Luke.Gaudet@Entrust.com

Director Services M: 1.972.313.5404

Robert Lauzon Global Product O: 1.613.270.2513 Robert.Lauzon@Entrust.com

Director Support M: 1.613.325.6792

Becca Brese VP, Global Technical O: 1.972.728.0363 Becca.Brese@Entrust.com

VP Product Support & M: 1.469.563.8863
Customer Success

LEARN MORE ABOUT GLOBAL PRODUCT SUPPORT AT ENTRUST.COM 7

 Who can contact us?
Entrust is dedicated to the security of our customers and partners, and
because of this we only provide support to listed and authorized contacts.

How do I know who is authorized for support?

• Listed contacts can be found within your product/service portal
- TrustedCare - https://trustedcare.entrust.com/TrustedCare/
• You can also log cases and look up your product information
- Entrust Certificate Services - https://login.entrust.net/
• If you do not have access to the above portals and have an incident
that you would like to report, you must escalate the request through
your IT department who is an authorized Entrust contact.
- If the contact has left and you require access, you can submit your
request to support@entrust.com. Please include the following:
• First and last name
• Phone number
• Company organization
• Your title within the organization
• Which product or service you are requesting support for
•B
 usiness impact description (e.g., services down, number of users
impacted, project impacted, financial impact)
-O
 nce we have received these details, we will review the request
and provide the next steps.

8
Customer Service Review
Monthly, cross-organizational review

• CEO, VPs, PM, Sales, R&D, Marketing

• Emphasis on customer success
• Activities visibility & discussion
• End-to-end breadth
• Internal product trials
• Service-centric
• Service delivery
• Voice-of-the-customer and CVA analysis and improvement
• Trending issues and escalations

Communicate and align improvements across Support, R&D, and Sales.

Key
Accounts

Customer
Reporting
Feedback

Customer
Service
Review

Product Support
Roadmap Service
Delivery

LEARN MORE ABOUT GLOBAL PRODUCT SUPPORT AT ENTRUST.COM 9

 Entrust world-class
training program
Expand your security knowledge and join the more than 4,800 security
professionals who have received world-class training for Entrust’s
award-winning products and solutions.

Through a variety of hands-on courses, Entrust delivers effective

training for deploying, operating, administering, extending, customizing,
and supporting any variety of Entrust digital identity and information
security solutions. Delivered by training professionals, Entrust’s
professional training services help to equip you with the knowledge you
need to speed the deployment of your security platforms and solutions.

Information Security Solution Training Services | Entrust

Do not see the course you are looking for? Ask your support contact
and we will align you with one of our professionals.

10
Knowledge Base and
documentation
Entrust recognizes that the market insists on easy access to information
that is readily available at their fingertips. Entrust Support Professionals
continually strive to provide our customers with well-articulated articles
that assist our customers in being successful. Information types that are
readily available are broken down into segmented information such as
product documentation, frequently asked questions, white papers,
how-to articles, etc.

We have included search functionality that provides the capability to

narrow the scope and choose the product name, type of article, and
product guide.

We encourage our customers to visit our Knowledge Base, which can be

found at the following address:

Entrust Certificate Services Public Knowledge Base: entrust.com/

knowledgebase/ssl

For all other products, please log in to TrustedCare: trustedcare.entrust.

com/TrustedCare/

LEARN MORE ABOUT GLOBAL PRODUCT SUPPORT AT ENTRUST.COM 11

 Product Support & Integration
Center (PSIC)
PSIC provides information specific to each Entrust product and aligns
supported third-party products and versions that have been tested and
supported by Entrust. It is important that your organization understands
that any products that fall outside these specifications could pose
problems to your organization, resulting in an impact to your business,
for which your organization assumes sole liability. If your organization
would like to upgrade any third-party components, we highly
recommend you review our PSIC documentation.

Do not see the product or version you are looking for?

Please log an enhancement request with your Entrust Support

Professional. We are happy to gather requirements, act as your
advocate, and keep you apprised of the status.

More information can be found on our TrustedCare portal by choosing

the product name. The PSIC information can be found under the
documentation.

Sample Name: PSIC <Product Name, Version>

12
Additional resources
User guide
Located within SSL Enterprise under the Help Menu:
https://managed.entrust.net/documentation/cms/WebHelp/index.htm#

Training videos
Located within SSL Enterprise under the Help Menu:
https://cloud.entrust.net/EntrustCloud/?//thirdparty/video
(under Help > Videos)

Check out our YouTube Channel - Entrust - YouTube and ECS Support Playlist.

LEARN MORE ABOUT GLOBAL PRODUCT SUPPORT AT ENTRUST.COM 13

 For more information
888.690.2424
+1 952 933 1223
sales@entrust.com
entrust.com

ABOUT ENTRUST CORPORATION

Entrust keeps the world moving safely by enabling trusted
identities, payments, and data protection. Today more than ever,
people demand seamless, secure experiences, whether they’re
crossing borders, making a purchase, accessing e-government
services, or logging into corporate networks. Entrust offers an
unmatched breadth of digital security and credential issuance
solutions at the very heart of all these interactions. With more
than 2,500 colleagues, a network of global partners, and
customers in over 150 countries, it’s no wonder the world’s
most entrusted organizations trust us.

Learn more at
entrust.com Global Headquarters
Entrust and the hexagon logo are trademarks, registered trademarks, and/or service marks of Entrust 1187 Park Place, Minneapolis, MN 55379
Corporation in the U.S. and/or other countries. All other brand or product names are the property of their
U.S. Toll-Free Phone: 888 690 2424
respective owners. Because we are continuously improving our products and services, Entrust Corporation
reserves the right to change specifications without prior notice. Entrust is an equal opportunity employer. International Phone: +1 952 933 1223
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