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 SSL escalation process

SSL escalation process

SSL certificate issues can occasionally require additional review from the certificate provider before they can be resolved. When this happens, the support team works directly with the SSL validation team to investigate reported issues, provide updates on progress, and help facilitate resolution efforts. This SSL escalation process explains when an issue may be escalated, the information you may be asked to provide, and what to expect while your request is under review.

When to escalate SSL certificate requests or issues?

Your SSL certificate request or issue may need to be escalated if it cannot be resolved through standard troubleshooting, including the following:

  • SSL certificate validation concerns
  • Certificate issuance delays
  • Certificate installation or configuration issues that require vendor review
  • Other SSL-related issues that cannot be resolved through standard troubleshooting

The support team will first review your issue and perform the necessary troubleshooting before determining whether escalation is required.

 

Information you may be asked to provide

To help speed up the investigation, our support team may ask for information such as:

  • Your account information
  • The domain name associated with the SSL certificate
  • Error messages or error codes
  • Screenshots of the issue
  • Log files, when available
  • The URL where the issue occurs
  • Details about your server environment, such as:
    • Server software and version
    • Operating system and version
    • Browser and version, if applicable
  • Any troubleshooting steps you have already completed

Providing complete and accurate information helps reduce delays during the investigation.

 

What happens during the escalation process?

If your case is escalated, response times may vary depending on the complexity of the issue and the investigation required.

While your case is under review:

  • We will continue to monitor progress.
  • We will provide updates when new information becomes available.
  • Additional information may be requested if the SSL validation team requires it to continue troubleshooting.

 

Important information

During the escalation process, please keep the following in mind:

  • Certain SSL certificate issues may require additional review and assistance from the certificate authority before resolution can be completed.
  • Providing complete information when contacting support can help reduce delays.
  • Resolution times may vary depending on the complexity of the issue and the level of investigation required.
  • The support team will work directly with the SSL validation team on your behalf and keep you informed throughout the process.