Support & Maintenance
for PrimeKey® PKI Solutions
Our PrimeKey Support team helps you retain a high level of security by keeping all PrimeKey products upgraded and working smoothly.
If you are currently a registered customer, please log in here:
PKI support and maintenance
By subscribing to PrimeKey support and maintenance, you gain access to a team of experts ready to help you with your PKI implementation and administration.
PrimeKey developers are passionate about maintaining the high quality of EJBCA and SignServer through continuous updates and upgrades. Each new release contains improvements and upgrades to the functionality, improving the software and keeping it up to date with current regulations.
Save time and energy by letting PrimeKey take care of the details for you. Get in touch with us to learn more about our support and maintenance offer.
PrimeKey documentation
Visit PrimeKey Documentation to learn more about the installation and administration of EJBCA Enterprise, SignServer Enterprise, EJBCA appliances and all other PrimeKey products. We offer free tutorials and guides to everyone who uses our security software and hardware products.
PrimeKey support options
We offer two levels of support that you can choose from. Choose "Premium" or "Standard" depending on your needs. Please see the chart below to see what is included with each support level.
Type of service
Standard
Premium
Support times (Swedish local time or PST)
9am-5pm Mon-Fri *
24x7x365
Response times
Next business day
4 hours
Assistance
Remote
Remote or in place **
Product expert advisory and help
✓
✓
Deployment and maintenance
✓
✓
Access to technical documentation
✓
✓
Issue tracker
✓
✓
Feature request
Limited
✓
* Non-holidays only
** In place assistance is available on PrimeKey’s decision and surcharge
Cryptography support for your applications
If you need cryptography support for your applications, you can leverage our Bouncy Castle support subscription. Bouncy Castle is one of the most widely used FIPS-certified open source cryptographic APIs for Java and C#.
A PrimeKey support subscription can help you in three main ways:
PKI and digital signing software and hardware support
PrimeKey offers exceptional support for PKI and digital signing solutions deployed in the cloud, on-site, or as a hybrid. Our experienced support team can help you with both software and hardware support questions.
See the chart below to see the what is included with our software and hardware support subscriptions.
Support service
Software support
Hardware appliance support
What do I get?
Software
Software and Hardware
Software downloads, incl. patches
Enterprise level
Enterprise level
Online documentation
✓
✓
Support portal access
✓
✓
Number of incidents
Unlimited
Unlimited
Security and critical patch notifications
✓
✓
Hotfix and emergency patches
✓
✓
Firmware updates, incl. patches
n/a
✓
Installation, basic advice during
✓
✓
Installation, complete (additional charges)
✓
✓
Raise support case via web and e-mail
✓
✓
Raise support case via phone (8×5 or 24×7)
✓
✓
Guaranteed response time
✓
✓
Professional services (additional charges)
✓
✓
Hardware maintenance and replacement
n/a
✓
Service Level Agreements
Learn more about what we offer with our support subscription:
General Terms and Conditions (GTC)
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