Support & Maintenance
for PrimeKey PKI Solutions

IT Security is a moving target and it is crucial to keep your solution up to date in order to keep a high level of security. With PrimeKey Support & Maintenance, you will get continuous updates of your PKI solution and professional support for any questions you may have.

Support & Maintenance Product Sheet

PrimeKey developers are passionate about maintaining the high quality of EJBCA through continuous updates and upgrades. Each new release contains improvements and upgrades to the EJBCA functionality, improving the software and keeping it up to date with current regulations. By subscribing to PrimeKey support and maintenance, you will automatically gain access to these new releases and upgrades, ensuring the highest quality of your PKI implementation.

As with any software, and especially with security software, it is important to keep EJBCA updated with continuous releases and security patches. Having a subscription to PrimeKey Support will not only give you access to new upgrades and features but also ensure that your software is kept up to date when it comes to security. In short, PrimeKey Support will keep your software at the highest security standards.

Through a PrimeKey Support subscription, both your management and your customers can sleep sound, assured that audit and policy requirements are fulfilled. And in case of issues with your PKI, or simply new demands on it, you have timely access to, and support from, our skilled PKI professionals.

Contact Pamela Kiewitt, PrimeKey’s Global Support Manager, and our team of skilled professionals supporting PrimeKey customers and partners here:

Contact support

PrimeKey Support Pam

Keeping your Security Solution
up to date and reliable in the future

Keeping your security up to date

IT Security is in constant development as new standards, new requirements and new threats come frequently. Malicious attacks often aim at known limitations where their targets have fallen behind in updating their security solutions. Having the PrimeKey Support & Maintenance you can feel secure in your PKI being up to date with the latest releases, patches and updates.

Take part of the latest releases

PrimeKey developers are passionate about maintaining the high quality of our products through continuous updates and upgrades. Each new release contains improvements and upgrades to the product functionality, enhancing the software and keeping it up to date with regulations. By subscribing to PrimeKey support and maintenance, you will automatically gain access to these new releases and upgrades, ensuring the highest quality of your PKI implementation.

Get support – straight from the source

If you experience a problem with your software or hardware (for PKI Appliance), PrimeKey Support & Maintenance gives you access to support straight from the source. That means that the same PKI professionals who developed your solution are there to help you solve your problem.

Support pricing will depend on the following variables:

  • ServiceLevelAgreement
  • Deployment size (defined by the number of users and installations)
  • Duration of the contract (with multi-year and prepayment options)

Highlights

  • Keeps your security solution up to date
  • New releases and updates for your software
  • Hardware support if anything happens to your PKI Appliance box
  • Support straight from the source with PKI professionals

You get…

  • The fastest, securest and most reliable solutions; the PrimeKey Enterprise software
  • The highest level of operational security for the core of your PrimeKey PKI
  • Direct access to critical knowledge
  • Developer-to-developer discussion and analysis
  • Fulfilled audit and policy requirements
  • … and more
IoTSecurity

Support Services

SUPPORT SERVICE SOFTWARE SUPPORT APPLIANCE SUPPORT
What do I get? Software Software and Hardware
Software downloads, incl. patches Enterprise level Enterprise level
Online documentation X X
Support portal access X X
Number of incidents Unlimited Unlimited
Security and critical patch notifications X X
Hotfix and emergeny patches X X
Firmware updates, incl. patches X
Installation, basic advice during X X
Installation, complete (additional charges) X X
Raise support case via web and e-mail X X
Raise support case via phone
(8×5 or 24×7)
X X
Guaranteed response time X X
Professional services (additional charges) X X
Hardware maintenance and replacement X

Service level Agreements

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 X X
Deployment and maintenance X X
Access to technical documentation X X
Issue tracker X X
Feature request Limited X

* = Non-holidays only.
** = In place assistance is available on PrimeKey’s decision and surcharge