Support
All support requests for PKI-as-a-Service are raised through the Encryption Consulting Contact Us page. This single channel is used for technical issues, service requests, questions about the platform, and escalations, so every request is recorded and routed to the right EC team.
How to contact support
- Contact Us page: https://www.encryptionconsulting.com/contact-us/
- Email: [email protected]
On the Contact Us page, complete the form with the first and last name, company name, business email and phone number, select the enquiry type and the country, and describe the requirement in the message field. Select Send Message to submit the request. EC responds within one business day, or within the response target for the request priority, whichever is sooner.
Support hours and escalation
- Support hours: Monday to Friday, 9:00–18:00 US Central Time for P2–P4 requests. P1 – Critical issues are handled 24x7.
- P1 – Critical: state P1 – Critical and the business impact at the start of the message, so the request is prioritised immediately.
- Escalation: if a response target in Service Level Agreements is missed, escalate to the customer's EC engagement lead or account manager, who escalates to EC Support management.
Information to include
Including the following details in the request allows EC to start work without returning for more information:
- Organisation name and contact details
- Priority (P1 to P4) and business impact
- Affected CA, template, gateway or portal page
- Exact error message and the time it occurred
- Relevant log extracts and screenshots
- Steps already taken
What support covers
EC Support covers the components that EC operates as part of the service:
- CA servers (Root CA and Issuing CAs)
- HSMs and CA private keys
- CRL and AIA publication
- Self-Service Portal and API availability
- Enrollment Gateway software (installer and service)
The following remain the customer's responsibility:
- Customer servers that host CEP, the Enrollment Gateway or NDES (operating system, patching and hardware)
- Active Directory and Group Policy
- DNS records, including the CDP/AIA CNAME
- Client devices and applications
- MDM configuration (Intune, Jamf)
EC assists with customer-side issues that affect the service, for example by reviewing gateway logs, on a best-effort basis. See Shared Responsibility Model.