Advanced Technical Assistance
Advanced Technical Assistance
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Some SSL Certificate problems cannot wait for a back and forth exchange of e-mails. A website might be showing a security warning to every visitor, an SSL Certificate might have stopped working on older devices, or a server might need configuration changes that have to be made quickly and correctly. Advanced Technical Assistance is a paid service for customers who need urgent, hands-on help to resolve issues like these.
Most of the problems covered by this service are well documented, and the solutions are widely understood within the industry. What makes them difficult is applying the correct fix on a live server without causing further disruption. The service connects you with a technician who is proficient with SSL Certificates and understands a wide range of server infrastructure and software, so the issue can be resolved directly or explained step by step while you stay in control.
Trustico® offers this service to existing customers who hold a traditional SSL Certificate. It is intended for documented technical issues that are beyond your own ability to resolve in a timely fashion. It is designed to support traditional SSL Certificates rather than automated Certificate as a Service (CaaS) products, which handle installation and reissues through their own software. Learn About Traditional SSL Certificates and Certificate as a Service 🔗
This page explains what the service includes, how the assistance is delivered, and how the service is billed, so you know exactly what you are paying for before you place an order.
What Advanced Technical Assistance Covers
This service focuses on the technical work involved in getting an SSL Certificate installed, trusted, and working as expected across browsers and devices. The examples below are the most common requests, although the service is not limited to them. If your issue relates to an SSL Certificate and a server or device configuration, it is very likely something this service can help with.
SSL Certificate Installation and Server Configuration
Installing an SSL Certificate correctly involves more than copying files onto a server. The SSL Certificate, the Private Key, and the intermediate Certificate Authority (CA) files all need to be in the right place and referenced correctly by the web server software. A small mistake in any one of these can leave a site unreachable or untrusted.
Assistance is available for Internet Information Services (IIS) on Windows Server, as well as Apache, Nginx, and other common platforms. A technician can install the SSL Certificate for you, confirm the configuration, and verify that secure connections are working before the session ends. View Our Installation Instructions 🔗
Intermediate Certificate Chain and Trust Errors
One of the most frequent problems is an incomplete Certificate chain. When the intermediate Certificate Authority (CA) files are missing or installed in the wrong order, a website can appear secure in some browsers while failing on older devices and applications that do not download the missing files automatically.
This service identifies the exact gap in the chain, installs the correct intermediate Certificate Authority (CA) files, and confirms that the full chain is served correctly. Learn About Intermediate Certificates 🔗
Chain problems are especially common on Windows Server, where the operating system handles the Certificate store differently to other platforms. Discover How to Resolve Windows IIS Chain Issues 🔗
Connection, Compatibility and Browser Warning Problems
An SSL Certificate that is installed correctly can still produce warnings for other reasons. Mixed content, a site that works on the www version but not the root domain, redirects that are not configured, and SSL Certificates that are not trusted on older hardware are all problems this service can diagnose and correct.
Where the cause is a setting on your server or device rather than the SSL Certificate itself, the technician will explain what is happening and resolve it during the session. Find Out More About Fixing Trust Errors on Older Devices 🔗
How the Assistance Is Delivered
Advanced Technical Assistance is delivered in real time so that problems are resolved quickly. You can choose to have the work carried out for you, or to be guided through it yourself, depending on your access and your level of comfort with the server involved.
Remote Access Sessions
For hands-on work, a technician can connect to your server using Remote Desktop Connection, Virtual Network Computing (VNC), or similar remote access software. This allows the issue to be resolved directly, with the technician making the necessary changes while you watch and ask questions.
You remain in control of the session at all times and decide what level of access to grant. Remote access requires that you provide the connection details and any credentials needed to reach the server.
Telephone and Guided Assistance
If you prefer to keep the work in your own hands, assistance is also available by telephone. A technician will walk you through each step, explain what to change and why, and confirm the result with you as you go. This option suits customers who want to understand the fix or whose security policies do not allow remote access.
Choosing a Response Time
When you place an order you can choose a response time that matches the urgency of your situation. The response time is the period within which Trustico® will attempt to make contact with you, and this service is available seven days a week.
The Standard response time is 24 hours and suits issues that are not time critical. The Priority response time is 12 hours for problems that need attention the same day. The Emergency response time is 1 hour and is reserved for the most urgent situations where a website or service is affected and needs immediate attention.
An Emergency request is treated as the highest priority. A technician is notified at any hour and on any day, and will respond with the utmost priority regardless of the time of day or the day of the week.
Session Length and Billing
Each Advanced Technical Assistance session lasts a maximum of 30 minutes. The charge covers that single session, whether the work is carried out over the telephone or during a remote access session. Many common issues are resolved within one session, and where more time is needed a further session can be arranged.
The service is non-refundable once a session has begun. The only exception is where technical support was not rendered and Trustico® agrees that this was the case. In that situation a refund may be provided, less any banking or processing charges that were incurred. A session that does not meet your expectations is not grounds for a refund, provided technical support was rendered.
Important : Each session is limited to a maximum of 30 minutes and is non-refundable once the session has begun. A refund is only considered where technical support was not rendered and Trustico® agrees that this was the case, and any such refund excludes banking or processing charges already incurred, regardless of whether your expectations were met.
Preparing for Your Session
When you request Advanced Technical Assistance, provide a brief description of the problem together with the relevant contact details. Trustico® will attempt to liaise with you about the issue in the first instance, so accurate contact details allow the technician to reach you within the response time you have chosen.
A clear description of the problem also lets the technician prepare and confirm that the issue falls within the scope of this service before any time is spent.
A little preparation also helps resolve your issue within the shortest possible time. Have your SSL Certificate files, your Private Key, and the relevant server login details ready. Trustico® does not store Private Keys, so you will need access to your own copy for any installation or reissue work.
Tip : Make a note of the exact error message you are seeing and the browsers or devices affected. The more detail you can provide at the start, the less time is spent locating the cause.
If you would rather have a complete first time installation handled for you as a standard service, that is also available separately. Learn About Premium Installation 🔗
What This Service Does Not Cover
Advanced Technical Assistance is focused on SSL Certificates and the server or device settings that affect them. It does not include website design, web development, application programming, or general server administration that is unrelated to an SSL Certificate.
If you are unsure whether your particular issue falls within the scope of this service, you are welcome to describe it first so it can be confirmed before you place an order.
Once your order is placed, a technician will be in contact to arrange a suitable time and confirm how you would like the assistance delivered. Most sessions can be scheduled quickly, and urgent issues are treated as a priority.
