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Get Help and Support

This page lists the main support paths for Certify The Web products, including self-service documentation, community discussion, partner help, and direct support.

Self-Service Resources​

Start with the product or task guide that matches the problem:

Contact Support When You Need Product-Specific Help​

Full time support is available by email for registered users and for organizations actively evaluating the software.

To create a new support request, email support at certifytheweb.com.

Support operates weekdays in Australian Western Standard Time, with some weekend coverage. Telephone support and general consultancy are not currently offered.

Include This Information in Your Request​

  • The licensed account email address, or note that you are evaluating the software.
  • A clear description of the problem, expected behavior, and what changed.
  • Steps to reproduce the issue.
  • Relevant environment details such as Windows version, hosting platform, CA, DNS provider, or deployment target.
  • Logs from the managed certificate Status tab where applicable.

Domain details shared with us via support are treated as confidential. There is normally no need to redact domains in logs, and doing so can make diagnosis harder.

Evaluating the Software​

Our products are aimed at organizations and professionals who need dependable certificate automation with support. You are encouraged to test your own scenario before purchase, because not all usage patterns are supported.

If you are evaluating the product and have pre-purchase questions about fit, deployment, or supported scenarios, contact support at certifytheweb.com.

Community and Public Issues​

  • Community Edition users are encouraged to join the community forum: community.certifytheweb.com
  • Public bug reports and feature requests can be discussed on the community forum or raised on the GitHub project when appropriate.
  • GitHub issues are not used for private support requests.

Consultants and Solution Partners​

We do not currently offer pre-sales calls or onsite consultancy directly, but we are happy to answer product questions via the helpdesk.

If you are looking for regional consultants who can advise on deployment or operations, see our list of Solution Partners.

If you are a solution partner and need product-specific clarification, contact the helpdesk in the usual way.