Frequently Asked Questions (FAQs)

Website Security Product and Service Questions

Ordering, Purchasing and Contract Questions

General Questions

Website Security and PKI Partner Questions


1. What platform can I use to administer/manage my certificates?

Symantec customers can continue using their existing management tools for Symantec certificates. The move to an innovative, next-generation platform is anticipated to begin in 2018 and will likely require an API update to move to the new servicing URL at that time. DigiCert will communicate changes as they arise and will work to ensure that any changes are seamless to your operations.

2. Will I need to change the systems or APIs I access after the close?

No. After the close, customers may continue using the API access they have already used. DigiCert plans to eventually migrate all customers to a single, robust platform that increases the functionality of all users. DigiCert will use commercially reasonable efforts to implement the migration in a way that minimally impacts all users.

3. What happens to my seal (i.e., Norton Secured Seal)?

Any seal issued by Symantec will remain valid after closing. Any changes will be communicated by DigiCert.

4. Will my Symantec SSL/TLS certificates continue to work after the acquisition?

Yes, this acquisition has no impact on your certificates' validity periods. Unless impacted by browser-related issues, all Symantec issued certificates remain valid and will continue to work until their respective expiration dates.

5. What will happen with the Root Hierarchies after the close?

Per the Google and Mozilla plan, the browsers plan to gradually distrust all existing Symantec roots over the next year. Customers impacted by this distrust will receive notification and remediation steps from DigiCert following the close. However, DigiCert does plan to cross-sign certain roots with the older Symantec roots to provide a wide ubiquity, and support customers with pinned roots or custom applications. Customers relying on a specific Symantec root are encouraged to contact DigiCert immediately following the close for assistance with the migration.

6. Will the Root structure change after the close?

Yes, but not immediately. DigiCert plans to create new roots that are cross-signed by the existing Symantec roots. These new roots will be embedded in browsers, providing a seamless transition for most customers. Customers with pinned intermediates or roots should contact DigICert immediately following the close for assistance.

7. Will the validation process change after the close?

Yes. DigiCert is known for its robust validation process, which means customers may experience faster verification times. Although all Symantec workflows may be supported initially, we plan to implement changes as necessary to support existing needs.

8. Will Symantec certificates remain valid until their expiration dates?

It depends. Browsers announced a deprecation timeline that begins in March of 2018. Customers with certificates issued prior to June 2016 need to replace existing certificates before then. All customers will need to transfer to the new roots by September 2018. DigiCert will begin contacting customers immediately after the close to assist with the migration. All existing certificates impacted by the distrust dates will receive replacement certificates for the remaining validity period at no cost to them.

9. Will all existing Symantec website links still work after the close?

Yes, but some links may change in the near future. Website tool addresses and credentials will remain the same immediately after the close and for the foreseeable future. Revocation information links included in a certificate will likely transfer shorter after the close. Most customers should not be impacted by this link migration. DigiCert will give prior notice on any website links being deprecated after the close.

10. Any changes for Norton Shopping Guarantee customers?

No. If you are a Norton Shopping Guarantee customer, there will be no changes in how you contact and do business, and no changes to the benefits you receive.

11. Any changes for code signing customers?

No. If you currently purchase Thawte or Symantec code signing certificates there are no changes. Any changes will be communicated by DigiCert.

12. How will my contracts and day-to-day functions be impacted by the DigiCert acquisition?

Very little changes today. Existing contracts remain active and will be assigned to DigiCert at closing. Prepaid units will remain available and pricing remains the same today. Customers should expect to keep their existing account managers. Symantec Technical Support contact information is not changing upon acquisition. DigiCert will communicate any changes in the future.

13. Will DigiCert honor all existing Symantec standard terms and conditions and signed agreements governing the Website Security and related PKI products?

Yes. DigiCert will honor the assigned, transferred and duplicated agreements through their natural end date or expiration of the current subscription term. Any new purchase of a DigiCert branded product or service will be on DigiCert’s standard terms and conditions, unless otherwise agreed by DigiCert and customer. Because of the root distrust proposed by Google and Mozilla, customers with dedicated intermediate certificates are an exception to this general guideline.

14. I have an agreement providing master terms, including any amendments (“Master Agreement”), and I order both Symantec’s PKI solutions (“Divested PKI Solutions”) and other Symantec products and services (“Symantec Solutions”) under the same Master Agreement. What will happen after the close?

We recognize the terms of your Master Agreement may apply to both lines of business. You will receive notice from Symantec and DigiCert about ongoing business and the impact to your Master Agreement. In order to continue to support your orders as of the closing date, the following will apply:

  1. Symantec will continue to be a party to the Master Agreement with you, but only for the ongoing support of your Symantec Solutions.
  2. A duplication of the Master Agreement will exist whereby DigiCert will be deemed a party with you under a separate but identical copy of the Master Agreement. DigiCert will accept and assume Symantec’s responsibilities under such Master Agreement, but only for ongoing provision of your Divested PKI Solutions.
  3. These Symantec and DigiCert duplicate Master Agreements are separate and independent agreements and any subsequent changes to one will not affect or modify the other. For example, if you have Symantec Master License Agreement and an amendment to accommodate purchases of Divested PKI Solutions, that is your Master Agreement in this context.

If you have been purchasing Data Loss Prevention (DLP), Validation & ID Protection (VIP) or Managed PKI (MPKI) from Symantec, then the Symantec Master Agreement will continue to apply to your purchases of DLP and VIP, whereas the DigiCert Master Agreement will now apply for purchases of MPKI because DLP and VIP are Symantec Solutions and MPKI is one of Divested PKI Solutions.

15. Should we expect the standard terms and conditions to change?

Any new purchase of a DigiCert branded product or service will be on DigiCert’s standard terms and conditions, unless otherwise agreed by DigiCert and customer. Terms and conditions will be relevant to the product or service being offered and in line with industry standards. That said, we do not expect the standard terms and conditions to be changed in a manner that is materially adverse to most customers. Customers with a dedicated intermediate certificate should contact DigiCert after the close to discuss their particular situation.

16. How do I purchase or renew SSL/TLS products and services after closing? Learn more about SSL/TLS products and how to submit payments by clicking on the Operational Details Information PDF.

Your account representative, and payment plan will remain the same. For information on Order Submissions, Remit-To Entities and Addresses, Tax IDs and Subscriber Agreements please view our Operational Details Information document. In addition, you can contact your account manager to discuss any new orders or renewals. DigiCert will provide more information in the future.

17. What will happen to my existing Complete Website Security (CWS) subscription?

All Complete Website Security (CWS) subscriptions remain valid through the current subscription period. Symantec certificates impacted by the browser requirements will need to be replaced by DigiCert, at no additional cost to you. At the appropriate time, DigiCert will reach out to affected customers to make the process as seamless as possible.

18. Are my Sales, Technical Support, Auth team and other contacts at Symantec still the same?


19. Who should issues be escalated to?

You should continue working with your existing Symantec contacts.

20. Where can Partners find more information?

Partners can find more information on our Transition microsite for partners by clicking here.


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