Getting Support
CertTracker support is layered. Three channels are open to everyone — Personal users included. The thing that scales with your plan is how quickly we get to your ticket, not whether you can talk to us at all.
The three channels (open to all tiers)
1. Community forum + wiki
The fastest way to find an answer is usually that someone has already asked. Both the Wiki and the Community Forum are open to everyone with a CertTracker account, regardless of plan. The wiki covers everything the product does; the forum is where customers and staff discuss real-world workflows and edge cases.
If you post in the forum and a CertTracker staffer sees a pattern worth turning into product behavior, it goes on the roadmap.
2. Email
You can always reach the team at support@certtracker.12squared.com. No portal login required, no plan check. Useful when you want to send a long write-up, attach files, or your question doesn't map neatly to the ticket form.
Replies feed into the same ticket queue as portal submissions, so the response-time tiers below apply.
3. Open a Support Ticket
The Open a Ticket option in the Support menu (top nav, every page) creates a tracked ticket with status updates as it moves through the queue. Available to everyone — anonymous visitors can open a ticket too, useful for "I can't log in" cases.
Response priority by tier
What differs between tiers is how soon a CertTracker staffer responds, not whether they ever do.
| Tier | Response model |
|---|---|
| Personal | Staff discretion. We may or may not respond depending on the question. Security issues, suspected platform bugs, billing problems, and questions that benefit the whole community are typically addressed quickly. Routine usage questions on Personal accounts are best answered via the wiki or forum. |
| Starter | Staff discretion. Same as Personal — we read every ticket but route effort toward issues with broader impact or higher severity. |
| Pro | Best-effort response. A staffer will read and respond to every ticket. We don't commit to a specific response time, but we try to triage within a business day. |
| Business | Priority — top of queue. Business tickets jump to the front of the line ahead of Personal/Starter/Pro. We aim to acknowledge within a few business hours during the work week. |
| Enterprise | Priority — top of queue. Same handling as Business; Enterprise customers are also assigned a named contact during onboarding. |
"Priority" means the ticket is sorted to the top of the work queue when a staffer picks the next thing to look at. It does not mean an SLA-bound 24/7 response; CertTracker is a small operation, and we're honest about that.
What to include in a ticket
You'll get a faster, better answer if your ticket includes:
- What you were trying to do ("Add a monitor for our internal vault.example.com")
- What happened ("Got a TLS handshake error in the inventory but it works from my laptop")
- What you've already tried ("Tested with
openssl s_clientdirectly, also adjusted the polling interval") - The monitor or page URL when relevant — let us copy it into our own browser to reproduce
- A screenshot for anything visual, especially layout or alert formatting issues
- Your account's email or username if you're submitting anonymously (otherwise we can't tie the ticket back to your data)
Don't paste credentials, API keys, or full certificate private keys in tickets. If a fingerprint or public cert chain helps reproduce something, those are fine.
What we'll never do
- We won't ask for your password. Ever. If a ticket reply seems to be asking for one, that's not us — please forward the message to support@certtracker.12squared.com so we can investigate.
- We won't make changes to your data without telling you. Read-only investigation only; if a fix requires us to modify a row, we'll ask first.
Outage and platform status
CertTracker doesn't operate a separate status page yet. Platform-wide incidents are announced on the Community Forum in a pinned thread and via email to the primary contact on every active company account.
If you're not seeing data and you suspect a platform issue, check the forum first — chances are there's already a thread.
Frequently asked
I'm on Personal — does that mean you won't help me?
No. It means we triage Personal tickets by severity rather than first-come-first-served. A security report from a Personal user gets the same handling as one from a Business user. A "how do I rename my monitor" question on Personal gets pointed at the wiki.
Can I upgrade my plan just to escalate a single ticket?
You can. Pro+ tickets move ahead of Personal/Starter immediately on plan change, and Business+ jumps to the front of the queue.
Is there a phone line?
No. CertTracker is async by design — written communication leaves an auditable trail that everyone (you, us, your team) can refer back to.