In line with the general principles of TENET's services, TENET expects that an institution's assigned RAOs will act as the point of contact within their institution. RAOs should have a general understanding of certificates and certification authorities as a concept.
TENET provides first-tier support for the SA NREN Certificate Service's SCM instance and will manage escalations to Sectigo where necessary. Institutional RAOs seeking support should first log a call with TENET's service desk.
Non-SCM related problems
Limited support may be provided for more general certificate-related problems (i.e. those unrelated to Sectigo SCM and this certificate service). This may include advice and assistance in understanding security certificates as a concept.
However, given the vast variety of possible software and configuration options, such support can only be provided on a best-effort basis with no service warranties. Requests not directly related to the certificate service itself will be attended to at a lower priority. Institutions are encouraged to use their software vendor's support channels wherever possible, as these are better equipped to provide product-specific advice.
