Support

This page explains what SwissSign support covers, when an issue is better handled by Professional Services, and how to contact us. Following these steps helps us resolve your issue as quickly as possible.

What our support covers

SwissSign support handles two categories of issue with Horizon:

• Service unavailability — the Horizon platform is unreachable or not functioning as a service.
• Software defects — Horizon behaves incorrectly compared with its documented behaviour.

If your issue falls into one of these categories, contact support using the details below.

Integration issues and Professional Services

Support does not cover work to integrate Horizon with your own environment — for example connecting Horizon to your internal systems, building custom automation or deployment workflows, configuring data sources, or onboarding new use cases.

This kind of work is delivered through our Professional Services team, who can scope and carry out integration projects with you. If an issue you raise turns out to be an integration question rather than an outage or a defect, we will redirect you to Professional Services.

To engage Professional Services, email contracts@swisssign.com.

Before you contact support

Please complete these two steps first — most common questions and errors are already covered, and a complete report lets us diagnose much faster.

1. Check the FAQ and the Troubleshooting guide. Many issues have a known cause and resolution documented there.
2. Gather the diagnostic information listed under Getting more help in the Troubleshooting guide. At a minimum, please have ready:
   • Your tenant identifier and the approximate time the issue occurred.
   • The exact error code and message (for example HQL-001), copied rather than paraphrased.
   • The request ID for a failed lifecycle action, or the certificate identifier involved.
   • What you expected to happen versus what happened.
   • The steps to reproduce, if known.

Who can contact support

Support is available only to the contacts named in your contract. Those designated people are the only ones entitled to raise support requests.

If you need to add or change your authorised contacts, this is handled through your contract — please speak to your sales representative.

How to contact support

Email helpdesk@swisssign.com, including the diagnostic information gathered above. Providing it up front avoids a round-trip and lets us start investigating straight away.