This article explains how to contact your account manager and clarifies when to contact your account manager versus UltraDNS Support or Billing.
When to Contact Your Account Manager
Contact your account manager for account-level and commercial matters, including:
- Contract copies or agreement questions
- SOC2 reports or compliance documentation
- Renewal discussions
- Sales opportunities or service changes
- Account-level concerns
If You Know Your Account Manager
Contact your account manager directly using their email address.
Account manager email addresses follow the standard format:
firstname.lastname@digicert.com
If you know your account manager’s name, you can use this format to construct their email address.
If you previously had a @vercara.com address for your account manager, those addresses are forwarded and should still route correctly.
If You Do Not Know Your Account Manager
Log in to your UltraDNS account and submit a request through the Support Portal asking who your account manager is.
Support will identify your account manager and provide their name and email address. You can then contact your account manager directly.
When to Contact UltraDNS Support Instead
Contact UltraDNS Support through the Support Portal for DNS-related and portal-related issues, including:
- DNS record changes
- Adding or removing users
- SAML configuration
- Portal access issues
- Reporting questions
- General UltraDNS functionality
Billing-Related Requests
For billing tasks such as updating credit card information, invoice questions, or billing contact updates, follow your billing contact process.
In some cases, billing matters may involve your account manager. However, routine billing updates should follow the billing support process.
Verification
After contacting your account manager, confirm successful communication by receiving a reply from their @digicert.com email address.