Frequently Asked Questions

  1. Why do I need an SSL Certificate?
  2. What browsers are Trustwave® SSL Certificates Compatible with?
  3. Why choose Trustwave® SSL?
  4. Which SSL Certificate do I need?
  5. What is a Wildcard SSL Certificate?
  6. What does the $250,000 or $500,000 warranty cover?
  7. How does an SSL Certificate protect against phishing?
  8. What does the 30-day Money Back Guarantee mean?
  9. What is the difference between Class 2 and Class 3 SSL Certificates
  10. Why are Trustwave® SSL Certificates so inexpensive?
  11. Does Trustwave® SSL Certificates meet HIPAA standards?
  12. How long does it take to process my application?
  13. Do Trustwave® SSL Certificates only support 256 bit encryption?
  14. What is strong encryption?
  15. I am not a company, can I apply for an SSL certificate?
  16. When I generate a CSR, what do I put in the Common Name field?
  17. I ordered my certificate but I chose the wrong type. Do I need to re-apply?
  18. How can I learn the status of my application?
  19. I have made a mistake on my application. What do I do?
  20. Can I apply for an SSL certificate for each subdomain of the main domain?
  21. How do I report a concern about an EV cert?
  22. How can I revoke a DV, OV or EV certificate?
  23. Why was there a recent conversion from SHA-1 to SHA-2?

1. Why do I need an SSL Certificate? Why do I need an SSL Certificate?

If you can answer yes to the following questions, then you need to purchase a SSL Certificate:

  • Does your company have a Website, Mail Server, or Intranet that needs to be secured?
  • Do you collect personal or financial information from your customers?
  • Are you selling products from your website?

A 256-Bit SSL Certificate from Trustwave® Holdings will encrypt the information sent or received from your customers.

2. What browsers are Trustwave® SSL Certificates Compatible with? What browsers are Trustwave<sup>®</sup> SSL Certificates Compatible with?

The following Browsers and operating systems come pre-installed with our Root Certificate:

Browsers:

  • SSL certificate compatible IE Internet Explorer 5.00.2919.6307 and above
  • SSL certificate compatible browser Netscape Netscape 4.61 and above
  • SSL certificate compatible AOL AOL 5 and above
  • SSL Certificate compatible Opera Opera 6.1 and above
  • SSL Certificate compatible MOZILLA Mozilla 0.9.8 and above
  • SSL Certificate compatible SAFARI All versions of Safari
  • SSL Certficate compatable FireFox Firefox 0.7 and above (Includes similar Linux clones, like Epiphany, Galeon, and Konqueror)
  • SSL Certficate compatable Chrome All versions of Google Chrome

Operating Systems:

  • Microsoft Windows
  • MacOS
  • Linux
  • Android
  • iOS
  • Windows Phone
  • Chrome OS

Important: If your browser, or a customer's browser or operating system is not listed above:
Your certificate is still 100% compatible with all older versions of browsers and operating systems that are SSL v3.0 compatible (basically all browsers & operating systems released since 1996). To eliminate a browser warning on these older browsers, your customer can simply install our root on their machine (a relatively simple process that users of older browsers are usually familiar with) and then they will automatically trust our certificates. If they choose not to install our root, they can simply click the "Continue" button when prompted and you will still provide SSL encryption between their browser and your server.

3. Why choose Trustwave® ? Why choose Trustwave ?

We offer you the same or greater protection as anyone, without all the hassle or delayed validations. Our customer support is second to none available by toll free telephone or email and we're located in the United States. Currently, 256 bit SSL Certificates are the strongest encryption available to the general public and Trustwave® was the first to introduce it. This gives Trustwave® customers peace of mind knowing that their servers and customers are extremely secure. To further ease your customers mind, a site seal is available with every SSL to place on your website.

4. Which SSL Certificate do I need? Which SSL Certificate do I need?

Trustwave® offers two different levels of Validation Guarantees for your protection and both come with a 30-day, no-questions-asked, money-back guarantee.

  • For standard business websites, mail servers, and intranets; the Standard SSL with the $100,000 guarantee is sufficient.
  • Enterprise Level Companies need higher guarantees. We offer the Enterprise SSL with a $250,000 validation guarantee.

5. What is a Wildcard SSL Certificate? What is a Wildcard SSL Certificate?

A wildcard certificate, denoted with a common name in the format of *.domain.com allows you to secure an unlimited amount of subdomains all with one wildcard certificate. If would like to secure your webmail, internet, customer portal, control panel, etc. the wildcard certificate provides the best value and ease of use available.

6. What does the $250,000 or $500,000 warranty cover? What does the $250,000 or $500,000 warranty cover?

You offer security on your site so that your customers feel secure in transacting business with you online. Our certificates offer your customers an additional comfort by protecting their purchases for up to the warranty amount. We guarantee to your customer that you are you and that you are a real entity. Our certificates also guarantee to your customers your geographical location. All of this information leads to a more comfortable customer who is more likely to use their credit card to make a purchase on your site.

We pre-validate our certificate holders and provide validation that is far higher than the majority of other SSL providers. Some CA's have very weak validation hence they decide NOT to even offer a identification warranty! Please note that this high level of validation does not compromise the of speed of which we can approve your certificate request.

7. How does SSL protect against phishing? How does SSL protect against phishing?

While lower quality, class 1 and 2 certificates only validate basic domain information, Trustwave® Class 3, 256-bit certificates are fully validated to verify domain and organization information. By requiring organization validation, Trustwave® is making it more difficult for illigitimate companies to obtain a false certificate.

8. What does the 30-day Money Back Guarantee mean? What does the 30-day Money Back Guarantee mean?

When you purchase a Trustwave® SSL Certificate, we guarantee that you will be 100% satisfied with both your new certificate and our service. If, for ANY reason, you are not completely satisfied with your purchase, you can request (and receive) a 100% refund within 30 days of your certificate purchase date. Extended Validation and Code Signing certificates are not eligible for refund at this time. We at Trustwave® take great pride in being able to offer you the best service and support in the industry.

9. What is the difference between Class 2 and Class 3 Certificates? What is the difference between Class 2 and Class 3 Certificates?

While Class 2 Certificates only verify that your domain is valid, Class 3 Certificates go a step further to validate your organization as well. This provides peace of mind to your website visitors; letting them know they are doing business with a verified organization.

10. Why are Trustwave® SSL Certificates so inexpensive? Why are Trustwave  SSL Certificates so inexpensive?

The real question you should ask is: "Why do the others charge so much?!"

Trustwave® provides high-quality 256-bit certificates at a deep discount to promote our overall brand. Trustwave®, is an industry leader in Internet Security and offers cost-effective security solutions and software targeted to small to medium sized businesses and enterprise branch offices.

We want to promote our brand. Throughout the Internet there are sites that display our competitor's logos making these brands nearly a household name. Each of our customers who purchase certificates from us can proudly display our Secure Site Seal which will show their customers that you are using 256-bit security to protect their personal information.

Important Note: You are not required to display a Site Seal for your certificate to work. There are no AdWare or pop-up ads in the event that you do choose to display your Trustwave® Secure Site Seal. The simple fact is that most vendors choose to display a Secure Site Seal to let their customers know that they are using 256-bit encryption on their site. If you do choose to display a Secure Site Seal, we would like it to be ours!

11. Does Trustwave® SSL meet HIPAA standards? Does Trustwave SSL meet HIPAA standards?

Our SSL Certificates meet the government approved, AES-256 bit encryption standards required for HIPAA compliance.

12. How long does it take to process my application? How long does it take to process my application?

Provided we have sufficient validation information available through trusted third-party databases, your Trustwave® SSL Certificate can be issued in only minutes. If additional verification processes must be used to validate your application, the issuance process may take longer. The total time taken in such cases will depend on the data you provide to our support representatives to complete the validation process. Please contact us directly to expedite your order should it be urgent. Extended Validation (EV) certificates may take significantly longer due to the increased validation required for issuance.

13. Do Trustwave® SSL Certificates only support 256 bit encryption? Do Trustwave  SSL Certificates only support 256 bit encryption?

No, they are 100% backward compatible and support the key size as determined by the web server or browser, if the web server or browser can only negotiate 128, 40, or 56bit then it will use the highest level of encryption available for the session.

14. What is strong encryption? What is strong encryption?

This is another term for 128 bit encryption. All Trustwave® certificates are capable of strong encryption.

15. I am not a company, can I apply for a certificate? I am not a company, can I apply for a certificate?

Yes, anyone wishing to provide a confidential and secure link between server and customer's browser can apply for a certificate.

16. When I generate a CSR, what do I put in the Common Name field? When I generate a CSR, what do I put in the Common Name field?

The Common Name field contains the domain or server name including the sub-domain you wish to secure. A typical common name would look like "www.trustwave.com" or "secure.trustwave.com". Do not include http:// or https:// before the name or any subfolders indicated by the / after the domain name.

17. I ordered my certificate but I chose the wrong type. Do I need to re-apply? I ordered my certificate but I chose the wrong type. Do I need to re-apply?

No. You can select a different format in your SSL Account Management page and then reissue the certificate. There is not a charge for this and it only takes seconds to reissue your certificate using the new format.

18. How can I learn the status of my application? How can I learn the status of my application?

To view the status of an order you can log into our Control Center. From here you can view validation status, order history, submit CSRs, manage expirations, create and manage users who have access to your account, and much more!

19. I have made a mistake on my application. What do I do? I have made a mistake on my application.  What do I do?

If you have already submitted your application please contact sslsupport@trustwave.com quoting your Order Number and details of the mistake. In some cases you may need to submit a replacement CSR.

20. Can I apply for a certificate for each subdomain of the main domain? Can I apply for a certificate for each subdomain of the main domain?

Yes, but it may also be more cost effective to use a Wildcard certificate which protects all sub-domains below the primary named domain. For more information please contact sales@trustwave.com

21. How do I report a concern about an EV cert? How do I report a concern about an EV cert?

To report complaints or suspected private key compromise, EV SSL Certificate misuse, or other types of fraud, compromise, misuse, or inappropriate conduct related to EV SSL Certificates issued by Trustwave® please send an email to sslsupport@trustwave.com.

22. How can I revoke a DV, OV or EV certificate? How can I revoke a DV, OV or EV certificate?

To revoke a certificate please send an email to sslsupport@trustwave.com.

23. Why was there a recent conversion from SHA-1 to SHA-2? Why was there a recent conversion from SHA-1 to SHA-2?

Research has shown for several years that a team with enough computing power access could potentially break a SHA-1 hash. This would allow them to issue certificates in the name of the entity that owned the original certificate. With Moore’s law of computing power, the time has passed that a well-funded team could access this much computing power. In response, the CA/B Forum that sets public certificate policy ruled that no SHA-1 certificates are allowed to be issued as of Jan 1, 2016 and no SHA-1 certificates will be accepted by browsers after Jan 1, 2017. Some browsers are considering including very strong warnings even before the 2017 deadline. If you are required to meet PCI standards, SHA-1 was not allowed after Jan 1, 2015.



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