IdenTrust Avis 

It was quick and easy to obtain a new digital certificate, so I can digitally sign and encrypt documents via email.

When I reach out for them to help me renew my certificate. They are always willing to help. We handle it together with always a great completion.

Tiffany L was able to get my certificate issue resolved on July 18th. I was impressed with her knowledge and patience throughout my upload ordeal, and I credit her with my current success with accessing my accounts through IdenTrust certificates.

it seems that support staff are afraid of phone calls, no one is willing to talk on the phone. I have been a identrust user for more than 20 years so i am familiar with the product but this last purchase for 3 years has been a nightmare, the new token does not work and the support person is full of we already documented that--try these checklists--I don't need that, A this point , I am thoroughly upset with the whole dang thing---my old cac does not work since the new certs were installed and the new ones have never worked. I am just a number to your company, but one that has many friends in Industry and one that is not happy with your product or its support team. We have determined that the certs are on my machine and down loaded but the prompt does not ask for a PIN. I just want to delete this stuff at this point and go back to using my CAC which you have bum fuddled with this identrust install. I have called and emailed and have now there are 5 help desk tickets all for this same problem that you cannot get right and I'm tired of the run-around 1st165695, 1st-166476, 1st-166456,1st-166418, 1st-165695 I just want to get back where I was before I bothered with Identrust---what a mess you have become tammy breeding ph 5712 47 7506

Quick respond and very supportive from customer support team.

convenient and easy to participate in to complete the survey and did not take a large amount of time to complete.

Note: I don't remember the date so I just picked one so you may need to fix or note that.

IdenTrust makes it easy to renew our token! Their customer service can walk you through the process if you have any questions.

I felt that the support person was attentive and understood how to solve my issue. I wish I had called him first thing instead of what I had tried before then. Would have saved some time.

Identrust requires an attorney or CPA to sign the application for an OV codesign certificate. They don't tell you this until you are most of the way through the process. I've never had any other certificate provider demand this.
Don't use them unless you have an in-house attorney or CPA and want to waste your time getting the application signed.

Friendly, immediately knew the answers to my questions, very polite, extremely helpful, 5*'s!

Paul was absolutely wonderful to work with! He was incredibly patient and took his time walking me through every step of setting up my certificate. He explained everything clearly, made sure I understood the process, and never made me feel rushed. His professionalism and friendly attitude made the entire experience smooth and stress-free. I truly appreciate his patience and excellent customer service—thank you, Paul!

Technical competence, responsiveness and friendliness of staff

Clarity of instruction was stood out for me. Clear, concise and to the point.

Tiffany troubleshooted my problem quickly and stayed on the line until everything was corrected.

I personally have been using Identrust for government approved ECA Medium Assurance tokens support for myself and my staff for two separate companies for the eight years. It has always been a very compliant process and easy to use for initial, replacement and renewals. The products endure over time. They work all day every day without fail. Customer support is prompt and effective. I believe that Identrust must be the leader in their industry.

I let my account lapse and need to renew. Identrust made it fast and simple process that was easy to do and complete.

The online ability to complete all things needed was great.

The biggest hurdle was getting the new software loaded and removing the old software. Security is very high on our end and had just installed GCCHigh a few months ago. It took weeks to get back to operating with IDENTRUST again with the new software. The NSA ARC is still not working correctly because they have not upgraded • Worked with NSA ARC to get rid of a 403 Forbidden Error which is a block---Turns out the INDENTRUST setup included a ECA Root CA Revision Level of 5. The NSA ARC is still on Rev. 4---They were going to get their IT person to upgrade to REV. 5. Apparently, this issue is happening more and more for them. Their solution was to delete Rev. 5 and use Rev 4. I told them no. It’s working for everyone else currently and I don’t want to mess anything up. The error message was happening way before I upgraded IDENTRUST. I was hoping the upgrade would have been taken care of, but it did not change anything. Will wait for NSA ARC to upgrade their end.

Rep was pleasant but didn't have an answer. Said he would escalate and, because it was before the holiday weekend, advised that they would not be able to get back to me until the following week. They never did.