DigiCert SSL Certificate SLA

DigiCert SSL Certificate SLA

1. Purpose

This SLA defines XcellHost’s management and support commitments for DigiCert SSL/TLS certificates used to secure customer websites, portals, APIs, applications, mail systems and internet-facing infrastructure.

2. Service Scope

The service may include:

  • DigiCert certificate procurement 
  • CertCentral order assistance 
  • CSR and key-generation support 
  • Domain and organization validation coordination 
  • EV verified-contact coordination 
  • Certificate installation 
  • Site-seal configuration assistance 
  • Reissue and renewal support 
  • Expiry and certificate-health monitoring 
  • Revocation and replacement assistance 
  • Certificate inventory reporting 

DigiCert requires domain validation for public TLS certificates and organization validation for OV and EV certificates. EV orders also require an authorized verified contact. 

3. Supported DigiCert Products

  • DigiCert Basic SSL 
  • DigiCert Secure Site 
  • DigiCert Secure Site Pro 
  • DigiCert OV SSL 
  • DigiCert EV SSL 
  • DigiCert Wildcard SSL 
  • DigiCert Multi-Domain SSL 
  • DigiCert Secure Site EV 
  • Other DigiCert products included in the service order 

4. Availability and Support

Service

Commitment

XcellHost certificate-management service

99.9%

Certificate monitoring

24×7

Emergency SSL support

24×7

P1 response

15 minutes

Installation assistance

Within 2 business hours

Reissue initiation

Within 4 business hours

Renewal reminders

90/60/30/15/7 days

5. Certificate Processing Targets

Request

Target

DV certificate after domain validation

15 minutes–2 hours

OV certificate

1–3 business days

EV certificate

2–7 business days

Standard reissue

Within 4 business hours

Revocation request submission

Within 2 hours for P1

6. Validation Support

XcellHost may assist with:

  • DNS TXT or CNAME validation 
  • Email-based validation 
  • HTTP validation 
  • Organization-record verification 
  • Verified-contact coordination 
  • CAA troubleshooting 
  • CSR review 
  • SAN validation 

Supported domain control methods depend on the certificate product and current DigiCert requirements. 

7. Security Commitments

XcellHost will:

  • Recommend minimum 2048-bit RSA or approved ECC keys 
  • Avoid requesting the customer’s private key unless operationally required and approved 
  • Use secure administrative access 
  • Verify the certificate chain after installation 
  • Test hostname coverage and expiry 
  • Maintain an audit trail of managed requests 

8. Incident Priorities

Priority

Example

Response

Target

P1

Production certificate outage or compromise

15 minutes

2 hours

P2

Invalid chain, hostname mismatch or failed deployment

30 minutes

4 hours

P3

Issuance, renewal or reissue assistance

2 hours

1 business day

P4

Inventory or configuration request

4 business hours

2 business days

9. Exclusions

  • DigiCert service outages 
  • CA validation or compliance review 
  • Customer-provided incorrect data 
  • Delays in government or business-record verification 
  • DNS propagation 
  • Unsupported infrastructure 
  • Customer loss or disclosure of private keys 
  • Certificate misuse 
  • Force majeure 

10. Contact Information

Support Email:support@xcellhost.cloud

Sales Email:sales@xcellhost.cloud

Support Portal:https://supportdesk.xcellhost.cloud/

Website:https://www.xcellhost.cloud

Emergency Support: +91-22-67111555 and +91-8657032540