1. Purpose
This SLA defines the issuance coordination, certificate management, installation, monitoring, renewal and support services provided by XcellHost for eMudhra SSL/TLS certificates.
eMudhra offers DV, OV, EV and Wildcard certificates and supports certificate lifecycle management through its PKI and CertiNext services.
2. Service Scope
- eMudhra certificate procurement
- DV, OV and EV validation support
- CSR generation
- Certificate installation
- Wildcard and multi-domain configuration
- Certificate-chain validation
- Renewal management
- Reissue support
- Revocation assistance
- Expiry monitoring
- Audit and certificate inventory reporting
- CertiNext coordination, where subscribed
3. Supported Products
- eMudhra Secure DV SSL
- eMudhra Secure OV SSL
- eMudhra Secure EV SSL
- eMudhra Wildcard SSL
- eMudhra Multi-Domain SSL
- emSign SSL/TLS certificates
- Enterprise certificate lifecycle services
eMudhra states that its portfolio covers DV, OV, EV and Wildcard certificate categories, with lifecycle-management automation available through CertiNext.
4. Availability Commitments
Service | XcellHost commitment |
Managed SSL service | 99.9% |
Certificate monitoring | 24×7 |
Critical production support | 24×7 |
P1 response | 15 minutes |
Renewal alerting | 90/60/30/15/7 days |
Standard installation | Within 2 business hours |
5. Issuance Targets
Certificate | Target after validation requirements are complete |
DV | Under 30 minutes to 2 hours |
OV | 1–3 business days |
EV | 2–7 business days |
Wildcard | According to DV or OV validation level |
Multi-Domain | According to number and type of domains |
eMudhra advertises rapid DV issuance after validation; actual issuance depends on successful domain and identity verification.
6. Incident Management
Priority | Description | Response | Target |
P1 | Expired, compromised or revoked production certificate | 15 minutes | 2 hours |
P2 | Installation, chain or certificate-validation issue | 30 minutes | 4 hours |
P3 | New issuance or renewal assistance | 2 business hours | 1 business day |
P4 | General support | 4 business hours | 2 business days |
7. Data-Residency and Compliance
Where the selected eMudhra service explicitly supports Indian processing or residency, the applicable commercial order will identify that arrangement. XcellHost will not represent data residency as guaranteed unless it is confirmed in the certificate or platform order. eMudhra markets local data-residency capabilities for its trust services.
8. Customer Responsibilities
- Supply accurate legal and domain information
- Complete KYC or organization validation
- Maintain domain control
- Protect private keys
- Approve certificate requests
- Provide supported infrastructure access
- Inform XcellHost of domain changes
- Ensure certificate use complies with applicable regulations
9. Exclusions
- eMudhra validation delays
- Customer KYC or document issues
- DNS propagation
- Incorrect organization records
- Unsupported servers
- Customer loss of private keys
- Government, registry or third-party verification delays
- Force majeure
10. Contact Information
XcellHost Cloud Services Pvt. Ltd.
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