1. Purpose
This SLA defines the procurement, validation coordination, installation, renewal, monitoring, reissue and support commitments for GeoTrust-branded SSL/TLS certificates supplied and managed by XcellHost.
GeoTrust certificates are administered within DigiCert’s certificate ecosystem. GeoTrust DV, OV and EV products may require domain, organization or extended validation depending on the certificate selected.
2. Service Scope
The managed service includes:
- Certificate selection assistance
- Certificate order placement
- CSR generation assistance
- Domain Control Validation support
- OV or EV organization-verification coordination
- Certificate installation
- Intermediate certificate-chain installation
- Certificate testing
- Reissue and replacement assistance
- Expiry monitoring
- Renewal reminders
- Revocation assistance
- Technical support
3. Supported GeoTrust Certificates
- GeoTrust DV SSL
- GeoTrust Organization Validated SSL
- GeoTrust TrueBusiness ID
- GeoTrust TrueBusiness ID EV
- GeoTrust Wildcard SSL
- GeoTrust Multi-Domain SSL
- Other GeoTrust certificates available through XcellHost
4. Service Commitments
Service | XcellHost target |
Managed-service availability | 99.9% monthly |
Certificate-expiry monitoring | 24×7 |
Critical expired-certificate response | 15 minutes |
Standard installation assistance | Within 2 business hours |
Reissue initiation | Within 4 business hours |
Renewal reminders | 90, 60, 30, 15 and 7 days before expiry |
Planned maintenance notice | 48 hours |
5. Issuance Targets
Certificate type | Processing target after complete customer submission |
DV | 15 minutes to 2 hours |
OV | 1–3 business days |
EV | 2–7 business days |
Reissue | Same business day where validation remains valid |
These are assistance targets, not guaranteed CA issuance times. Every DV request requires successful domain control validation, while OV and EV certificates also require organization verification.
6. Incident Priority Matrix
Priority | Description | Response | Action target |
P1 | Production certificate expired, revoked or invalid | 15 minutes | 2 hours |
P2 | Installation, chain or browser-trust issue | 30 minutes | 4 hours |
P3 | Validation or renewal assistance | 2 business hours | 1 business day |
P4 | General query or reporting request | 4 business hours | 2 business days |
7. Customer Responsibilities
The customer must:
- Maintain ownership or control of the relevant domain
- Provide accurate organization details
- Complete DNS, email or HTTP validation
- Protect private keys
- Approve certificate orders promptly
- Provide server access where installation is requested
- Inform XcellHost of domain or infrastructure changes
- Maintain supported web-server software
8. Exclusions
This SLA excludes:
- DigiCert or GeoTrust validation delays
- Incorrect customer records
- Domain ownership disputes
- DNS propagation delays
- Customer approval delays
- Unsupported servers
- Private-key loss caused by the customer
- Browser, operating-system or third-party platform outages
- Force majeure events
9. Service Credits
Monthly managed-service availability | Credit |
99.9% or above | No credit |
99.0%–99.89% | 5% |
95.0%–98.99% | 10% |
Below 95.0% | 20% |
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
