1. Purpose
This SLA defines the managed-service commitments for RapidSSL Domain Validation certificates supplied and supported by XcellHost.
RapidSSL is primarily positioned as a DV certificate brand. DigiCert’s current certificate documentation lists RapidSSL Standard DV and RapidSSL Wildcard DV among available DV products.
2. Service Scope
- RapidSSL certificate procurement
- CSR generation assistance
- Domain control validation
- Certificate installation
- Standard and Wildcard configuration
- Chain installation
- Reissue and replacement
- Renewal assistance
- Expiry monitoring
- Revocation support
- Technical troubleshooting
3. Supported Products
- RapidSSL Standard DV
- RapidSSL Wildcard DV
- Other available RapidSSL DV certificates
4. Service Commitments
Service | Commitment |
Managed RapidSSL service availability | 99.9% |
Certificate monitoring | 24×7 |
P1 response | 15 minutes |
Installation support | Within 2 business hours |
Reissue initiation | Within 4 business hours |
Renewal reminders | 90/60/30/15/7 days |
5. Issuance Target
Request | Target |
Standard DV after successful validation | 15 minutes–2 hours |
Wildcard DV after successful validation | Same business day |
Reissue | Within 4 business hours |
Revocation request | Within 2 hours for a confirmed P1 event |
Each DV certificate request requires domain control validation. DigiCert currently supports email, DNS TXT, DNS CNAME and HTTP-based methods for applicable DV requests.
6. Incident Priority Matrix
Priority | Description | Response | Target |
P1 | Expired, compromised or invalid production certificate | 15 minutes | 2 hours |
P2 | Installation or browser-trust issue | 30 minutes | 4 hours |
P3 | Validation or renewal request | 2 business hours | 1 business day |
P4 | General support query | 4 business hours | 2 business days |
7. Customer Responsibilities
- Maintain domain ownership and DNS access
- Complete domain control validation
- Submit an accurate CSR
- Protect the private key
- Confirm the correct hostname or wildcard domain
- Approve renewal before expiry
- Maintain supported server software
8. Service Limitations
RapidSSL is generally suited to domain-validated requirements. It should not be represented as providing organization or extended identity validation unless the ordered product explicitly includes such validation.
9. Exclusions
- DigiCert or RapidSSL platform outages
- Domain-validation delays
- DNS propagation
- Incorrect CSR or hostname information
- Customer server failures
- Unsupported platforms
- Private-key loss
- 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
