1. Purpose
This SLA defines XcellHost’s service commitments for procuring, deploying, renewing and supporting Sectigo SSL/TLS certificates.
Sectigo offers DV, OV and EV certificates, as well as single-domain, multi-domain and Wildcard products. Domain control validation is required for every publicly trusted certificate type.
2. Service Scope
- Certificate selection
- Sectigo order placement
- CSR generation assistance
- Domain control validation
- Organization and EV validation support
- Certificate installation
- Trust-seal assistance
- Wildcard and SAN configuration
- Reissue and renewal management
- Revocation assistance
- 24×7 certificate monitoring
- Certificate inventory and reporting
3. Supported Certificates
- Sectigo DV SSL
- Sectigo OV SSL
- Sectigo EV SSL
- Sectigo Wildcard DV
- Sectigo Wildcard OV
- Sectigo Multi-Domain SSL
- Sectigo Enterprise SSL products
4. Service Commitments
Service | Commitment |
XcellHost managed-service availability | 99.9% |
Certificate and expiry monitoring | 24×7 |
P1 support response | 15 minutes |
Installation assistance | Within 2 business hours |
Reissue processing | Within 4 business hours |
Renewal notification schedule | 90/60/30/15/7 days |
5. Issuance Targets
Certificate type | Target |
DV | Within minutes to 2 hours following successful DCV |
OV | 1–3 business days |
EV | 2–7 business days |
Wildcard DV | Same day following successful validation |
Wildcard OV | 1–3 business days |
Sectigo states that DV certificates can generally be issued within minutes once domain ownership is verified, while OV requires verification of business details.
6. Supported Validation Assistance
XcellHost may coordinate:
- Email validation
- DNS CNAME validation
- HTTP validation
- HTTPS validation
- Organization verification
- Telephone verification
- EV approval procedures
Sectigo currently documents email, DNS CNAME, HTTP and HTTPS as supported DCV approaches.
7. Incident Matrix
Priority | Description | Response | Target |
P1 | Production SSL unavailable | 15 minutes | 2 hours |
P2 | Browser, chain, redirect or installation failure | 30 minutes | 4 hours |
P3 | Validation, renewal or reissue request | 2 business hours | 1 business day |
P4 | General request | 4 business hours | 2 business days |
8. Customer Responsibilities
- Complete domain control validation
- Provide legal company information for OV/EV
- Maintain valid DNS access
- Protect private keys
- Approve installations and renewals
- Maintain supported server platforms
- Inform XcellHost about load balancers, CDNs and reverse proxies
9. Exclusions
- Sectigo platform outages
- CA validation delays
- DNS or registry delays
- Customer-side misconfiguration
- Unsupported operating systems
- CDN or hosting-provider restrictions
- Private-key compromise outside XcellHost control
- 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
