1. Purpose
This SLA defines XcellHost’s commitments for managing Thawte-branded SSL/TLS certificates, including certificate ordering, validation, installation, monitoring, renewal and technical support.
Thawte SSL certificates are issued and administered through DigiCert’s certificate infrastructure. Thawte SSL123 is a DV product, while Thawte Webserver products are available with higher validation levels.
2. Service Scope
- Thawte certificate procurement
- CSR assistance
- Domain validation
- Organization verification
- EV validation coordination
- Certificate deployment
- Intermediate-chain configuration
- Reissue and replacement
- Expiry monitoring
- Renewal management
- Revocation support
- Site-seal assistance
- Technical support
3. Supported Certificates
- Thawte SSL123 DV
- Thawte SSL Webserver OV
- Thawte SSL Webserver EV
- Thawte Wildcard SSL
- Thawte Multi-Domain SSL
- Other available Thawte-branded certificates
4. Service Availability
Service | Commitment |
Managed Thawte service | 99.9% |
Expiry and certificate monitoring | 24×7 |
P1 support | 15 minutes |
Standard installation target | 2 business hours |
Renewal reminders | 90/60/30/15/7 days |
Maintenance notice | 48 hours |
5. Issuance Targets
Product | Target |
Thawte SSL123 DV | 15 minutes–2 hours |
Thawte OV | 1–3 business days |
Thawte EV | 2–7 business days |
Reissue | Within 4 business hours after required approval |
6. Support Matrix
Priority | Description | Response | Target |
P1 | Production certificate expired or invalid | 15 minutes | 2 hours |
P2 | Certificate-chain or server configuration problem | 30 minutes | 4 hours |
P3 | Validation or renewal support | 2 business hours | 1 business day |
P4 | General certificate query | 4 business hours | 2 business days |
7. Customer Responsibilities
- Prove domain control
- Submit accurate company records
- Protect the private key
- Complete validation requests
- Provide system access for installation
- Confirm all required domain names and SAN entries
- Maintain supported infrastructure
8. Exclusions
- DigiCert or Thawte platform delays
- Incorrect certificate-request data
- DNS propagation
- Delayed customer approval
- Customer-side application issues
- Unsupported infrastructure
- Private-key loss
- Force majeure
9. 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
