Master Service Level Agreement

1. Scope

This Master SLA is part of your agreement with HostHere.lk when you order or use any of our services. It sets out two separate commitments:

• Availability SLA. An infrastructure commitment that applies 24 hours a day, 7 days a week, 365 days a year, independent of staffing or support hours.
• Support SLA. A people commitment, tied to HostHere.lk’s guaranteed support hours (section 7).

The two are measured separately, have separate remedies and have separate exclusions. A breach of one is not a breach of the other.

Where a product has its own SLA, that document supplements this one for that product only. Every definition, exclusion, framework and general term in this Master SLA applies in full to each product SLA unless the product SLA expressly overrides it.

• Binding agreement. By ordering, renewing or continuing to use HostHere.lk services you accept this Master SLA and any product SLA that applies to your service.
• Order of precedence. If this Master SLA conflicts with a product SLA, the product SLA prevails for that product only. Otherwise this Master SLA applies in full.
• No other guarantees. Except as expressly stated in this Master SLA or an applicable product SLA, services are provided on an “as available” basis.

2. Definitions

3. Availability SLA

The availability SLA is an infrastructure commitment. It applies continuously, 24 hours a day, 7 days a week, 365 days a year, and does not depend on HostHere.lk’s support hours, staffing or support SLA.

Uptime targets by service. Allowable downtime is derived from each percentage over a rolling 30-day window.

Measurement. Uptime is calculated over a rolling 30-day window. It is the percentage of that window during which the covered availability requirements were met, after excluding excluded downtime. HostHere.lk records the result against the target for your service.

Monitoring. HostHere.lk measures availability using internal monitoring systems and third-party monitoring tools. Its monitoring records are the primary authoritative reference for all uptime calculations and credit decisions.

Diagnostic standard. If HostHere.lk’s infrastructure diagnostic page can be reached from the public internet, the service is treated as available, whatever the state of any ancillary service on the account.

4. What the uptime commitment covers

4.1 Covered

• Reachability of your hosted website over HTTP or HTTPS from the public internet.
• DNS managed by HostHere.lk, where HostHere.lk nameservers are authoritative for the domain and no DNS change has been made in the previous 72 hours.

4.2 Not covered

• Ancillary services: cPanel, WHM, webmail, FTP, SFTP, phpMyAdmin, the billing portal and the client area.
• Your website’s configuration, application code, scripts, plugins, themes or CMS installations.
• Email services (SMTP, IMAP, POP3), except where an applicable product SLA expressly guarantees email availability.
• Staging or development environments.
• Third-party integrations, external APIs and any service HostHere.lk does not operate directly.
• Connectivity problems between your location and HostHere.lk’s network (last-mile ISP issues).
• DNS managed elsewhere, and DNS during the 72-hour propagation period (section 6).

5. Exclusions

The following are excluded from uptime calculations and from credit eligibility.

• Scheduled maintenance. Planned maintenance announced in advance by HostHere.lk does not count as downtime.
• Emergency maintenance. Brief interruptions started by HostHere.lk to apply critical security or stability patches or to fix an active infrastructure failure. HostHere.lk will make reasonable efforts to keep them as short as possible.
• Emergency security suspension. HostHere.lk may suspend access to any service, interface or control panel, including cPanel and WHM, without prior notice where it reasonably decides this is necessary to protect the security or integrity of the hosting environment. This includes suspensions in response to known or actively exploited vulnerabilities in third-party software. These suspensions are not downtime. If your website stays reachable over HTTP or HTTPS during a suspension, no downtime is recorded.
• Force majeure. Events beyond HostHere.lk’s reasonable control, including natural disasters, war, terrorism, government action, widespread power grid failures and major upstream provider failures that HostHere.lk cannot directly remedy.
• Customer-caused issues. Downtime caused by your misconfiguration, software you installed, security updates you did not apply that were within your control, compromised credentials, resource use above your plan limits, or actions by you or anyone using your access credentials.
• Third-party failures. Failures of external DNS providers, CDN services, payment gateways, domain registrars or any other service HostHere.lk does not operate directly.
• DDoS and malicious attacks. External denial-of-service attacks, intrusion attempts and other malicious traffic beyond HostHere.lk’s reasonable control. HostHere.lk will make reasonable efforts to mitigate them but cannot guarantee resolution times.
• Abuse and compliance. Suspension or limitation of services because of a breach of HostHere.lk’s Acceptable Use Policy, legal notices, regulatory requirements or abuse-mitigation action.
• Ancillary service unavailability. An ancillary service being unavailable is not downtime, as long as your hosted website stays reachable over HTTP or HTTPS.
• Account not in good standing. This SLA does not apply to accounts with outstanding balances, suspended accounts, or accounts in breach of the Terms of Service.

6. DNS exclusions

6.1 Externally managed DNS

If your domain’s DNS is managed by a third party, including Cloudflare, GoDaddy or your own nameservers, HostHere.lk accepts no responsibility for DNS-related unavailability. This is fully excluded from the uptime SLA.

6.2 DNS propagation window

Where HostHere.lk manages your DNS, any DNS change starts a 72-hour propagation period. DNS-related unavailability during this period is excluded from the uptime SLA.

• The 72 hours run from the timestamp of the DNS change recorded in HostHere.lk’s systems.
• A DNS change means any change to an A record, CNAME record or nameserver (NS) record for the hosted domain.
• The 72-hour period reflects real-world ISP and resolver caching, which can last longer than the configured TTL, whatever TTL is set.

6.3 Caching beyond 72 hours

If your ISP or DNS resolver keeps caching DNS records beyond the 72-hour window, HostHere.lk accepts no responsibility for the resulting resolution problems, which are outside its control. If you still have resolution problems more than 72 hours after a DNS change, contact HostHere.lk support.

6.4 Summary

7. Support SLA

The support SLA is a people commitment. It is independent of the availability SLA: an availability breach is not a support SLA breach, and a support SLA breach does not affect uptime credits.

7.1 Support channels

• Support tickets (the official ticketing system)
• Phone
• Live chat on hosthere.lk
• WhatsApp

7.2 Guaranteed support hours

7.3 Extended availability

The HostHere.lk team is usually available from 6:00 AM to 1:00 AM (GMT+5:30) on most days. This is a courtesy on a best-effort basis and is not part of the support SLA. No credit or remedy applies to support contacts outside the guaranteed hours.

7.4 Response times

• During guaranteed support hours (Monday to Saturday, 10:00 AM to 10:00 PM GMT+5:30): HostHere.lk aims to respond within 30 minutes by support ticket, live chat, WhatsApp or another official channel.
• Outside guaranteed support hours: responses are provided within an 8-hour window.

Response-time targets run from the moment your request is received through one of the official support channels above.

8. Service credits

8.1 Eligibility

You can receive a credit where HostHere.lk’s monitoring confirms that the uptime target was not met during a rolling 30-day window, the downtime is not excluded downtime, and your account is in good standing.

8.2 How credits are calculated

The credit is 10 times the actual excess downtime, expressed as a share of the monthly period value:

Credit = (excess downtime as a share of the 30-day window) × monthly period value × 10

Excess downtime is the part of the rolling window by which qualifying downtime exceeded the downtime allowed by the uptime target for your service. For example, on a 99.5% service, downtime up to 3 hours 36 minutes earns nothing; each minute beyond that counts as excess.

These rows show the formula applied to example figures. They are before the remaining-period adjustment below.

8.3 Credit cap

Total credit accumulated in any rolling 30-day window cannot exceed 75% of the monthly period value.

8.4 Remaining-period basis

Credits are calculated on the remaining period of the billing cycle only. Service already used has no credit value. The credit is applied in proportion to the full months remaining from the date of the qualifying incident to the end of the current billing cycle.

8.5 Form of credit

Credits are applied as account credit towards future invoices for the affected service.

8.6 Cash refund

You can ask for a cash refund instead of account credit when both of these are true:

• the credit accumulated within the rolling 30-day window is more than 50% of the monthly period value, and
• the accumulated credit is more than LKR 1,500.

When both conditions are met, you may request a cash refund of the amount above 50% of the monthly period value. The part at or below 50% stays as account credit.

If there are no future invoices for the affected service (end of contract or cancellation), the full eligible credit is paid in cash within 30 days of account closure, subject to the conditions above.

8.7 Credits are the sole remedy

Except where the law requires otherwise, credits are the sole and exclusive remedy for availability failures. HostHere.lk is not liable for lost revenue, lost profits, data loss or any indirect or consequential damages arising from unavailability.

8.8 No double credits

Credits do not stack for the same outage. If one root cause affects several of your services at once, credit is calculated for each service separately, but the same period never earns duplicate credit for the same event.

9. How to claim a credit

• Submit. Open a support ticket through an official HostHere.lk support channel.
• Deadline. Claims must be submitted within 10 business days after the end of the rolling 30-day window in which the qualifying downtime occurred.
• Include. Your service identifier and domain name; the date and time of the incident (GMT+5:30); a description of the impact; and any monitoring evidence you want to provide.
• Verification. HostHere.lk checks the claim against its internal monitoring records and third-party monitoring data. Its monitoring records are the primary authoritative reference. Disputes are resolved in good faith on the records available.
• Processing. Verified credits are applied to your account within 14 business days of claim approval.
• Good standing. Accounts with outstanding balances, active policy violations or fraud flags cannot receive credits until the account is back in good standing.

10. Changes to this SLA

HostHere.lk may update this Master SLA or any product SLA to reflect infrastructure changes, regulatory requirements or clearer wording.

• Material changes are published at hosthere.lk/legal with a new effective date and version number.
• Customers are told about material changes at least 30 days before the effective date.
• Continuing to use HostHere.lk services after the effective date means you accept the updated SLA.
• A version history is kept at hosthere.lk/legal/sla.

11. General terms

• Governing law. This Master SLA and all product SLAs are governed by the laws of Sri Lanka. Disputes under this SLA are subject to the jurisdiction of the courts of Sri Lanka.
• Related documents. This Master SLA applies together with HostHere.lk’s Terms of Service and Acceptable Use Policy. If they conflict, the order of precedence is: (1) the product SLA, (2) this Master SLA, (3) the Terms of Service.
• Data ownership. Your data remains yours at all times. HostHere.lk will not access it except where needed to provide support, carry out maintenance or meet a legal obligation.
• Severability. If any provision of this SLA is found invalid or unenforceable, the rest continues in full force.
• Assignment. You may not assign your rights under this SLA without HostHere.lk’s prior written consent. HostHere.lk may assign its rights in connection with a merger, acquisition or sale of assets.
• Credits as sole remedy. Except where the law requires otherwise, the service credits in section 8 are the sole and exclusive financial remedy available to you under this SLA.
• Contact. All SLA enquiries and credit claims go through HostHere.lk’s official support channels. See the support page.

12. Product SLAs

Each service below has its own SLA covering its uptime target, scope, service-specific exclusions and, where they apply, backup or snapshot rules. Open the SLA that matches your service. Every product SLA inherits this Master SLA in full and defines only the terms specific to that service.