Bulk Emailing Service SLA
1. Scope
This is the service level agreement for HostHere.lk Bulk Emailing Service plans. Document reference SLA-07, version 2.3, effective 15 January 2026.
It supplements the Master SLA. The Master SLA’s scope, definitions, exclusions, DNS exclusions, support SLA, service credits, claim process, change notice and general terms apply in full to this service, except where this document expressly says otherwise. If this document conflicts with the Master SLA, this document prevails for this service only.
Read together with the Business Email SLA (SLA-05). Sending infrastructure, upstream provider terms, shared IP pool management, DNS exclusions and abuse suspension procedures are governed by sections 5 and 6 of the Business Email SLA and apply equally to this service.
2. Uptime commitment
HostHere.lk guarantees 99.9% service availability for the Bulk Emailing Service, measured over a rolling 30-day window.
| Measure | Value |
|---|---|
| Uptime target | 99.9% |
| Maximum allowable downtime per 30-day window | 43 minutes |
| Measurement method | Rolling 30-day window |
| Monitoring | HostHere.lk internal and third-party monitoring systems |
3. How uptime is measured
Availability under this SLA covers two components: platform availability (this section) and sending network availability (the Sending network section). Both must be working for the service to count as available.
3.1 Platform availability
The Bulk Emailing Service is delivered through a SaaS application operated by HostHere.lk. Platform availability means:
- the SaaS application dashboard can be reached over HTTPS from the public internet
- the platform API is working and accepting authenticated requests
- campaigns can be created, scheduled and started in the platform
- the platform successfully passes started sends to the outbound sending network
When HostHere.lk’s monitoring confirms all of the above, the platform is treated as available whatever happens to delivery downstream.
3.2 Successful initiation is the delivery standard
HostHere.lk’s guarantee covers the successful initiation of email sending: the platform accepts the send request, processes the campaign and passes the messages to the outbound sending network. That is where HostHere.lk’s delivery obligation ends.
What happens after that handoff, including acceptance by recipient mail servers, inbox placement, spam classification and final delivery, depends on factors outside HostHere.lk’s control and is not covered by this SLA.
3.3 Platform maintenance
Scheduled maintenance of the SaaS platform will be announced in advance where practicable. Emergency maintenance needed to protect the platform’s integrity or security falls under Master SLA section 5. Neither is downtime under this SLA.
4. Exclusions
The following are explicitly excluded from the uptime guarantee and from credit eligibility, in addition to the universal exclusions in Master SLA section 5.
- Recipient server rejection. Decisions by recipient mail servers to reject, defer or bounce messages, whatever the reason.
- Spam classification. Classification of messages as spam or junk by recipient-side spam filters, ISP-level filters or third-party filtering services, even if HostHere.lk’s sending IPs are clean.
- Domain reputation. Delivery failures caused by the reputation of your sending domain, including domain-level blacklisting.
- Content-based filtering. Rejection or filtering of messages based on content, subject lines, links, attachments or sender identity.
- List quality. Delivery failures caused by invalid addresses, inactive mailboxes, high bounce rates or spam trap hits from poor list quality.
- Non-compliant sending. Delivery problems caused by sending that does not follow industry standards for bulk email, as described in the Acceptable use section.
- DNS and MX dependencies. Problems caused by DNS configuration for sending domains, including MX, SPF, DKIM and DMARC records, where those records are incorrect, incomplete or still propagating. Where DNS is managed by a third party, HostHere.lk accepts no responsibility for DNS-related failures affecting bulk sending. The 72-hour DNS propagation exclusion in Master SLA section 6 applies to relevant DNS changes in the same way as described in the Business Email SLA.
5. Sending network
5.1 What HostHere.lk guarantees
HostHere.lk guarantees the following for its bulk email sending network:
- Network availability. The outbound sending network is working and able to accept and process started campaigns.
- IP cleanliness. Sending network IPs are actively monitored against major blacklists and reputation databases. If an IP is found to be listed, HostHere.lk will take reasonable steps to fix it or route through clean alternative infrastructure.
- Delivery network reputation. HostHere.lk actively maintains the reputation of its sending infrastructure to support deliverability up to the point of handoff to recipient mail servers.
- Multi-network redundancy. Where a primary upstream sending network is unavailable, HostHere.lk will make reasonable efforts to route through alternative upstream infrastructure.
5.2 What HostHere.lk does not guarantee
- inbox placement or deliverability beyond the handoff point
- acceptance of messages by recipient mail servers
- that messages will not be classed as spam by recipient-side filters
- delivery rates, open rates, click rates or any other campaign performance metric
- the behaviour of upstream sending networks beyond HostHere.lk’s submission point
5.3 Shared IP pools and dedicated IPs
Bulk email uses shared IP pools managed by HostHere.lk’s upstream sending infrastructure providers. You can request dedicated sending IPs, subject to availability and applicable fees. Where a dedicated IP is assigned, the dedicated IP terms in the Business Email SLA apply in full.
6. Acceptable use and compliance
6.1 Lawful, permission-based sending
Use the Bulk Emailing Service only for lawful business communication with recipients who have given appropriate consent where required. You must comply with HostHere.lk’s Acceptable Use Policy, applicable law (including Sri Lanka’s Electronic Transactions Act and Computer Crimes Act where relevant) and recognised standards for permission-based email.
6.2 Prohibited practices
Without limitation, the following may lead to immediate suspension or termination without credit: unsolicited bulk email; use of harvested, purchased or non-opt-in lists; malware or phishing content; exceeding plan sending limits; or any behaviour that threatens the shared sending infrastructure or other customers’ deliverability.
6.3 Relationship to the Business Email SLA
Suspension, termination and infrastructure-protection measures for abuse or compromised accounts follow the same principles as the Acceptable use and abuse section of the Business Email SLA. Where relevant they are treated as emergency security or abuse mitigation under Master SLA section 5 and are not downtime under this SLA.
7. Service credits
Credits for this service follow Master SLA section 8 in full. In short:
- A credit is available when monitoring confirms the uptime target above was missed in a rolling 30-day window, the downtime is not excluded downtime, and your account is in good standing.
- Credit = (excess downtime as a share of the 30-day window) × monthly period value × 10.
- Total credit in any rolling 30-day window is capped at 75% of the monthly period value.
- Credits are calculated on the remaining period of the billing cycle only, and are applied as account credit towards future invoices for this service.
- A cash refund of the amount above 50% of the monthly period value can be requested where the accumulated credit is above 50% of the monthly period value and above LKR 1,500.
- Credits are the sole remedy for availability failures, and do not stack for the same outage.
| Excess downtime in a 30-day window | Credit (% of monthly period value) |
|---|---|
| 43 minutes | 1% |
| 3 hours 36 minutes | 5% |
| 7 hours 12 minutes | 10% |
| 36 hours | 50% |
| 54 hours or more | 75% (the cap) |
8. How to claim a credit
- Open a support ticket through an official HostHere.lk support channel within 10 business days after the end of the rolling 30-day window in which the 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 have.
- HostHere.lk verifies the claim against its monitoring records, which are the primary authoritative reference.
- Verified credits are applied within 14 business days of claim approval. Accounts that are not in good standing cannot receive credits.
Full details are in Master SLA section 9.
9. Support
Support for this service follows Master SLA section 7. The support SLA is separate from the uptime commitment.
- Guaranteed 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.
- Best effort only: Sundays (10:00 AM to 10:00 PM) and public holidays in Sri Lanka, with no SLA guarantee.
- Outside guaranteed hours: responses are provided within an 8-hour window. The team is usually available from 6:00 AM to 1:00 AM (GMT+5:30) as a courtesy, with no credit or remedy attached.
10. Changes to this SLA
HostHere.lk may update this SLA as described in Master SLA section 10: material changes are published with a new version number and effective date, customers get at least 30 days’ notice, and continued use after the effective date means you accept the update. Governing law and the other general terms are in Master SLA section 11.
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