Business Class Hosting SLA
1. Scope
This is the service level agreement for HostHere.lk Business Class Hosting plans. Document reference SLA-03, 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.
2. Uptime commitment
HostHere.lk guarantees 99.5% service availability for Business Class Hosting, measured over a rolling 30-day window.
| Measure | Value |
|---|---|
| Uptime target | 99.5% |
| Maximum allowable downtime per 30-day window | 3 hours 36 minutes |
| Measurement method | Rolling 30-day window |
| Monitoring | HostHere.lk internal and third-party monitoring systems |
3. How uptime is measured
Service availability means a visitor can load your hosted website over HTTP or HTTPS from the public internet. The full scope is in Master SLA section 4.
Business Class Hosting runs on the same physical infrastructure as HostHere.lk’s shared hosting. “Business Class” means higher resource allocation, priority support and enhanced service features. It is not a separate or dedicated physical infrastructure tier. For that reason the uptime guarantee is 99.5%, the same as the shared hosting infrastructure it runs on. If you need a higher uptime guarantee, consider HostHere.lk’s VPS services.
4. Exclusions
These are in addition to the universal exclusions in Master SLA section 5 and the DNS exclusions in section 6.
4.1 Shared environment
The resource contention and shared-environment conditions in the Linux Shared Hosting SLA apply equally to Business Class Hosting. Business Class accounts do, however, get higher resource limits and prioritised remediation when resource contention occurs.
4.2 cPanel access and security suspension
cPanel is an ancillary service and is excluded from the uptime guarantee. Emergency security suspensions affecting cPanel or WHM fall under the emergency security suspension exclusion in Master SLA section 5 and are not downtime. The cPanel exclusions in the Linux Shared Hosting SLA apply equally to this service.
5. Priority support
Business Class Hosting customers get priority support status.
5.1 Priority queue
Support requests from Business Class customers go into a priority queue ahead of standard shared hosting requests. The response-time targets in Master SLA section 7 apply, and Business Class requests are handled before standard-queue requests when both arrive in the same support window.
5.2 What priority support covers
- Server infrastructure and hosting environment issues
- DNS configuration where managed by HostHere.lk
- The cPanel environment and hosting platform configuration
- Backup restoration requests
5.3 What priority support does not cover
- Your website code, CMS installation, plugins or themes
- Third-party software you installed
- Database query optimisation or application-level debugging
- Problems caused by your own configuration changes
6. Backups
6.1 Default backups
The included provider backup for Business Class Hosting follows HostHere.lk’s standard default: weekly incremental backups, four generations kept, and up to 7 GB of included backup scope per cycle. Product-specific enhancements may apply where purchased.
| Backup type | Frequency | Retention |
|---|---|---|
| Incremental account backup (within included scope) | Weekly | 4 most recent generations |
If the account uses more than 7 GB, the default backup is not available until usage is back within scope or backup capacity is upgraded.
Extra backup options may be bought for an additional fee where offered, mainly (1) a longer backup window and retention (for example more frequent runs or more generations kept) and (2) higher total backup storage limits. Current fees and options are published with your service or quoted on request.
You can restore or download backups in cPanel, or another control panel we provide, where enabled, or use support channels, including priority tickets.
When the service is terminated or suspended, HostHere.lk may delete all backups for it. You can ask support whether recovery is still possible; it may be offered only in limited cases and for an additional fee.
6.2 Restoring backups
- You can recover through the control panel where available, or ask for a restore by submitting a priority support ticket. Where backups exist, HostHere.lk will help. Other restore points may sometimes exist but are not guaranteed beyond the default schedule.
- Business Class restore requests are handled ahead of standard shared hosting restore requests.
- Restores are made on a best-effort basis. This SLA does not guarantee a restoration time.
- HostHere.lk may charge a restoration fee for requests beyond two restores per billing cycle.
6.3 Your responsibility
The default backup (weekly incremental, up to 7 GB, four generations) is a courtesy. It does not replace your own backups. You are strongly advised to keep independent backups of all website files, databases and related data. HostHere.lk does not guarantee that the default backup will be available, complete or intact, and accepts no liability for data loss caused by its failure, corruption or unavailability.
If you buy additional backup options, the commitments and remedies for those features are governed solely by the separate SLA or order terms for that purchase.
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.
Other product SLAs
- Linux shared hosting (99.5% uptime)
- Linux reseller hosting (99.5% uptime)
- Managed WordPress (99.9% uptime)
- Business email (99.9% uptime)
- Virtual private servers (VPS) (99.9% uptime)
- Bulk emailing service (99.9% uptime)
- SMS & WhatsApp gateway (99.9% uptime)