Managed WordPress Hosting SLA
1. Scope
This is the service level agreement for HostHere.lk Managed WordPress Hosting plans. Document reference SLA-04, 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 99.9% service availability for Managed WordPress Hosting, 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
Service availability under this SLA means a visitor can load your WordPress website over HTTP or HTTPS from the public internet, as measured by HostHere.lk’s monitoring.
The guarantee covers the hosting infrastructure and managed platform layer only. It does not extend to the WordPress application layer (see Exclusions).
4. Exclusions
These are in addition to the universal exclusions in Master SLA section 5 and the DNS exclusions in section 6.
4.1 WordPress application layer
The uptime guarantee covers HostHere.lk’s managed hosting infrastructure. It does not cover availability problems that come from the WordPress application layer, including:
- errors, conflicts or failures in WordPress core, themes or plugins
- PHP fatal errors, and database connection errors caused by application misconfiguration
- the white screen of death or other application crashes caused by software you installed
- memory limit errors caused by your WordPress configuration or installed plugins
- WordPress updates you applied that made the application unstable
- compatibility problems between WordPress core, themes and plugins
- malware or compromise of the WordPress installation caused by weaknesses on your side
If HostHere.lk’s infrastructure diagnostic page can be reached and the hosting environment is working, your WordPress site being unavailable because of any of these is not downtime.
4.2 Staging environments
Where a staging or development environment is part of your plan:
- it is not covered by the uptime guarantee
- it is provided on a best-effort basis for development and testing only
- data loss or unavailability of a staging environment is not an SLA breach and earns no credit
- you should not use a staging environment for live production traffic
5. Responsibilities
5.1 What HostHere.lk manages
- Server infrastructure, power and network availability
- PHP version management and server-level configuration
- Web server software maintenance and security patching
- Server-level security hardening and firewall configuration
- Platform-level WordPress core updates where included in your plan
- Running managed backups as described in the Backups section
5.2 What you manage
- Choosing, installing, updating and checking the compatibility of themes and plugins
- WordPress content, media and database management
- User accounts inside the WordPress installation
- Third-party integrations and API connections set up in WordPress
- Any customisations or code you add to the installation
- Making sure plugins and themes come from reputable sources
5.3 Support scope
Managed WordPress support covers server infrastructure and platform-level issues as listed under “What HostHere.lk manages”. It does not include WordPress application debugging, plugin troubleshooting, theme customisation or help with managing content, unless your plan expressly includes it.
6. Backups
6.1 Default backups
Included HostHere.lk backups for Managed WordPress Hosting follow the same default as our other cPanel-based services: weekly incremental backups, four generations kept, and up to 7 GB of included scope per cycle, unless you buy a different allocation. Plan-specific or add-on options, such as more frequent runs or on-demand snapshots through support, may apply where your plan includes them.
| Backup type | Frequency | Retention |
|---|---|---|
| Incremental WordPress backup (files and database, 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 storage 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 for Managed WordPress Hosting, where enabled, or use support channels, including 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 submit a support ticket. Where backups exist, HostHere.lk will help. Other restore points may sometimes exist but are not guaranteed beyond the default schedule.
- Managed WordPress restore requests are treated as priority requests.
- Restores are made on a best-effort basis. HostHere.lk will make reasonable efforts to complete a restore within 4 business hours of the request being confirmed during guaranteed support hours.
- Restore requests beyond two per billing cycle may carry a restoration fee, as set out in the current price list.
6.3 Your responsibility
The default backup (weekly incremental within the standard 7 GB scope, four generations) is a courtesy. It does not replace your own backups. 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. You are strongly advised to keep independent off-site backups of your WordPress files and databases, especially before updates or major changes.
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
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- Business email (99.9% uptime)
- Virtual private servers (VPS) (99.9% uptime)
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