Linux Reseller Hosting SLA
1. Scope
This is the service level agreement for HostHere.lk Linux Reseller Hosting plans. Document reference SLA-02, 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 Linux reseller 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 under this SLA means the reseller’s hosting environment, and the websites hosted in it, can be reached over HTTP or HTTPS from the public internet, as measured by HostHere.lk’s monitoring.
4. Exclusions
These are in addition to the universal exclusions in Master SLA section 5 and the DNS exclusions in section 6.
4.1 Reseller scope boundary
This SLA covers HostHere.lk’s obligations to the reseller account holder only. HostHere.lk’s commitment is limited to:
- the availability of the reseller’s allocated server resources
- the reachability of websites hosted in the reseller’s environment over HTTP or HTTPS
- the operating status of the underlying shared hosting infrastructure
HostHere.lk’s obligations under this SLA do not extend to:
- the reseller’s end customers or any other third party
- any SLA the reseller has separately offered to its own customers
- problems caused by the reseller’s account configuration, WHM settings or resource allocation decisions
- disputes between the reseller and its end customers
The reseller alone is responsible for all service level, support and contractual obligations it has taken on towards its own customers.
4.2 WHM access
WHM (Web Host Manager) is an ancillary service and is explicitly excluded from the uptime guarantee. WHM being unavailable, including reseller account management, package configuration, DNS zone management and any other WHM interface, is not downtime as long as the websites in the reseller’s environment stay reachable over HTTP or HTTPS. Emergency security suspensions affecting WHM are covered by the emergency security suspension exclusion in Master SLA section 5 and are not downtime.
4.3 Reseller’s end customers
HostHere.lk gives no warranty, guarantee or support commitment to any end customer of the reseller. This applies without exception:
- Issues reported to HostHere.lk support on behalf of a reseller’s end customers are not handled under this SLA unless they come from HostHere.lk’s infrastructure.
- HostHere.lk will not contact a reseller’s end customers directly about service status, incidents or credits.
- The reseller is responsible for all communication, support and fixes for its end customers.
- HostHere.lk accepts no liability for any consequential loss, claim or obligation arising from the reseller’s own SLA commitments to its customers.
5. Backups
5.1 Default backups
HostHere.lk makes included provider backups at the reseller account level: weekly incremental backups, keeping the four most recent generations, with a default scope of up to 7 GB per backup cycle.
| Backup type | Frequency | Retention |
|---|---|---|
| Incremental reseller-account backup (within included scope) | Weekly | 4 most recent generations |
If the reseller account uses more than 7 GB, the default backup is not available until usage is back within scope, or additional backup capacity is bought where offered. Backups of individual end-customer accounts within WHM are the reseller’s responsibility to set up and maintain.
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.
The reseller and its end users can restore or download backups in cPanel, WHM or another control panel we provide, 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.
5.2 Restoring backups
- Restore requests must come from the reseller account holder, not from end customers. Self-service restore may be available in the control panel where enabled; otherwise contact support. Where backups exist, HostHere.lk will help. Older or full restore points may occasionally exist but are not guaranteed beyond the default schedule.
- 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 one restore per billing cycle.
5.3 Your responsibility
The default backup at reseller account level (weekly incremental, up to 7 GB, four generations) is a courtesy. It does not replace the reseller’s 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. The reseller stays responsible for independent backups of every account in its environment and for providing backups to its end customers.
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.
6. 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) |
7. 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.
8. 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.
9. 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 class 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)