Linux Shared Hosting SLA
1. Scope
This is the service level agreement for HostHere.lk cPanel Linux Shared Hosting plans. Document reference SLA-01, 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 shared 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.
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
Linux shared hosting runs on shared infrastructure, where several customer accounts sit on the same physical server.
- Resource contention. Other accounts on the same server may, in exceptional cases, affect the resources available to you. HostHere.lk uses resource allocation controls to keep this to a minimum. Temporary contention caused by other accounts is not an SLA breach as long as your website stays reachable.
- Noisy neighbour events. Slower performance caused by abnormal resource use by other accounts on the server is not covered. HostHere.lk will take reasonable steps to isolate and fix such events but cannot guarantee resolution times.
- No dedicated resources. The service does not guarantee dedicated CPU, RAM or I/O. Resource limits are set per plan and are subject to HostHere.lk’s fair use policy.
4.2 cPanel access
cPanel is an ancillary service and is explicitly excluded from the uptime guarantee. cPanel being unavailable, including login, file manager, database tools, email account management and any other cPanel interface, is not downtime as long as your website stays reachable over HTTP or HTTPS.
4.3 Emergency security suspension
HostHere.lk may suspend or restrict access to cPanel and any related interface without prior notice where it reasonably decides this is necessary to protect the security or integrity of the hosting environment. This includes:
- actively exploited vulnerabilities in cPanel or related software
- suspected or confirmed compromise of server-level access
- security patches that need a temporary service interruption
These suspensions are not downtime. If your website stays reachable over HTTP or HTTPS, no downtime is recorded however long the control panel suspension lasts.
4.4 Resource limits
If your account goes over the resource limits of its plan, including disk space, bandwidth, inodes, CPU usage and concurrent connections, HostHere.lk may do any of the following without prior notice:
- throttle resource usage down to the plan limits
- temporarily suspend the account
- require you to upgrade to a higher plan
Throttling or suspension caused by your own usage is not downtime and earns no credit.
5. Backups
5.1 Default backups
HostHere.lk makes weekly incremental backups of your shared hosting account and keeps the four most recent generations. The default scope is up to 7 GB of account data per backup cycle.
| 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 the included scope, or you buy extra backup capacity where offered.
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 this service, where that is enabled. You can also contact HostHere.lk support, including by ticket, to ask for a restore or help.
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
- If self-service restore in the control panel is not used or does not work, ask support for help, including by ticket. Where backups exist, HostHere.lk will help. Older or additional restore points may sometimes exist, but do not rely on them unless support confirms them. The committed default is the weekly incremental backup within the scope above.
- 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, as set out in the current price list.
5.3 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 email 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.
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
- Linux reseller hosting (99.5% uptime)
- 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)