Virtual Private Server (VPS) SLA
1. Scope
This is the service level agreement for HostHere.lk Virtual Private Server (VPS) plans. Document reference SLA-06, 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 VPS services, 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 the VPS can be reached through its assigned network interface from the public internet, as measured by HostHere.lk’s monitoring. The guarantee covers the physical host node’s power and network availability only. It does not extend to the operating system, the software stack or any application running inside the VPS.
The uptime guarantee covers:
- Physical host node availability: power, hardware and hypervisor operation.
- Network connectivity to the VPS: the availability of the assigned IP address and network interface from the public internet.
- Storage infrastructure: the availability of the underlying storage layer presented to the VPS.
4. Exclusions
These are in addition to the universal exclusions in Master SLA section 5 and the DNS exclusions in section 6.
4.1 Not covered
The uptime guarantee does not cover:
- the operating system installed on the VPS and its operating state
- any software, services or applications running inside the VPS
- OS-level crashes, kernel panics or failures caused by your configuration
- services that are down inside the VPS while the VPS network interface stays reachable
- application-level availability of websites, databases or any other service hosted on the VPS
- reachability problems caused by your own firewall rules, iptables configuration or security group settings blocking inbound traffic
Where HostHere.lk’s monitoring confirms the VPS network interface can be reached from the public internet, the service is treated as available under this SLA, whatever the state of any software or service inside the VPS.
4.2 Root access
VPS customers get full root or administrator access to their virtual server. As a result:
- Any downtime, data loss, misconfiguration or instability caused by actions you take, or that anyone using your access credentials takes, through root, sudo, administrator or any other privileged access is explicitly excluded from this SLA and earns no credit.
- This includes, for example, accidental deletion of system files, misconfigured network interfaces, failed OS updates, installing incompatible software and firewall rules that make the VPS unreachable.
- If a customer-caused issue makes the VPS unreachable from the public internet, that is not downtime under this SLA.
- HostHere.lk support will make reasonable efforts to help you recover from customer-caused issues but is not obliged to under this SLA, and may charge a service fee for the help.
4.3 DDoS mitigation and null routing
HostHere.lk uses network-level DDoS mitigation on its infrastructure, but the effectiveness and scope of mitigation are not guaranteed. If a sustained or volumetric DDoS attack targets your VPS:
- HostHere.lk may null-route or filter traffic to the affected IP address to protect the stability of the wider network.
- Null routing an IP address under active DDoS attack is not downtime under this SLA, because it protects infrastructure integrity.
- HostHere.lk will make reasonable efforts to restore normal routing once the attack subsides.
4.4 Bandwidth overuse
If your VPS goes over the bandwidth allocation of its plan, HostHere.lk may throttle network throughput or suspend network access until the billing cycle resets or you upgrade. Throttling or suspension caused by your own usage is not downtime and earns no credit.
5. Hardware failure response
If a physical hardware failure is confirmed on the host node that your VPS runs on, HostHere.lk will take these actions:
| Action | Target timeframe |
|---|---|
| Incident acknowledgement | Within 30 minutes of confirmed detection during guaranteed support hours |
| Migration or hardware remediation started | Within 4 hours of confirmed hardware failure |
| Customer notification | As soon as practicable after the failure is confirmed |
These timeframes are targets, not guarantees. Hardware failures that fall within the rolling 30-day uptime calculation are subject to the credit framework in Master SLA section 8 where the uptime threshold is breached.
HostHere.lk is not responsible for data loss from physical hardware failure where you have not kept independent backups. See the next section on backups.
6. Snapshots and backups
6.1 What standard VPS plans include
Standard HostHere.lk VPS plans provide the virtual server resources set out in your order: compute, storage for your VM and network access. Automated snapshots and managed backups from HostHere.lk are not included by default. This keeps standard pricing simple and leaves you in full control of designing backups with your own tools, retention rules and off-server destinations.
6.2 Your responsibility
On standard plans, data protection is your responsibility. HostHere.lk strongly recommends a written backup strategy, with copies stored outside the VPS and, where appropriate, outside HostHere.lk infrastructure, so you can recover from misconfiguration, software failure or security incidents without relying on a provider-managed snapshot.
6.3 Optional backup or snapshot solutions
You can contact HostHere.lk (sales or support) at any time to discuss optional backup or snapshot arrangements. Where we can propose something suitable, it is quoted separately for additional fees. If you buy such a service, its scope, performance and remedies are governed solely by the separate SLA or written order terms issued for that purchase, not by the infrastructure uptime provisions elsewhere in this SLA.
HostHere.lk currently does not include a managed backup or snapshot package in standard VPS orders. This SLA does not define a default snapshot schedule, retention count or managed backup footprint for VPS. Optional HostHere.lk backup or snapshot services may be offered over time or discussed on request, and whenever they apply they are documented under separate terms.
6.4 Termination and data held under optional services
When the VPS is terminated or suspended, HostHere.lk may delete optional backup or snapshot data that it holds for you under a separate agreement, in line with those terms. For a standard VPS without such an add-on, no HostHere.lk-managed backup or snapshot copies exist under this SLA. Contact support about possible recovery; availability and additional fees may apply where an optional service exists.
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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