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This Master SLA defines Pillar 1 (service availability) and Pillar 2 (support) as separate commitments. Service-specific SLAs supplement this document where linked from Section 12.
Document reference: MASTER
Version: 2.3
Effective date: 15 January 2026
Applies to: All HostHere.lk services
This Master SLA forms part of your agreement with HostHere.lk when you order or use any of our services. It defines two distinct and independent commitments:
These two pillars are measured separately, have separate remedies, and are subject to separate exclusions. A breach of one does not constitute a breach of the other.
Where a service-specific SLA exists for a product you purchase, that document supplements this Master SLA for that service only. All definitions, exclusions, frameworks, and general provisions in this Master SLA apply in full to every service-specific SLA unless explicitly overridden in that document.
"Ancillary services": Control panels (including cPanel and WHM), webmail interfaces, FTP and SFTP access, database management interfaces (including phpMyAdmin), billing portals, client area, and any interface or tool associated with a hosting account that is not the hosted website itself.
"Billing cycle fee": The recurring fee paid for the affected service for the current billing cycle, excluding taxes, setup fees, domain registration fees, and one-time charges.
"Credit": A billing adjustment applied to future invoices for the affected service, calculated in accordance with Section 8.
"DNS change": Any modification to an A record, CNAME record, or nameserver (NS) record associated with a hosted domain, as recorded in HostHere.lk's systems.
"Downtime": A continuous period during which the hosted website is not reachable via HTTP or HTTPS from the public internet, as confirmed by HostHere.lk's monitoring systems, and which is not Excluded Downtime.
"Emergency maintenance": An unplanned service interruption initiated by HostHere.lk to apply critical security patches, resolve active infrastructure failures, or prevent imminent harm to the hosting environment.
"Emergency security suspension": A proactive suspension of access to any service, interface, or control panel initiated by HostHere.lk where HostHere.lk reasonably determines that such action is necessary to protect the security or integrity of the hosting environment, including in response to known or suspected vulnerabilities in third-party software (including control panel software).
"Guaranteed support hours": Monday to Saturday, 10:00 AM to 10:00 PM Sri Lanka Standard Time (UTC+5:30).
"Incident": A confirmed failure of a covered service component to meet the stated availability target during a Rolling Window, as determined by HostHere.lk's monitoring systems.
"Monthly period value": For monthly billing plans, the monthly fee for the affected service. For annual billing plans, the annual fee divided by 12. For bi-annual or other multi-month billing plans, the total fee paid divided by the number of months in the billing term. The monthly period value excludes taxes, setup fees, domain registration fees, and one-time charges.
"Monitoring": HostHere.lk's combination of internal monitoring systems and third-party monitoring tools used to measure service availability. HostHere.lk's monitoring records are the primary authoritative reference for all credit calculations and uptime determinations.
"Propagation period": The 72-hour window following a DNS change, during which DNS resolution may be inconsistent across the public internet due to ISP and resolver-level caching.
"Remaining period": The number of full months remaining in the current billing cycle at the time of the qualifying Incident, calculated from the date of the Incident to the end of the billing cycle. Consumed service has no credit value.
"Rolling window": A continuous 30-day period ending at the time of measurement, used for uptime calculation and credit accumulation. This is not a calendar month.
"Service availability": The ability of a visitor to successfully load the customer's hosted website via HTTP or HTTPS from the public internet, as measured by HostHere.lk's monitoring systems. Service availability does not include the availability of ancillary services.
"Service-specific SLA": A document supplementing this Master SLA that defines uptime targets, service scope, and additional exclusions specific to a named HostHere.lk service.
"Sri Lanka public holidays": Public holidays as gazetted by the Government of Sri Lanka.
The service availability SLA is an infrastructure commitment. It operates continuously, 24 hours a day, 7 days a week, 365 days a year. It is independent of HostHere.lk's support hours, staffing availability, or support SLA commitments.
Uptime targets by service (percentage targets only; allowable downtime is derived from these percentages over each rolling 30-day window):
Measurement: Uptime is calculated over a rolling 30-day window and expressed as the percentage of that window during which covered service availability requirements were met, after excluding Excluded Downtime. HostHere.lk records the result as an uptime percentage against the applicable target in the list above.
Monitoring authority: HostHere.lk measures service availability using a combination of internal monitoring systems and third-party monitoring tools. HostHere.lk's monitoring records are the primary authoritative reference for all uptime calculations and credit determinations.
Diagnostic standard: Where HostHere.lk's infrastructure diagnostic page is accessible from the public internet, services shall be deemed available regardless of the status of any ancillary service associated with the hosting account.
4.1 What is covered
The uptime guarantee covers:
4.2 What is not covered
The uptime guarantee does not cover:
The following are excluded from uptime calculations and from credit eligibility:
6.1 Externally managed DNS
Where a customer's domain DNS is managed by a third-party provider — including but not limited to Cloudflare, GoDaddy, or the customer's own nameservers — HostHere.lk accepts no responsibility for DNS-related unavailability. Such scenarios are excluded from the uptime SLA in full.
6.2 DNS propagation window
Where DNS is managed by HostHere.lk, any DNS change triggers a 72-hour propagation period exclusion. During this period, DNS-related unavailability is excluded from the uptime SLA.
6.3 ISP and resolver caching beyond 72 hours
Where a customer's internet service provider or DNS resolver caches DNS records beyond the 72-hour propagation window, HostHere.lk accepts no responsibility for continued resolution issues. Such caching is entirely outside HostHere.lk's control. Customers experiencing persistent resolution issues beyond 72 hours of a DNS change should contact HostHere.lk support.
6.4 DNS coverage summary
The support SLA is a people commitment. It is independent of the service availability SLA. A service availability breach does not constitute a support SLA breach, and a support SLA breach does not affect uptime credit calculations.
7.1 Support channels
7.2 Guaranteed support hours
7.3 Extended availability
HostHere.lk's team is typically available from 6:00 AM to 1:00 AM SLT on most days. This extended availability is provided as a courtesy on a best-effort basis and does not form part of this Support SLA. No credit or remedy applies for support interactions outside guaranteed hours.
7.4 Response time commitments
Response-time targets apply from when the request is received through an official HostHere.lk support channel listed in Section 7.1.
8.1 Eligibility
Credits are available where HostHere.lk's monitoring confirms that the applicable uptime target was not met during a rolling 30-day window, the downtime is not Excluded Downtime, and the account is in good standing.
8.2 Credit calculation
Credits are calculated at 10 times the actual excess downtime, expressed as a proportion of the Monthly Period Value.
Credit = (Excess downtime as a proportion of the rolling 30-day window) × Monthly Period Value × 10
Excess downtime means the portion of the rolling window by which qualifying downtime exceeded what is permitted under the applicable uptime percentage target for your service tier.
8.3 Credit cap
Total accumulated credit in any rolling 30-day window shall not exceed 75% of the Monthly Period Value.
8.4 Remaining period basis
Credits are calculated against the remaining period of the billing cycle only. Service already consumed has no credit value. The credit value is applied proportionally to the months remaining from the date of the qualifying Incident to the end of the current billing cycle.
8.5 Credit form
Credits are applied as account credit toward future invoices for the affected service.
8.6 Cash refund eligibility
A customer may request a cash refund instead of account credit where both of the following conditions are met:
Where both conditions are met, the customer may request a cash refund of the amount exceeding 50% of the Monthly Period Value. The portion at or below 50% of the Monthly Period Value remains as account credit.
Where no future invoices exist for the affected service (end of contract or cancellation), the full eligible credit value is paid as cash within 30 days of the account closure, subject to the conditions above.
8.7 Credits as sole remedy
Except where required by applicable law, credits are the sole and exclusive remedy for service availability failures. HostHere.lk is not liable for lost revenue, lost profits, data loss, or any indirect or consequential damages arising from service unavailability.
8.8 Non-duplication
Credits do not stack for the same underlying outage event. Where an outage affects multiple services simultaneously due to a single root cause, credits are calculated per service independently but no single event generates duplicate credits for the same period.
Submission: Credit claims must be submitted by opening a support ticket through an official HostHere.lk support channel.
Deadline: Claims must be submitted within 10 business days of the end of the rolling 30-day window in which the qualifying downtime occurred.
Information required:
Verification: HostHere.lk will correlate the claim against internal monitoring records and third-party monitoring data. HostHere.lk's monitoring records are the primary authoritative reference. Disputes are resolved in good faith based on available records.
Processing time: Verified credits will be applied to the customer's account within 14 business days of claim approval.
Good standing requirement: Accounts with outstanding balances, active policy violations, or fraud flags are not eligible to receive credits until the account is restored to good standing.
HostHere.lk may update this Master SLA or any service-specific SLA to reflect infrastructure changes, regulatory requirements, or improved clarity.
Governing law: This Master SLA and all service-specific SLAs are governed by the laws of Sri Lanka. Any disputes arising under this SLA shall be subject to the jurisdiction of the courts of Sri Lanka.
Relationship to other documents: This Master SLA applies together with HostHere.lk's Terms of Service and Acceptable Use Policy. In the event of a conflict, the order of precedence is: (1) service-specific SLA, (2) this Master SLA, (3) Terms of Service.
Data ownership: Customer data remains the property of the customer at all times. HostHere.lk will not access customer data except where necessary to provide support, perform maintenance, or comply with a legal obligation.
Severability: If any provision of this SLA is found to be invalid or unenforceable, the remaining provisions continue in full force and effect.
Assignment: Customers may not assign their rights under this SLA without HostHere.lk's prior written consent. HostHere.lk may assign its rights in connection with a merger, acquisition, or sale of assets.
Credits as sole remedy: Except where required by applicable law, service credits as described in Section 8 are the sole and exclusive financial remedy available to customers under this SLA.
Contact: All SLA-related inquiries and credit claims must be submitted through HostHere.lk's official support channels.
Each service below has a dedicated SLA document covering the uptime target, service scope, service-specific exclusions, and (where applicable) provider backup or snapshot rules for that product. Select the SLA matching your service.
All service-specific SLAs inherit this Master SLA in full. Each service-specific SLA defines only the terms unique to that service.
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