Contact
Sections 1–11 are governed by the Master Service Level Agreement. Below are the service-specific terms (Sections 12 onward) for Bulk Emailing Service.
Sections 1–11 (inherited)
The Introduction & scope, Definitions, Service availability SLA framework, Scope of uptime guarantee, Universal exclusions, DNS exclusions, Support SLA, Credit & compensation framework, Credit claim process, SLA amendments & notice, and General provisions are incorporated by reference from the Master SLA. They apply fully to Bulk Emailing Service except where this service SLA expressly supplements or narrows them.
All definitions, universal exclusions, DNS exclusions, support SLA terms, credit and compensation framework, credit claim process, amendment notice, and general provisions defined in the Master SLA apply in full to this service. Where this SLA references sending infrastructure, upstream provider terms, shared IP pool management, DNS exclusions, and abuse suspension procedures, those terms are governed by SLA-05 Sections 14 and 16 respectively and apply equally to this service.
HostHere.lk guarantees 99.9% service availability for the Bulk Emailing Service, measured over a rolling 30-day window.
| Metric | 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 |
Service availability under this SLA covers two distinct components as defined in Sections 13 and 14 below. Both components must be operational for the service to be deemed available.
13.1 What is covered
The Bulk Emailing Service is delivered through a SaaS application operated by HostHere.lk. Platform availability means:
Where all of the above are confirmed operational by HostHere.lk's monitoring systems, the platform is deemed available regardless of downstream delivery outcomes.
13.2 Successful initiation as the delivery standard
HostHere.lk's guarantee extends to the successful initiation of email sending — meaning the platform accepts the send request, processes the campaign, and passes the messages to the outbound sending network. This is the point at which HostHere.lk's delivery obligation ends.
What happens beyond this handoff point — including acceptance by recipient mail servers, inbox placement, spam classification, and final delivery — is governed by factors outside HostHere.lk's control and is not covered by this SLA.
13.3 Platform maintenance
Scheduled maintenance to the SaaS platform will be communicated in advance where practicable. Emergency maintenance required to protect platform integrity or security is governed by Master SLA Section 5.3. Neither constitutes downtime under this SLA.
14.1 What HostHere.lk guarantees
HostHere.lk guarantees the following with respect to its bulk email sending network:
14.2 What HostHere.lk does not guarantee
HostHere.lk does not guarantee:
14.3 Shared IP pools and dedicated IPs
Bulk email sending uses shared IP pools managed by HostHere.lk's upstream sending infrastructure providers. Customers requiring dedicated sending IPs may request them subject to availability and applicable fees. Where a dedicated IP is assigned, the terms of SLA-05 Section 14.4 apply in full.
The following are explicitly excluded from the uptime guarantee and from credit eligibility under this SLA:
16.1 Lawful and permission-based sending
The Bulk Emailing Service must be used only for lawful business communication with recipients who have provided appropriate consent where required. Customers must comply with HostHere.lk's Acceptable Use Policy, applicable law (including Sri Lanka's Electronic Transactions Act and Computer Crimes Act where relevant), and recognised standards for permission-based email.
16.2 Prohibited practices
Without limitation, the following may result in immediate suspension or termination without credit: unsolicited bulk email; use of harvested, purchased, or non-opt-in lists; malware or phishing content; exceeding plan sending limits; or any behaviour that threatens shared sending infrastructure or other customers' deliverability.
16.3 Relationship to SLA-05
Suspension, termination, and infrastructure-protection measures relating to abuse or compromised accounts follow the same principles as SLA-05 Section 16. Such actions are treated as emergency security or abuse mitigation under Master SLA Section 5.3 where applicable and do not constitute downtime under this SLA.
Other service SLAs — 99.5% uptime tier
Other service SLAs — 99.9% uptime tier
our suuport team here for you 24/7
(+94) 71 3811 430 [email protected] Open a Ticket
