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Sections 1–11 are governed by the Master Service Level Agreement. Below are the service-specific terms (Sections 12 onward) for Business Email.
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 Business Email 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.
HostHere.lk guarantees 99.9% service availability for Business Email services, 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 is defined in Section 13 below. The uptime guarantee covers HostHere.lk's mail server infrastructure only. It does not extend to email delivery outcomes, upstream sending networks, or any factor outside HostHere.lk's direct infrastructure control.
Email service availability under this SLA means the simultaneous operational status of all three of the following components, as confirmed by HostHere.lk's monitoring systems:
| Component | What is measured |
|---|---|
| Webmail availability | The webmail interface is reachable via HTTPS from the public internet and a user session can be established |
| Inbound mail flow | The mail server accepts inbound SMTP connections and queues incoming messages addressed to hosted domains |
| Outbound mail submission | The mail server accepts authenticated SMTP submissions from users and queues them for delivery |
All three components must be confirmed operational for the service to be deemed available. If any one of these three fails at the server level due to a cause within HostHere.lk's control, it constitutes downtime under this SLA.
13.1 Webmail as proof of service
Where a customer reports that email is not functioning, HostHere.lk's primary diagnostic standard is webmail accessibility. If the webmail interface is accessible via HTTPS and email can be sent and received through the webmail interface, the email service shall be deemed fully operational under this SLA.
Issues arising from the configuration of third-party email clients — including but not limited to Microsoft Outlook, Apple Mail, Thunderbird, or any mobile mail application — do not constitute a service failure under this SLA. The customer is responsible for correct configuration of all third-party email clients in accordance with the connection settings published by HostHere.lk.
13.2 Server-level monitoring only
HostHere.lk monitors and guarantees availability at the mail server level. Individual mailbox availability, per-account delivery status, and per-user connection issues are not monitored or guaranteed under this SLA. A fault affecting an individual mailbox while the mail server as a whole remains operational does not constitute downtime under this SLA.
14.1 Architecture
Outbound email delivery is routed through reputed upstream sending networks operated by third-party providers. HostHere.lk does not directly operate the outbound sending infrastructure. HostHere.lk selects upstream providers based on their reliability, deliverability reputation, and published service level commitments, which are aligned with or exceed HostHere.lk's 99.9% availability target.
HostHere.lk does not disclose the identities of upstream sending providers as part of this SLA. This does not affect the customer's rights under this document.
14.2 What HostHere.lk guarantees on outbound
HostHere.lk guarantees:
HostHere.lk does not guarantee:
14.3 Shared IP pools
Outbound email is delivered through shared IP pools managed by HostHere.lk's upstream sending infrastructure providers. IP reputation within these pools is actively managed by the upstream providers.
HostHere.lk is not liable for delivery issues caused by shared IP pool reputation events that originate from other senders within the same pool and are outside HostHere.lk's direct control. Where such an event is confirmed, HostHere.lk will make reasonable efforts to remediate by routing through an alternative upstream network. Provided that mail submission remains functional during such an event, no downtime is recorded under this SLA.
14.4 Dedicated IPs
Customers requiring a dedicated outbound sending IP may request one subject to availability and applicable fees. Where a dedicated IP is assigned:
The following are excluded from the email service uptime calculation and from credit eligibility, in addition to the universal exclusions in Master SLA Section 5:
15.1 Email delivery outcomes
The uptime guarantee covers mail server availability and mail flow, not delivery outcomes. The following are excluded:
15.2 DNS and MX record dependencies
15.3 Domain reputation and blacklisting
15.4 Email client configuration
Issues arising from the customer's configuration of any third-party email client, mobile application, or email software are excluded from this SLA. This includes but is not limited to incorrect SMTP, IMAP, or POP3 settings, SSL/TLS configuration errors, and authentication failures caused by incorrect credentials.
15.5 Spam filtering decisions
Decisions made by spam filtering systems — whether operated by HostHere.lk, upstream providers, or recipient mail servers — regarding the classification or rejection of messages are excluded from this SLA.
16.1 Permitted use
The Business Email service is provided for legitimate business communication. Customers must comply with HostHere.lk's Acceptable Use Policy at all times.
16.2 Prohibited sending behaviour
The following are prohibited and may result in immediate suspension or termination of email services without notice and without credit or compensation:
16.3 Suspension for abuse
Where HostHere.lk determines, at its sole discretion, that a customer's sending behaviour constitutes abuse or poses a risk to the integrity of HostHere.lk's email infrastructure or the deliverability of other customers, HostHere.lk may:
Such suspension or termination does not constitute downtime under this SLA. No credit or compensation is payable in respect of any suspension or termination resulting from customer abuse or Acceptable Use Policy violations.
16.4 Infrastructure protection
Where a customer's sending behaviour — including but not limited to a compromised mailbox sending spam — poses a risk to the shared sending infrastructure and therefore to other customers' email deliverability, HostHere.lk reserves the right to act immediately to protect the shared environment. Such action is treated as an emergency security suspension under Master SLA Section 5.3 and does not constitute downtime under this SLA.
17.1 Email data backup
For Business Email, HostHere.lk performs daily incremental backups. All provider backups are incremental. They are intended solely for disaster recovery (for example, restoring service after a major platform or storage failure). They are not a substitute for routine mailbox archiving, legal hold, or day-to-day recovery of individual messages; customers remain responsible for their own ongoing retention and copies where required.
Schedule and retention: Backups are taken daily and kept for seven (7) days on a rolling basis. In addition, HostHere.lk maintains separate incremental retention cycles as follows:
| Layer | Frequency / cycle | Retention |
|---|---|---|
| Daily incremental (within included backup scope) | Daily | 7 days (rolling) |
| Weekly retention cycle | Weekly cycle | 4 incremental backups |
| Monthly retention cycle | Monthly cycle | 3 incremental backups |
15 GB cap per email service: Included provider backup for Business Email is subject to a hard cap of 15 GB per Business Email service (per subscribed email service). If data within the scope of backup exceeds this cap, provider backups may be unavailable, partial, or suspended until usage is within the cap or the customer obtains additional backup scope from HostHere.lk.
Extra usage: Customers may contact support to request additional backup usage or capacity beyond the 15 GB cap where offered; additional fees may apply.
Additional backup options (including expanded capacity beyond agreed limits) may also be offered subject to extra fees and may be governed by the separate SLA or order terms applicable to that purchase.
Customers may access restore assistance through the control panel or tools we provide for Business Email (where enabled), or request assistance via support channels (including tickets).
Upon termination or suspension, HostHere.lk may delete all backups associated with the email service. Contact support regarding possible recovery; limited availability and additional fees may apply.
17.2 Restoration
17.3 Customer responsibility
The default included Business Email backup (daily incremental backups, retention as described in §17.1, subject to the 15 GB per email service cap) is provided as a courtesy for disaster-recovery purposes and does not replace the customer's own data retention obligations. Customers are strongly advised to maintain local copies or archives of important email data. HostHere.lk does not guarantee the availability, completeness, or integrity of that default courtesy backup and accepts no liability for email data loss arising from failure, corruption, or unavailability of the default included offering.
If the customer has purchased additional backup options or expanded backup capacity, commitments and remedies for those features are governed solely by the separate SLA or order terms applicable to that purchase.
Other service SLAs — 99.5% uptime tier
Other service SLAs — 99.9% uptime tier
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