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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 Class Hosting.
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 Class Hosting 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 99.5% service availability for Business Class Hosting services, measured over a rolling 30-day window.
| Metric | 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 |
Service availability means the ability of a visitor to successfully load the customer's hosted website via HTTP or HTTPS from the public internet. Refer to Master SLA Section 4 for full scope definition.
Business Class Hosting operates on the same physical infrastructure as HostHere.lk's shared hosting environment. The Business Class designation refers to elevated resource allocation, priority support access, and enhanced service features. It does not represent a separate or dedicated physical infrastructure tier.
Accordingly, the uptime guarantee applicable to this service is 99.5%, consistent with the shared hosting infrastructure on which it operates. Customers requiring a higher uptime guarantee should consider HostHere.lk's VPS services.
Resource contention and shared environment conditions described in the shared hosting environment apply equally to Business Class Hosting. However, Business Class accounts are allocated higher resource limits and receive prioritised remediation in the event of resource contention.
Business Class Hosting customers receive priority support status. The following apply:
14.1 Priority queue
Support requests from Business Class Hosting customers are placed in a priority queue, ahead of standard shared hosting support requests. The response time targets defined in Master SLA Section 7.4 apply, with Business Class requests processed before standard queue requests where both are received within the same support window.
14.2 Scope of HostHere.lk support
Priority support covers:
Priority support does not cover:
14.3 cPanel exclusion and security suspension
cPanel access is an ancillary service and is excluded from the uptime guarantee under this SLA. Emergency security suspensions affecting cPanel or WHM are governed by Master SLA Section 5.3 and do not constitute downtime under this SLA. Refer to SLA-01 Section 14 for full detail on cPanel exclusions, which apply equally to this service.
15.1 HostHere.lk backup schedule (default)
The included provider backup for Business Class Hosting follows HostHere.lk’s standard default: weekly incremental backups, four generations retained, and up to 7 GB included backup scope per cycle. Product-specific enhancements may apply where purchased.
| Backup type | Frequency | Retention |
|---|---|---|
| Incremental account backup (within included scope) | Weekly | 4 most recent generations |
If the account’s used storage exceeds 7 GB, the default provider backup is not available until within scope or backup capacity is upgraded.
Additional backup options may be purchased for extra fees where offered: (1) backup window and retention, and (2) total backup storage limits. Current fees and options are published with your service or quoted on request.
Customers may restore or download backups via cPanel or another control panel we provide, where enabled, or use support channels (including priority tickets).
Upon termination or suspension, HostHere.lk may delete all backups for the service. Contact support regarding possible recovery; limited availability and additional fees may apply.
15.2 Backup restoration
15.3 Customer responsibility
The default included backup (weekly incremental, up to 7 GB, four generations) is provided as a courtesy and does not replace the customer's own backup obligations. Customers are strongly advised to maintain independent backups of all website files, databases, and associated data. HostHere.lk does not guarantee the availability, completeness, or integrity of that default courtesy backup and accepts no liability for data loss arising from failure, corruption, or unavailability of the default included offering.
If the customer has purchased additional backup options, 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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