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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 Linux Shared 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 Linux Shared 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 Linux shared 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.
Linux shared hosting operates on a shared infrastructure environment where multiple customer accounts reside on the same physical server. The following conditions apply:
14.1 cPanel access exclusion
cPanel access is an ancillary service and is explicitly excluded from the uptime guarantee under this SLA. The unavailability of cPanel — including login access, file manager, database management tools, email account management, and all cPanel-based interfaces — does not constitute downtime under this SLA, provided the hosted website remains reachable via HTTP or HTTPS.
14.2 Emergency security suspension
HostHere.lk reserves the right to suspend or restrict access to cPanel and any related interface without prior notice where HostHere.lk reasonably determines that such action is necessary to protect the security or integrity of the hosting environment. This includes but is not limited to:
Such suspensions do not constitute downtime under this SLA. Where the hosted website remains reachable via HTTP or HTTPS during a security suspension, no downtime is recorded regardless of the duration of the control panel suspension.
15.1 HostHere.lk backup schedule (default)
For included provider backups, HostHere.lk performs weekly incremental backups of the shared hosting account and retains four generations. The default backup scope covers up to 7 GB of account data per backup cycle.
| 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 described above is not available until usage is within the included scope or the customer purchases additional backup capacity where offered.
Additional backup options may be purchased for extra fees where offered, principally: (1) expanding the backup window and retention (e.g. more frequent backup runs and/or more generations kept), and (2) raising total backup storage limits. Current fees and options are published with your service or quoted on request.
Customers may restore or download backups using cPanel or another control panel we provide for this service, where that functionality is enabled. Alternatively, they may contact HostHere.lk through support channels (including support tickets) to request a restore or assistance.
Upon termination or suspension of the service, HostHere.lk may delete all backups associated with that service. Customers may contact support to ask whether any recovery is still possible; this may be offered only in limited circumstances and for an additional fee, depending on availability and timing.
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 email 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.
Where a customer's hosting account exceeds the resource limits defined in their plan — including but not limited to disk space, bandwidth, inodes, CPU usage, and concurrent connections — HostHere.lk may take the following actions without prior notice:
Resource-based throttling or suspension resulting from the customer's own usage patterns does not constitute downtime under this SLA and is not eligible for credit.
Other service SLAs — 99.5% uptime tier
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