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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 SMS & WhatsApp Gateway.
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 SMS & WhatsApp Gateway 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% availability of the SMS & WhatsApp Gateway platform, 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 |
Platform availability means the HostHere.lk gateway application — including the sending dashboard, API endpoints, bulk sending interface, and automation engine — is accessible and operational. Platform availability is the sole metric governed by the uptime guarantee under this SLA.
The uptime guarantee does not extend to delivery channel availability, carrier network availability, third-party API availability, or device-level availability, as these are governed by the channel-specific terms in Sections 14 through 17.
The SMS & WhatsApp Gateway service comprises four distinct delivery channels, each with its own infrastructure layer, handoff point, and liability boundary. All four channels share the same platform layer covered in Section 12.
| Channel | Reference | Platform layer | Delivery layer |
|---|---|---|---|
| SMS via ISP carrier network | Section 14 | HostHere platform | ISP/carrier network |
| SMS via Android phone | Section 15 | HostHere platform + app | Customer device and SIM |
| WhatsApp Official API | Section 16 | HostHere platform | Meta API and network |
| WhatsApp Unofficial Automation | Section 17 | HostHere platform | Connected phone number |
Each channel is subject to its own guarantee scope and exclusions as defined below. A customer's subscription may cover one or more channels depending on their plan. The uptime guarantee in Section 12 applies to the platform layer across all channels. Channel-level availability is governed solely by the applicable section below.
14.1 Service description
This channel delivers SMS messages using a registered SMS mask — a sender ID assigned through HostHere.lk's connectivity to ISP carrier networks. Messages are submitted through the HostHere.lk platform and routed to the applicable ISP carrier network for onward delivery to the recipient's handset.
14.2 HostHere.lk's guarantee
HostHere.lk guarantees:
HostHere.lk's delivery obligation ends at the point the message is handed off to the ISP carrier network. This is the defined service boundary for this channel.
14.3 Carrier network exclusions
From the point of handoff to the ISP carrier network, delivery is outside HostHere.lk's control and is governed by the rules, policies, and regulatory framework of the applicable carrier and the Telecommunications Regulatory Commission of Sri Lanka (TRCSL).
The following are excluded from this SLA:
14.4 Mask registration and TRCSL compliance
SMS mask registration is subject to TRCSL regulations and the terms presented to the customer at the point of mask registration. Those terms govern the permitted use of the registered mask and take precedence over this SLA for all matters relating to mask usage, content restrictions, and carrier-level compliance.
Customers are responsible for ensuring that all messages sent using a registered mask comply with TRCSL regulations and the conditions of their mask registration at all times.
15.1 Service description
This channel delivers SMS messages by routing send requests from the HostHere.lk platform through a connected Android device running HostHere.lk's SMS forwarding application. The Android device uses its configured SIM card and available SMS plan or credits to send messages through the mobile network.
15.2 Device ownership
Under the standard SMS via Android Phone service, the Android device is owned and operated by the customer. HostHere.lk provides only the SMS forwarding application and the platform infrastructure connecting to it.
Where HostHere.lk has agreed to provide, manage, or deliver Android devices on the customer's behalf, those arrangements are governed by a separate dedicated agreement between HostHere.lk and the customer. That agreement takes precedence over this section for all matters relating to device availability, maintenance, and responsibility. In the absence of such an agreement, the customer is solely responsible for the device as described in Section 15.3.
15.3 HostHere.lk's guarantee
HostHere.lk guarantees:
HostHere.lk's delivery obligation ends at the point the send instruction is passed to the Android application on the connected device. This is the defined service boundary for this channel.
15.4 Customer device and SIM responsibility
The customer is solely responsible for:
The following are excluded from this SLA:
15.5 No delivery guarantee
HostHere.lk does not guarantee SMS delivery for messages sent via this channel. Delivery depends entirely on the operational status of the customer's device, SIM, and mobile network. HostHere.lk's obligation is limited to passing the send instruction to the application running on the customer's connected device.
16.1 Service description
This channel delivers WhatsApp messages using the official Meta WhatsApp Business API. Messages are submitted through the HostHere.lk platform and passed to Meta's API for delivery through Meta's WhatsApp network.
16.2 HostHere.lk's guarantee
HostHere.lk guarantees:
HostHere.lk's delivery obligation ends at the point the message is successfully submitted to Meta's API. This is the defined service boundary for this channel.
16.3 Meta API exclusions
From the point of submission to Meta's API, delivery is governed entirely by Meta's infrastructure, policies, and terms of service. The following are excluded from this SLA:
16.4 Meta governing terms
Use of the Official WhatsApp API channel is subject to Meta's WhatsApp Business Terms of Service and applicable messaging policies in addition to this SLA. Where Meta's terms impose obligations on the customer — including content requirements, template registration, and opt-in requirements — the customer is solely responsible for compliance. HostHere.lk accepts no liability for account restrictions or service interruptions arising from the customer's non-compliance with Meta's policies.
17.1 Service description
This channel delivers WhatsApp messages using unofficial WhatsApp automation technology via a customer-connected WhatsApp number. Messages are sent programmatically from the connected number through HostHere.lk's automation platform.
17.2 Nature of unofficial automation
The customer acknowledges that this channel operates using unofficial WhatsApp automation methods that are not sanctioned by Meta. By using this channel, the customer accepts the inherent limitations, risks, and instability associated with unofficial automation, including:
17.3 HostHere.lk's guarantee
HostHere.lk guarantees:
HostHere.lk's delivery obligation ends at the point the message is sent from the connected WhatsApp number. This is the defined service boundary for this channel.
17.4 Disconnection events
Disconnections may occur as a result of:
HostHere.lk-caused disconnections: Where a disconnection is caused by an update to HostHere.lk's own platform, HostHere.lk will notify affected customers promptly and provide reconnection instructions. HostHere.lk will make reasonable efforts to restore compatibility within a reasonable timeframe. Platform unavailability during this period counts toward the uptime calculation in Section 12.
Meta-caused disconnections: Where a disconnection is caused by a change to WhatsApp's platform, application, or enforcement actions by Meta, this is excluded from this SLA. HostHere.lk will notify affected customers and provide reconnection instructions as soon as practicable. No downtime is recorded and no credit is payable for Meta-caused disconnections.
17.5 Reconnection responsibility
Regardless of the cause of a disconnection, the customer is responsible for completing the reconnection process following HostHere.lk's published reconnection instructions. HostHere.lk's obligation is limited to providing timely notification and reconnection guidance. Delays in reconnection caused by the customer's inaction do not extend any credit entitlement.
17.6 Unofficial automation exclusions
The following are excluded from this SLA for this channel:
18.1 Number and account bans
Across all channels under this SLA, the customer acknowledges that sending numbers, registered masks, and connected accounts may be banned, restricted, or deactivated by the relevant network authority — whether that is a mobile carrier, TRCSL, or Meta — as a result of:
HostHere.lk accepts no responsibility for bans or restrictions applied by third-party network authorities and does not guarantee the reinstatement of any banned number, mask, or account. No credit or compensation is payable in respect of any ban or restriction applied by a third-party authority.
18.2 HostHere.lk-initiated suspension
Where HostHere.lk determines that a customer's sending behaviour poses a risk to the integrity of its platform or the service quality of other customers, HostHere.lk may immediately suspend the customer's account across any or all channels without prior notice. Such suspension does not constitute downtime under this SLA and no credit or compensation is payable.
19.1 Content compliance
The customer is solely responsible for ensuring that all messages sent through any channel under this SLA comply with:
19.2 Recipient consent
The customer must ensure that all recipients have provided appropriate consent to receive messages through the applicable channel before any message is sent. HostHere.lk does not verify recipient consent and accepts no liability for messages sent to recipients who have not consented.
19.3 Prohibited content
The following content is prohibited across all channels:
20.1 Plan limits
Each plan includes defined sending volume limits as published in the applicable plan specifications. Limits may apply per channel, per day, or per billing cycle depending on the plan tier.
20.2 Carrier and platform throttling
In addition to plan-level limits, sending throughput may be subject to throttling imposed by:
Throttling applied by third-party networks or carriers does not constitute downtime under this SLA. Throttling applied by HostHere.lk's own platform as a result of the customer's volume usage does not constitute downtime under this SLA.
20.3 Android SMS channel limits
For the Android phone channel, sending throughput is additionally subject to the limits imposed by the customer's SIM card plan and the applicable mobile carrier. HostHere.lk has no visibility into or control over these limits. The customer is responsible for ensuring their SIM plan supports the intended sending volume.
Other service SLAs — 99.5% uptime tier
Other service SLAs — 99.9% uptime tier
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