Contact
Sections 1–11 are governed by the Master Service Level Agreement. Below are the service-specific terms (Sections 12 onward) for Virtual Private Server (VPS).
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 Virtual Private Server (VPS) 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 VPS 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 means the reachability of the VPS via its assigned network interface from the public internet, as measured by HostHere.lk's monitoring systems. The uptime guarantee covers the physical host node's power and network availability only. It does not extend to the operating system, software stack, or any application running within the VPS.
13.1 What is covered
The uptime guarantee covers:
13.2 What is not covered
The uptime guarantee does not cover:
Where HostHere.lk's monitoring confirms that the VPS network interface is reachable from the public internet, the service is deemed available under this SLA regardless of the operational state of any software or service running within the VPS.
VPS customers are provided with full root or administrator access to their virtual server. The following conditions apply as a result:
In the event of a confirmed physical hardware failure affecting the host node on which a customer's VPS resides, HostHere.lk will take the following actions:
| Action | Target timeframe |
|---|---|
| Incident acknowledgement | Within 30 minutes of confirmed detection during guaranteed support hours |
| Migration or hardware remediation initiated | Within 4 hours of confirmed hardware failure |
| Customer notification | As soon as practicable following confirmation of the failure |
These timeframes are targets and do not constitute a guarantee. Hardware failures that fall within the rolling 30-day uptime calculation are subject to the credit framework in Master SLA Section 8 where the applicable uptime threshold is breached.
HostHere.lk is not responsible for data loss resulting from physical hardware failure where the customer has not maintained independent backups. Refer to Section 16 for backup responsibilities.
16.1 What standard VPS plans include
Standard HostHere.lk VPS plans provide the virtual server resources defined in your order (compute, storage for your VM, and network access). Automated snapshots and managed backups from HostHere.lk are not included by default. That approach keeps standard pricing straightforward and gives you full control to design backups using your own tooling, retention rules, and off-server destinations.
16.2 Customer responsibility
On standard plans, data protection is the customer's responsibility. HostHere.lk strongly recommends a written backup strategy—including copies stored outside the VPS and, where appropriate, outside HostHere.lk infrastructure—so you can recover from misconfiguration, software failure, or security incidents without depending on a provider-managed snapshot.
16.3 Optional backup or snapshot solutions
You may contact HostHere.lk (sales or support) at any time to discuss optional backup or snapshot arrangements. Where we can propose something suitable, it is quoted separately for additional fees. If you purchase such a service, its scope, performance, and remedies are governed solely by the separate SLA or written order terms issued for that purchase — not by the infrastructure uptime provisions elsewhere in this SLA.
16.4 HostHere-managed backup and snapshot offerings
Our VPS line emphasises reliable infrastructure and your operational control. We currently do not include a managed backup or snapshot package in standard VPS orders — so your base plan is focused on performance and clarity of scope, and this SLA does not define a default snapshot schedule, retention count, or managed backup footprint for VPS. Optional HostHere-provided backup or snapshot services may be offered over time or discussed on request; whenever they apply, they are documented under the separate terms described in Section 16.3.
16.5 Termination and data held under optional services
Upon termination or suspension of the VPS service, HostHere.lk may delete optional backup or snapshot data that we host for you under a separate agreement, in accordance with those terms. For a standard VPS without such an add-on, no HostHere-managed backup or snapshot copies exist as part of this SLA. Contact support regarding possible recovery; availability and additional fees may apply where an optional service exists.
17.1 DDoS mitigation
HostHere.lk implements network-level DDoS mitigation on its infrastructure. However, the effectiveness and scope of mitigation is not guaranteed. In the event of a sustained or volumetric DDoS attack targeting a customer's VPS:
17.2 Bandwidth overuse
Where a customer's VPS exceeds the bandwidth allocation defined in their plan, HostHere.lk may throttle network throughput or suspend network access until the billing cycle resets or the customer upgrades their plan. Bandwidth-based throttling or suspension resulting from the customer's own usage does not constitute downtime under this SLA and is not eligible for credit.
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
