Draft. This document is under legal review and may change before it is final. Questions: support@ifhosting.com.
Effective 2026-10-28
This Service Level Agreement applies to dedicated servers from IFHosting once they have been handed over to you.
1. Network availability: 99.9% monthly
The network is available when your server's primary IP address can exchange traffic with the public internet through our network. Availability is measured by our external monitoring each calendar month.
2. Hardware replacement
When a hardware component we supply fails, we begin replacement promptly after diagnosing the fault. Our target is to complete replacement of a failed drive, memory module or power supply within 4 hours of diagnosis, subject to scheduling with the data center. Hardware replacement does not include restoring your data; on managed tiers we restore from your most recent managed backup.
3. Support response targets
| Tier | Outage: first response | Other requests |
|---|---|---|
| Unmanaged | 4 hours, 24/7 | Next business day |
| Essential Managed | 4 hours, 24/7 | Next business day |
| Pro Managed / Priority SLA add-on | 1 hour, 24/7 | Same business day |
Response means a person has acknowledged the issue and started work, not that it is resolved.
4. Service credits
| Monthly network availability | Credit (% of the affected server's monthly fee) |
|---|---|
| Below 99.9% | 10% |
| Below 99.5% | 25% |
| Below 99.0% | 50% |
A missed outage response target on Pro Managed or the Priority SLA add-on earns a credit of 5% of that month's management fee per incident. Total credits in a month are capped at 50% of the affected server's monthly fee.
5. Exclusions
Downtime does not count toward availability when caused by:
- Scheduled maintenance announced at least 48 hours in advance (up to 4 hours a month), or emergency security maintenance;
- Your software, configuration or actions, or anyone using your credentials;
- Suspension under the Terms of Service or Acceptable Use Policy;
- DDoS attacks beyond the capacity of the included network filtering;
- Events beyond our reasonable control.
6. Claiming a credit
Email support@ifhosting.com within 30 days of the end of the affected month with the server, dates and times. Credits apply to your next invoice, are not paid in cash, and are your sole remedy for the events this SLA covers.