Support
People, not a chatbot. Here is how to reach us and how fast to expect an answer.
Existing customers
Email support@ifhosting.com from the address on your account; each email opens a ticket. For an outage, call (312) 313-3883 after sending the email so we can match the two.
A customer portal at billing.ifhosting.com for tickets, invoices, power control and reinstalls is on the way. Until it opens, support runs by email and phone, and invoices arrive by email.
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 | 1 hour, 24/7 | Same business day |
Business days are Monday to Friday, 9am to 6pm US Central, excluding US federal holidays. An outage means the server or its primary service is unreachable. Targets are first-response times; the SLA sets out credits.
What to include in a ticket
- The server hostname or primary IP
- What you expected, what happened, and when it started (with time zone)
- Anything that changed recently: a deploy, a package update, a DNS change
- Never include passwords. We will ask for access another way if we need it.