IM Host Service Level Agreement (SLA)

This SLA applies to shared hosting, WordPress hosting, VPS, email hosting, and related managed services provided by IM Host under an active paid subscription.

This SLA is part of our Terms of Service. In case of conflict, the Terms of Service govern commercial and legal interpretation unless stated otherwise.

IM Host targets 99.9% monthly network and infrastructure uptime for covered services.

Uptime is measured monthly and excludes approved maintenance windows, force majeure events, and exclusions listed in this SLA.

Response time is the time between ticket creation and first meaningful human response from our technical support team.

Routine maintenance is scheduled during low-traffic periods whenever possible. We aim to notify customers at least 24 hours in advance for standard maintenance and as early as practical for emergency maintenance.

Planned maintenance windows are excluded from uptime calculations when announced through official channels.

If monthly uptime falls below 99.9%, eligible customers may request a service credit applied to a future invoice.

SLA credits do not apply where downtime or degradation is caused by events outside IM Host reasonable control.

Credit requests must be submitted within 7 calendar days after the end of the affected month using the billing/support portal.

Requests should include account ID, affected service, outage timeframe, and ticket references. Approved credits are applied to future invoices and are not refundable in cash.

SLA credits described above are the sole and exclusive remedy for covered uptime shortfalls under this SLA.

We may update this SLA to reflect infrastructure changes, security requirements, or service improvements. Material changes are published on our website.

For SLA and uptime-related questions, contact IM Host Support through your customer portal or at support@imhost.sa.