Applies to: Managed only. Self-Managed plans are self-serve and have no uptime SLA.
Our Service Level Agreement (SLA) is a promise about uptime on Managed plans, measured monthly. If we miss the target for your plan, you can claim service credit. Self-Managed plans do not include an SLA or service credits. This article is a short summary; the full SLA is published on maxinodes.com.
What uptime do you guarantee?
We guarantee a different monthly uptime target for each Managed plan:
| Managed plan | Monthly uptime target |
|---|---|
| Starter | 99.9% |
| Growth | 99.95% |
| Business | 99.99% |
| Enterprise | 99.99% (99.995% by agreement) |
Enterprise is committed at 99.99% as standard. A higher 99.995% commitment is available only where it is expressly agreed in a bespoke Order Form for that Enterprise service — it is not the standard Enterprise figure.
Uptime is measured monthly. The higher the target, the less downtime is permitted in a month before a claim applies.
Managed plans also include 24/7 monitoring and on-call response, managed updates and patching, daily off-site backups, free migration, and DDoS mitigation. Growth and above add a named account manager.
What about response times?
Every Managed plan has an initial-response target for support requests:
| Managed plan | Initial-response target |
|---|---|
| Starter | 1 hour |
| Growth | 1 hour |
| Business | 15 minutes |
| Enterprise | 15 minutes |
These response targets are operational commitments, not part of the uptime SLA. They are not used to calculate service credits, and missing a response target does not by itself earn you a credit. Service credits come from the monthly uptime target above.
Does Self-Managed have an SLA?
No. Self-Managed plans are self-serve, with email and ticket support but no uptime guarantee and no service credits. If you need an uptime SLA, choose a Managed plan. See Self-Managed vs Managed hosting to compare.
How do service credits work?
If we miss your plan's monthly uptime target, you can claim a service credit applied as account credit. Credits are claim-based, not automatic — you must submit a claim to receive them. Start a chat or email support with your domain and the affected dates, and we will review the claim against the monthly measurement.
Service credit is applied to your account; it is not a cash refund. The full SLA on maxinodes.com sets out exactly how downtime is measured, what counts as excluded downtime (for example, scheduled maintenance), the credit amounts, and the deadline for submitting a claim.
Where do I read the full SLA?
Read the full Service Level Agreement on maxinodes.com. The page on the website is the authoritative version; if anything here differs from it, the published SLA applies.
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