Service Level Agreement (SLA) summary

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	Agreed in a bespoke Order Form

Enterprise is quoted per project: its monthly uptime target is set out in the bespoke Order Form for that service rather than published here.

Uptime is measured monthly. The higher the target, the less downtime is permitted in a month before a claim applies.

Managed plans also include round-the-clock automated availability checks with alerting, managed updates and patching, daily off-site backups, free migration, and DDoS mitigation. Growth and above add a named account manager.

Does the SLA cover email?

Yes, for the mailboxes included with your Managed plan. The uptime target covers access to your mailboxes (IMAP, POP3 and webmail) and our server accepting incoming mail for your domain. It does not cover where other providers file the messages you send (inbox or spam folder), listings on third-party blocklists, or delays while outgoing mail waits in the sending queue: queued mail is held and retried, not discarded. Professional Email (Microsoft 365 or Google Workspace) lives in your own tenant and follows Microsoft's or Google's service levels, not ours.

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	1 hour
Enterprise	Agreed in a bespoke Order Form

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 support by email and through the Help Center, 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.

Send your claim in writing to billing@maxinodes.com, within 30 days of the end of the affected calendar month. That address reaches us directly rather than through the Help Center, which is why we ask for it. It is not the only valid route, though: if you raise your claim in writing somewhere else instead — in the Help Center, or by post — it still counts, provided it reaches us inside the 30 days, and we will route it ourselves. What governs is the deadline, not the channel. Include:

the service ID of the affected Managed service, as shown in your client area;
the dates and times of each period you believe was downtime; and
the duration of each of those periods.

We do not run a per-service uptime meter. We review the claim on the evidence — any monitoring you point us to, together with our own server, platform and network records, our incident and maintenance records, and the Status Page history — and confirm any credit due, or explain in writing why we consider none is due. We will not refuse a credible claim merely because we cannot corroborate it from our own records. If no written claim of any kind reaches us within those 30 days, the credit for that month is forfeited. If you claim in time but leave a detail out, we will ask you for it rather than refuse the claim.

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) and the credit amounts.

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.