Service status and how to check for outages

Applies to: All plans (Self-Managed and Managed).

If your site or email goes down, the first step is to work out whether it is a wider Maxinodes outage or a problem specific to your account. Most "downtime" turns out to be account-specific (a DNS change, a resource limit, an SSL issue, or a billing suspension) rather than a platform-wide incident. This article shows you how to tell the difference and how to reach us if it is an outage.

How do I check if Maxinodes is down?

Start by checking whether the problem affects more than just you. A genuine outage usually affects many sites on a node at once; an account-specific issue only affects yours.

The fastest check is our status page. Visit status.maxinodes.com — it is hosted independently of our own platform, so it stays online even when our systems are having problems. It shows the live status of our main services — including our website, the client area, hosting, the control panel, email and webmail — along with any ongoing incident or planned maintenance. If everything there is green, the platform is healthy and the problem is almost certainly specific to your account. You can also subscribe on that page to get incident updates by email automatically.

Quick checks you can do in a couple of minutes:

1. Try a second site you know is hosted with us (for example, our own marketing site at maxinodes.com). If it loads, the platform is up and the issue is likely on your account.
2. Test your own site from a different network — switch from Wi-Fi to mobile data, or use an "is it down" style checker — to rule out your local connection or ISP.
3. Check your client area at my.maxinodes.com. If you can log in and your service shows as Active, the billing and provisioning system is online. A Suspended status points to a billing or policy issue, not an outage — see Why was my payment declined or my account suspended?

Result: If other sites load and your service shows Active, you are almost certainly looking at an account-specific problem, not a platform outage.

Is it an outage or just my account?

These common symptoms are not a platform outage and usually have a fast fix:

• 508 "Resource Limit Reached" — your account briefly hit its CloudLinux limits. It clears when usage drops. See "Resource limit reached" and 508 errors explained.
• 503 or "account suspended" — usually billing or a policy issue, not downtime.
• Domain or DNS not resolving — often a recent nameserver or record change still propagating. Our nameservers are ns1.maxinodes.com and ns2.maxinodes.com, and sites resolve to 185.185.49.198 (IPv4) and 2a00:7c80:0:286:c::10 (IPv6) — when your domain uses our nameservers, both the A and the AAAA records are created for you. A new zone also gets the mail records your mailboxes need, unless the domain's current MX record points to an outside mail service (such as Microsoft 365, Google Workspace or another host's mail server), in which case those records are copied instead. If you are switching nameservers from another host, tell us first: depending on where your email is today, the switch can start delivering incoming mail to us at once, so your mailboxes need to exist here beforehand.
• A 500 error or white screen — typically an application, plugin, or PHP issue on your site.
• Email problems with the mailboxes on your plan — first try webmail (the Webmail button on your service in the client area, or https://node11.maxinodes.com:2096) and check the status page. The usual account-specific causes are a suspended service (logins are locked, and incoming mail is held for about 4 days, then returned to the senders); a full mailbox, which refuses new mail; a lock-out after repeated wrong passwords (10 failed sign-ins within 5 minutes lock that mailbox for 5 minutes, often because a phone still has an old password saved); our firewall temporarily blocking your office's IP address after a security rule was triggered from that network, for example by failed logins on your website (open webmail in a browser from there and complete the check it shows; webmail from a phone on mobile data works meanwhile); or an MX record that does not point to mx.maxinodes.com. See My mail app can't connect, or keeps asking for my password and Email isn't sending or receiving.
• Professional Email problems — Microsoft 365 and Google Workspace run outside our servers, so check the provider's own status page and your mail DNS records.

If only your site is affected, start with Troubleshooting hub: what's wrong with my site? to find the right fix.

How do I reach you during an incident?

Contact us the same way you always do: start a live chat from any page of maxinodes.com or your client area, email support, or check this Help Center. During a confirmed incident, we will respond to chats and emails as fast as we can and keep you posted on progress.

To help us help you quickly, include your domain, the exact error text, when it started, and what you have already tried. See What to include when you contact support.

Do I get credit if there's an outage?

It depends on your plan. Managed plans include an uptime SLA with service credits if we miss the monthly target (Starter 99.9% / Growth 99.95% / Business 99.99%; the Enterprise target is agreed in a bespoke Order Form). Credits are claim-based — you submit a claim, they are not applied automatically — and are issued as account credit. Self-Managed is self-serve and has no uptime SLA and no service credits.

Support response targets (1 hour on Starter, Growth and Business; on Enterprise, as agreed in its bespoke Order Form) are separate operational commitments. They are not used to calculate credits, so a slow first reply does not by itself earn a service credit.

For the exact targets, measurement window, and how to claim, read our Service Level Agreement (SLA) summary and the full SLA on maxinodes.com.

Related articles

• Troubleshooting hub: what's wrong with my site?
• What to include when you contact support
• Service Level Agreement (SLA) summary
• Why was my payment declined or my account suspended?