Applies to: All plans
This article explains what our support team helps with on each product line, where the boundaries sit, and how we handle work that falls outside support. The short version: Self-Managed is self-serve, while Managed adds proactive monitoring, managed updates and an uptime SLA. If you are still choosing between the two, see Self-Managed vs Managed hosting: which is right for you.
What does support cover on Self-Managed hosting?
Self-Managed support covers the hosting platform and your account, by email and support ticket, on a best-effort basis. Self-Managed is self-serve, which means you run your own websites and we keep the underlying platform healthy. There is no uptime SLA and no service credits on Self-Managed.
We help with:
- Account, billing and invoice questions in the client area (my.maxinodes.com).
- Platform faults: the server, cPanel, networking, the firewall, and node-level issues.
- Getting you to the right tool: cPanel for files, databases and SSL; the client area for DNS records, domains and Professional Email.
- General guidance and pointing you to the correct Help Center steps.
You look after the things inside your own account: your website code, your applications (for example WordPress, plugins and themes), your databases, and restoring from your own backups. On Self-Managed you self-restore using JetBackup in cPanel (Self-Managed Lite weekly, Plus 7-day, Pro 14-day retention).
What extra does Managed support cover?
Managed support adds proactive, hands-on care on top of everything Self-Managed includes — this is the "Hosting, handled" promise. Managed plans add:
- 24/7 monitoring and on-call so we spot and respond to issues, not just you.
- Managed updates and patching of the platform.
- Daily off-site backups kept for 30 days.
- DDoS mitigation and guided email setup, including SPF, DKIM and DMARC configuration.
- A named account manager on Growth and above.
- An uptime SLA with service credits — 99.9% on Starter, 99.95% on Growth, 99.99% on Business, and 99.99% on Enterprise (99.995% only where expressly agreed in a bespoke Order Form).
- An initial-response target on every Managed plan — 1 hour on Starter and Growth, 15 minutes on Business and Enterprise. This is an operational commitment, separate from the uptime SLA: it is not used to calculate service credits, so missing it does not by itself earn a credit.
If you want some managed-style help without moving to a Managed plan, you can add the Care Plan (EUR 39/mo) to a Self-Managed service as a configurable option.
What is out of scope for both lines?
Custom development, design and one-off project work sit outside standard support. That includes building or coding your website, writing or debugging your application code, designing themes, SEO work, and bespoke server configuration beyond the standard platform. We also cannot manage third-party consoles for you — your Microsoft 365 or Google Workspace admin, or your domain registrar's control panel — though we will gladly point you to the right option.
If you need this kind of work, contact us first. We can scope it, and where appropriate raise a quote in the client area so you know the cost before anything starts. The Care Plan also covers a defined amount of hands-on help each month.
A few things to know
- Email is resold Microsoft 365 or Google Workspace, managed in their admin consoles — there is no cPanel webmail. See How email works at Maxinodes (Microsoft 365 & Google Workspace).
- DNS records are managed by us, on our own nameservers, and edited in the client area — not the cPanel zone editor.
- Backups: the formal commitment differs by line, so keep your own backups too.
- Migration is free on every plan — Self-Managed and Managed alike. See How to migrate your site to Maxinodes.
To help us help you faster, always send the details listed in What to include when you contact support.
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