This SLA applies to all MapleDeploy managed servers on active paid subscriptions. Free trials are covered by the same uptime target but are not eligible for service credits.
Uptime commitment
MapleDeploy targets 99.9% monthly uptime for customer VMs. This allows for approximately 44 minutes of downtime per month. Uptime is measured as the percentage of minutes in a calendar month during which your server is reachable and responsive.
What counts as downtime: Your VM is unreachable due to an issue within MapleDeploy's or our infrastructure provider's control. This includes host hardware failures, network outages within our provider's infrastructure, and MapleDeploy platform errors that prevent your server from operating.
What doesn't count as downtime: Issues caused by your applications, configurations, or actions within Coolify. See exclusions below.
Service credits
If we miss the 99.9% target in a given calendar month, you're eligible for a credit applied to your next invoice.
| Monthly uptime | Credit (% of that month's fee) |
|---|---|
| 99.5% to 99.9% | 10% |
| 99.0% to 99.5% | 25% |
| Below 99.0% | 50% |
Maximum credit: 50% of the affected month's subscription fee. Credits are not refundable for cash and cannot exceed the fees paid for the affected service in the affected month.
How to claim: Email hello@mapledeploy.ca within 30 days of the end of the affected month. Include your account email and the dates/times of downtime you experienced. We'll verify against our monitoring data and apply the credit within one billing cycle.
Exclusions
This SLA does not cover:
- Scheduled maintenance. We'll notify you at least 24 hours in advance via email. Maintenance windows are excluded from uptime calculations.
- Customer-caused issues. Misconfigurations, resource exhaustion from your applications, or actions taken within your Coolify instance (e.g., stopping services, breaking Docker).
- Force majeure. Natural disasters, widespread internet outages, government actions, or other events outside our reasonable control.
- Upstream provider outages. Extended outages at our infrastructure provider (LunaNode) that are beyond our control. We will communicate transparently and work toward resolution, but these are excluded from credit calculations.
- Suspended or terminated accounts. Servers suspended for non-payment or terminated for policy violations.
- Customer application uptime. We guarantee the VM is running and reachable, not that your specific application is healthy. Application-level monitoring and availability are your responsibility.
- DNS propagation delays. Changes to DNS records that haven't fully propagated.
What we don't guarantee
- Customer application data. Protecting your application data is your responsibility. See our backup guide for recommendations.
- Specific RTO/RPO. Our disaster recovery targets are best-effort. See our incident response policy for how we handle outages.
- Zero data loss. Automated snapshots are weekly (up to 7 days between snapshots). For tighter recovery points, use Coolify's built-in database backup to S3-compatible storage.
Reporting issues
If you believe your server is experiencing downtime, email hello@mapledeploy.ca. We monitor infrastructure proactively, but customer reports help us respond faster.
Changes to this SLA
We may update this SLA with 30 days' notice via email. The current version always lives at this URL.