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.
How we measure uptime: Uptime is measured by MapleDeploy's monitoring system using HTTPS health checks at regular intervals. A server is considered down after three consecutive failed checks.
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% or above but below 99.9% | 10% |
| 99.0% or above but below 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. When our monitoring detects downtime that may result in an SLA breach, we will notify affected customers by email within 5 business days of the end of that calendar month.
Sole remedy. Service credits described in this SLA are your sole and exclusive remedy for any failure to meet the uptime commitment. This SLA does not create any additional warranties, obligations, or liability beyond what is stated here.
Exclusions
This SLA does not cover:
- Scheduled maintenance. We'll notify you at least 24 hours in advance via email (72 hours for maintenance requiring more than 15 minutes of downtime). Scheduled maintenance will not exceed 4 hours per calendar month. Emergency maintenance (critical security patches) requires 24-hour notice where possible but is not subject to these limits. 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, war, or pandemic-related shutdowns.
- 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.
- 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
Check status.mapledeploy.ca for real-time uptime status. If you believe your server is experiencing downtime, email hello@mapledeploy.ca. We monitor infrastructure proactively, but customer reports help us respond faster.
Governing law
This SLA is governed by the laws of the Province of Ontario and the federal laws of Canada applicable therein.
Changes to this SLA
We may update this SLA with 30 days' notice via email. The current version always lives at this URL.
Last updated March 21, 2026