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01 Uptime
Without maxcluster
Open a ticket and wait it out
A monitoring alert at 3 a.m.: your store is offline. You file a ticket, but all you get back is an auto-reply. No point of contact, no response, no clarity.
With maxcluster
99.99% uptime and expert support
Proactive monitoring across 80+ parameters catches bottlenecks before they become outages. Redundant infrastructure, active/passive architecture, NVMe technology. And if something does go wrong — a real person answers.
02 Support
Without maxcluster
Scripted tier-1 agents
You explain the problem. The support rep asks if you've tried restarting the system. You explain it again, get transferred, and receive a ticket number. Then you wait.
With maxcluster
Experienced Linux admins
Whoever answers at maxcluster knows Shopware, Magento, and complex stack configurations from daily hands-on work. You talk directly to the person who solves the problem — often with an idea for making your setup even smarter.
03 Scaling
Without maxcluster
More products, more traffic, more problems
The store grows. 10,000 products become 50,000. A campaign triples normal traffic. The stack that used to run smoothly starts to choke. Load times climb, checkout breaks down, the infrastructure can't keep up.
With maxcluster
Grow without downtime, without compromise
maxcluster is contractually committed to 99.99% uptime, a maximum of 52 minutes of downtime per year. It's written into the SLA, with clearly defined response times and escalation paths. Not a promise: a contract.
04 Compliance
Without maxcluster
US servers, unclear data paths, no certifications
Sub-processing outside the EU, without ISO certification. GDPR compliance "on request," but who's liable if something goes wrong? For enterprise companies, that's not a theoretical risk.
With maxcluster
ISO-certified, GDPR by default, everything in Germany
Our data center is certified to ISO/IEC 27001:2022 and DIN EN ISO 9001:2015. All data stays on German servers. No unclear data paths, no external sub-processors outside the EU. We provide our certificates and security report transparently on request.
The Ongoing Partnership
We don't wait for your ticket
Enterprise hosting isn't a signed contract; it's an ongoing process, from the first technical analysis to the continuous evolution of your infrastructure. Here's what working with maxcluster looks like in practice:
1. Hosting Check
An in-depth technical analysis, not a sales pitch: a senior consultant and a solutions architect analyze your stack (Shopware, Magento, PIM, caching, search index). The result: a solid, evidence-based read on your actual requirements.
2. A precise quote, full cost transparency
Based on the Hosting Check, you get a quote that matches your architecture exactly: no flat-rate bundles, no hidden line items. You know from day one exactly what you're paying for.
3. Ongoing partnership and sparring at every interface
We stay involved on an ongoing basis across the triangle of your company, your agency (if applicable), and your hosting partner, with clear escalation paths, as a sparring partner, not a background vendor.
4. Direct handoff to Key Account & Customer Success
Once the contract is signed, we hand you off directly to your Key Account and Customer Success team. You'll know your dedicated contacts by name, not as a ticket number in a queue.
5. Regular key account reviews
To evolve your architecture, review performance indicators, and keep costs under control, we meet regularly, on-site if you'd like. That way your infrastructure doesn't just stay stable, it grows with your business.
| Topics covered | Frequency |
|---|---|
| Performance indicators & SLA metrics | Regular, scheduled |
| Cost control & TCO development | Regular, scheduled |
| Architecture evolution | As needed, on-site on request |
Team
Our support team is made up of Linux admins who know your store.
Whoever answers at maxcluster knows your stack, not just the ticketing system.
Linux Engineer
Linux Admin
Team Lead Service
Technical Sales
Strategy & Growth Manager
Technical Sales
We're deeply familiar with complex infrastructures, from Magento Open Source with PIM integration, to Elasticsearch and Redis caching, to custom campaign configurations under sustained load. Migration projects like these can't be handled as an afterthought. That's why we take on the full technical workload, so your team isn't held up and downtime stays minimal.
Roman Siebert
Team Lead Service | maxcluster
Technical team
Experienced administrators who are familiar with Shopware, Magento, TYPO3 and complex stack configurations.
Free of charge
Migration isn’t an upsell. It’s included as standard with maxcluster. Even for complex projects.
Minimal downtime
Staging migration first. Switch to production only once everything is up and running. No risk to your ongoing operations.
FAQ
What compliance certifications does maxcluster have?
Our data center is certified to ISO/IEC 27001:2022 (information security) and DIN EN ISO 9001:2015 (quality management). Hosting and all processes are GDPR-compliant and run on German servers. Certificates and our security report are available on request.
What does 99.99% uptime actually mean?
99.99% annual average equals a maximum of 52 minutes of downtime per year. For comparison: 99.80% is already 17.5 hours of downtime. We commit to this figure contractually, as an SLA with clearly defined consequences.
How does a migration with maxcluster work?
Our migration experts handle the entire technical process at no extra cost. We start with a staging migration, test thoroughly, and only go live once everything runs error-free. Downtime is typically zero, even for complex stacks with PIM, Elasticsearch, and Redis.
Which e-commerce platforms are supported?
maxcluster specializes in Shopware 5 and 6, Magento Open Source and Commerce, TYPO3, Akeneo, Pimcore, Hyvä, and PHP-based applications. Our admins work with these platforms daily.
How fast does support actually respond?
We contractually guarantee a maximum response time of 15 minutes in an emergency, around the clock, 365 days a year. You won't get a tier-1 agent reading from a script, but an experienced Linux admin who knows your stack.
Is there an enterprise SLA, and what does it cover?
Yes. The Enterprise SLA defines binding response and resolution times, uptime guarantees, and escalation paths. Details are discussed in an individual consultation.
Can I migrate my existing tech stack unchanged?
In most cases, yes. We analyze your configuration in advance and may recommend optimizations, with no obligation. Your stack stays your stack, and runs the same or better on maxcluster.
How does billing work? Are there setup fees or minimum spend?
No setup fees. Billed daily. Cancel monthly. No hidden fees, no lock-in. Enterprise packages are calculated individually.
Is high availability possible?
Yes. For especially critical systems, we offer HA setups with redundant infrastructure. Details are discussed in a personal consultation.