this post was submitted on 15 Nov 2023
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Hetzner & Contabo - How is support during North America Business Hours? (alien.top)
submitted 10 months ago by BeingBalanced@alien.top to c/main@selfhosted.forum
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My understanding is the support staff for these companies are in Europe and may not offer the same response times 24/7 as they may reduced staff outside European Business Hours.

Can any customer of Contabo or Hetzner residing in the United States comment on what the ticket response times are on average during business hours in the United States and if you know whether or not there is a difference between daytime and late night when it's business hours in Europe?

Also wondering if in general one has better support in general over the other, as in, will go the extra mile to check into something for you.

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[–] bufandatl@alien.top 1 points 10 months ago (1 children)

Depends on the support case you got. If it’s technical you have basically 24/7. I am in Germany but had once a hard drive failure in a server at 1am contacted technical support and it took about 30 minutes overall and the new drive was resilvering and the server back online. Takes a bit as the NOC needs to go to the data center and so on.

[–] BeingBalanced@alien.top 1 points 10 months ago

That's good to know as I've never run into that level of failure without the provider migrating the instance without me requesting. But I'd say 1-4 times a year I might have an urgent technical issue like a network slowdown issue or a sudden runaway disk space usage issue that I'm having trouble pinpointing the cause and with company's I've used like Vultr and Ramnode, they responded at all times of day to my ticket within 15 minutes and helped me pinpoint the issue and if it was their responsibility quickly take action. I'd like to get a little bit more bang for the buck on specs though than Vultr or Ramnode without sacrificing support level.

Granted I never use phone support but any hosting provider that doesn't offer 24/7 phone support gives me pause and Hetzner doesn't offer 24/7 phone support so obviously their staff is reduced outside European Business hours.