Hetzner_OL
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Hetzner Online is a professional web hosting provider and experienced data center operator. Since 1997 the company has provided private and business clients with high-performance hosting products as well as the necessary infrastructure for the efficient operation of websites. A combination of stable technology, attractive pricing and flexible support and services has enabled Hetzner Online to continuously strengthen its market position both nationally and internationally. The company owns several data centers in Germany and is building a further data center park in Finland.
- Hetzner_OLHi HN readers, Due to a service disruption that unfortunately occurred again, both the Cloud API and the Hetzner Console were temporarily unavailable for some users. We regret the delayed communication regarding the disruption. The issue has since been resolved, and no further occurrences are expected. For more details, please refer to the incident report: https://status.hetzner.com/incident/90db7d39-6940-4808-9b66-... Sorry for any troubles this may have caused. --Katie
- Hi there, Our team handles each abuse case individually, and their response will change based on how severe the abuse is. With less severe abuse issues, for example, copyright violations, our abuse team will forward the report to you, the customer, and give you some time to respond. We are purposefully non-transparent about how much time we give people to respond. We don't publish that online. Why? We want to make things harder for bad actors so they cannot take advantage of the situation. With more serious cases, the customer has less time to respond, and we may lock the server until they do respond. And with even more serious cases, we may lock an entire account. We don't have any kind of guarantees here -- our team reviews each case separately. --Katie
- Hi there, We have our own forum https://forum.hetzner.com/ for people who are already customers. We are also active on: reddit, mastodon, X, YouTube, facebook, instagram, linkedin, and LowEndTalk. --Katie
- Hi again, Yes, it is fine to resell our services in the form of a PaaS. However, you as the customer are ultimately responsible for everything that happens on the server. If you use our infrastructure to run your own business, you need to be responsible for what your business does. That entails monitoring your systems, vetting your customers, securing your server, and of course, communicating quickly and openly with our Abuse Team if you receive a report. We also have managed services (web hosting, managed vServers, managed servers) if you feel less confident with the sysadmin side of things and need more technical support. --Katie
- Hi there, (I am not trying to be critical. I am genuinely curious what could have gone wrong in your case.) Are you sure that they were asking for a *piece of paper*, or for a confirmation number for the bank/wire transfer? Our team will sometimes ask for the confirmation number to help speed up the process on our end. Some people also underestimate how much time it can take for a payment like this to arrive at our billing team. When you sent the payment, did you include your Hetzner customer number or invoice number in the reason for the payment when you filled at the form for the bank/wire transfer? If you didn't do that, it is much more difficult for our team to process that payment. --Katie
- Hi there, I am sorry you had this negative experience us with us. For very late invoices, we lock accounts and ask that users pay using a bank/wire transfer. https://docs.hetzner.com/general/others/late-payments-faqs Was your account fairly new? We tend to be more careful with newer accounts because of fraud and abuse. If an invoice is very late, we do not re-open the account until the invoice is paid. (Again, because of fraud and abuse). But our support teams would very likely have asked you to pay using a bank/wire transfer. It's not that we don't want people to pay their invoices. We just want them to use a more reliable form of payment once that happens. If you still have access to your old invoice (perhaps you still have your email with it), you can still pay it. Your customer number will be on your invoice and you can use that or the invoice number in the reason for the payment. Since it is far in the past, we could not re-activate your account. It might be possible, however, to create a new account. --Katie
- Hi there, First, we are currently in the process of unifying our user interfaces, so it is helpful to get feedback like this. We do have an AI chatbot on our website because that tends to work well for most basic sales questions. Depending on the questions it gets, it will also steer users to other ways of reaching out to us. We have a contact form for Custom Solutions, and real humans answer those. https://www.hetzner.com/custom-solutions/ The same is true for general sales tickets that go here: https://www.hetzner.com/support-form/ You do not need to already be a customer, or give us your credit card info, to use those two forms. The reasons we steer our people who are already customers to use their account: 1) We can protect their data better there. 2) We can send the question to the right queue/team more easily. 3) We can quickly ask follow-up questions. The credit card information on new accounts is a step to prevent abuse and fraud. Depending on a user's location, once they create an account, they will likely have other billing options and they may change depending on their location. There are certain aspects of other platforms that make it a bit easier for companies to respond to customers/readers. We actually try really hard not to fish here on HN, and therefore only really respond if someone mentions us directly or if I see incorrect/misleading information. I imagine it is the same with other providers. --Katie
- Hi there, We are working hard to improve our KYC (know-your-customer) and on-boarding process. I am sorry you had a negative experience with us. --Katie
- To be fair, one of my dad's favorite birthday presents from me was a very big box of home-made cookies and a shirt a lot like this one: https://sw6.elbenwald.de/media/62/b2/dd/1721654071/E1041229_... --Katie
- 1. Thanks for the feedback! That's a nice pick-me-up. :D 2. Glad to hear that worked out. 3. I understand that many people have reservations about sharing personal documents, and for very valid reasons. We understand that there is a lot of trust involved with this, and we take that responsibility very seriously. If people want more specific information, I genuinely recommend that they write to our data protection team. --Katie
- If by "guerilla marketing" you mean me and a few teammates who check places like HN to see what people write and try to write reasonable responses, then yes. Our team posts using accounts that clearly show we are with Hetzner. Other comments are from genuine customers. --Katie
- Hi OP, just chiming in here because you mentioned us at Hetzner and I saw your post. I also wasn't sure if the comment from nurettin below was meant to be "NextCloud" instead of "owncloud"...? NextCloud and Dropbox have some very similar use cases. We have a line of NextCloud-based products (Storage Shares). Maybe it would be worth trying out. --Katie
- Hi there, Katie from Hetzner here. We are extra careful about new accounts because we find that it helps us to prevent abuse, and in situations where a new account is somewhere in the grey zone of possibly real or fake, we may ask for additional information, or a PayPal payment, like in this situation. If you choose PayPal, the €20 will go on your account in the form of credit and will automatically be used towards your future invoices. If you decide to cancel your account, and there is credit left on your account, we will refund you for that amount. For the passport (or other documents) -- We have very strict data protection laws here in Germany and the EU. We only use this data to confirm your identity, and after that, it is automatically deleted from our systems after a short time. We have a data protection team who customers can contact if they have any questions at data-protection@hetzner.com. --Katie
- Hi @nmil - Thanks for the awesome shout out! It's great to see that you've been enjoying the server. You mentioned reddit in your text. If you're active on reddit, and if you haven't done so already, maybe stop by the unofficial r/hetzner subreddit. There are a lot of long-time users there. --Katie
- Yep, this! Thanks for posting our locations. --Katie
- Hi there, At the top of the website, you should be able to choose euros or dollars and the VAT rate. When people become customers and create a full customer account, we ask them to choose between euros or dollars, and then using the customer's location from their account, we automatically apply the correct VAT. So customers see the correct price on the interface where customers create their orders. But you may have to set it manually on the website. --Katie
- Thanks for the shout-out! We're really glad you're happy with it :D --Katie
- I am also curious why you think we are "yuck". --Katie (Hetzner)
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- Hi again, Thank you for that explanation. I can see how that could be frustrating, and I will pass on your feedback to the team, though I can't say when and if we can implement something like that. Thank you for taking the time to explain it to me. --Katie
