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Hetzner is a hosting company based in Germany. The company appears to have won quite a few awards including the GreenIT best practice award 2011, Bayerns Best 50 in 2012, and EMEA 2012 finalists. That being said, however, their website is very simple and poorly designed, which is unfortunate. They do offer a number of different services that will likely meet your needs, and they have hosting based in Germany, which will be nice for many companies who are targeting that country or anywhere in Europe.
Uptime & Reliability
Not much information on uptime
I looked through their site and could not find any type of uptime guarantee or an approximate history of their uptime. They do seem to use high quality hardware and data center facilities, which will likely limit any issues. When I looked for reviews, and on their social media pages I did not find any indication that they are having any significant issues. There was one person who commented that his site was down, but no matter how good the hosting is, you will have at least a few people complaining.
Plenty of hosting options
This company offers basic shared hosting, VPS and dedicated hosting options (if you looking for WordPress hosting, click here). They also have colocation options, domain registration and more. Most of the features in each package they offer are fairly standard. One really weird thing about their packages is they offer them based on levels, but not in a normal way. For example, the entry level package is Level 1, but the next step up is Level 4 and then they jump to Level 9. This just makes the whole thing more confusing than is needed. There are limits on disk space and transfer volume, though bandwidth does become unlimited after the level 1 package. Most everything you could want in a package will be included at no extra charge, which is nice.
Good quality support features
This company has a lot of options when it comes to getting the support you need. You can email them directly, or use their ’email support robot’ which can answer many issues. THey also have a lot of documentation avaialble to help you with self-service. If you want to talk to a real person, they have a ticketing system that gets quick responses. Overall, they do a good job of supporting the hosting that they provide.
Fair pricing model
The prices are in Euros and are pretty much either in line with industry standards or slightly lower. Level 1 starts at 1.90 Euro per month, and then the highest level of shared hosting is $19.90 Euro per month. This includes the 19% VAT, which makes the pricing even more acceptable. Overall, however, there is not much to complain about regarding their pricing structure.
Overall nice hosting option
When you look at their site you may think that they are a very basic/simple hosting company because of the design. It looks like they created the website years ago and never had it updated. Once you get past that, however, you can see that they offer a good service at a fair price. If you are looking for German based hosting, this isn’t a bad option to consider. Pros:
Over the past 5 years I've had two different servers at Hetzner, since I upgraded to one with better hardware around 2 years ago. So I've been through the order process twice and both times the server was ready in around 15-20 minutes, despite one of the orders being at around 11 PM at the data center in Germany!
I've been on the phone with customer service once (about 1 minute response time) and on the e-mail a several times over the years. Every time it has been a very pleasant experience with accurate and useful replies, and a short response time. For example ordering an additional IP for a VM took just 15 minutes to go through, and when I had a HDD failure in a RAID it was replaced about 30 minutes later.
The admin interface does what it needs to do, nothing fancy but functionality is perfect. After all you're renting a dedicated server so all you really do in the panel is usually install whichever distro you fancy and rarely ever visit the panel again, but it does much more than that and it is easy to navigate and find what you need.
There has never been any server crashes, the server have only been down whenever I've restarted it. So zero power-outs/hardware fails (except the HDD which is what happens.) With regards to (network) downtime I haven't experienced any, but I don't keep track of it either so there could have been a tiny bit downtime.
Hetzner made some upgrades to their network infrastructure a while ago and it only caused a bit more than 5 minutes downtime. I received an e-mail 3 or 4 weeks in advance with very clear information about what would take place, at what time, the expected downtime etc.
It has happened that I've received a new credit card and forgot to update the payment details in the control panel, however I just received a kind e-mail from Hetzner informing me about the failed transaction and I was asked to update the payment details in the control panel.
It is difficult, if not impossible, to find another host out there that can match the prices of Hetzner, and considering their excellent products, customer service and response times it is an absolute steal getting a server at Hetzner.
I'm rarely this impressed with quality at what is literally a discount price.
I forgot to pay, Hetzner lock server and send me email about that. Then I login, pay all bills. After that I get email from Hetzner that my server/account activated back. Sounds ok. After 1 month I want to check this instance, and instance not reachable. Hetzner just lock my server and erase all data completely without any email notification. They just erase completely paid server. Even worse, they sent email that my server activated and all ok, and then erase all data without any notifications. I lost data which collect about year (maybe more), I know it was dumb to do not do backups - but I just can't expect that in 2016 provider can erase paid server without any notifications and reasons. So, better do backups and do not use Hetzner at all.
I have rented servers from Hetzner a few years now and always loved the quality given by them. Some people complain about the bad customer care, I have had only one problem with the customer service, sadly because I missed a payment (their accounting email went into spam in gmail) and had to wait till Monday to reactivate my server.)
The servers are badass for it's price, very competitive compared to other companies in Europe. They are lag free, even for People in the US (30ms on Teamspeak for example from EU to US). The network speed is great too, not having had even an issue with the reliability. I highly recommend this Hetzner for Europeans in need of a host.
(PS: Check their server bidding if you want to go even cheaper!)
I've been a customer for a few years with a dedicated server. Everything was ok until I needed support for emails that weren't working (95% is a server problem). Very incompetent people and unable to understand that my emails weren't working (and I was writing VERY SIMPLE since I'm a non native english speaker as well). They also wrote me that our website wasn't even on their server!!!!! Absurd!!!! I'm very angry, leaving straight away.
Katherine Snow, International Marketing Assistant, Hetzner Online
Dear Mr. Johnson, We regret that you had such a negative experience with us. Please know that you are a valued customer and we do not wish to lose you. If you could give us more details about your case (a ticket number, for example), I could look into what went wrong in your situation and see if there is any possible explanation for what happened.
Please understand that our support staff are trained technicians and are not native English speakers. We constantly strive to improve our customer service, and part of this includes our support staff taking English lessons, but it can sometimes be difficult for them to solve technical problems and at the same time correctly choose polite words and phrases in English as non-native speakers. We are working hard to improve this and apologize for any inconvenience.
I have no idea what these other reviews are talking about... I have not used support that much, but I've had no problems at all the few times I have; rather they've been friendly and helpful. I have no idea what's supposedly wrong or "outdated" with the hetzner admin panel. I think it's actually decently feature-rich and concise. Here's a screenshot of mine: http://i.imgur.com/wN9WRH8.png My favorite experience with Hetzner so far is just how stable the connection/server has been for me. I should mention I've only used server for development, not production purposes, and I have not checked the actual uptime of the connection/server, but I have never experienced even the smallest of connection delay ("lagg-spikes" or whatever) nor downtime (but like I said I have never checked its total uptime for full periods of time). I have not looked into quantifying how Hetzner is considered 'eco-friendly' which they display on their website, but I love the idea of it; if they really are eco-friendly that's a big plus for me, as it in my mind makes a stance that nature/the environment comes first. I guess you shouldn't decide a hosting company based on "heart decisions", but Hetzner has certainly melted mine... I've also never looked into it, but when you change language at the main website the prices changes, so I suspect they now offer hosting in many different countries in EU, Russia and the US. Or maybe they just change their prices depending on your location for some other reason unbeknownst to me.
I don't know how well Hetzner's products work in production like I mentioned, as I don't know what their actual uptime is, all I know is that the stability from one second to another is excellent, both as far as harware and connection is concerned.
Here's also my speedtest.net results using speedtest-cli (in one go - no fishing for good results): €20 dedicated (low-end dual-core AMD CPU, 4GB RAM): 735/140mbps https://www.speedtest.net/result/4471834877.png €6 VPN (single core, 1GB RAM): 90/40mbps https://www.speedtest.net/result/4471840846.png
The absolute worst experience I have ever had with customer support in any market - not just hosting. Their servers are slow and the admin interface looks and works like something from 1980. I had a VPS with them and had trouble logging in. Contacted their customer service and they informed me that I had to use SSH to login. When I asked how - they told me to look it up as they didn't offer software support.....
If you like slow servers, terrible admin interfaces and enjoy really, really bad customer service - Hetzner is the one for you.
I've seen your review posted on several sites and it's really pretty baseless. You aren't paying for a managed server when you buy a VPS, and using SSH is a very simple process which is easily Google-able. You didn't pay for support, why do you expect it?
To Brandon - I can't see how you could know what I was paying for or not. I was unable to login to my server using the credentials they supplied. I contacted them about it, they said "figure it out". Doesn't tick any boxes for me. The login problem was a persistent issue. Every time it happened the server had to be re-set. I wasn't changing passwords, nobody else had the logins. Their stock answer was "figure it out"
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