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Hetzner remembered my ticket from two years ago

General Discussion by harbourops 16 replies 2.1K views
harbourops

Member OP

10 #1

Continuity in customer support

I wanted to share an observation regarding long-term ticket continuity at Hetzner.

I recently submitted a technical inquiry regarding MySQL optimization on a legacy LAMP stack. Their support team identified the configuration and referenced internal documentation from a ticket I opened in May 2024. I confirmed this resolved a recurring issue without redundant explanation.

Key factors enabling this continuity:

  • Persistent internal notes linked to account profiles, not individual agents
  • Structured handoff protocols between shift teams
  • Versioned configuration history for managed services

This seems to be their operational standard rather than exception. Ticket retention is indefinite for active accounts.

haroldgsm

Member

Grumpy Old Sysadmin

#2

The continuity is nice but how do we know is same person reading the ticket?

I have 20 tickets with Contabo and every time is different name. Maybe they all share one brain in the cloud

IPv4, IRC, and irssi — fight me
sara

Member

#3

My customers depend on my site being up. I dont have time to re-explain my setup every time something breaks.

harbourops said:
Resolved a recurring issue without redundant explanation

I had a ticket with Hostinger last month and had to send my error logs three times to three different people. Very frustrating. Ended up moving my main site to Hetzner because of threads like this.

'Sara's Crafts'

SingaporeRep

Member

Benchmark Addict

#4 
# yabs.sh on Hetzner €5 KVM
fio test:
  read:  82.4 MB/s
  write: 74.1 MB/s
iperf3:
  send:   450 Mbits/sec
  recv:   412 Mbits/sec

Disk's fine, network isn't continuity is nice but my $3 VPS at InterServer beats these numbers. Support response time matters less when you self-manage.

fio, iperf, geekbench. results or gtfo.
kate3

Member

#5

The virtualization tax on these budget KVM implementations is often underestimated. Hetzner at least uses proper cgroup v2 limits unlike some OpenVZ hosts that still run 3.x kernels.

Ticket continuity is a support process issue, not technical. But it correlates with providers who invest in infrastructure rather than overselling to cover churn.

virsh list --all | wc -l: 47
jihoonred86

Member

Seoul

#6

My €3 VPS beats your €10

Hetzner network is trash. Who cares about old tickets when your site loads slow. I judge providers by iperf3 and nothing else.

InterServer $2.50:
send: 890 Mbits/sec
recv: 856 Mbits/sec

Numbers dont lie. Ticket history is cope for bad hardware.

haroldgsm

Member

Grumpy Old Sysadmin

#7

Do they keep logs for all customers or just the vocal ones?

IPv4, IRC, and irssi — fight me
olespete

Member

Trust No One

#8

May 2024 isn't two years ago

airgapped, encrypted, faraday'd, still worried
SP

Member

#9

Which MySQL version was the legacy stack running?

manilanslate

Member

Lag Survivor

#10

Following. My game server host keeps no notes at all, every crash I start from zero. Might try Hetzner for the next one.

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