Mixed experience with Hetzner support (ticket delays)

Hello all

I have make a order with Hetzner the last month, a small KVM in their Falkenstein location. The hardware is very good for the price honestly, Ryzen 5 5600X and NVMe that do 950 MB/s in my test. Very happy with this part.

But since 2 days I have open a ticket because my IPv6 is not working and I have no answer. Only the auto-reply. It is normal to wait so long? With Contabo they answer me in 4 hours last time.

I dont want to be the annoying customer lol but 48h for a network issue it is a bit long mdr. Someone have same experience?

😅

I had a ticket sit for three days last month before anyone touched it. I keep about thirty client sites running and this isn't the first time I've been stuck waiting.

From what I can tell Hetzner runs lean on support. I asked around in a couple of channels and the picture I got was something like:

• Tier 1: 4 agents (24/7 coverage)
• Tier 2: 2 network specialists (business hours CET)
• Escalation: 1 senior engineer on-call rotation

The weekend handoff seems to be where things fall apart. I eventually got bumped to the network team and they sorted it, but I was already looking at alternatives by then. If they don't add more Tier 1 coverage and set a real SLA target for initial response I'm probably moving the next batch somewhere else.

52 boxes across 7 providers and I gotta say Hetzner's ratio is weird

Like I pay them €4.50 for 2GB RAM and the yabs numbers slap (disk 1100 MB/s, network 650 Mbit avg) but their support is basically a coin flip

Last ticket: 6 hours
Ticket before that: 31 hours
Ticket before THAT: 3 days lol

I run 52 vps I dont have time to babysit tickets

My math says if support is >12h average I need to factor in my hourly rate and suddenly Contabo at €6 is cheaper

Anyway luc hope they fix your v6, probably just a missing /64 delegation or something dumb

IMO 48h is on the long side for a network issue, YMMV though. I've had tickets with them answered in 2 hours and others in 36, so it really depends on timing and what queue you land in.

Take it with a grain of salt, but I think their hardware and network are solid enough that I keep a few small boxes there for non-critical stuff. I wouldn't run anything business-critical without a backup provider anyway, regardless of support speed.

Hope it gets sorted soon.

These days kids expect instant answers for their $3.50 a month. Mark my words, the race to the bottom on pricing is why support quality collapses everywhere.

I've been watching Hetzner since they launched. Their network is decent, their hardware refresh cycle is aggressive, but they run lean on staff because margins on budget KVM are paper thin. Twenty years in this business tells me they'll either raise prices or burn out their team.

They'll probably fix your IPv6 and you'll forget about it until the next outage. Then you'll learn why grumpy old sysadmins keep redundant providers.

Sorry if this is a dumb question but how do you check if your ticket is actually in the queue or lost?

I just got my first vps from RackNerd last week and im scared to even open a ticket haha.

Also is IPv6 really necessary or can I just use IPv4 for now? Thanks everyone!

I've had three Hetzner instances monitored for 14 months. Uptime: 99.947%, 99.912%, 99.881%
Average ticket response (my sample, 11 tickets): 19.3 hours
Status page accuracy: they posted the routing maintenance 4 hours after I alerted them via ticket Their status page is contabo.com tier — https://status.hetzner.com — which is to say barely functional. Alert fatigue is real when you're paging yourself for issues the provider won't acknowledge. For comparison, my OVHcloud boxes average 4.2 hour ticket response but cost 40% more.

Whats the NVMe model they use? Samsung or WD?