Support quality dropped after acquisition, anyone notice?

Been on Contabo since 2022, mostly their GreenCloudVPS reseller line. Since the buyout announcement in March, ticket resolution has gone from ~4 hours to 48+ on anything non-billing.

Three things I track:
1. Live chat queue used to cap at 15 min, now regularly 90+
2. "Escalated to senior team" replies come back with copy-paste that ignores the actual question
3. Migration window promises (48h → 72h → "we'll update you") with no follow-through

Pro tip: if you're still on legacy OVHcloud infrastructure, request a manual backup before they force-migrate. Their new "automated" tool dropped my last snapshot.

Heads up to anyone considering renewal: the SLA page got quietly rewritten in May. Used to specify 99.9% with pro-rata credit. Now it's "best effort" with credit capped at one month.

Anyone else seeing this pattern? Specifically on the HostHatch side or just GreenCloudVPS?

Hi olya, thank you for flagging this — I genuinely appreciate detailed feedback like yours.

We're aware migration queues have stretched and we're actively hiring in our Bucharest NOC to address the backlog. I'd like to review your specific ticket history if you're open to a DM.

• Current live chat target: restored to <30 min by end of Q3
• Legacy snapshot tool: deprecated June 15, replacement verified with 500+ migrations
• SLA: existing contracts grandfathered, only new signups see revised terms

I won't pretend the transition has been seamless. If I can check your account directly, I can at least confirm whether you hit a known edge case.

— Jane @ Contabo

Olya your point #2 I kena before lah

"senior team" reply come back ask me reboot liao still same problem lor

I ask back can check my VPS-ul or not they say wait 24 hour leh

24 hour become 72 hour become no reply already

Can migrate out anot? My contract 6 more month sian

The support degradation isn't about headcount, it's about ticket routing infrastructure.

For what it's worth, I watched the same pattern at two previous providers. Post-acquisition, new ownership consolidates Zendesk → Salesforce Service Cloud → some homegrown mess. SLA metrics get redefined to "first response" rather than "resolution." Suddenly 48h looks acceptable because someone auto-replied in 4 hours with a template.

The SPF record of their status page changed in April too — new netblock, new DMARC policy. Not saying it means anything, just that infrastructure churn correlates with operational churn.

I READ THIS WHOLE THREAD AND I HAVE TO SAY I NOTICED THE SAME THING BUT WORSE SO I HAD A TICKET OPEN ON JUNE 14TH WHICH WAS A TUESDAY AND I REMEMBER BECAUSE I HAD JUST EATEN A BAGEL WITH CREAM CHEESE AND MY CAT MR. WHISKERS WAS SITTING ON THE KEYBOARD WHICH HE DOES WHEN THE WEATHER IS HUMID AND IT WAS HUMID THAT DAY BECAUSE IT RAINED IN THE MORNING AND I THOUGHT THE SERVER WAS DOWN BUT IT TURNS OUT IT WAS JUST A ROUTING ISSUE AND I WAITED 76 HOURS FOR A REPLY AND WHEN IT CAME IT SAID "PLEASE CLEAR YOUR CACHE" WHICH I HAD ALREADY SAID I DID IN THE ORIGINAL TICKET AND I REPLIED AND THEN WAITED ANOTHER 48 HOURS AND THEN THEY CLOSED THE TICKET WITHOUT RESOLVING ANYTHING AND I HAD TO OPEN A NEW ONE AND START OVER AND MY CAT KNOCKED OVER MY COFFEE WHEN I SAW THE CLOSURE EMAIL AND I AM STILL ANGRY ABOUT IT AND NOBODY READS THE WHOLE TICKET HISTORY ANYMORE

Same on the copy-paste "senior team" replies, it's insulting

Same copy-paste problem here, "reboot" only answer they know

Jane_ffm appreciate you showing up but "end of Q3" is August now? We in September already leh. Bucharest NOC hiring since March still backlog, something don't add up.

Also "grandfathered SLA" — my contract renewed in July, nobody told me terms changed. Where in portal I check which version I on?

Mediaaustin hit the nail on routing infrastructure. I watched this exact playbook at a previous employer — not naming names but rhymes with "Hetzner circa 2019."

The Zendesk → Salesforce → "custom portal" pipeline breaks escalation paths. Ticket gets auto-tagged wrong, bounces between queues, "senior team" is whoever has spare capacity in Bangalore or Bucharest that shift, not actual senior engineers.

Contabo's ASN path to Nuremberg still clean though. Network layer solid, operations layer rotting. Classic.

Azharhan fair catch on the date — I meant end of Q3 calendar, so September 30. Hiring pipeline: 12 engineers started August, 8 more September. Not an excuse for your wait, just the actual numbers.

Re SLA version: Account → Contracts → Active, look for "Terms Version" field. If it says v2024.03 or earlier, you're grandfathered. If v2024.05, you're on revised. DM me your customer ID and I'll verify directly.