Managed Server Service Agreement
Person, Client Support:
All of the managed servers offered include free written and telephone support during
the specified support
times. Written support requests from the client are made via the konsoleH
administration interface. For
this, clients need to use their client access to konsoleH (Login: Customer Number,
In general, client support orders are included in the all-inclusive price of the
product. Special support
requests, not included in Hetzner Online services, are only handled in exceptional
cases. If more than 15
minutes' working time is required for resolving such issues, Hetzner Online, after
consultation with the
client, charge a fee of 17,65 € (excl. VAT) for each quarter hour commenced.
2. Monitoring Services:
Web Server (HTTP)
Mail System (SMTP, POP3, IMAP, Spam filter, Virus scanner, Mail dispatch
Server Services (FTP, SSH, NTP)
Databases (MySQL, PostgreSQL)
Hard Drives (S.M.A.R.T., Disk Space Usage)
3. System Failure:
Hetzner Online monitor the server 24 hours a day for failures.
Without prebooked Carefree Package:
System failure is handled during business hours. Outside of support hours, it is
possible to contact the on-call
service via the konsoleH administration interface with a chargeable emergency
support request. This request is
charged at 17,65 € (excl. VAT) for each quarter hour commenced.
With the prebooked Carefree Package and 24/7 Monitoring:
failure is always handled free of charge. It is also possible to contact the on-call
service via the konsoleH
administration interface with an emergency support request. This request is charged
at 17,65 € (excl. VAT) for each quarter hour commenced.
Hetzner Online reserve the right to deal with requests which are not emergencies
during normal business hours
only. An emergency is defined as server failure or the failure of a server service.
4. Server Access:
Root access by the client is generally not possible on managed
Access by SSH is via the usual user authorization rights. The activation
(deactivation) of SSH
access for the respective account is possible via the konsoleH administration
5. Account Licenses:
Depending on the model of server, only a limited number of user accounts can be
created. The amount possible is
based on the type of server. As many domains as are required can be set up on each
one of the accounts.
Optionally, and at cost, it is possible to increase the number of accounts possible
6. Data Protection:
All managed servers, even without prebooked daily backup or the backup included in
the type of server, undergo a
local backup which exclusively backs up configuration files. With booked daily
backup or the backup included in
the type of server, all data is backed up daily and retained for a maximum of 14
days. Recovery of backups
(Restore) is possible via the konsoleH administration interface. Here it is possible
to recover individual files
and whole folders as well as accounts.
7. Content and Data of Created
Changes made by the support team, such as the deleting, relocation and overriding of
content and sensitive
information, which has been deployed and/or received by the client, can only be
carried out, if the requests are
verified by the konsoleH administration interface or in writing as a fax containing
the company stamp and a
handwritten signature. The support team are not required to undertake work which can
be performed by clients and
which it is possible for clients to do themselves.
8. Changes to
Generally, with the exception of the points listed below, individual customization
to configuration files is not
possible on managed servers. This applies to system settings and the services
provided. The following settings
Selected PHP settings can be changed via the konsoleH administration
interface. Many further settings
can be changed directly via .htaccess file. Settings which exceed the
available values and set limits
are alterable after previous examination by the system administration.
Additional PHP modules other than
those offered are not installed. Individual PHP solutions e.g. PHP binaries,
are not supported. For an
overview of PHP configuration please see http://testen.de/.
The following PHP
modules are additionally available and can be enabled via the konsoleH
administration interface: APCu, ImageMagick, Ioncube Loader, Source Guardian, Zend Guard, OPcache, XDebug, MongoDB, GeoIP.
The number of parallel IMAP connections per IP address is limited for reasons
of server stability. It is
possible to have this number increased on request at our discretion.
The settings which are offered such as 'Forwards', 'Autoresponder', 'Spam
filter', 'SMS Notification',
'Black- and Whitelist' etc. can be changed by the client. Other individual
settings and the
configuration of the mail system cannot be created. SPF records can be set
by the client via DNS
administration in the konsoleH administration interface.
The configuration of the MySQL server can be modified at the request of the
client. If values are
requested which could affect the stability of the server, the client must
submit a form
to confirm this. The client is not automatically entitled to such
modifications. For each database
created by the client, three database users are set up with exclusive
access to this database. For
reasons of security, no global database user or users who have access to
several databases is set up.
Each account and each domain receives a DNS zone file which can be
administered via the konsoleH
administration interface. The use of the DNS servers is optional.
9. Process Monitoring:
To safeguard the security and stability of the managed server, a process monitoring
system is in place which
stops processes with excessive running times and/or RAM exploitation. Exceptions can
be made by the system
administration. If the client requests exceptions which could affect system
stability, these must be confirmed
in writing by the client. The client is not automatically entitled to such
exceptions. If the stability of the
server or network is affected, Hetzner Online reserve the right to correct and/or
10. Installation of Additional Software:
The installation of additional software or libraries is not carried out by the
support team. On request, a
compiler can be made available with which the client can compile the necessary
software packages. This is the
sole responsibility of the client. There is no right to claim support services in
The operation of additional software requiring root privileges for installation or
operation is not
11. Relocation within the Hetzner Online
Relocation of a maximum of three accounts, not larger than 5 GB which are to be
transferred within Hetzner
Online web hosting / managed servers is carried out by the support team on request.
Databases are to be
transferred in advance by clients themselves and are not a part of the relocation
offered by Hetzner Online.
Relocation from or to Hetzner Online external servers or dedicated root servers is
12. Email Service Spam and Virus Protection:
Each email account has a server-side spam filter which can optionally be deactivated for
emails into a designated folder. This folder is accessed via IMAP and Webmail. Emails
which have been identified
as spam are automatically deleted after a predefined time period. The filter strength
can be adjusted by the
client. In addition, Hetzner Online GmbH operate a blacklist which temporarily or
permanently blocks IP
addresses that send spam emails. The blocking of single IP addresses can be deactivated
manually by the client.
Furthermore, Hetzner Online GmbH use a virus filter for emails. Incoming emails
containing viruses are not
accepted for security reasons. The sender of the email is notified. The dispatch of
emails containing viruses is