Reseller Code of Good Practice

  • Consult with your Customers to determine what services best fit their needs.
  • Deliver a complete quotation and negotiate agreements with your Customers.
  • Provide appropriate value added services to your Customer or obtain the requested services from a third party supplier on your Customer’s behalf.
  • Respond to your Customer e-mail queries within 24 hours.
  • Return Customer calls as soon as possible.
  • Implement effective Customer complaint procedures.
  • Provide first line of support.
  • Follow Hetzner’s registration procedures and in particular ensure that the correct entity is reflected as the owner of a domain name.
  • Act fairly and reasonably with regard to the pricing of your products and services and clearly and accurately convey this information to Customers and potential Customers.
  • Respect the confidentiality of your Customer’s personal information at all times and do not act in a manner contrary to the provisions of your Privacy Policy.
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Custom Hosting Solutions (CHS) vs. Managed Server Hosting

CHS

Managed Servers

Dedicated Account Manager & technical team to perform ongoing needs analysis and consulting.

Assistance via Hetzner’s Contact Centre and online Help Centre.

Offers solutions for custom settings and high availability.

Makes use of Hetzner’s standard hosting platform. No customisations are allowed.

URL, Operating System and Hardware monitoring to ensure optimal uptime.

Standard server monitoring.

Controlled Operating System and software patching with change management.

Automated Operating System and software patching.

Web application assistance provided as an optional service.

No assistance with web applications.

Not suitable for reseller hosting.

Suitable environment for reseller hosting.