Hetzner support = ticket-only, no phone, no SLA

Hetzner Managed Server —
The 24/7 support Hetzner doesn't offer

Hetzner delivers the best performance-to-price ratio in the European hosting market. But when your AX server goes down at 3 AM, support is ticket-only with no intervention SLA. RDEM Systems is your dedicated managed service provider for Hetzner servers, available 24/7.

View Hetzner Server Ranges Get a Hetzner Management Quote

Hetzner: excellent hardware, zero management

Hetzner Online GmbH is a German hosting provider known for unbeatable pricing and quality datacenters. But like any IaaS provider, you are on your own once the server is provisioned.

What Hetzner does well

  • Reliable, modern hardware (AMD EPYC, Intel Xeon)
  • 30-50% cheaper than OVH/Scaleway
  • ISO 27001 certified datacenters (Germany, Finland)
  • Powerful Robot API for automation
  • Built-in rescue system for hardware troubleshooting

What Hetzner does NOT do

  • Ticket-only support — no phone, no live chat
  • No intervention SLA for your infrastructure
  • No server administration (OS, services, security)
  • No application monitoring or alerting
  • No on-call support — you are alone at night and on weekends

What RDEM Systems adds to your Hetzner servers

Keep Hetzner's pricing. Add the professional management and 24/7 on-call support your servers deserve.

Fully managed communication

You deal with us. We handle all communication with Hetzner (tickets, Robot API, rescue mode) on your behalf. No language barrier, no learning curve.

24/7 proactive monitoring

Agents on every Hetzner server: CPU, RAM, disks (SMART), critical services, SSL certificates, response times. Alerts before the outage, not after.

On-call with 1h to 4h SLA

Guaranteed response in 1h or 4h, 24/7/365 — including nights, weekends and holidays. Hetzner escalation included if hardware replacement is needed.

Security & updates

OS patching, SSH hardening, firewall, fail2ban, configuration audits. Your Hetzner servers hardened according to CIS best practices.

Backups & disaster recovery

Automated backups to Hetzner Storage Box or Object Storage. Regular restore tests. Documented recovery plan for each server.

Robot API & automation

Leveraging the Hetzner Robot API for provisioning, rescue mode, reinstallations. Cloud Console API for Hetzner Cloud. Full automation.

Hetzner dedicated servers we manage

Hetzner offers 3 dedicated server ranges and a refurbished marketplace (Auction). We manage all of them with the same level of rigour.

AX Line

Hetzner AX — High-performance AMD EPYC

Hetzner's flagship range for raw performance. Latest-generation AMD EPYC processors, datacenter NVMe, 1 Gbps connectivity included. From AX42 (Ryzen 7 7700, 64 GB RAM, 2x1 TB NVMe, ~47 EUR/month) to AX162 (EPYC 9454P, 128 GB ECC RAM, 2x1.92 TB NVMe, ~199 EUR/month).

AMD EPYC / Ryzen Up to 128 GB ECC Datacenter NVMe 1 Gbps included
EX Line

Hetzner EX — Affordable and reliable Intel

Hetzner's entry-level Intel range. Intel Core i5/i7/i9 processors, ideal for single-thread workloads or tight budgets. From EX44 (Intel Core i5-13500, 64 GB RAM, 2x512 GB NVMe, ~36 EUR/month) to EX101 (Intel Core i9-13900, 128 GB RAM, 2x1.92 TB NVMe).

Intel Core i5/i7/i9 From ~36 EUR/month NVMe 1 Gbps included
PX Line

Hetzner PX — Enterprise rack servers

Hetzner's enterprise range for demanding infrastructures. High-density rack servers with Intel Xeon / AMD EPYC processors, ECC memory, hardware RAID. Built for virtualization (Proxmox, VMware), heavy databases and high-availability clusters.

Intel Xeon / AMD EPYC ECC RAM Hardware RAID High-density rack
Auction

Hetzner Server Auction — Refurbished server marketplace

Hetzner's best-kept secret: refurbished dedicated servers sold at auction, often 20-40% cheaper than new. Varied hardware (previous-gen AX/EX, sometimes high-end), fluctuating availability. Perfect for dev/staging, non-critical projects or budget-conscious SMBs. We manage these servers just like any other dedicated machine.

20-40% off vs new Hetzner refurbished Instant setup Same datacenter

Hetzner Cloud managed services (CX, CPX, CCX)

Hetzner Cloud is Hetzner's public cloud offering, with some of the most affordable VPS instances in Europe. Three ranges for three use cases.

Cloud Range Type vCPU RAM Use Case
CX (Gen3) Shared vCPU 2 to 48 4 to 192 GB Websites, APIs, CI/CD, dev/staging
CPX (Gen2) Dedicated vCPU AMD 2 to 48 4 to 192 GB CPU-intensive applications, databases
CCX (Gen2) Dedicated vCPU Intel 2 to 48 8 to 192 GB ERP, SaaS, predictable workloads

Hetzner Cloud includes private networks, load balancers, volumes, firewalls and snapshots. Our managed services add application monitoring, security updates, on-call support and professional server management — what Hetzner Cloud does not provide.

Hetzner Datacenters

All Hetzner datacenters are ISO 27001 certified and powered by green energy. 100% European hosting, GDPR compliant.

Falkenstein

Germany (Saxony)

Nuremberg

Germany (Bavaria)

Helsinki

Finland

Ashburn

USA (Virginia)

Our recommendation: Proxmox VE on your Hetzner server

As part of our managed services, we recommend installing Proxmox VE (free, open-source) on your Hetzner dedicated server. Proxmox VE can be installed via Hetzner's Rescue mode or installimage.

  • Native PBS backup: automatic VM backup to NimbusBackup, off-site at Equinix Paris — included in your managed services contract
  • Snapshots before every update: instant rollback if something goes wrong, without downtime
  • Service isolation: each application in its own VM, no domino effect if one is compromised
  • Live migration: move a VM from one server to another with zero downtime (useful when changing Hetzner server models)
  • No licence cost: Proxmox VE is 100% open-source, unlike VMware. Proxmox support subscriptions are available and recommended for business-critical environments.

Already running Proxmox VE? Great — NimbusBackup integration is immediate. Running bare-metal Linux/Windows? We handle the Proxmox VE migration as part of the onboarding process.

Learn more about Proxmox VE

Hetzner managed server pricing

Same pricing whether you run an entry-level EX44 or a high-performance AX162.

Essential
70 EUR excl. VAT/mo
Popular
Pro
150 EUR excl. VAT/mo
Critical
250 EUR excl. VAT/mo
Supervision 7am-10pm 7d/7 24/7/365 24/7/365
Monitoring
Security updates
Support Email / Client portal Email / Client portal Email / Client portal
Production incidents PagerDuty PagerDuty PagerDuty
On-call support 7am-10pm 7d/7 24/7 — 4h response 24/7 — 1h response
Included in your contract
Proxmox VE Recommended Recommended Included in service
Off-site backup
NimbusBackup PBS
Equinix Paris		 250 GB
Single Drive		 500 GB
Single Drive		 1 TB Single Drive
or 500 GB Double Drive
(2 datacenters)
AirGapped option
Offline disk		 — — +10 EUR/month
500 GB AirGapped
Extra storage 12 EUR/TB/month 12 EUR/TB/month 12 EUR/TB/month

Pricing per server, excl. VAT. The NimbusBackup PBS backup is a benefit of your managed services contract, not a separate product. Request a custom quote →

Incident escalation via PagerDuty

In case of a confirmed production outage, you trigger an incident via PagerDuty (credentials provided at contract signing). Our on-call team is alerted immediately.

Legitimate incident:

  • Server unreachable
  • Critical service down
  • Ongoing data loss
  • Suspected security breach

Not an incident — use email:

  • Non-urgent technical question
  • Planned change request
  • Minor slowness with no business impact

False escalation outside of a production outage: 100 EUR excl. VAT per incident. This policy ensures on-call availability for genuine emergencies.

Your backups should not be at Hetzner

If your backups live on the same server or the same provider as your production, an incident (ransomware, datacenter failure, human error) destroys both at the same time.

With your RDEM managed services contract, a NimbusBackup PBS volume is included: your Proxmox VMs are automatically backed up to our Equinix Paris infrastructure, physically separate from Hetzner.

Essential

250 GB

Single Drive — included

Pro

500 GB

Single Drive — included

Critical

1 TB

Single Drive — included

or 500 GB Double Drive (2 sites)

AirGapped option +10 EUR/month

Need more storage? Additional volume at 12 EUR/TB/month on NimbusBackup.

Hetzner snapshots are paid and remain on the same infrastructure. No off-site backup is natively offered by Hetzner.

Frequently Asked Questions — Hetzner Managed Server

Hetzner support is in German/English only. How do you handle communication?
RDEM handles 100% of the relationship with Hetzner support. You communicate with us, and we translate and process all Hetzner tickets (hardware replacement, network, billing). Your team never needs to contact Hetzner directly.
Is a Hetzner Auction server reliable for production use?
Yes. Auction servers are refurbished Hetzner hardware with the same datacenter guarantees. The risk is that the exact model is not guaranteed long-term. With our managed services, we proactively monitor hardware health (disk SMART data, temperatures) and anticipate replacements.
Can you migrate my servers from another provider to Hetzner?
Yes. We perform cold or live migrations (rsync, LVM snapshot) from OVH, Scaleway, Contabo or any other provider to Hetzner. Downtime is minimized through pre-synchronization before the final switchover.
Does Hetzner offer private networking between servers?
Yes. Hetzner Cloud offers private networks (vSwitch for dedicated, Networks for cloud). We configure and monitor these networks for your Proxmox clusters, database replication or multi-tier architectures.
How quickly can managed services be set up?
Within 48 hours. We need SSH or VPN access to your Hetzner servers, and we deploy our monitoring stack. Onboarding is free and included in your plan.
How does the backup included in the managed service work?
Your Hetzner server runs Proxmox VE. We configure an automatic backup job to our NimbusBackup PBS infrastructure (Equinix Paris). Your VMs are backed up daily with configurable retention. You can also access your PBS datastore directly from the Proxmox interface to manage your backups yourself. In case of disaster, we restore within 4 hours (contractual RTO).
How do I report a production incident?
At contract signing, you receive your PagerDuty credentials to trigger an incident. In case of a confirmed production outage (server down, critical service failure, data loss, security breach), you escalate via PagerDuty. Our on-call team is alerted immediately and responds within the contractual SLA. Routine support (questions, planned changes) is handled by email or through the client portal. False escalation outside of a production outage: 100 EUR excl. VAT per incident.

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Your Hetzner servers deserve 24/7 professional management

Free infrastructure assessment for your Hetzner setup. We identify the risks, you decide.

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