You’ve told us that quick, clear answers are essential when you’re busy with a project. While our support team has been working hard to slash response times (and succeeding), we know that sometimes the fastest answer is the one you can find yourself, instantly. That’s why a big part of our ongoing mission to improve the quality of our service to you has focused on our digital self-support hub: the Contabo Knowledge Base.
We’re not just adding more articles here and on the blog (though we’re doing that too). We’ve been actively looking at how you find information and making the whole process easier, faster, and more visual.
Seeing is Believing: New Video Guides
Let’s be honest: sometimes reading through technical steps isn’t ideal. Maybe you’re a visual learner, or perhaps you just want to see exactly where to click. That’s why one of our most helpful recent improvements is embedding video tutorials directly in the Knowledge Base.
We’ve taken helpful guides from our YouTube channel – covering things like setting up Plesk, installing WordPress, or understanding concepts like Object Storage – and placed them right alongside the relevant written articles. Now you can choose: read the steps, watch the walkthrough, or do both. It’s about giving you the information in the format that works best for you.
Finding Answers Shouldn’t Be a Treasure Hunt
Of course, great video content needs a solid foundation. The core Knowledge Base is built to get you straight to the information you need, without unnecessary digging:
- Smart Search: Still the fastest way if you know what you’re looking for. Just type in your keywords.
- Clear Categories & FAQs: Browse logically grouped topics or check the FAQs for quick answers to common questions.
- Quick Links: Need the API docs, the live Server Status, your Order Status, or that essential “Can’t Log In” form? They’re linked directly from the KB homepage.
This isn’t a forgotten corner of our website. It’s a constantly evolving resource currently holding (as of April 2025):
- 229 articles in English
- 207 articles in German
- And Spanish versions coming soon!
It serves around 15,000 users finding roughly 40,000 answers each month – proof that self-service, when done right, is incredibly valuable.
Putting It All Together: Support Your Way
Our goal isn’t to replace our human support team – they’re essential for complex or unique issues. Instead, the improved Knowledge Base, now enhanced with video, offers a powerful first line of support. It helps you to handle the common questions quickly and efficiently, freeing up our support engineers to tackle the trickier stuff faster.
It’s another piece of our “Always Improving” puzzle: better infrastructure, faster human support, and more effective self-service tools.
Faster Support When You Need It
Of course, we’ve been working on improving our ticket response times too. As Benjamin Krell, our Director of Customer Experience, puts it,
Our support team has been working hard to identify issues and make improvements, and we’re proud of the results so far. In March 2025, we were able to respond to all customers who contacted us via support ticket within an average of 2 hours. 96% of customers received an initial response from our agents within just 1 hour. Since April, we’ve become even faster. In our newly launched support chat, customers are connected with one of our agents within an average of 2 minutes.
The Bottom Line
We want finding help to be easy. By adding video guides and continually refining the Knowledge Base structure, we’re putting more power directly into your hands. Next time you hit a snag or have a question, take a moment to check the Knowledge Base first. With text, video, and quick links all in one place, the answer might be just a click away.