Support Experience at Contabo
Professionals Only
Our support team is organized in a typical 3 tier system with all 64 support specialists working as either 1st, 2nd or 3rd level supporters. What makes big difference is that our 1st level supporters are well-trained and they are able to resolve over 83% of cases by themselves.
You may ask, why do we need even need 2nd and 3rd level support? These are basically experienced system administrators who assist on the cases which require expert level knowledge that is usually not offered in Customer Support at all.
Rigorous Quality Standards
Processes and procedures developed during 17 years in business are rigorously observed to maintain German Quality we are known for. That is why, every new person undergoes an initial 6-month training followed by ongoing reinforcement training.
We grow fast in terms of support team count, but it is not uncommon to meet a supporter with 10+ years in Contabo.
Only Real People
When you reach out to us you get in touch with a real person who will treat you as an individual not as yet another support case. We don't hide behind bots or lengthy automated answer systems. We analyze each case thoroughly and we always try to get to the root of the issue.
Our goal is to resolve each issue, not to fend customers off.
We Focus on Real Answers
Our goal is to reply to each inquiry in a personal way without any support templates. Since we are currently receiving a high number of incoming requests, waiting time is longer than usual. We will thoroughly analyze your request and provide a full answer as soon as possible.
Awarded by Experts, Recognized by People
Almost every year we finish on top of Chip Hotline Test, which is considered in Germany as a golden standard for Customer Support. They recognize short waiting time and the competence of our support.
The customer reviews we get also mention support quality as often as they mention excellent price and stable performance.
Global Perspective
Our support is based in Germany, but we bring experience from 16 countries on 4 continents. Although to ensure consistent experience we provide support only in English and German, together we speak over a dozen languages. This diversity is crucial to understand the needs of people using our Data Centers around the globe.
Requests Resolved Every Week
Average Response Time
Initial Support Training Time