Very interesting, thank you for your response Katie. I might do the support-form request but since you are here, I think I am comfortable enough asking it in the public too and I don't mind it as this might be the best way
But imagine if a PAAS (platform as a service, well technically its still just an idea which can take a long time to work but just a theory but yes), wants to build on top of hetzner, I am extremely worried that since hetzner has a very strict abuse policy, they might not understand PAAS use case which can include some abuse from downstream lets say and might block my account impacting all the other PAAS solutions.
I wish if there was a way that some time could be given lets say 24-48 hours for the product lets say to work with abuse as I am just a single guy but I haven't coded the implementation mostly, quite frankly wanting to building upon hetzner but worried that It can fail due to any misunderstanding etc.
What are hetzner's opinion on platform as a service basically, I see some people using hetzner as providers but can hetzner understand the thing which I am saying basically and can it still be the right tool for the job essentially?
Hi again, Yes, it is fine to resell our services in the form of a PaaS. However, you as the customer are ultimately responsible for everything that happens on the server. If you use our infrastructure to run your own business, you need to be responsible for what your business does. That entails monitoring your systems, vetting your customers, securing your server, and of course, communicating quickly and openly with our Abuse Team if you receive a report. We also have managed services (web hosting, managed vServers, managed servers) if you feel less confident with the sysadmin side of things and need more technical support. --Katie
Thank you for your response which I really appreciate but I have still some doubts regarding it which I hope you can clear.
Basically Katie, I am not worried about the sysadmin confidence side of things which are actually an delight for me to work with but rather that to me the problem feels as if even if I vet some of my customers, if someone truly wants to shut down my business lets say, all they need to do is create an account and be faithful if I vet them and then just run malicious servers basically to gain a lot of abuse reports, maybe given directly to hetzner who from what I've heard can shut down your whole account if done.
Can you understand the dilemma I am presented with? I am willing to cooperate with hetzer team a lot and I am a single person team right now so I am interested in what are some response times that you want from me if I someday report abuse regarding this situation.
So my questions are:
1. Can an account be suspended if abuse reports come in, if so, is there any way to strike a mutual deal of understanding where I can cooperate to literally any amount with hetzner team for them to understand my use case perhaps
2. How early do you expect a response from lets say any abuse report, would 24 hours be an reasonable amount?
I just want, Katie, the ability where if any issues/report come, you might transfer it to me and I can fix them but the ability of deleting my server becomes hard as I am worried about that a single bad apple can ruin it for all my other customers basically and its this worry which is making me worry if hetzner can be the right choice because maybe hetzner team might not understand my use case and it might hurt the business and I am waiting for your response basically, if hetzner can be the right choice for me (which I genuinely want it to, hetzner feels so good and I would love to be your customer!)
Have a nice day Katie! And I hope that we can come to an understanding from both sides (I am willing to cooperate and go a long way as much as I can as a single person) and I hope hetzner team can cooperate too so that we can build something together!
Hi there, Our team handles each abuse case individually, and their response will change based on how severe the abuse is. With less severe abuse issues, for example, copyright violations, our abuse team will forward the report to you, the customer, and give you some time to respond.
We are purposefully non-transparent about how much time we give people to respond. We don't publish that online. Why? We want to make things harder for bad actors so they cannot take advantage of the situation.
With more serious cases, the customer has less time to respond, and we may lock the server until they do respond. And with even more serious cases, we may lock an entire account.
We don't have any kind of guarantees here -- our team reviews each case separately. --Katie
But imagine if a PAAS (platform as a service, well technically its still just an idea which can take a long time to work but just a theory but yes), wants to build on top of hetzner, I am extremely worried that since hetzner has a very strict abuse policy, they might not understand PAAS use case which can include some abuse from downstream lets say and might block my account impacting all the other PAAS solutions.
I wish if there was a way that some time could be given lets say 24-48 hours for the product lets say to work with abuse as I am just a single guy but I haven't coded the implementation mostly, quite frankly wanting to building upon hetzner but worried that It can fail due to any misunderstanding etc.
What are hetzner's opinion on platform as a service basically, I see some people using hetzner as providers but can hetzner understand the thing which I am saying basically and can it still be the right tool for the job essentially?