Hosting & Server Support
Do you have a specific question about your server systems or do you need technical help? Please contact our IT specialists directly. We offer you professional support 24 hours a day.
- first-class support around the clock 365 days a year
- experienced and professional IT expert team
- reliable response and recovery times
Your guide to reliable hosting and server support
Sollten Sie unsere Unterstützung benötigen, dann folgen Sie einfach diesen Schritten und Sie erhalten nach kurzer Zeit eine Antwort direkt von unserem professionellen Support-Team:
- simply log in to the customer account*
- open a ticket
- lean back
- we take care of your request
* Your first login is your customer number with your postcode as password.
Why log in for support?
By your login in the customer menu, we ensure that no unauthorised person contacts us and gains access to your data on the products you use.
Fast and secure help for your server or hosting product with the ticket system
particularly fast and convenient transmission of your questions
prompt delivery of the ticket to the best contact person for your request at Keyweb
very fast processing and response
you can view and complete your request at any time
each processing step is always comprehensible for all those involved
consideration of strict data protection criteria
You would like to contact us additionally after opening a ticket? Please have the corresponding reference number of your ticket ready.
Telephone support for your server or hosting product
You don't have an internet-capable device at hand right now? Call us on +49(0)361 - 658 53 0 and we will open a ticket for your request. In addition to an existing ticket, you can also speak to one of our IT specialists in person if you wish.
- Important note: Please have your telephone password and customer number or domain name ready for enquiries about your account, your server systems or technical administration concerns.
- You will be contacted directly by friendly and highly qualified IT experts.
Overview of support services
Within the scope of our general, free-of-charge support, we assure you the following services:
- Accurate answering of general technical questions and competent advice on technical matters
- Central fault management by telephone or ticket system
- Checking the fault report for known problems
- Ticket processing: solution of the problem, documentation of the fault in the ticket system
- Fault assessment and coordination of the further procedure
- Troubleshooting when a fault occurs in the hardware or network infrastructure
- Forwarding of intermediate or feedback reports during the processing of Troubleshooting
Remote hands service as needed
If you would like that our IT specialists carry out further technical work on your systems on site or via remote access outside of the general support, our support team will be happy to do this work for you too.
If you already use a managed service or if this is already included for your server, these costs are often already included. Before remote hands costs arise and are charged, we inform you in advance about possible costs and clarify the necessary work beforehand.
You will not incur any costs that have not been previously discussed with you and confirmed by you.
Managed Hosting Service –
the comprehensive server support
The all-round professional support of your server systems - according to your needs - is already included in all Keyweb dedicated server tariffs.
With the Managed Option, we replace your own technical staff. On request, your software installation, configuration and monitoring needs will be carried out by our qualified system technicians free of charge. For all other products, the Managed Service can be added for 9 € per month.
Managed Pro –
proactive and individually arranged
For particularly support-intensive projects and other special requirements with proactive, technical maintenance work, we offer you our Managed Pro Service. All services are individually defined and contractually agreed with you. We will be happy to provide you with more information on request.
Guaranteed service and support for Keyweb customers
Service Level Agreements assure you of guaranteed and fast support and IT services at all times. Find out more about our guaranteed response and recovery times and the minimum availability of your IT infrastructure.
The customer portal - everything at a glance
In addition to Keyweb Hosting Support, you will find in the customer menu
- Your personal information
- Information about your hosting products
- Your invoices and payment settings
- the domain management
- all current notifications and information on announcements and status message
Uncomplicated help and helpful answers to the most frequently asked questions in our FAQ
Answers to frequently asked questions about server administration, as well as registration, installation and many other topics. You may already find the information you are looking for here.