Frequently asked questions

Click “Order now” on the plan you want, for example under Hosting or Add-ons. You land on the order page in our customer portal, create your customer account there (or log in) and then pay via Stripe. You order the Sovereign Cloud the same way; if you like, we will advise you free of charge beforehand.

Yes. You create the account as part of your order: your name, email address and a password are all you need. Then confirm your email address using the link we send you. In the customer portal you will then see your subscriptions and invoices and can order cloud servers.

Sign up in the customer portal with the same email address you used for the purchase and confirm it via the link in our email. Your subscription and invoices will then appear in the portal.

We set up hosting, the Sovereign Cloud and add-ons within 24 hours of receiving payment; cloud servers are ready within a few minutes of ordering in the customer portal.

Payment is processed by Stripe using the payment methods offered during checkout.

All invoices are available for download in the customer portal. Under “Abrechnung” (Billing) in the customer portal, you can see the costs of the current month, your invoices and your payment method.

All prices in euros, including statutory VAT. This applies to hosting, Sovereign Cloud and add-ons. For cloud servers, this website shows the final price including German VAT; in the customer portal, you see the final price including the VAT of your EU country, with the net price below. If you are based outside the EU, the portal shows the net price plus VAT where applicable, in the currency of your country.

Cloud servers are billed by the hour, capped at the respective monthly price, and invoiced monthly. You can delete them in the customer portal at any time; billing ends on deletion.

Contracts billed monthly run for one month at a time and renew automatically for another month unless they are cancelled by the end of the current billing month.

Contracts billed annually initially run for 12 months. If they are not cancelled by the end of this term, they continue for an indefinite period and can then be cancelled at any time with one month’s notice; fees already paid for the period after the end of the contract are refunded pro rata.

The term of each plan is shown directly below its price. The details are governed by our general terms and conditions (AGB, German); see also our English overview.

You can cancel by email (show address), in the customer portal with “Vertrag hier kündigen” (cancel contract here) under “Meine Produkte” (My products) or by letter to our postal address; a cancellation in text form (e.g. email) is sufficient. A template is available at mein-hartmann.de/kuendigen/ (German). We will confirm your cancellation by email. You end cloud servers by deleting them in the customer portal.

As a consumer, you can withdraw from contracts with us within 14 days without giving any reason. How this works and when the right of withdrawal expires early is explained in the withdrawal notice (Widerrufsbelehrung, German), which also contains the model withdrawal form.

Yes, every hosting plan can be connected to a domain. If you have not registered a domain yet, we can do that for you. “.de” domains are free for the first year. For other extensions and for the period after that, please ask us.

Talk to us. We will discuss with you beforehand how moving your website or your mailboxes works and what it includes. The consultation is free.

We back up websites, mailboxes and the Sovereign Cloud daily; with the Full Service add-on, several times a day. For cloud servers, you add automatic backups when you order.

Web hosting and email on servers in Germany, with daily backups and spam protection. Sovereign Cloud (Nextcloud) on a server in Germany with daily backups. Cloud servers in ISO/IEC 27001 certified data centres in Falkenstein and Nuremberg (Germany) and Helsinki (Finland). More under Security & data centres.

By email (show address) or via the contact form; if it is urgent, we get back to you at short notice. For detailed questions, book a free appointment. If you need to be able to reach us 24/7, you get that with the Full Service add-on.