Who answers, when and how quickly
There is no catch-all address — everything would just sit there for the same amount of time. Four channels, each with its own availability and response time. The initial support response is guaranteed in the SLA; the other timeframes are voluntary commitments.
Availability at a glance
- Registered office
- Cologne
- Robert-Perthel-Str. 71-73
- Abuse
- 60 min
- 24/7 · Voluntary commitment, not part of the SLA
- Support P1
- from 15 min
- Initial response for priority 1 according to SLA, depending on support level
Responsibility, availability, processing target
Choose the channel based on your request, not the urgency — the timeframe is already stated on each channel.
Sales and quotes
Quotes, framework agreements, capacity requests from half a rack, migration projects and price negotiations above the highest tier.
- Available
- Monday to Friday, 08:00 – 18:00 (CEST)
- Processing target
- Callback within 4 hours during business hoursVoluntary commitment, not part of the SLA
For requests from 50 servers or 500 TB, we provide technical support at no additional cost.
Technical support
Incidents, configuration questions, hardware replacement, recovery. Please always include the resource ID, timestamp with time zone and error description.
- Available
- Basic: Mon – Fri 08:00 – 18:00 · Business, Enterprise and Critical: 24/7
- Processing target
- Initial response 15 minutes to 8 hours, depending on support level and priorityCommitment from the SLA
Tickets from the customer panel are processed with priority because the account and resources are already assigned there.
Press and analysts
Interview requests, image material, background discussions on locations, network and energy efficiency.
- Available
- Monday to Friday, 09:00 – 17:00 (CEST)
- Processing target
- Response within 24 hours on working daysVoluntary commitment, not part of the SLA
During an ongoing incident, we refer to the status message; the assessment follows as soon as the incident is closed.
Abuse reports
Reports of attacks, spam, phishing or illegal content from our address ranges. Please include a timestamp including time zone and log extract.
- abuse@entronyx.cloud
- Available
- 24/7, including public holidays
- Processing target
- Processing within 60 minutes, regardless of the timeVoluntary commitment, not part of the SLA
Automated reports in X-ARF format — a machine-readable reporting format — are processed without human intervention. Without a time zone in the timestamp, we cannot assign a report.
Expert contacts instead of being passed around
At the other end is the shift that also manages the systems — the same people who fix an incident at night will answer your questions about it during the day. Initial response means: the first substantive answer from a responsible person. An automated acknowledgement of receipt does not count.
Which desk is staffed when
Abuse reports
24/7, including public holidays
Processing in 60 minutes
Voluntary commitment, not part of the SLA
Technical support
Basic Mon – Fri 08:00 – 18:00, higher tiers 24/7
Initial response 15 minutes to 8 hours
Commitment from the SLA, depending on support tier
Sales and quotes
Mon – Fri 08:00 – 18:00
Call back in 4 hours
Voluntary commitment, not part of the SLA
Press and analysts
Mon – Fri 09:00 – 17:00
Response in 24 hours on working days
Voluntary commitment, not part of the SLA
How long it takes for a critical incident
Critical (priority 1) means: Production operations are completely down and there is no workaround. Which deadline then applies depends solely on your support tier.
| Support level | Initial response P1 | Availability |
|---|---|---|
| Basic | 8 hours | Mon – Fri 08:00 – 18:00 · included in the price |
| Business | 2 hours | P1 24/7, otherwise Mon – Sat |
| Enterprise | 30 minutes | 24/7, telephone |
| Critical | 15 minutes | 24/7, dedicated phone number |
The complete table with priorities 2 to 4, the measurement method and the service credit scale can be found in the Service Level Agreement (SLA) — the agreement containing the committed performance values.
Access, roles and billing data
The customer panel is the authoritative interface for everything concerning your account. What you can do yourself there, you should do there — a ticket is slower. For everything that requires a review by us, the respective stated deadline applies.
The customer area can be reached under My account — with customer ID or email address and password, optionally with a second factor. The API covers the same processes; structure and authentication are described in the documentation.
- Login and second factor
- Login to the customer panel is via the account address and a second factor — a one-time passcode from an app (TOTP) or a security key (WebAuthn). It is mandatory for all accounts that are allowed to manage resources.konto@entronyx.cloudUnblocking after identity verification within 2 hours (Mon – Fri 08:00 – 18:00)Voluntary commitment, not part of the SLA
- Users, roles and projects
- Access is granted per project: read, operate, bill, manage. Role changes are made by any person with the “manage” role themselves — no ticket is required for this.konto@entronyx.cloudResponse within 1 working day, self-service at any timeVoluntary commitment, not part of the SLA
- Billing data and cost centres
- You change the billing address, VAT ID, cost centres and alternative invoice recipients in the panel. We correct already issued invoices on request as a cancellation with reissue; you coordinate payment agreements for outstanding amounts with the billing department.rechnung@entronyx.cloudCorrected invoice within 3 working daysVoluntary commitment, not part of the SLA
- Account transfer and closure
- If the authorised representative changes, we need a current register extract. Upon account closure, the data remains accessible for 30 calendar days; on request, we delete it immediately.konto@entronyx.cloudReview of documents within 5 working daysVoluntary commitment, not part of the SLA
Departments with their own mailbox
In addition, the standard addresses according to RFC 2142 can be reached — the standard that provides fixed mailboxes for every domain: postmaster@, hostmaster@, noc@ and security@.
Data protection and data subject rights
datenschutz@entronyx.cloudInformation, rectification, erasure, objection · response within 30 days according to Art. 12 GDPR · data processing agreement (DPA) according to Art. 28 GDPR, contract as an annex to the main contract
Data protection officer
dsb@entronyx.cloudExternal appointment · reachable by post via the company address, addition “Data Protection Officer”
Partner programme
partner@entronyx.cloudAdmission, classification, project protection, white label (appearance under own brand) · response within 2 working days
Job applications
karriere@entronyx.cloudAlso speculative · feedback within 5 working days
Security vulnerabilities
security@entronyx.cloudPGP key at /.well-known/security.txt · safe harbor commitment, bounties €500 to €15,000
An appointment at the headquarters is possible by arrangement. Access to a location requires registration with a deadline and an ID check at the security gate.
Headquarters in Cologne · locations chosen for efficiency, law and connectivity
When the question comes before the order
Not every request is an incident. If you want to know whether an environment can handle the load, you don't get a price list, but a conversation with someone who knows the systems.
- 01You describe the loadUser numbers, data volume, peaks, location requirements. A sketch is enough; we convert it into a configuration.
- 02We run the numbersYou receive two variants with a price and the reason why the cheaper one is not enough in your case — or why it is.
- 03You test beforehandBefore any framework agreement, we provide a test environment. The order is only placed when the metrics are right.
Sales is responsible: vertrieb@entronyx.cloud, or you can request a callback. The configurator calculates what a configuration costs even without a conversation.
Robert-Perthel-Str. 71-73
ENTRONYX Deutschland GmbHRobert-Perthel-Str. 71-7350739 CologneGermanyThe company has its registered office in Germany; German and European law applies. The platform runs in data centres in Germany and Finland.
Company name and registry details correspond to the Legal notice; the ENTRONYX CLOUD brand is operated by this company.
- Registry court
- Amtsgericht Köln
- Commercial register number
- HRB 98908
- European Unique Identifier (EUID)
- DER3306
The registered office is accessible by public transport; we will provide directions when arranging an appointment.
This is an office building. The data centres are located at different addresses and are not accessible without prior notice — not even for customers.
Submit request
Select a topic — this determines which team is responsible and which deadline applies. The request is recorded with a case number and handed over to the team.
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