Support & self-service

Answers before you order, tools for when it matters

An FAQ that answers the common questions before they become problems, tools like the KVM console and snapshots that keep you in control when it counts — and behind it all a contractually guaranteed availability of 99.98% with a credit for unusable time. This is support that takes responsibility instead of putting you off.

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Everything that matters in one place: the customer portal

Help slows down when it is scattered across many channels — so at HostKontor the essentials are bundled in one place. In the customer portal you order your server and choose the Istanbul or New York location as you do so; payment works by credit card, bank transfer or cryptocurrency. The portal also holds the terms of the availability guarantee, including the details of how the credit is calculated and claimed — and, for the cloud server, the current hourly rates. After payment, automation takes over: your server is usually reachable within a few minutes, with no manual approval step and no waiting for a reply.

The FAQ: answers before you ask

Often the answer is already written down before the question arises. The FAQ on this website covers what actually gets asked before an order: which operating systems you can install and how to mount your own ISO image, how long provisioning takes, which IP addresses are included, how traffic and the fair-use rule fit together, how snapshots and backups work, and how the availability guarantee applies. We answer the location question openly too: the servers currently run in Istanbul and New York, and a German location is in preparation. The German and English versions carry the same facts — so many issues resolve themselves before they ever become a support case.

Self-help with real tools

In an incident, what matters is less how quickly someone replies than how quickly you are back in control. That is why every server comes with tools that make you independent: the KVM console gets you onto the machine even when SSH does not respond or the system no longer boots — you watch the boot process and fix the cause directly instead of waiting for help. Three free snapshots per server set a restore point before updates and rebuilds; a misstep becomes a rollback rather than an outage. For scheduled protection without manual effort, automated backups are available as a paid add-on.

The guarantee behind it: 99.98% with a credit

Good support starts with incidents not happening in the first place — and the platform is accountable for that. Availability of 99.98% is contractually guaranteed for every package, from the smallest to the largest. If we fall short, the unusable time is credited back to your account; how the credit is calculated and claimed is set out in the terms in the customer portal. You are not relying on goodwill: the consequence of falling short is agreed before you even order. That turns "availability" from a marketing phrase into a figure you can actually plan with.

Clear responsibilities, short paths

Help is only fast when it is clear from the start who is responsible for what. We are accountable for the platform: host systems, KVM virtualisation, the network and automatic provisioning at the Istanbul and New York locations. The operating system, applications and credentials are administered by you — with full root or administrator access and a KVM console that keeps every path open for the job. Administering your system for you is deliberately not part of the offer; that clarity spares you false expectations and spares us promises we could not keep. If you run your own server, this is the right environment.

Facts before you order, not surprises after

Many support cases grow out of unclear expectations — we clear them up before you buy. Ubuntu 18.04 to 25.04, Debian 9 to 13, AlmaLinux 8 and 9, Rocky Linux 9, Windows Server 2019 and 2022, and MikroTik RouterOS are ready to install; custom ISO images can be mounted. Traffic is not metered and a fair-use rule applies: the port speed must not be saturated continuously — ordinary web, application and database workloads are unaffected. You can move up to a larger package at any time, but not back down; pick your starting size to match the expected load. All prices are net and exclude VAT — stated here, not in the small print.

One account, one portal, a few minutes

From the first click to day-to-day operation, everything stays together: in the customer portal you order your server, pay by credit card, bank transfer or cryptocurrency, and read the terms you can hold us to. After payment the server is provisioned automatically, usually within a few minutes, with one IPv4 and one IPv6 address and full root access from the first minute. HostKontor is a brand of the US-based White Label Services group, which serves more than 50,000 active customers group-wide. Choose your package — by then you will already have read the answers to the questions that matter.

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