The dataforest DNA
The passion for hosting is in our blood. And our customers feel that day in and day out.
There are a lot of hosting providers out there — so why should you work with dataforest of all people? It's simple: We offer our hosting services exactly as we would like them to be. We regard our more than 15-year history as part of our DNA, which has shaped dataforest into what it is today. Combined with outstanding service, this makes us a first-class web hosting provider for your company.
We are always here for you
Support hours
Our support is available every day from Monday to Saturday Permanently staffed by employees from 9 a.m. to 0 a.m.!
This not only provides us with almost complete coverage of the times at which you create tickets, but also ensures a constant processing time, as hardly any tickets can build up during off-peak hours.
Willingness
Our on-call service is available around the clock, 365 days a year and responds autonomously to fault reports from our monitoring system. The response time is usually only a few seconds. Reports that have not been confirmed after five minutes due to readiness are automatically escalated to the fallback shift, which is also staffed 24/7/365 just in case.
Left out in the rain?
Our most important requirement for ourselves: We are always there for you if there is an emergency. As a result, we not only process support requests seven days a week, but are also available 24/7 via our emergency hotline. Because as a service-oriented company, we are convinced that reminding you of lost sales and reputation due to an outage that your provider could not help you with lasts longer than the brief joy of the low price. Can you reach your current provider around the clock? This is often only checked when it is too late.
Our quality promise
Zero-downtime principle
Maintenance work is essential to solve problems, prevent problems or simply keep your infrastructure up to date with the latest technology. First of all, you can assume that we won't delay necessary maintenance until it “pops”, but will carry it out proactively when we deem it necessary.
For working on our network infrastructure, we therefore introduced a method at the beginning of 2020, which we internally christened the zero-downtime principle. It describes that maintenance work affecting the core of our infrastructure must be planned and carried out in such a way that there is no failure.
Be careful instead of indulgence
We will announce all planned maintenance work at least three days in advance and promise to carry it out at night (23-5 German time). The rule of thumb applies here: the greater the (potential) impact, the later we carry out the work.
Communication instead of a mallet
Especially in the case of abuse reports, many providers are inclined to switch off a hosting product immediately. We think this is counterproductive and not necessary for our customer base, as almost 100% of abuses are not due to deliberate misuse.
As a result, you always have 24 hours to respond to abuse messages. And so in all other problem cases, you can expect us to talk to you first before anything happens.
Proactive fault reports
If we are unable to resolve a fault within five minutes of being notified, the principle of proactive fault reporting applies to us. We not only want to recognize a fault before you, but ideally we also want to have already informed you when you notice the fault yourself. In the event of global events, this is done transparently via our status page and with our managed services by contacting us directly via email.
corporate communications
We also live by the principle of maximum transparency far away from maintenance work and fault reports. We will keep you informed of all relevant news and changes on our blog and up to date on social networks. In doing so, we also provide detailed insights into how we work — both technically and organizationally.
Post-mortem analysis
Despite great efforts to keep critical components 100% available, this is not always possible when looking at a complex IT landscape realistically. For us, of course: We not only simply fix a fault, but also subject it to a post-mortem analysis, which we share with you. We will tell you in detail what happened and what we will do to eliminate a recurrence of the same fault as safely as possible.
Experience web hosting the way we would have wished for!
Tailored IT solutions. Since 2009.
SLA was yesterday
Service level agreements are common throughout the industry and, depending on the project and product, we will of course also conclude with you on request. However, we want to give you an insight into how we work so that you can find out what you can really expect from us.
We've been doing web hosting for 15 years and know that most SLAs are eyewash. First, it is not clear with what quality the services have been provided in the past. And secondly, the compensation for an SLA violation or default is generally so low that you get nothing out of it from an economic point of view. And what you really want is not compensation, but a stable service — in short: what you have commissioned us to do must run.
Hardware selection and best practice
We only use components that can actually fulfill their intended purpose on a permanent basis and have our own spare parts warehouses in each of our data centers.
We do not use misuse such as switches that have to be used as routers. Over the past 15 years, we've been able to learn not only from our own mistakes, but also from those of our competitors.
