Totally unprofessional and a complete joke. Will never use them on a production system again. Always angry if they are mentioned here like they are a legitimate choice...
I was not aware of their abuse policy when I was forced to move my services from another unprofessional provider. I had settled on Hetzner. I'm glad you said something.
Over the last few days I've reached out to them for further clarification on their policies, and over those (multiple) communications there were enough professional red flags that its become clear they can't be considered for any future hosting of production or professional services.
Initially, I was stonewalled with: --- Thank you for reaching out to us directly to clarify this matter.
In accordance with German law, we are not permitted to disclose internal information to third parties or to review or verify the content of any potential abuse reports. As a matter of fact, we neither can confirm nor deny what is described in that thread. We want to assure you that our abuse team handles cases with care and sets reasonable deadlines and measures based on the gravity of the allegation.
---
I asked about what processes and controls they have in place to prevent fraud, and the written policies and timetables, and they didn't appear to understand English well enough to answer, they thought I was talking about other common forms of abuse rather than fraud.
As a customer, they were unable to provide me with any kind of written policy, adversarial response schedule, or other controls commonly needed to mitigate fraud.
No details or specifics on their policies, other than what they refer to as 'reasonable' time tables based on the allegation which are not clarified further.
It appears they consider multiple complaints more severe regardless of the legitimacy of the claims which they don't appear to evaluate prior to shutdown, and their Abuse Team decides on a case-by-case basis what actions are to be taken, and the response times allowed.
As a result, it appears this provider has an unreasonable amount of counter-party risk associated with it. Any company could file a claim, and hold your business hostage (as OP described).
What's worse, if they suspend or terminate your account as a result without notice; any monitoring that might have alerted you so that you could respond more quickly would likely not function correctly and fail silently without a cross-platform investment.