Skip to content 
I'll show you in two sentences how to use the Strato Support and which contact channels are really worthwhile for which request. You will be given clear times, suitable numbers, helpful e-mail options and specific tips to ensure that your request reaches the right person quickly. Customer Service lands.
Key points
Before I go into the details, I will summarize the most important ways to Contact us briefly summarized. The list will help you to choose the right option immediately and reduce waiting times.
- Telephone030 / 300 1460, Mon-Fri 8-20; Sat-Sun 10-18:30
- 24/70800 / 800 700 1 (with booked option)
- E-mail: [email protected] or contact form
- Malfunction0800 / 599 90 00 for current messages
- Post/FaxPascalstraße 10, 10587 Berlin / 030 / 886 15111
For urgent topics, I first use the Call and thus ensure the fastest response. For topics requiring documentation, I choose the Written form and attach the necessary evidence.
Telephone contact: quickly find the right solution
For urgent questions, I go straight to the Telephone and dial the hotline 030 / 300 1460. You can reach us on weekdays between 8:00 and 20:00, on weekends from 10:00 to 18:30, which gives me a clear overview. Times is available. If I have booked the 24/7 option, I use 0800 / 800 700 1 to get help even at night or on public holidays. Before I call, I have my customer number, domain or contract number ready so that my request can be identified directly. I formulate the aim of the call in one sentence and get straight to the point.
I reduce waiting times by working outside of typical Peak times calls, for example early in the morning. I take notes of conversations so that I can keep track of ticket numbers and commitments. hold on. For more in-depth comparisons of the telephone availability of other providers, this brief overview helps me: Telephone Support Guide. This way, I set expectations realistically and decide whether I prefer to follow up in writing. If I have multiple queries, I ask directly for a ticket so that I can refer to them later.
E-mail and contact form: clarify and follow up in writing
I can reach the service in writing at E-mail to [email protected] or via the contact form on the website. I am happy to document detailed concerns such as contract changes, invoices or legal questions via Messagebecause this gives me a traceable history. I write the customer number and a keyword in the subject line, e.g. "Invoice 07/2025 - customer no. 123456". I make attachments such as log files or screenshots smaller and name them clearly so that they can be processed more quickly. I usually receive feedback within one to three working days.
If I need feedback quickly, I announce in the text a possible Recall and specify a time period. I formulate what I have tested step by step and save the team a lot of time and effort. Queries. This way I increase the hit rate for a solution on the first reply attempt. If there is a parallel phone call, I refer to the ticket number to bring everything together. This saves time and prevents duplicate processing.
Fault hotline and status messages: quickly check what's going on
If I suspect a failure, I first call the Fault hotline 0800 / 599 90 00. There I receive brief status information before I make my own diagnoses. expand. I check my local infrastructure in parallel: DNS, name server propagation, TLS certificate and hosting package status. If the hotline reports an ongoing fault, I save myself additional tickets and wait for the fault to be rectified. If there is no fault report, I document the time, error message and affected domains for further analysis.
A structured audit accelerates the subsequent Editing. I first test with a second device or mobile network to rule out local errors. Then I check the customer menu to see whether blocks, limits or outstanding bills are blocking a service. This sequence increases my chances of clearly narrowing down the cause. This makes it easier for the team to provide targeted help.
Knowledge database and self-service: often the quickest shortcut
The Strato knowledge database provides me with many Step sequences for common tasks - around hosting, domains, SSL, e-mail and servers. I start there when I need instructions or when I want to verify a setup. For e-mail topics, I use additional help such as "Set up Strato Webmail" to compactly explain setup, functions and security. check. This is how I solve many standard cases without waiting. If something remains unclear, I include the article number in my inquiry and save myself lengthy explanations.
I save time by being able to precisely describe and the environment: CMS, PHP version, plugin version, client OS and browser. The clearer this key data is, the quicker the response will be. For recurring tasks, I create small checklists to reduce future errors. This approach is particularly suitable for admins who manage several projects. It also works for beginners because processes become more reproducible.
Social media and community: short paths for information
About Twitter/X and Facebook, I often receive tips when several users report similar observations. I only formulate general comments there Info and don't post any sensitive data. For public responses, I always save a ticket later so that my request can be entered into the system. This method works well for pure status questions or brief queries. For changes to the contract or identification issues, I stick to written direct communication for data protection reasons.
I am aware that social media is not a SLA guaranteed and responses vary depending on the workload. In the event of critical incidents, I continue to use the hotline. For general questions, input from the community can still help. At the same time, I make sure that my statements are reliable and check technical details. This is how I combine speed with reliability.
Mail, fax and formal issues: clean documentation
For formal matters I use the Postal address STRATO AG, Pascalstraße 10, 10587 Berlin. I also send notices of termination or legally significant letters by Fax 030 / 886 15111. I add the customer number, contract number and a clear subject line to every letter. A brief overview of deadlines and desired dates ensures legibility. I archive confirmations of receipt so that I have proof later.
I clearly formulate what should happen: for example, termination of the contract on date X or unblocking of a packages. In the case of powers of attorney and proxies, I enclose the legally required documents. This ensures that processing is carried out without any queries. For time-critical matters, I combine fax and call with a ticket number. This gives me clarity and speed at the same time.
All contact channels at a glance: compact table
So that you can find the right Address faster, I have summarized the most important channels in a table. The information will help you to categorize requests according to urgency and documentation requirements. arrange. Depending on your contract, check whether the 24/7 option is available to you. For status information on outages, it's worth giving the fault hotline a quick call. I use written channels when I need proof.
| Channel | Contact possibility | Accessibility |
|---|---|---|
| Telephone hotline | 030 / 300 1460 | Mon-Fri 8-20; Sat-Sun 10-18:30 |
| 24/7 hotline | 0800 / 800 700 1 | around the clock (with option) |
| [email protected] | Answer in a few working days | |
| Contact form | website | Answer in a few working days |
| Fault hotline | 0800 / 599 90 00 | Status messages |
| Fax | 030 / 886 15111 | at any time |
| Postal address | Pascalstraße 10, 10587 Berlin | - |
| social media | Twitter/X, Facebook | depending on the channel |
| Knowledge database | Help & Support | 24/7 |
I check before dispatch whether all Data and whether attachments are legible. With a short status sentence at the beginning, I make it easier to categorize at first glance. This allows the request to be assigned more quickly. This saves time on both sides. For critical issues, I stay on the phone at the same time.
Choosing the right channel: how to make the best decision
In the event of faults, I rely on the direct Callbecause it gives me immediate clarity. I clarify contractual and invoicing issues in writing so that I have complete Documentation have. If a topic requires testing, I first check it with the knowledge database and document the steps. For public communication, I only use social media for non-critical information. For terminations and similar processes, I do not exchange sensitive data via open channels.
I decide on the basis of urgency, degree of risk and document requirements which Path fits. This sequence allows me to maintain an overview: check status, test self-service, document in writing, speed up by phone. This reduces loops and saves resources. This process helps beginners and professionals alike. In the end, what counts is a quick, comprehensible solution.
Comparison and alternatives: setting expectations correctly
I regularly compare the Availability and response quality of various hosting providers to get a feel for the usual response times. If you want an objective view, you will often find references from testers who assess performance, support availability and contract conditions. For a direct look at the market landscape, the compact comparison helps IONOS vs. Strato. Such juxtapositions sharpen the Decision for new projects. For demanding setups, many experts often name webhoster.de as a strong all-rounder with reliable service.
I make a distinction between strategic Change and acute tickets so that I don't jeopardize current operations. At the same time, I secure backups and check migration paths if a change of provider is conceivable. This allows me to keep an eye on service levels and data integrity. This approach prevents a hectic pace. Decisions are then made on the basis of figures rather than gut feeling.
Practical tips for faster solutions
I start each ticket with a short StatusWhat works, what doesn't, since when, at which step. This is followed by the environment and changes made in the last 24 to 72 hours, such as updates, DNS adjustments or new Plugins. This helps support to narrow down the cause. For logs, I mark the timestamp and relevant lines. This saves detective work on both sides.
For telephone calls, I keep the most important Data at hand and stick to one topic per conversation. I ask for a ticket number and summarize to-dos directly. After the call, if necessary, I send a short confirmation by email with reference to the ticket. This ensures traceability and commitment. This significantly increases the hit rate for a solution on the first attempt.
Identity verification, security and data protection: quick verification
To allow Support to process my request, I make sure that the Identity check quickly. On the phone, I have my customer number, contract or domain details and the contact address registered with the provider ready. In writing, I always use the e-mail address registered in the contract. For substitutions, I add a Power of attorney or the reference to the administrative rights in the customer menu. This helps me to avoid queries about authorization.
I only share the data that is really necessary and black out sensitive passages in attachments if they are not relevant for error analysis. I do not mention customer numbers, invoice data or ID data in public channels. For internal allocation Ticket numbers and clear subject lines significantly more than personal details. This speeds up the check and keeps the communication data-efficient.
Typical scenarios and the best channel
Domain transfer and DNS
I plan sufficiently in advance for domain transfers: I check whether the domain is unlocked and whether the AuthCode is available. For change requests to name servers or DNS zones, I document the desired records (A/AAAA, CNAME, MX, TXT) with TTL details. I will contact you In writingwhen it comes to binding changes or proof (e.g. owner data). If there are acute resolution problems, I call the hotline, describe the affected hosts and then add the following to the e-mail dig/nslookup-extracts. This allows cache or propagation issues to be clearly separated from support.
SSL/TLS and certificate errors
For certificate messages ("invalid", "expired", "incorrect host name"), I document the exact error messageaffected subdomains and the time. I check whether redirects (www/non-www) are consistent and whether the domain points correctly to the target. For pure renewals, I use the self-service; for inexplicable errors, I select the Hotline and then send screenshots plus log information (e.g. certificate chain, SAN entries). This allows support to specifically check whether the certificate has been issued or bound.
E-mail delivery and blacklists
When emails don't arrive or end up in spam, I work in a structured way: I compare the delivery to several recipients, check SPF/DKIM/DMARC-entries and log bounces with a complete error message. I attach header information, because from this Received-path, signature status and filter judgments. If IP or domain listings are suspected, I will contact you In writingI add the bounce codes and make a note of the senders/recipients affected. In the case of operationally relevant failures, I also call and refer to the ticket that has already been created. This combination allows the mail route to be narrowed down more quickly.
Invoices, payments and blocks
For invoice queries, please state the invoice number, period and desired adjustment (e.g. correct VAT ID on the invoice). For payment issues, I briefly describe the chosen method, the time and, if available, reference IDs. If the system reports a LockI first check open items in the customer area and clarify any discrepancies in writing. If services are acutely blocked, I combine the call and email so that Support can check the unblocking at the same time and I have a confirmation in the documentation.
Contract changes, termination and terms
When I change packages, I write down my goal clearly: more performance, more storage, additional domains. I ask for Effects term, price and resource limits. I formulate notices of termination clearly with the date and contract number concerned and choose a documented channel (e-mail/fax/post). I request a written confirmation and archive them. This keeps the history clean and prevents misunderstandings, for example about deadlines or remaining terms.
Escalation and follow-up: when things get stuck
If a ticket gets stuck, I follow up briefly after 48-72 hours, reference the ticket number and add new information. I stay factual and ask whether additional tests or protocols will help. In the event of repeated delays, please contact an internal Passing on to the specialist team or the team leader. It is important not to open parallel cases without reference - this costs time and distributes information.
I use a clear subject structure ("Request for ticket #12345 - SSL for domain.de") and put a one-liner summary at the beginning. This increases the chance that the issue will be prioritized correctly. If the issue is business-critical, I communicate this fairly and explain the impact and timeframe. On completion, I thank them briefly and note the solution in my own Knowledge repositoryso that I can solve similar cases more quickly in future.
Checklists and templates
Checklist before the call
- Customer number, contract/domain details at hand
- One-liner goal of the conversation formulated
- Error pattern, time, affected systems noted
- Relevant tests carried out (second device, other browser/client)
- Prepare ticket number and call notes
Checklist for faults
- Call the fault hotline and check the status
- Check locally (network, DNS cache, mobile network)
- Customer area: parcel status, limits, open items
- Log error times, domains, affected services
- Create ticket with precise summary if required
Short template for an e-mail to support
Subject: [Subject] - Customer no. [123456] - [Domain/Contract]
Hello support team,
Short description: [What does not work? Since when? At which step?]
Environment: [CMS/version, PHP version, client OS/browser, mail client]
Tested so far: [Steps, results, comparison on second device/mobile network]
Attachments: [Screenshots/Logs meaningfully named]
Urgency: [e.g. business-critical/appointment X]; callback possible at [phone number, time slot].
Many thanks and best regards
For agencies and teams: clean organization
If several people submit tickets, I define a Central contact address and clear responsibilities. I create short internal guidelines (subject format, ticket filing, naming conventions for attachments). For customer projects, I work with written Approvals or powers of attorney so that support does not have to check authorizations every time. I document changes to live operation with the time and person responsible - this makes subsequent analyses easier.
I keep roles clearly separated: who is allowed to change contracts, who is only allowed to change technology, who is only allowed to change invoices? In this way, I avoid queries and speed up decisions. For handovers, I make a note of the Ticket numbers and the status of the project so that colleagues can take over seamlessly. This discipline noticeably saves time in day-to-day business - especially with several parallel projects.
Accessibility, language and accessibility
I make sure that communication low barrier clear language, short sentences, unambiguous file names and easy-to-read screenshots. If necessary, I switch to the language in which I can express myself most confidently from a technical perspective and keep technical terms consistent. If certain time slots fit better (e.g. outside of deployments), I proactively announce this and thus increase the chance that we can reach each other quickly.
For longer analyses, I offer targeted Time window (e.g. maintenance window) so that measurements and tests can be carried out without interruptions. This significantly shortens the loop between queries, reproduction and solution - especially in the case of errors that only occur sporadically.
Compact conclusion
With a clear overview of Contact channelstimes and best practices, you'll find a solution quickly at Strato. Depending on the urgency, I decide between hotline, written request and self-service in the Knowledge database. In the event of failures, I first check status messages and then narrow things down properly. For formal issues, I use documented channels such as e-mail, fax or post. This keeps the service case under control - from the first step to the final confirmation.
