Question 1

Do you offer Proxmox support for existing clusters not built by OutaCloud?

Accepted Answer

Yes, absolutely. A significant part of our business is supporting existing infrastructure. Whether you built the cluster yourself, inherited it from a previous admin, or worked with another provider—we provide expert support for any Proxmox VE environment, regardless of where it is hosted (Hetzner, OVH, On-Premise, etc.).

Question 2

What is the difference between an OutaCloud Support Plan and the official Proxmox Subscription?

Accepted Answer

The official Proxmox Subscription mainly provides access to the Enterprise Repository and stable updates. OutaCloud goes much further: We are your active system administrators. While the subscription gives you the software, we actually log in, fix configurations, solve boot issues, optimize Ceph, and manage upgrades. We are the "hands-on" help that the software subscription does not cover.

Question 3

Do you support Proxmox Backup Server (PBS) and Proxmox Mail Gateway (PMG) as well?

Accepted Answer

Yes. We view the Proxmox ecosystem as a whole. We support Proxmox Virtual Environment (VE) for compute, Proxmox Backup Server (PBS) for your backup strategy, and Proxmox Mail Gateway for email security. We ensure these components talk to each other correctly and reliably.

Question 4

Can you help with "Home Lab" or small business setups?

Accepted Answer

We focus primarily on business and enterprise environments where uptime is money. However, we do support smaller business setups (Single Node or 2-Node Clusters). For purely non-commercial "Home Labs," our hourly rates apply, which may be higher than typical consumer budgets. For ongoing support, check out our Proxmox Monitoring service.

Question 5

I have a critical outage (Cluster Down). Can you help immediately?

Accepted Answer

Yes. For emergencies, please use our "Request Support" form and mark it as critical. We prioritize "Cluster Down" scenarios. We can usually jump on a call or remote session within a very short time to diagnose the issue, even if you are not an existing retainer client (subject to availability and ad-hoc rates).

Question 6

Do you support complex storage setups like Ceph and ZFS?

Accepted Answer

Yes, this is our core expertise. Ceph and ZFS are powerful but can be fragile if misconfigured. We help with rebalancing Ceph placement groups (PGs), replacing failed OSDs, fixing degraded ZFS pools, and optimizing storage performance (caching, compression) to prevent bottlenecks.

Question 7

My Proxmox cluster has lost Quorum. Can you fix it?

Accepted Answer

Quorum loss is a common issue in HA clusters, often due to network partitioning or node failure. We can help you manually recover the quorum, edit the corosync.conf safely, and bring your cluster back to a healthy state without data loss.

Question 8

Can you handle major version upgrades (e.g., Proxmox VE 7 to 8)?

Accepted Answer

Yes. Major version upgrades carry risks (especially with Ceph). We perform a full audit of your system first, back up critical configurations, and then execute the upgrade step-by-step. We ensure that your hardware and deprecated configurations do not cause a boot failure after the reboot.

Question 9

Do you offer regular patching and maintenance?

Accepted Answer

Yes. With our Managed Service Plans, we take over the responsibility for keeping your system secure. We schedule regular maintenance windows to install security patches for the hypervisor and the underlying Debian Linux OS, ensuring your system is always protected against vulnerabilities. See our Proxmox Monitoring for details.

Question 10

Can you audit our existing setup for security and performance flaws?

Accepted Answer

Absolutely. We offer a "Health Check" service. We review your network configuration (bridges, bonds, VLANs), storage health, firewall rules, and HA settings. You receive a detailed report with actionable recommendations to improve stability and performance.

Question 11

How do you access our infrastructure?

Accepted Answer

We use secure, industry-standard methods. Typically, we require SSH access (via Key Auth) or access via a secure VPN (WireGuard/OpenVPN). If you use a customer portal or jump host, we can adapt to your security policies. We never ask for passwords; we only use SSH Keys.

Question 12

Is it safe to give an external provider root access?

Accepted Answer

Trust is essential. OutaCloud is a German company bound by strict GDPR and data privacy laws. We sign a Data Processing Agreement (AVV) and an NDA with you. All our actions are logged. We recommend creating a specific personalized admin account for us or using SSH keys that can be revoked at any time after the support case is closed.

Question 13

Do you also help with the VMs inside Proxmox (Windows/Linux)?

Accepted Answer

Our primary focus is the Proxmox Host (Infrastructure Layer). However, we often assist with VM-level issues related to virtualization, such as installing VirtIO drivers, disk expansion, or bootloader issues. For deep OS-level administration (e.g., configuring an Apache web server inside a VM), we can offer support on a case-by-case basis.

Question 14

What is your pricing model: Hourly rates or monthly retainers?

Accepted Answer

We offer both: Ad-Hoc Support is billed by the hour for specific incidents or one-time fixes (ideal for emergencies or occasional help). Managed Support Plans offer a fixed monthly fee that includes monitoring, updates, and a guaranteed response time (SLA). Ideal for businesses that need peace of mind. Learn more about our Proxmox Monitoring or contact us for details.

Question 15

Is there a minimum charge for support tickets?

Accepted Answer

For Ad-Hoc support, we typically charge a minimum of one hour. After that, we bill in fair 15-minute increments. This ensures we can dedicate the necessary time to properly document and solve your issue.

Question 16

How do I pay for support?

Accepted Answer

We accept standard payment methods including bank transfer and credit card. For emergency support for new clients, we may request an upfront payment or immediate credit card authorization to begin work instantly.

Question 17

What information do you need to start solving my problem?

Accepted Answer

Ideally, fill out the form with: Number of Nodes & Proxmox Version, Storage Type (ZFS, Ceph, LVM), a brief description of the error (or error logs), and whether it is a production-critical outage. The more details you provide in the "Describe your request" field, the faster we can help.

Question 18

Do you offer 24/7 support?

Accepted Answer

Our standard support hours are business hours (CET). However, for clients on our Enterprise Managed Plans, we offer 24/7 on-call availability for critical P1 incidents (System Down). Please contact us to discuss an SLA that fits your business needs.

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