Not the experience I've had with Hetzner (been with them for 5+ years), basically all responses have been within a day, 2 at most. Although their servers have been pretty reliable so I haven't had to contact them much.

That's not our experience. We're using Hetzner servers for 6 years and we not have any problem with their support.

My firend's experience has been the same. We've had issues where our wordpress instance was exploited and we got kicked off the network.

Also, we've had issues where there was a upnp connection open and we got kicked off the network for that as well.

In those cases it took days for them to get back via email, and then they struggled to open up a channel which we could resolve the issue and get it compliant.

Also, we've had situations where there was maintenance but no update that it was going on.

They have a phone number