Hetzner in South Africa suffers from a huge amount of downtime. I've hosted with them for a year now and at least twice a month they have some type of problems. Some of the excuses I've heard over the past year:
1. An technician uploaded a script to our routers which denied all traffic.
2. Our UPS's failed x 2
3. Our generators failed x 3
They generally have some lame excuse and very little apology is ever issued.
If you need a site hosted, Hetzner should be ok, but if you're a business that generates most of your turnover from your website / hosting - stay away from Hetzner like the plague!
1. US and EU timezones are significantly different.
This is a real fact the timezones from US to EU are significantly different all datacenters have more techs during the day then during the night, this is something normal i however don't think this would do much difference to anyone since support is 24/7 in must europe hosts.
2. Most only offer support within business hours, with only less than 5 on 24/7 only for emergencies.
I have never had any experience with hetzner itself, well i had but was only during 1 month and i can't say anything bad about it. But allot of hosting company's use hetzner servers for VPS's, etc and i have never seen them saying anything bad about hetzner. I think that you are completely wrong when you say that europe company's only offer support during business hours, i have had servers with Leaseweb before for 6-10 months and i have had reply's on sunday's at 1am in.. 10 mins ( example of europe company ).
3. They cut support out from the budget and give rock bottom prices to attract customers.
Europe company's might cut a bit in support, and i think that USA company's care more about costumers and support but there is no significant difference, hetzner haves its own way to do things, the rep of hetzner explained how they do this prices, and you should have a look at his post.
They went down yesterday. A call to their number (when you got through) got a pre-recorded message and then the call was disconnected.
Here is the explanation from the email they sent out:
Network connectivity to JNB1 and JNB2 Data Centres has been fully restored. A configuration error occurred while making preparations for a planned network upgrade. We are investigating why this change would have affected our live environment. We sincerely apologise for the inconvenience caused to our customers.
The first time I read that message, I thought it was a joke. When a whole data center goes down during working hours, that's a huge thing for any hosting company.