Switching providers & data export

Your right to switch and to export data

Under Chapter VI of Regulation (EU) 2023/2854 (Data Act) you may at any time require us to support your switch to another provider or to your own infrastructure and to provide your exportable data in a structured, commonly used and machine-readable format. This right applies to all customers, whether consumers or businesses. Your data remains yours; we do not use it for our own purposes.

Time limits

Notice period for a switching request: no more than two months. This period starts when your request is received; the transitional period follows.

Transitional period: no more than 30 days. During this period we transfer the data or make it available for retrieval and ensure business continuity. If this is technically unfeasible within 30 days, we will notify you within 14 working days, giving reasons and an alternative transitional period (no more than seven months).

Retrieval period: after the switch is completed you can retrieve your data for at least 30 days. We then delete the data unless statutory retention obligations apply, and confirm the deletion to you.

The existing contract ends upon successful completion of the switch or at the end of the retrieval period. Fixed terms and minimum contract periods do not prevent a switching request.

Exportable data and formats

We provide the following data in open, commonly used formats. On request we transfer it directly to the new provider where it offers a suitable interface.

Customer and contract data: JSON (available at any time in the customer portal under "Data export")
Web space, files and configurations: TAR/ZIP archive, transfer via SFTP/rsync
Databases: SQL dump (MySQL/MariaDB, PostgreSQL)
Mailboxes: IMAP transfer, mbox or EML
DNS zones: zone file (BIND format); domains: auth code for the transfer
Virtual servers: disk image (qcow2/raw) or file system archive
Invoices and receipts: PDF

Charges

The standard data export in the customer portal is free of charge. For switching support we charge, until 11 January 2027, no more than the costs directly incurred by us through the switch; from 12 January 2027 no switching charges apply. We will inform you of any costs before the transitional period begins.

How to request a switch or export

Use the form below or write to the e-mail address given. You will immediately receive an acknowledgement of receipt with a reference number. We will contact you within five working days with the plan (schedule, formats, transfer method) and agree the details with you.

Contact for switching