Uhhh... that's bad. Real bad, for both sides.

I can totally understand Hetzner for just forwarding abuse complaints to the client (for root servers, the hoster usually has no "emergency ssh keys"), so the faster the original owner of the server can boot out the hacker, the better. At least it's better than disconnecting the customer from the internet entirely, especially as "haxx0ring" a server is damn easy these days, given the numbers of aged Wordpress installs alone. Also, a server owner who knows his server can support me as a hacking victim better than the hoster support who often knows nothing about configuration details, OS, disk encryption etc. on the server.

But I also understand EFNet, that their emails got blindly forwarded is bad, too...