Customers on the Complete plan
Around the clock, including weekends and public holidays
Call the support hotline and have your customer PIN ready. Outside business hours, we only handle calls with a valid PIN.
IT Emergency
Attack or outage?How to get help.
Here you will find how to reach us in an emergency and what you can do yourself in the meantime so that the damage does not get worse.
How to reach us in an emergency
Customers on Basic and Standard
Mon to Fri, 8:00 to 18:00
Call the support hotline. If your business is down, we respond within 4 hours on the Basic plan and within 2 hours on the Standard plan.
Without a managed IT contract
Mon to Fri, 8:00 to 18:00
In an acute security incident, we help first and bill afterwards based on time spent, at hourly rates from €85 per hour.
You receive your customer PIN when your managed IT service starts. We ask for it on every emergency call so that nobody can request access or changes in your name.
What you should do immediately
- 1
Disconnect affected devices from the network
Unplug the network cable and switch off Wi-Fi. Leave the devices themselves switched on, because the running system holds traces that help with the investigation.
- 2
Do not delete or reinstall anything
Leave suspicious files and emails where they are as well. We need them for the analysis.
- 3
Do not pay a ransom
Do not reply to extortion messages and do not pay anything before you have spoken to us.
- 4
Change passwords from a clean device
If credentials could be affected, change them from a device that is not affected.
- 5
Write down what happened
Note what was noticed, when and on which devices. This saves a lot of time during the investigation.
Keep reporting obligations in mind
If you fall under NIS2, you must report a significant security incident to the Federal Office for Information Security (BSI) as an early warning within 24 hours. If personal data is affected, the GDPR sets a 72-hour deadline for reporting to the data protection authority. We help you prepare the reports.
FAQ
Frequently asked questions
Is the emergency hotline available around the clock?
For customers on the Complete plan, yes, with a customer PIN. Everyone else can reach us Monday to Friday from 8:00 to 18:00.
Do you also help if we are not yet your customer?
Yes, during our business hours. In an acute security incident, we help first and bill afterwards based on time spent.
How much does an emergency call-out cost?
Whatever is included in your plan costs nothing extra. Beyond that, the hourly rates and surcharges listed on our pricing page apply.
Why do you ask for a PIN?
So that nobody on the phone can reset access or request changes in your name. You receive the PIN when your managed IT service starts.
Do I have to report an attack?
Under NIS2, yes: a significant incident must be reported to the BSI within 24 hours. If personal data is affected, the GDPR requires a report within 72 hours. We support you with this.
IT Emergency
Rather be prepared in advance?
With a Security Assessment, we find vulnerabilities before they turn into an emergency.