Complete plan clients
24/7, including weekends and holidays
Call the support hotline and have your client PIN ready. Outside business hours we only act on calls with a valid PIN.
IT emergency
Attack or outage?Here's how to get help.
This page shows how to reach us in an emergency and what you can do yourself in the meantime to keep the damage from growing.
How to reach us in an emergency
Basic and Standard clients
Mon to Fri, 8 am to 6 pm local time
Call the support hotline. For an outage we respond within 4 hours in the Basic plan and within 2 hours in the Standard plan.
No managed IT contract
Mon to Fri, 8 am to 6 pm local time
In an active security incident we help first and bill afterward based on time spent, at hourly rates from $165.
You receive your client PIN when your plan starts. We ask for it on every emergency call so nobody can request access or changes in your name.
What to do right now
- 1
Disconnect affected devices from the network
Unplug the network cable and turn off Wi-Fi. Leave the devices powered on, because the running system holds traces that help the investigation.
- 2
Don't delete or reinstall anything
Leave suspicious files and emails where they are. We need them for the analysis.
- 3
Don't pay a ransom
Don't reply to extortion messages and don't pay anything before you have talked to us.
- 4
Change passwords from a clean device
If credentials may be affected, change them from a device that is not affected.
- 5
Write down what happened
Note what you noticed, when, and on which devices. This saves a lot of time in the investigation.
Keep reporting duties in mind
Depending on your industry and the states where your customers live, you may have to report an incident. Every state has a data breach notification law. HIPAA covered entities must notify affected individuals without unreasonable delay and no later than 60 days after discovering a breach of unsecured health information. Financial institutions under the FTC Safeguards Rule must notify the FTC no later than 30 days after discovering an unauthorized acquisition of unencrypted customer information involving at least 500 consumers. You can report cybercrime to the FBI through the Internet Crime Complaint Center (IC3). Your legal counsel decides which duties apply. We help you gather the facts for the reports.
FAQ
Frequently asked questions
Is the emergency hotline available 24/7?
Yes for Complete plan clients, with their client PIN. Everyone else can reach us Monday to Friday, 8 am to 6 pm local time.
Do you help if we're not a client yet?
Yes, during our business hours. In an active security incident we help first and bill afterward based on time spent, at hourly rates from $165.
What does emergency help cost?
Anything included in your plan costs nothing extra. Beyond that, the hourly rates and surcharges on our pricing page apply.
Why do you ask for a PIN?
So nobody can call in your name and reset access or request changes. You receive the PIN when your plan starts.
Do I have to report an attack?
It depends on your industry and the data involved. State breach notification laws can require notice to affected people and sometimes the state attorney general. HIPAA covered entities must notify affected individuals within 60 days of discovering a breach. Financial institutions under the FTC Safeguards Rule must notify the FTC within 30 days if unencrypted customer information of at least 500 consumers was acquired without authorization. Your legal counsel decides what applies. We help you document the incident for the reports.
IT emergency
Rather be prepared?
A security assessment finds weak spots before they become an emergency.