We are here for you!
Contact for support and cyber security
How to reach us
Our support staff is dedicated to helping our customers quickly and easily so that they can continue their work without interruption.
Therefore, don't waste too much time looking for a solution on your own - we are here to help you!
We set very high standards for ourselves. We therefore do everything in our power to fulfill the services set out in our Service Level Agreements :
- We aim to resolve over 80% of our support requests immediately during the 1st contact.
- We try to answer every call within 30 seconds.
- Our goal is to provide you with a solution within 60 minutes.
Our support services are divided into three different performance levels:
1st level support
1st level support
This is the first point of contact for all concerns. Our competent employees in 1st level support handle typical and easy-to-solve service desk cases such as resetting passwords, managing authorizations or installing applications. More difficult requests are forwarded to 2nd or 3rd level support.
2nd level support
2nd level support
The employees of this 2nd support level take on somewhat more complex issues. These include software and connection problems, computer crashes or troubleshooting. For other cases that require more time and whose solution is very demanding, our 3rd level support is responsible.
3rd Level Support
3rd Level Support
This is where our specialists and experts for particularly complex and time-consuming cases work, each of whom is responsible for very specific areas and develops individual solutions for you.
Suspected cyber attack?
Take action immediately if you feel you have been the victim of a cyber attack. It's urgent!
What you can do:
- If you are an employee of a company that uses Primetrack's IT support, please contact support hotline or our special email address for cyber emergencies immediately
- If you are affected as a private individual, contact your IT service provider or the police immediately.
What we can do for you:
- When an emergency occurs, we can help you with malware infections, hacker attacks, and digital fraud.
- We can contain the damage and its spread, and prevent consequential harm.
- We can determine the cause and eliminate it.
- We can help you to restore the normal state.
Please have the following information ready when you contact us:
- When exactly did the cyber attack occur, or when did you become aware of the potential attack?
- How did you come across it?
- To your knowledge, have any documents, servers or backups already been made inaccessible to you, or encrypted?
- How do you assess the extent/impact of the attack?
- Has anything already been done to stop the cyber attack or isolate the problem? If so, what?
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