We are there for you when your IT causes Problems!
Hier finden Sie die Kontaktangaben für IT Support und Cybersecurity SOS.
IT-Support und dringende Notfälle
Für Support und Cybersecurity SOS: So erreichen Sie uns am schnellsten
Unsere Support-Mitarbeitenden haben sich zum Ziel gesetzt, unseren Kunden schnell und unkompliziert weiterzuhelfen, damit sie ihre Arbeit möglichst ohne Unterbrechung weiterführen können. Bei Verdacht auf Cybersecurity Notfällen reagieren wir besonders schnell. Nutzen Sie dafür unsere speziellen Kontaktkanäle.
IT support contact
Support und Cybersecurity: Verlieren Sie nicht zu viel Zeit damit, alleine nach einer Lösung zu suchen – Wir sind dafür da, Ihnen zu helfen!
Meeting or exceeding our SLAs is our ultimate goal.
We set very high standards for ourselves. That's why we do everything we can to fulfill the services set out in our Service Level Agreements:
We aim to resolve over 80% of our support requests immediately on 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 three support levels in different performance levels
The right contact person with the suitable know-how for every problem
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
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
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?
Emergency
It's urgent. Contact us immediately!
What you can do
These are your possibilities in case of a suspected cyber incidence:
- Employees of a company that uses Primetrack's IT support, contact our 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
If you report a suspected cyber attack to us, we will take action immediately.
- 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.
Information we need from you
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?
You are not our customer yet?
You would like to know more about our support offer?
I will gladly take time for you.
Stephan Fredrich
CEO Primetrack AG
