We are there for you when your IT causes Problems!

Here you find the contact details for IT support and urgent cyber security issues.

IT support and urgent cyber security issues

The fastest way to reach us

Our support staff is dedicated to helping our customers quickly and easily so that they can continue their work without interruption.

IT support contact

Therefore, don't waste too much time looking for a solution on your own - we are here to help you!

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!

Take action immediately if you feel you have been the victim of a cyber attack. Every minute can count. Call our special emergency number or write to our cyber email.

What you can do

These are your possibilities in case of a suspected cyber incidence:

What we can do for you

If you report a suspected cyber attack to us, we will take action immediately.

Information we need from you

Please have the following information ready when you contact us:

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

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Supplementary services of the Datalynx Group