Something is down right now.
An emergency is anything that stops your business from working: nobody can log in, your files are locked, the email or the phones are dead. Leave your name and your number and a person calls you back.
Your request reaches the person on duty as soon as you send it.
- Your name and your number is all we need to start.
- Tell us what stopped working, and since when, once we have you on the phone.
- We work in English and in French.
What counts as an emergency
Nobody can log in.
Your team is standing at their desks and the computers will not let them work.
Your files are locked.
A file will not open, or a message on the screen asks for money to unlock it.
The email or the phones stopped.
Messages stop arriving, or the office line rings out.
Someone got in.
A password stopped working, money moved, or a message went out that nobody wrote.
When we answer
Your request goes straight to the person on duty. During our working hours a person calls you back, usually within the hour. Outside those hours your request sits at the top of the queue and gets the first call of the next working day.
While you wait for the call
Leave the computer on. Pull out the network cable, or switch off its Wi-Fi.
That stops the problem spreading while the machine keeps the evidence we need.
Keep your money.
A ransom message is a negotiation you should never open on your own.
Write down what you saw and when.
The first screen, the first minute, the first person who noticed. It shortens the fix.
The office is closed and the lights are low. Your request is already with the person on duty.
If it can wait until tomorrow
Ask for a callback on the contact page, or book the free infrastructure audit and we will tell you what you actually have.
Either way, your request lands with the person on duty.
A person calls you back the same business day, usually within an hour.