Something is not working. Here is how to reach us.
Incident reporting and day-to-day operations
This page is for existing clients. It says how to reach us, what we need for a report, and how to tell which urgency your incident carries — so you do not have to guess whether your case counts as urgent.
Three routes, in this order
Which one is right depends only on how urgent it is:
Phone
+41 78 354 30 93For anything that has stopped the business right now: nobody can reach mail or data, a server is not answering, an attack is suspected. Call, do not write.
For anything that has to be resolved today or tomorrow but not this minute. A device has a problem, an access is missing, a program is behaving oddly.
Planned changes
A new joiner, a new device, a leaver, a move, new software. Please tell us in advance — a Monday-morning start with no notice costs everyone involved the morning.
What we need in a report
Four details, and the follow-up question disappears:
- Who is affected — one person, one department, everyone?
- What exactly happens, quoting the error message if there is one
- Since when, and what changed last
- Whether there is a way to keep working — that decides the urgency
How we classify urgency
Not by volume, but by what has stopped:
Business stopped
Several people cannot work, a central system is unreachable, or a security incident is suspected. We start immediately and get back to you even before we know the cause.
Business restricted
One person or one function is blocked but there is a way around it. We handle it the same working day.
Annoying, not blocking
Something is slow, ugly or awkward. We collect these and solve them together — which is faster than one at a time.
Planned
Joiners, leavers, procurement, moves. Scheduled by arrangement, with notice.
If you suspect an attack
If a message looked odd and somebody clicked, or if files have suddenly become unreadable:
- 1Report it immediately — especially if you are unsure whether anything happened
- 2Do not shut the affected machine down; disconnect it from the network
- 3Delete nothing and change no passwords before we have spoken
- 4If payment details were changed: stop the payment, then report it
A click that gets reported is an incident. A click kept quiet out of fear of the conversation becomes damage. Reporting never earns a reprimand here.
Not a client yet?
This page is for ongoing engagements. If you are looking for an IT partner who is reachable when something breaks, the strategy call is the right place to start.