About the cyber attack

Modified on Wed, 17 Aug 2022 at 04:18 PM

TABLE OF CONTENTS

What is the cause of the malfunction?
How could this happen?
What is the best way to reach ista now?
Were the relevant authorities informed in time?
What customer data is published?
What should I personally do to protect my data?
Do I have to do anything as a customer?
Are the agreed deadlines of the service employees met?
Do I still pay for the service even though it may not have been provided
What happens to my request with which I have already contacted ista since Monday 25.07.2022?
What do I have to do now as a user of the customer portals?

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What is the cause of the malfunction?

ista has been the victim of an external cyber-attack, where an unauthorized, malicious third party has gained access to our IT systems.

As an immediate measure and to help prevent damage to our IT infrastructure, all potentially affected IT systems of the company have been taken offline. As a result, you will temporarily be limited or unable to use certain functions and services. We are very sorry for the inconvenience that this may cause you and ask for your continued patience as we try to resolve the issue.

How could this happen?

Despite the existing security measures in companies, the number of cyber-attacks is increasing extremely in Germany and internationally. So, despite comprehensive security measures, any company can become the victim of cyber-attacks. We regret the inconvenience this has caused and are also taking this attack as an opportunity to review our existing security measures once again to prevent similar attacks in the future.

What is the best way to reach ista now?

A request can be submitted via our customer platform and we are also reachable via our phone number 02 523 40 60.

Were the relevant authorities informed in time?

After becoming aware of the cyber-attack, we immediately informed the relevant authorities and filed a criminal complaint.

What customer data is published?

At the moment, we do not yet know what data the attackers actually obtained or what data they accessed. We are currently analyzing which data is affected by the cyber-attack. All the latest information on the status of the work and answers to the most important questions can be found here on our website, which we update as soon as there is anything new.

What should I personally do to protect my data?

Delete suspicious emails from unknown senders. Never open links or file attachments contained in such emails.

As a precaution, change all passwords that you use in connection with ista online services. Change your passwords for other online services as well if you have used the same login data there. We recommend that you use an individual secure password for each online service.

Do I have to do anything as a customer?

For your own safety: delete suspicious emails from unknown senders. Never open links or file attachments contained in such emails.

Are the agreed deadlines of the service employees met?

You can still send your cost form to us for setting up the billing, we will try to relaunch the activities as soon as possible. Interventions are put on hold until our services are back online. Other requests can be send to us and we will do our best to treat your request as soon as possible. We are sorry if a service appointment was not carried out in the past few days after the disruption to our IT systems.

Do I still pay for the service even though it may not have been provided

You can find all information about this in our General Terms and Conditions.

What happens to my request with which I have already contacted ista since Monday 25.07.2022?

Thank you for submitting your request. If you submitted your request by email and received a message that this message could not be delivered (please check your inbox and also your spam/junk folder) we would like to ask you to resend us your mail. If you did not receive an error message, it is not necessary to contact us again. As soon as the error is fixed, you will receive a confirmation about the receipt of your request as usual. Please understand that this will be delayed.

What do I have to do now as a user of the customer portals?

We are working at full speed to resolve the technical issues in order to be back for you as soon as possible. It is currently not possible for us to predict a fixed date for the return of our services. As soon as we are available again via our portal functions, we will inform you about it here. We ask for your understanding for the inconvenience.