IT emergency?
DEEN

IT emergency

IT emergency: reach Silvra directly

Stay calm. This is how you reach Silvra with an acute technical or security problem with Silvra Messenger and other Silvra services.

What is it about?

Messenger account or device affectede.g. device lost, suspected unauthorised accessSilvra service downe.g. sign-in or delivery does not workVulnerability in Silvra foundreport privately, do not publish

Prepare an emergency report

Your answers are put together into an email to alert@silvra.net that you send from your own mail program. This page transmits nothing.

Report template

Copy these questions into an email to alert@silvra.net and answer them – or use the link that already contains them.

What is it about (account/device, service outage, vulnerability, other):
Observation:
Since when:
Still ongoing:
Affected (device, app version, service):
Name / organisation:
Call-back number:
Safe channel back:

Open email with template

First steps

Following the BSI’s IT emergency card and checklists. Made to be printed.

For everyone

  1. Stay calm and do not act rashly.
  2. Stop working on the affected device or system and report the incident internally at once (IT staff, data protection officer, management).
  3. Document what you observe: what, when, where, which system? Take photos of on-screen messages.
  4. Take further measures only after consultation.

For users of Silvra Messenger

  • Device lost or stolen: on another signed-in device, sign the lost device out under Profile › Active devices. Also lock the phone through your Android account.
  • Suspected unauthorised access, or someone pretending to be you: warn your contacts through another channel and tell Silvra.
  • Never pass on recovery codes or keys – not to Silvra either.

For IT staff

  1. Disconnect affected systems from the network and the internet. Do not shut the device down or switch it off if a technical analysis is planned.
  2. Do not sign in with administrator or other privileged accounts on possibly infected systems.
  3. Stop backups, disconnect them and protect them.
  4. Treat credentials stored or entered on affected systems as compromised; change passwords from a clean device and check two-factor sign-in.
  5. Use virus scanners or clean-up only after securing evidence if criminal charges are an option.
  6. Check reporting duties: a personal data breach generally has to be reported to the data protection authority within 72 hours (Art. 33 GDPR).

Found a vulnerability? Do not publish it and do not test with other people’s accounts or data – Report a vulnerability

Following the BSI’s IT emergency card and checklists – links under “Further help”.

What happens after your report

We read every report in person and answer through the channel you give. We do not commit to a fixed response time.

Further help

  • In a life-threatening emergencyCall 112
  • BSI Service Center (Germany): 0800 274 1000Hours at the BSI
  • Digital first responders in the BSI’s cyber security networkCyber security network
  • For companies: the BSI’s checklist for an IT security incident (German)Checklist
  • Qualified incident response providers (BSI lists, German)Providers
  • The BSI’s IT emergency card (original)IT emergency card

Not an emergency?

For general questions: info@silvra.net · Contact

This service does not replace an emergency call or a contracted IT security provider.