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365/24/7 by your side
secunet cloud support
Our mission is to ensure that you are successful and satisfied with our products and services - even in the event of a service interruption. Our support team offers you fast and professional assistance and won't let you down.
* You can reach us Monday through Friday (except on Berlin holidays) from 9 a.m. to 5 p.m.
How do I report a problem?
Please report any issues to us by submitting a ticket.
You can also reach us on weekdays (excluding public holidays in Berlin) between 9:00 a.m. and 5:00 p.m. at the following phone number: +49 30 233 2012 30.
How do I report an emergency?
Please report an emergency to us by submitting a ticket.
Outside of business hours, you can reach us via the emergency hotline at +49 30 609 89 22 11 (voicemail).***
*** Depending on your contract, charges may apply
Why can't I see tickets once my service provider has created them?
- Tickets are assigned based on the requester's organization.
- A user can be assigned to one or more organizations.
- The visibility of tickets is controlled by the user's organizational affiliation.
- The assignment of a ticket’s requester and organization—and thus the ticket’s visibility—can no longer be changed once the ticket is closed (3 days after the ticket was marked as “resolved”).
For example, if your agency creates a ticket for you on secunet cloud, the organization of the ticket creator is automatically set—in this case, the agency. Unless, when creating the ticket via https://helpdesk.syseleven.de/, the appropriate selection is made in the “Organization” drop-down menu. Only then can you view (and edit or comment on) the ticket.
A user’s membership in multiple organizations—for example, multiple secunet cloud hosting customers—can only be configured on a case-by-case basis. Please contact us if you’d like to set this up.
Please also note that a user’s membership in your organization grants them visibility into all of your tickets.
Selecting a Client Organization - For Agencies and Partners
If your user account in our ticket system belongs to an agency that works on behalf of one or more clients, it is essential that you ensure you create tickets under the correct organization—that of the client. Only then can the client, who in most cases pays the invoices for our work, view all tickets and verify that they have been billed correctly.
Selecting an Organization via the Front End
When creating a new ticket via the front end, please select the customer’s organization in the “Organization” field. The organization will then be set for the ticket.
Selecting an Organization When Creating a Ticket via Email
When you conveniently create a ticket via email, we recommend clearly indicating the customer’s name in the subject line. For example:
Customer Name: Ticket Subject
Our technicians will then set the organization correctly.
How can I get notified about all new tickets in my organization?
There is often a need for more than just the creator of a ticket to be notified when a ticket is created. The software solution used by secunet cloud offers a simple way to do this.
To enable notifications for all tickets created within your company’s organization:
- Log in to the secunet cloud Helpdesk.
- Click on your name in the upper-right corner to open the dropdown menu.
- There, click on “My activities” (English) or “Meine Aktivitäten” (German).
- On the new page, click on “Organization requests” (English) or “Organisationsanfragen” (German).
- There you’ll see all requests created for your organization. If you belong to more than one organization, you can select the relevant organization from the “Organization:” dropdown menu.
- To be notified of all new tickets, select the appropriate organization and click the “Follow” button; you’ll then be notified of every new ticket.
How are the secunet cloud systems performing?
You can easily check this yourself on our status page. There you’ll find an overview of all systems, including their current status and any current or past incidents.
Everything is green, but I’m still having problems…
If you ever encounter problems and the status page shows all systems as operational, we’re here to assist you personally as usual.
You’ll find our contact information at the top of this page.
How do I send confidential information?
In general, we want to keep your confidential information confidential—
that’s why we’ve developed https://secrets.syseleven.de/ to give everyone the opportunity to do so.
How do I use the system?
- Go to the website https://secrets.syseleven.de/.
- There, you can enter your secret in the text field, and it will be encrypted with a single click. You’re welcome to protect the text field with a separate password.
- A link to your secret is generated and can be accessed exactly once. Any subsequent attempts to access it will result in an error.
- Once the link has been accessed, it is discarded.
Why should I use it?
Secrets are usually login credentials, such as passwords. These should never be transmitted in unencrypted form to prevent eavesdropping attacks, for example.
Get started with the secure cloud now
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