Critical IT issue right now? Senior ICT Shift engineers respond within hours for ransomware, outages, data loss and business-critical incidents.
When a critical IT issue strikes, every minute costs money. We handle breaches, outages, failed backups, cryptolocker incidents and ransomware recovery with senior engineers, across on-prem, cloud and hybrid environments.
Prepaid support hours cost €120 for 1 hour, €570 for 5 hours, or €1,080 for 10 hours. Emergency support is charged at double time: each actual hour uses two hours from your balance, and at least two hours must be available in FluentBoard before emergency work starts. All prices exclude VAT. Our handling follows NCSC incident response guidance.
A ransomware attack, a failed backup, a compromised email account or a network outage doesn’t wait for office hours. This urgent IT support service is staffed by senior engineers who treat your crisis like our own, across on-prem, cloud and hybrid environments.
We move fast, communicate clearly and fix the problem rather than patch the symptom. Buy prepaid support hours, then start in LiveChat: describe the issue and the assistant will gather details, check your balance and guide you through emergency escalation when needed.
Urgent Support That Covers Common Crisis Scenarios
Whether you’re locked out of your data, facing active malware or recovering from a crash, ICT Shift engineers move fast and deliver clarity. Here’s what we handle most often.
Ransomware & Breach Response
Suspected malware or active ransomware? We isolate systems, preserve forensics, contain spread and walk you through recovery and notification steps.
🛡️ Fast containment, clear recovery roadmap.
Data Loss & Backup Recovery
Accidental deletion, hardware failure or corrupted files? We recover data from backups, re-validate integrity and restore your systems fast.
💾 Data restored, systems verified, business resumes.
Server & Network Outage Recovery
Critical services down? We diagnose root cause, restore connectivity, validate functionality and prevent recurrence with root-cause follow-up.
🔧 Root cause identified, system restored, learning documented.
Account Compromise & Email Hijacking
Suspicious activity in email or cloud services? We reset credentials, audit permissions, disable compromised accounts and check for lateral movement.
Files encrypted and ransom demanded? We identify the strain, assess restore options and rebuild from clean backups without paying the attacker.
🔓 Clean restore, no ransom paid.
Failed Migration & Update Rollback
A migration, patch or update broke production? We roll back safely, restore working state and re-plan the change with the risk understood.
↩️ Safe rollback, service restored, change re-planned.
Prepaid Support Hour Pricing
Buy support hours for senior-engineer work. Emergency support is charged at double time: one actual hour uses two hours from your balance. At least two hours must be available in FluentBoard before emergency work starts. Emergency cost is double the selected pack’s effective hourly rate: €240 per actual hour at the single-hour rate, €228 with the 5-hour pack, or €216 with the 10-hour pack. All prices exclude VAT.
1 Support Hour
€120 / support hour
Emergency work uses two support hours per actual hour. A 1-hour pack alone cannot start emergency support.
✓ Best-effort support for non-critical incidents
✓ Senior engineer handling
✓ Remote-first delivery for fastest response
✓ No subscription required
— Best for a one-off incident with no ongoing commitment.
Need emergency support? At least two support hours must be available in FluentBoard before work starts, and each actual hour uses two hours from your balance. The under-one-hour response target applies to business-critical emergency escalation; other support is handled on a best-effort schedule. Related services: cybersecurity and business continuity, managed IT support, and cloud and infrastructure services. Contact us if you are unsure which option fits.
How Urgent Escalation Works
Buy support hours, then open LiveChat and describe the incident. The assistant checks your balance and guides business-critical emergencies to the on-call team.
1Purchase Support Hours
Select 1, 5 or 10 hours to unlock the escalation path for your incident. Unused hours never expire.
2Start in LiveChat
Describe the business impact, affected users and systems, and when the issue began. LiveChat checks your support-hour balance and collects the context engineers need.
3Choose Emergency Escalation
For a business-critical incident, choose emergency escalation in LiveChat. It checks that at least two support hours are available and alerts the on-call team; if LiveChat is unavailable, call +31 (0)85 3013 138.
Why Teams Buy Hours Before Calling
Immediate Escalation Path
Buy 1, 5 or 10 prepaid support hours, submit the urgent ticket, then call with your ticket number. For emergency support, each actual hour uses two hours from your balance and at least two hours must be available to start.
Senior Engineers On Critical Incidents
No script-level support during a crisis. Senior engineers handle containment, recovery and clear technical decisions from first contact through service stabilisation.
Commercial Clarity Under Pressure
You know the model before escalation starts: emergency support uses two hours from your balance per actual hour worked, and at least two hours must be available in FluentBoard to begin. Business-critical emergency escalation has a response target under one hour.
Urgent Support Questions
Quick answers about response times, incident scope, pricing and how to get urgent support.
After buying support hours, open LiveChat and describe the issue. The assistant checks the balance linked to your account, gathers the incident details and offers emergency escalation for business-critical issues when at least two hours are available. Choose that option to alert the on-call team. If LiveChat is unavailable, call +31 (0)85 3013 138.
Business-critical emergency escalation has a response target of under one hour. Emergency work is charged at double time: each actual hour uses two hours from your balance, and at least two hours must be available in FluentBoard before work starts. Other support is handled on a best-effort schedule.
Describe the business impact, affected users and systems, when the issue started and any recent changes. Add screenshots or error text where available, and use the email address linked to the support-hour purchase so the assistant can check your balance.
Prepaid support hours cost €120 for 1 hour, €570 for 5 hours or €1,080 for 10 hours, excluding VAT. Emergency support is charged at double time: each actual hour uses two hours from your balance. At least two hours must be available in FluentBoard before emergency work starts. Business-critical emergency escalation has a response target under one hour; other support is handled on a best-effort schedule.
No. Unused hours stay on your account and can be used for future incidents or remediation work. This gives you a faster response when the next urgent issue appears.
Yes. We handle on-premises servers, cloud platforms including Azure and Microsoft 365, and hybrid estates that combine both. Delivery is remote-first worldwide, with on-site attendance by exception where an incident genuinely requires physical presence.
No. Urgent support is available to new clients as well as existing ones. Existing clients onboarded in our RMM stack benefit from a faster start because we already hold environment context, but anyone can purchase hours and escalate.
