IT emergencies
Has something stopped? We help you today, remotely or at your offices
Server down, network offline, email stopped or data that has vanished: call or write to us and we start with a diagnosis. If it is your first intervention with us, the first 30 minutes are free of charge.
Call or write to us
Call us, write to us on WhatsApp or use the form: tell us what happened and where you are, and we will tell you whether we can resolve it remotely or, if you are in Sevilla, come to your offices.
What happens when you call
We ask what has stopped working and since when, and we start the diagnosis. If it is a new customer's first intervention, the first 30 minutes are free of charge; after that, intervention time is billed by the hour, at the business support rates.
- A new customer's first intervention: 30 minutes at no cost
- After that, an hourly rate
- Outside working hours (Mon-Fri 9-18 h), a 50 % surcharge
What we resolve
What brings a business to a halt: the server, the network, email or data that has vanished. If there is an attack involved, we help with the IT side: restoring from backups, computers and email.
- Server down or unreachable
- Computers and data after an attack: restoring from backups
- Data recovery
And so it does not happen again
When we finish we leave you in writing what failed and what we would do to avoid it: backups, monitoring and maintenance.
- Intervention report
- Specific recommendations
- Maintenance if you want it
The first minutes matter: what to do before calling
When something stops, the temptation is to try things to see if it fixes itself: restarting ten times, unplugging, reinstalling. It almost always makes the diagnosis worse. A few minutes of order help more than a lot of activity.
- Write down what has stopped working, since when and what was done just before (an update, a power cut, a strange email).
- Do not delete, format or reinstall anything before talking to us: you could lose exactly what helps to understand the cause or recover data.
- If you suspect an attack (files with strange extensions, a message demanding a ransom), disconnect the affected computer from the network by removing the cable or the Wi-Fi, stop using it and call INCIBE's 017 helpline.
- Do not pay any ransom without talking to someone you trust: INCIBE advises against it in any case.
- Call us, write to us on WhatsApp or use the form above, and tell us what you have noted down.
Source on the ransom: INCIBE, “What ransomware is and how to recover my information” (published on 16-4-2020; accessed on 2-11-2026): “Paying the ransom is in no case a recommended option”.
Emergency or not: how to tell
Not everything that is annoying is an emergency, and calling urgently about something that can wait until tomorrow is as unhelpful as the opposite. This table is an indicative guide, not a promise of deadlines:
| Situation | How it is usually handled | Why |
|---|---|---|
| Nobody can work (server down, no network or internet) | Urgent: call now | You pay for every hour of downtime for each person who is waiting |
| Suspected ransomware or unauthorised access | Urgent: call INCIBE's 017 now; we help with the IT side | The sooner it is stopped, the less it spreads and the more is preserved |
| A key workstation is down (invoicing, a sales rep's) | Urgent if it holds back revenue | It depends on what depends on that person |
| Something is failing, but work can continue (a printer, a secondary program) | Can wait for the next available slot | Fixed well remotely, with no rush |
| A question or a request with no pressure | Write to us, no rush | There is no risk of stoppage |
Remote or on site: which is better in an emergency
In an emergency, the question is what gets you working again sooner. If the cause is in software, configuration, email or access, remote usually starts sooner because there is no travel. If hardware or cabling has to be handled, someone has to go.
| Remote | On site | |
|---|---|---|
| Where | All of Spain | Only in Sevilla |
| What it is for | Configuration, email, access, servers, recovery from backups | Servers, network and workstations that have to be handled physically |
| How it starts | With a link and your permission, while you watch what we do | We travel to your offices |
| When it is not enough | When the computer will not start or there is a physical fault | Does not apply outside Sevilla |
What an emergency costs, and how to work out what it costs not to act
The cost of an outage has two parts: what you pay to fix it and what you lose in the meantime. The second usually weighs more. Formula: idle people × hours of downtime × cost per hour of each person + lost sales.
Worked example (illustrative assumptions; use your own): a server down for 4 hours leaves 8 people unable to work at a cost of 18 € per hour each: 8 × 4 × 18 = 576 €, not counting what you fail to invoice. That is what has to be compared with the price of the intervention.
How we charge: if it is your first intervention as a new customer, the first 30 minutes are free of charge. From then on, intervention time is billed by the hour, at the rates of IT support for businesses, which also sets out the terms outside working hours. If you prefer not to depend on each call, the monthly plan includes preventive maintenance. For any questions, ask us for a quote.
Example calculation with our own assumptions; it is not real data or a promised result.
Ransomware: what the official sources say
If it is an attack, these are recommendations from public bodies, not ours. INCIBE advises not paying the ransom (there is no guarantee of recovering the files), cleaning the computers and restoring from a clean backup, and reporting the incident with a screenshot of the ransom note and two encrypted files. To check whether a tool exists that decrypts that type of attack, it points to the No More Ransom project.
If the attack affects personal data, the AEPD states that the deadline to notify the breach to the supervisory authority is 72 hours from when the organisation becomes aware of it, unless it is considered that there is no risk to individuals, in which case it still has to be documented. And INCIBE has a cybersecurity helpline, 017, free and confidential, which also serves businesses.
ForgeNEX works with specialised companies to offer cybersecurity services through them: for a security incident, we do not respond ourselves, so call INCIBE's 017 or a specialised company. Our help is general IT: restoring from backups, reinstalling computers, recovering email and leaving in writing what we have done. We do not promise to recover everything: it depends on whether there were backups that work. Hence the importance of testing them.
Sources: INCIBE, “What ransomware is and how to recover my information” (16-4-2020); INCIBE, Cybersecurity Helpline 017 (incibe.es/linea-de-ayuda-en-ciberseguridad: free and confidential, from 8:00 to 23:00; accessed on 2-11-2026); AEPD, “Notification of personal data breaches to the Supervisory Authority” (updated on 14-9-2026; accessed on 2-11-2026).
Practical case: the server that does not respond on a Monday
The most common outage is not dramatic: it is a file server that stops responding.
Practical case: a computer with encrypted files
Ransomware is decided, above all, by what had been prepared beforehand.
And so it does not happen again
Every emergency leaves us with a list of what failed. We give it to you in writing: what failed and what we would do to avoid it. What almost always comes up is backups. CISA recommends the 3-2-1 rule for small businesses (three copies, on two types of media, one away from your premises) and testing that they can be restored.
From there you decide: apply the recommendations yourself, with us or with whoever you like. If you want someone keeping watch, the ongoing support plan includes preventive maintenance, and if you prefer to see the full picture before deciding, the diagnosis sets it out in writing.
Source: CISA, “Back Up Business Data” (cisa.gov/audiences/small-and-medium-businesses/secure-your-business/back-up-business-data, accessed on 2-11-2026).
Frequently asked questions
How do the first 30 minutes at no cost work?+
If it is your first intervention with us as a new customer, the first 30 minutes are free of charge. After that, time is billed by the hour.
Will you come to my office if I am not in Sevilla?+
No. On-site support is only in Sevilla. Outside Sevilla we work remotely, which covers all of Spain.
Can you recover the data I have lost?+
It depends. If there is a backup that works, we restore from it. If there is not, it depends on the case, and we do not promise something we cannot guarantee; we tell you clearly what is possible before going on.
Someone has called me saying they are from tech support and wants to get into my computer. What do I do?+
Do not give them access. Microsoft warns in its documentation that you should not let in anyone who claims to be from support if you were not the one who contacted them. If in doubt, hang up and call the provider you know yourself.
Do I have to notify any authority if personal data is affected?+
Possibly. The AEPD sets 72 hours from when you become aware of the breach to notify it, unless there is no risk to individuals, and it always has to be documented. Check your case with whoever advises you on data protection; we give you the report of what we have done on the IT side.
How do I contact you?+
By phone, on WhatsApp or with the form on this page. Tell us what happened, since when and from where.
Can this be done preventively so it never comes to this?+
Yes: that is the preventive maintenance of the ongoing support plan (monitoring of computers and backups, updates and alerts). The terms are at IT support for businesses.
Support for businesses
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