Need support?

Get support

If you are a member of CyberCare and you require support, call our 24/7 hotline.  Please ensure you have the following details at hand:​

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• Your name and contact details

• Your subscription provider or association

• Your subscription/policy reference

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Please note CyberCare is not an IT support service; we will assist your existing IT support specialists during the investigation and recovery activities.

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Hotline number:

0800 500 3055

Support process

Our incident reporting process is simple to follow, and we will guide you through the fastest route to remediation. When you call our hotline we will immediately triage the situation and if confirmed as an incident you will required to pay a single, per-incident fee. Once we receive this fee the response process will begin.

Call our hotline and provide your subscriber reference

Discuss your reported incident with our specialist

Upon confirmation, our specialist will provide you with call reference information

Complete the incident payment form

Make your ‘per incident’ payment

A specialist will contact you on the number arranged and continue the incident investigation and recovery

Important limitations

Our membership is designed to provide future support for small businesses who are not already suffering from an existing incident. As such, our member requirements are as follows:

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• The CyberCare service starts 30 days from receipt of your first subscription fee payment. If you seek support for an existing or active incident within this timeframe, please contact our non-membership support service STORM Guidance Incident Response.

• Your business must have less than 20 staff (full-time or part-time)

• Your annual turnover must be less than £5 million

• Your business must have it’s own IT specialists, either as staff members or provided by an outsourced IT company. Your IT staff do not need digital investigations or incident response skills as our specialists provide this capability.

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It is important to note, should there be any business changes resulting in operations falling outside of the above criteria, your subscription will become invalid. However, organisations from partnered associations who do not meet the above criteria will receive a preferential rate from STORM Guidance Incident Response.