Get to the right person
Call the support line: (+1) 866 853 2767
Tell us what's going on
One person reads this and replies
No sales sequence, and no newsletter you didn’t ask for. If production is stopped, call (+1) 866 853 2767 rather than waiting on this.
Emergencies are answered 24 hours a day, 365 days a year, by a person. An emergency is a business-stopping event: the line is down, a site is offline, you can't ship, or you suspect a security incident. Not a queue, not a callback form, not a chatbot. Routine requests are handled 9:00 to 17:00 local time, Monday to Friday.
If you are an existing member with production stopped or a suspected security incident, call, whatever the hour. Don't email and don't fill in the form. Skip to the first 15 minutes for what to do right now.
A password reset, a printer or a new starter's login at 2am is not an emergency. Raise it in the member portal and it is picked up first thing the next business day. Keeping the emergency line for emergencies is what keeps it fast.
If you are not yet a member and something is badly wrong, call anyway. We'd rather tell you honestly that we can't help today than have you sit on a form over a weekend.
Where to go
| If you are… | Do this | What happens |
|---|---|---|
| An existing member with an emergency | Call (+1) 866 853 2767, or raise a P1 in the member portal | Answered live, 24/7/365. Triaged immediately by production impact |
| A prospective member | Use the form above, or book a free assessment | An advisor calls you. No obligation, and you keep the report |
| A member needing support | Use the form and say "Member support" | An advisor on call gets back to you. Members don't get a sales queue |
| A partnership enquiry | Use the form and say "Partnership" | Goes to the partnership team, not to sales. Covers technology vendors and associations |
| An association executive | Use the form and name your organization | Read what associations get first if you want the detail |
| Media | Use the form and state your deadline | Routed to communications, and we'll respect the deadline |
| Careers | Use the form and link your background | See the roles we hire for on our people |
| Billing or an invoice question | Use the form and say "Billing" | Goes to accounts. Your member success lead is copied |
Every route goes through the form or the phone. There is no address to guess at and no inbox nobody is watching.
What to expect, honestly
Real targets, not aspirational ones. If we're going to miss one, we'd rather have set it correctly.
| Enquiry type | Response target |
|---|---|
| Member, production stopped | Immediate, 24/7. Call, don't email |
| Member, urgent but production running | Same business day |
| Member, routine request | 1 business day |
| Prospective member / assessment request | 1 business day |
| Partnership or association enquiry | 3 business days |
| Media | Same business day where a deadline is stated |
| Careers | 5 business days. We reply either way |
| Billing | 2 business days |
Two things we won't do. We won't put you into an automated sales sequence because you asked one question. And we won't chase you: if you don't reply, we assume you're busy running a plant, and we leave you alone.
Head office: SafeIT, a Kearns Technology Inc. company, 1655 Dupont St., Suite 101, Toronto, ON M6P 3T1, Canada. Routine support runs 9:00 to 17:00 local time, Monday to Friday, in each of the four countries. The emergency line and site monitoring cover every hour either side. The footprint city by city is on About SafeIT.
Suspected incident: the first 15 minutes
Keep this somewhere findable. Print it for the plant office if it's useful.
General guidance for a suspected incident, not a substitute for your own emergency procedures. If production safety is at risk, follow your existing safety, emergency-stop and lockout procedures first.
1. Call us. (+1) 866 853 2767
Even if you're not sure. A false alarm costs us an hour. A real one you sat on for a shift costs you far more.
2. Don't turn anything off
Powering down a machine can destroy the evidence needed to work out what happened and which backup is clean. Disconnect it from the network, pull the cable, disable the Wi-Fi, but leave it running.
3. Isolate, don't shut down
Disconnect affected machines from the network. If you can do it safely and it's warranted, disconnect the site's internet connection. Do not start deleting anything.
4. Protect the backups
Don't run a new backup over the top of a good one. If a backup device can be safely disconnected from the network, disconnect it. Tell us what you did.
5. Write down the time
When it was noticed, who noticed it, what they saw, what was done and when. A phone note is fine. This becomes the record your insurer, your customers and your auditor all ask for later.
6. Don't pay anything or reply to anyone
No ransom decisions, no replies to the attacker, no bank detail changes, no matter how convincing the email is.
7. Tell your people what to do, not what happened
"Don't log in, don't open anything, use the phone" is enough for now. Detail comes later once the facts are known.
8. Keep the line safe
If plant control systems are affected, follow your existing safety and emergency stop procedures. Production safety comes before IT, every time.
From there, containment, scope, restoration order and the Cork side of it are what we handle. Call us and we'll walk it with you. Your job for the rest of that morning is deciding what the plant does about the shipping schedule, which is the only part nobody can do for you.
What this means for your plant
Production stopped or a suspected incident: call, don't email. Emergencies are answered 24/7, 365. Everything else: one form, honest response times, no sales sequence. The first-15-minutes list is worth printing for the plant office before you need it.