Emergency Service Terms

These Emergency (SOS) Terms apply when you request urgent assistance from ZeyWeb for systems that are in danger — such as hacked websites, failed servers, or broken business applications.

Nature of emergency work

Emergency work is carried out under time pressure to stabilise and recover systems. We prioritise reducing harm and restoring service. Outcomes cannot be guaranteed and depend on the state of the affected systems.

Security rules for access

• Never share passwords, secret keys, or credentials in public forms, chats, or email. We will guide you through a secure method.
• Access granted for an emergency is temporary and limited to what is needed to resolve the incident.
• Access is removed once the incident is resolved, and we recommend rotating any credentials afterwards.
• All emergency activity is logged so that actions taken during the incident are recorded and reviewable.

Availability

We aim to respond to emergency requests as quickly as possible, subject to the details you provide and the severity of the incident.

Fees

Emergency work may be charged at rates communicated to you before or during the engagement. We will be transparent about costs as the situation allows.

After the incident

Following stabilisation, we can provide a summary of what happened and recommendations to reduce the risk of recurrence.

If you have questions about this document, please contact ZeyWeb.