Dear ista customers,

currently, ista’s IT-System have been the victim of an external cyber-attack. As an immediate measure and to help prevent damage to our IT infrastructure, all potentially affected IT systems of the company have been taken offline. As a result, you will temporarily be limited or unable to use certain functions and services. We are very sorry for the inconvenience that this may cause you and ask for your continued patience as we try to resolve the issue.

We have informed the State Data Protection Authority and filed a report with the police. A specialist team of internal and external experts is currently conducting a thorough investigation of the incident and is working at full speed to remedy the disruption as quickly as possible. However, this may take some time.

We therefore continue to ask for your patience and hope for your understanding. Please be assured that we are taking the incident once again as an opportunity to review our extensive existing security measures in order to prevent similar attacks in the future.

Currently, we do not yet know what data the attackers obtained or what data has been accessed. All current information on the current status of the investigation and answers to the most important questions can be found here on our website, which we are continuously updating, as soon as new information arises.

You can also contact us via our social media channels. Please understand that given the circumstances, we may not be able to respond to your enquiries as quickly as you would expect.

We hope to resume our usual services as soon as possible.

What is the cause of the malfunction?

ista has been the victim of an external cyber-attack, where an unauthorized, malicious third party has gained access to our IT systems.

As an immediate measure and to help prevent damage to our IT infrastructure, all potentially affected IT systems of the company have been taken offline. As a result, you will temporarily be limited or unable to use certain functions and services. We are very sorry for the inconvenience that this may cause you and ask for your continued patience as we try to resolve the issue. 

How could this happen?

Despite the existing security measures in companies, the number of cyber-attacks is increasing extremely in Germany and internationally. So, despite comprehensive security measures, any company can become the victim of cyber-attacks. We regret the inconvenience this has caused and are also taking this attack as an opportunity to review our existing security measures once again to prevent similar attacks in the future.

What is the best way to reach ista now?

We kindly ask you to wait until our portal function and e-mail accessibility are restored, on which we are working flat out. We will inform you immediately via our website when these will be available again. Thank you for your understanding and cooperation.

Can I reach ista on other channels right now?

As soon as you can reach us again via the communication channels (e-mail and portal function), we will inform you accordingly on our website and on our social media channels. You can also contact us via our social media channels. However, please understand that due to the circumstances mentioned above, we may not be able to respond to your concerns as quickly as you would expect. 

Were the relevant authorities informed in time?

After becoming aware of the cyber-attack, we immediately informed the relevant authorities and filed a criminal complaint.

What customer data is published?

At the moment, we do not yet know what data the attackers actually obtained or what data they accessed. We are currently analyzing which data is affected by the cyber-attack. All the latest information on the status of the work and answers to the most important questions can be found here on our website, which we update as soon as there is anything new.

What should I personally do to protect my data?

Delete suspicious emails from unknown senders. Never open links or file attachments contained in such emails.

As a precaution, change all passwords that you use in connection with ista online services. Change your passwords for other online services as well if you have used the same login data there. We recommend that you use an individual secure password for each online service. 

Do I have to do anything as a customer?

For your own safety: delete suspicious emails from unknown senders. Never open links or file attachments contained in such emails.

As a precaution, change all passwords that you use in connection with ista online services. Change your passwords for other online services as well if you have used the same login data there. We recommend that you use an individual secure password for each online service. 

Are the agreed deadlines of the service employees met?

Orders for services such as drinking water analysis received via the website can still be placed. Agreed appointments will be kept by our ista service partners. We are sorry if a service appointment was not carried out in the past few days immediately after the disruption to our IT systems.

Do I still pay for the service even though it may not have been provided?

You will find all information on this in our GTCs under item seven "Meter reading, user change". As a rule, a cancelled appointment will be made up within two weeks. You will only be billed for services that we have provided.

What happens to my request with which I have already contacted ista since Monday, 25.07.2022?

Thank you for submitting your request. If you submitted your request by email and received a message that this message could not be delivered (please check your inbox and also your spam/junk folder) we would like to ask you to resend us your mail. If you did not receive an error message, it is not necessary to contact us again. As soon as the error is fixed, you will receive a confirmation about the receipt of your request as usual. This applies to the input channels e-mail and fax. Please understand that this will be delayed.

What do I have to do now as a user of the customer portals?

We are working at full speed to resolve the technical issues in order to be back for you as soon as possible. It is currently not possible for us to predict a fixed date for the return of our services. As soon as we are available again via our portal functions, we will inform you about it here. We ask for your understanding for the inconvenience.