# General

## Contact Details

Address

DENIC eG
Business Services
Theodor-Stern-Kai 1
60596 Frankfurt am Main
Germany

Phone, Fax und E-Mail

Kontaktinformation
Contact information

Fax: +49 69 27235-234

Service hours

Monday to Thursday 8:00 bis 18:00 CE(S)T,
Friday 8:00 bis 16:00 CE(S)T

## 24-7-Service

DENIC's 24/7 service is made available free of charge to all members of the Cooperative.

Availability

How to contact us

Phone: +49 69 27235 299

E-Mail: sos[at]denic[dot]de

(Note: The subject must start with "SOS:")

Reporting errors and malfunctions

This service shall be used exclusively for notifying DENIC of any errors and malfunctions of the following central services of DENIC:

- Primary and secondary name servers for the ccTLD ".de",

- Mail servers,

- Web servers and

- whois servers, domain and contact registration system.

Known disturbances are published on the mailing list and at status.denic.de.

Cyber Attacks

In addition to notifications about malfunctions of central services of DENIC, you can also use this number if you are no longer able to change passwords to DENIC systems on your own due to a cyber attack.

To verify such reports, we use contact options known to us, such as the 24h emergency number you have stored!

Availability outside of normal service hours

Outside of normal service hours, DENIC's 24/7 service is available as follows:

- Monday to Thursday 18:00 – 8:00

- Friday 16:00 to Monday 8:00, and

- on official public holidays in the German federal state of Hesse as well as on 24 and 31 December.

When using DENIC’s 24/7 service, please observe the applicable rules and regulations

1. The Member as well as the Member's staff shall have the right to report errors and malfunctions to DENIC staff outside of DENIC's normal service hours within the scope of DENIC's 24/7 service. Any errors or malfunctions will be diagnosed and fixed as quickly as possible upon receipt of the report.

2. The Member and their staff is aware that DENIC's 24/7 service is made available exclusively for the purpose of notifying DENIC of any errors and malfunctions of any of its following central services, notably the primary and secondary name servers for the .de ccTLD, mail servers, web servers, whois servers, domain and contact registration system.

3. The Member is aware that any other problems not specifically listed in point 2 or which concern DENIC's general operation do not fall within the scope of the 24/7 service and must continue to be reported to DENIC only via its usual telephone numbers and within its normal business hours, which is when they will also be dealt with. This applies, in particular, to questions concerning the status of requests, individual problems with requests, and so on.

4. Any DENIC employee assigned to the 24/7 service is required to keep a complete log of all incoming calls and to record the name of each caller and the member-ID. They are not required to act upon calls unless this information is disclosed.

5. More particularly, the Member enters into an express commitment not to pass DENIC's 24/7 service number on to any customer or any third party (such as a POP or a reseller).

6. The Member expressly agrees that any reports to DENIC's 24/7 service which are not specifically included in point 2 and which reach DENIC outside of its normal office hours will be separately charged to the Member.