Best Service Shares What Occurred When Their Site Went Down in June

[peter]

 

Dear customers,

First and foremost, we would like to thank you for your patience and continued trust in Best Service.

We are pleased to inform you that our systems are now back online and fully operational. We would also like to take this opportunity to provide a transparent overview of the events that led to our temporary absence over the past two weeks.

On the morning of June 12, 2025, we were alerted to an attack targeting our online IT infrastructure. As an immediate precaution, we took all systems offline, resulting in a complete outage of all Best Service services — including our webshop and all related services such as downloads, registration, and product activation.

We promptly engaged external IT forensics experts to investigate the incident. Simultaneously, we filed a report with law enforcement and notified the data protection supervisory authority in accordance with Article 33 of the GDPR.

Initial analysis revealed that a vulnerability in a third-party website component had been exploited. At the time of the breach, no security patch had been made available by the vendor, as the vulnerability had only recently come to light.

Crucially, the forensic investigation confirmed that no personal data was exfiltrated. The affected systems did not contain any credit card or PayPal information. All payment processing is handled exclusively by trusted external providers, who were also informed and conducted their own independent reviews.

After careful consultation with the security specialists, we made the decision to decommission our existing infrastructure and rebuild it entirely in a new hosting environment. With their help, we restored clean backups from way before the attack window and performed in-depth scans on all recovered data to ensure its integrity.

What does this mean for you?

At Best Service, we have always prioritized a privacy-conscious user experience. We do not use third-party trackers such as Google or Facebook that could transmit data beyond our control. When creating an account, customers only need to provide a name, email address, and country of origin. Payments are processed exclusively through established partners such as Computop or PayPal, and are neither handled nor stored on our systems. All passwords are securely stored using salted hashes — the industry gold standard. Product serial numbers are linked to your account (either with Best Service or the product manufacturer) and cannot be reused by others.

From our perspective, your data and purchases remain secure. Nevertheless, if you have any concerns, we recommend updating your password as a precaution. If you have used the same password for other services, we strongly urge you to choose a new, unique one.

Finally, we want to assure you that we are committed to making our systems even more secure moving forward.

Please accept our deepest apologies for the inconvenience this has caused. If you have any questions or need assistance, do not hesitate to contact mail@bestservice.com.

With sincere gratitude,

Robert, Lupo, Wolfgang, Freddy, Nina, Sandy, Tom, Dan, Marko, Manu, Martin.
Or simply put, the Best Service Team!

https://www.bestservice.com/en/news/offline_in_june.html

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