// FAQ
Questions & answers
How we work, what to expect — and, most importantly, how to reach us if you're in the middle of an incident.
// REACHING US IN AN INCIDENT
Live chat — how to reach us fast
If you suspect or confirm an active incident, open the live chat and tell us. Our operators pick up the channel continuously — including weekends and holidays.
Why live chat for incidents?
- No app to install. Works in any browser on any device — zero friction when you're under pressure.
- Real-time. You get a response within the hour, typically much faster. The channel stays open throughout the engagement.
- Self-hosted in the EU. Our chat infrastructure (Chatwoot) runs on EU servers we control — your conversation is not processed by any US cloud provider.
- Separate from email. During an incident, your email may be in the attacker's hands. A dedicated, out-of-band channel matters.
How to connect
Chat troubleshooting
The chat icon isn't appearing.
The chat launcher (the icon in the bottom-right corner) loads once you accept functional cookies. If a browser extension (ad blocker, privacy shield) is blocking scripts, try disabling it for this site and reload the page. If it still doesn't appear, use the contact form and we'll reach back out.
I started a conversation but no one has replied.
Once your message is delivered, an operator responds within a few hours — typically under an hour, including weekends and holidays. You can leave your email address in the chat and we'll notify you when we reply.
Can I use the contact form instead?
For routine questions, yes. For a suspected breach, use the live chat or email simultaneously — we monitor both. The chat gives you a real-time thread you can return to throughout the incident.
About Acta Security
What does Acta Security do?
EU-based offensive and defensive security: penetration testing and red-team operations, attack-surface mapping, virtual CISO (vCISO) advisory, NIS2 / DORA / GDPR compliance, and incident response.
Where are you based, and do you work remotely?
We're EU-based and work remotely across the EU and the UK. Engagements are delivered remotely by senior operators.
Is my data kept in the EU?
Yes. We're built around EU data sovereignty — our infrastructure (including the client portal, email, and chat servers) is EU-resident, with no reliance on US cloud for your data.
Engagements & reports
How does an engagement work?
Pick a service and request it from the Engagements section (or we create it for you). We confirm scope and agree an SLA, carry out the work, then deliver your report securely in the client portal. You can track progress the whole way through.
How do I pay?
No payment is taken on the website. Engagements are confirmed with a scope and SLA, then invoiced — multi-month services (recurring testing, vCISO retainers) run on a minimum commitment.
How do I get my report?
Reports are delivered through the secure client portal at actasecurity.eu/portal — only you (and our team) can access yours. Sign in with a one-time email code; no passwords.
What's the difference between a penetration test and a red team?
A penetration test finds and proves vulnerabilities in a defined target (an app, a network). A red team emulates a real adversary against your whole organisation toward a goal — including people and process. Custom red teams start with a 90-minute scoping consult.
How fast can you respond to an incident?
For active incidents, open the live chat (bottom-right of any page) — we typically respond within the hour, including weekends and holidays. Our 10-hour incident-response block gets containment and investigation moving immediately.
What is the client portal?
Your private area at actasecurity.eu/portal for tracking engagements, downloading reports, and raising support tickets. Passwordless sign-in by email one-time code.
Still have a question?
Use the contact form, or for anything sensitive, open the live chat above.