Availability of Attack-Support in Germany

I work for a multi Billion US dollar company in Germany. We recently had a very severe cyberattack and your helpline from Germany was unavailable… How is this possible?! We had incredible losses.. Can you turn your „24/7“ service in a real 24/7 service? Your experts surely would’ve helped us a lot at 2 am in the morning when I sprinted to work just to rip out cables.
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