BestService.com has been down for 3 days. What's Going On?

[NoSoniX]

Hey guys,

As stated on the webpage, there´s technical incident which must be fixed before all the services will be up again. The e-mail system is working again since today morning.
Best Service will be back soon, so no need to worry about it!!

That´s the statement on the official webpage (as you know). If you have questions, you can give them a call (number below).

Hello and welcome,
Our website is currently unavailable due to a technical incident. We're working hard to get everything back up and running as quickly as possible.
Data security and the protection of your information are our top priorities. We're in close collaboration with a team of skilled IT experts to find a fast and secure solution.

We truly appreciate your support and patience!
If you have urgent questions, you can reach us from Monday to Friday by phone at +49 89 45228920 (from 10am to 5pm, UTC+1) or by email at mail@bestservice.com and support@bestservice.com.

Best regards,
The Best Service Team

Hallo und herzlich willkommen,
unsere Website ist im Moment leider nicht erreichbar, es gab einen technischen Zwischenfall. Wir kümmern uns gerade mit Hochdruck darum, alles schnellstmöglich wieder zum Laufen zu bringen.

Datensicherheit und der Schutz deiner Informationen stehen für uns an oberster Stelle. Gemeinsam mit erfahrenen IT-Sicherheitsexperten arbeiten wir an einer schnellen und sicheren Lösung.

Vielen Dank für dein Verständnis und deine Geduld!
Bei dringenden Fragen sind wir telefonisch von Montag bis Freitag unter +49 89 45228920 (von 10:00 bis 17:00 Uhr, UTC+1) erreichbar oder per Email unter mail@bestservice.com und support@bestservice.com..

Beste Grüße
das Best Service Team

[eDrummist]

I heard back from two Best Service managers via email today. They told me that their email has not been working for the past week. They also shared some things privately with me, but when I asked if they were okay with me sharing that with my community, the manager requested that I direct my community members to Bestservice.com to stay up on the latest information from Best Service.

All I can say is that both employees assured me that they're working towards getting Bestservice.com operational again and don't have a definite date when that will happen. I suppose I can share that they did not believe that their site will be available before the end of this week (tomorrow). I did strongly recommend that they do more to communicate with the public during this period (I've led major global brand websites, e-commerce and digital marketing -- and have experience with crisis communications, and even offered my advice at no charge if they wanted advice). They are convinced that merely directing people to their website is sufficient communication. I don't agree on that, but I at least have more confidence that they are working towards getting their site back up and wanted to convey that in this thread.

[starflakeprj]

This is exactly why robust cybersecurity measures and regular backups are critical. No system is immune to incidents, whether caused by an attack or not, but preparation makes all the difference when they do happen.

[Blaster]

Any updates? Do you have an estimate when it could be back?

Hey guys,

As stated on the webpage, there´s technical incident which must be fixed before all the services will be up again. The e-mail system is working again since today morning.
Best Service will be back soon, so no need to worry about it!!

That´s the statement on the official webpage (as you know). If you have questions, you can give them a call (number below).

Hello and welcome,
Our website is currently unavailable due to a technical incident. We're working hard to get everything back up and running as quickly as possible.
Data security and the protection of your information are our top priorities. We're in close collaboration with a team of skilled IT experts to find a fast and secure solution.

We truly appreciate your support and patience!
If you have urgent questions, you can reach us from Monday to Friday by phone at +49 89 45228920 (from 10am to 5pm, UTC+1) or by email at mail@bestservice.com and support@bestservice.com.

Best regards,
The Best Service Team

Hallo und herzlich willkommen,
unsere Website ist im Moment leider nicht erreichbar, es gab einen technischen Zwischenfall. Wir kümmern uns gerade mit Hochdruck darum, alles schnellstmöglich wieder zum Laufen zu bringen.

Datensicherheit und der Schutz deiner Informationen stehen für uns an oberster Stelle. Gemeinsam mit erfahrenen IT-Sicherheitsexperten arbeiten wir an einer schnellen und sicheren Lösung.

Vielen Dank für dein Verständnis und deine Geduld!
Bei dringenden Fragen sind wir telefonisch von Montag bis Freitag unter +49 89 45228920 (von 10:00 bis 17:00 Uhr, UTC+1) erreichbar oder per Email unter mail@bestservice.com und support@bestservice.com..

Beste Grüße
das Best Service Team

[NoSoniX]

I hope very soon!

[Alchemedia]

Deleted

[greenlabsaudio]

I am starting to get worried, I had some licenses on my account that I hadn't used or copied down yet. I've never seen something like this that didn't lead to the website never coming back but I really hope that's not the case here, I'd be out a bunch of money. Kind of crazy they are doing such an absolutely awful job of letting people know what's going on. They're holding the property of others hostage basically without even saying why or how long they expect it to be. Very disappointed in this otherwise good dealer.

[NoSoniX]

Just a short message from Best Service:

We are very sorry for the bad situation and the long time it needs to recover our services. Don´t worry about your data or anything else. Everything is safe and we´ll be back in normal in just a few days.
Thanks for your patience

[telecharge]

FWIW, I had an email exchange today with a German developer who partners with Best Service, and they told me it's "server issues" and bestservice.com should be back online sometime soon.

[Aloysius]

This is saving me a fortune.

[eDrummist]

This is saving me a fortune.

That nails it for me too!

Fortunately though -- and unfortunately for our wallets -- I'm happy to report that BestService.com is back!

[Aloysius]

^ I didn't see your post.


I was just about to say ...They're back.

[Blaster]

Some more info: https://www.bestservice.com/en/news/off ... _june.html

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!

[JohJoh]

Would like to know which 3rd party was involved ?
(really ! )
The fact that vendor didn't have a solution, then having to define & implement a new stack does clarify why it took so long.
Must have cost them a small fortune (especially considering the timing).
Only real remark : they could have communicated better, definitely should have coordinated the content & publishing of social/forum ads with (information on) the event status .

[starflakeprj]

One possibility could be CVE‑2025‑33053, a WebDAV vulnerability from mid-June that allowed remote code execution. It was a zero-day with no patch initially and started getting exploited fast.

If their stack used something with exposed WebDAV functionality (even indirectly), that might explain why they had to take everything offline and rebuild from scratch. It’s just speculation, but it lines up with what they described.