# How do we explain a cyber incident to customers and the press?

Early, factually and through one voice. Prepare a short holding statement before you need it: what happened in plain words, what you are doing, what customers should do (for example, watch for fake invoices in your name) and when you will update them. Do not speculate about the attacker or the scope, and do not promise that no data was affected unless you can show it. Coordinate the wording with legal advice, your insurer and, where personal data is involved, your data protection officer, and keep it consistent with what you report to authorities. Name one spokesperson. Facts make honest communication possible: NetSenX alerts show when unusual traffic started, which devices were involved and whether data left the monitored segments.

General information, not legal advice. National laws can add to the EU texts quoted here, for example deadlines, forms or reporting channels: check your own country's rules.

FAQ: [For the board and finance](https://netsenx.com/en/faq/board) · https://netsenx.com/en/faq/how-do-we-explain-a-cyber-incident-to-customers-and-the-press

## Read next

- https://netsenx.com/en/problems-we-solve
- https://netsenx.com/en/blog/2026-10-09_cybersecurity-for-the-board
- https://netsenx.com/en/pricing

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