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FAQs for N3K Customers
General
What does the renaming of N3K to Cygna Labs change for me as a customer?
Apart from the fact that you will now be supported directly by the software vendor of the solution you are using, nothing will change.
Why is N3K being renamed Cygna Labs?
We bundle our expertise for the German-speaking region, we are software integrator and vendor in one and thus simplify all processes. The result is even greater efficiency - for a long-term and future-proof partnership.
Will the contact persons and contact information (telephone numbers, e-mail addresses) for the finance department remain the same?
The contacts remain unchanged. There is a forwarding function for e-mail addresses. However, to ensure smooth communication, please use the e-mail addresses with Firstname.Surname@cygnalabs.com with immediate effect (first name and surname are placeholders here and should be replaced with the correct contact person).
Support
How do I contact customer support?
You can still contact our customer support team via the ticket system, by e-mail (support@cygnalabs.com) or by telephone via +49 7131 59495 200.
Is there a change to accessing the ticket system?
You can access our global ticket system quickly and easily via support@cygnalabs.com. In addition, redirects from the familiar pages are also set up to ensure the usual standard of service for you.
What is changing in terms of download sources?
In future, we will only provide downloads via our portal https://fileportal.cygnalabs.com/ . If you do not yet have access to this, please contact your account manager / customer success manager or Support directly.
How will I be served as a Cygna Labs runIP customer in the future?
Cygna Labs is taking over the usual service from N3K on a one-to-one basis. This includes the provision of new software versions, runIP packages and support.
Will Cygna Labs continue to offer, support and service BeyondTrust solutions?
Yes, the BeyondTrust solutions are still in the portfolio of Cygna Labs and will continue to be supported and serviced as usual.
Will my sales and technical contacts for BeyondTrust products change?
The sales and technical contacts will remain the same.
Sales
How do I contact my account manager / customer success manager?
The contacts remain unchanged. There is a forwarding function for e-mail addresses. However, to ensure smooth communication, please use the e-mail addresses with Firstname.Surname@cygnalabs.com with immediate effect (first name and surname are placeholders here and should be exchanged with the correct contact person). You can reach the entire team for enquiries at sales-europe@cygnalabs.com.
What happens to the existing contracts?
As this is only a name change, all existing contracts remain valid.
Finances & Legal Aspects
What activities are necessary on our side?
Please inform all departments that are affected by the change. This could be your sales, purchasing, marketing, accounting, IT, management, etc. Please adjust the company name in your systems so that there are as few problems as possible in business processing and invoicing and processing. Thank you in advance for your support!
Will there be any changes to the processing or checking of incoming or outgoing invoices as a result of the renaming?
No. The changeover may lead to an increased workload within the accounting department, which may result in longer processing times. We apologise for this in advance. By actively supporting us by adapting your systems and data, you will help us to avoid these problems.
Will your bank details and payment information remain the same, or will there be new account details?
No, all bank details and account information remain unchanged.
Are there specific instructions or deadlines for payments after the change of name?
The agreed deadlines shall continue to apply unchanged. If invoices sent to us list the wrong company, we will contact you immediately.
Are invoices that have already been issued still valid, or are there adjustments due to the change of name?
Invoices issued up until entry in the commercial register remain fully valid.
Are our current contracts still legally valid after the renaming or do new contracts have to be signed?
The existing contracts are still valid. Future contracts will be concluded with Cygna Labs as the legal contracting party.
Will the legal form of the company change with the change of name, and if so, what impact will this have on our business relationship?
No, the legal form remains unchanged.
Will the VAT ID no. remain the same or will there be a new one?
The VAT ID no. will remain the same.
Will annual financial statements, tax certificates or other relevant documents be issued under the new company name?
Yes, this will apply for the first time in 2025.
Do invoices that have already been issued have to be converted to the new company name?
Yes, if the invoices were issued before the new company name was entered in the commercial register. In this case, we will contact you.
Will the change of name affect your creditworthiness or solvency, and will your credit rating data change?
No, only the name of the company will change.
Will the renaming change the conditions for payment terms, rebates or discounts?
No, all agreed regulations remain valid.