Contact johanvanbussel Thu, 08/03/2023 - 15:33

Visit us

Visit us

Headquarters Sciensano

Juliette Wytsmanstraat 14

1050 Elsene


Plan my route to Headquarters

Satellite Location Eurostation (Offices of

Ernest Blerotstraat 1

1070 Anderlecht


Plan my route to Satellite Location Eurostation

johanvanbussel Fri, 08/04/2023 - 15:38

How to report an incident

How to report an incident

The service (Sciensano) processes each incident report according to a Standard Operating Procedure (SOP). A public version of this SOP "HD Incident Management Process" is also available on this portal

To submit an incident related to projects and applications in production and facilitated or managed by Sciensano's service, you must first log into the HD Service and Support portal:

After the login step, you will arrive at the main page of the portal.

On the main page, you must select "Get Help".

A new page with the title "Create an incident" will appear.

You can now document your incident or problem by providing the following information:

Please indicate the urgency of resolving your issue based on its criticality to the business.

Please indicate the type of problem you are experiencing.

When the problem type "Application" is selected, two additional fields appear: "Project Name" and "Application".

Please select the appropriate information.

Please describe clearly and briefly (1 sentence) the subject of your problem.

Please describe the problem in detail. The following aspects are important for us to understand and solve the problem:

  • a description of the actions you want to perform but fail to perform (e.g. provide us with a field name, a validation rule, a button, etc.)
  • a description (if possible) of the sequential steps you follow to use the service or the application of for which you need support;
  • a brief description of the technical problem you are experiencing (e.g. error messages)

We strongly recommend that you add a screenshot describing the problem (IMPORTANT: do not provide us with patient data!).

You can add the screenshot by clicking on "Add attachments".

On the right side of the form, the mandatory information items of the incident form are listed. When these fields are completed, their names disappear from the "required information" box.

The form can only be submitted if all required fields are filled in, by pressing the green "Submit" button.

If all required fields have not been completed, a warning message will appear at the top of the form.

In addition, missing mandatory fields will be highlighted in green.

When the incident form has been successfully submitted, a preview of your submission appears in a new screen.

On the right side of the screen you will find the details, including the incident number.

On the left side of the screen, you will find a chronology of your incident processing, starting with your creation.

johanvanbussel Thu, 08/03/2023 - 15:35

How to submit a request

How to submit a request

The service (Sciensano) processes each request according to a standard operating procedure (SOP). A public version of this SOP "HD Request Management Process" is also available on this portal

To submit request, you must first log into the HD Service and Support portal:

This portal currently facilitates following request types:

johanvanbussel Thu, 08/03/2023 - 15:42

Media enquiries

Media enquiries

Journalists wishing to contact should contact the communication department of Sciensano

Call +32 2 642 54 20 (office hours).

johanvanbussel Thu, 08/03/2023 - 15:51

Email security policy

Email security policy


Sciensano blocks e-mails from organizations if the configuration of their e-mail and/or DNS services allow potential abuse by spammers/attackers. More specifically, if the configuration enables other senders to impersonate your organisation by allowing them to mimic your organization’s e-mail “Header From”.

In other words, they can send phishing and spam mails that cannot be distinguished from genuine mails from your organization.

If you’re responsible for managing your ICT infrastructure, keep reading. If not, pass this message on to your ICT department or to the ICT service that’s managing your ICT infrastructure.


You’ll have to verify that your configuration complies with “Sender Alignment” security requirements.
More specifically, your mail services and DNS will have to be configured according to ICT standards.

These configurations are common, well-documented and supported by hosting companies. Some useful links:

We’ve noticed that this issue frequently occurs in organizations which moved their ICT infrastructure to cloud services such as Microsoft (O365), Amazon, Google, and MS Azure without properly configuring the ICT infrastructure which is not managed by these providers.

The configurations and recommendations need to be implemented on the customer’s ICT infrastructure, either internally or externally. DNS and Mail services are the main ICT platforms for these actions.


E-mails contain an “Envelope From” and a “Header From”. Both need to match to avoid that the mail is blocked.

Some examples:

  1. A public service is using its new domain name in the “Header From” and its old domain name in the “Envelope From”.
  • Envelope From =
  • Header From =

➔ These e-mails will be blocked.

Remark: Because it’s a noreply address, the sender will not even be aware of us rejecting the e-mail …

2. An organization is using a cloud service (Freshservice) for its helpdesk tool and the “Envelope From” has not been customised.

• EnvelopeFrom =
• Header From =

➔ These e-mails will be blocked.

3. A company uses a cloud service (Amazon SES) to send the delivery notification and the “Envelope From” has not been customized.

  • Envelope From =
  • Header From =

➔ These e-mails will be blocked.

johanvanbussel Fri, 08/04/2023 - 11:44

Privacy statement

Privacy statement Bart.Servaes Wed, 09/20/2023 - 09:53