In an emergency, every minute counts. So: report it by phone, not just by email.
What is an emergency?
Operations have stopped: servers, internet, network or email are down for several people.
Suspected attack: files are being encrypted, unusual messages appear, an account is sending spam.
A device with company data has been stolen or lost.
Problems of individual people that make work harder but don't prevent it are not emergencies. Create a normal ticket for those.
How to report an emergency
During support hours (Mon–Fri 8:30–17:30): call +43 1 890 37 35.
Outside support hours: call the emergency hotline +43 1 890 37 35 911. Additional costs may apply depending on your contract.
Provide: name, company, callback number, what happened, since when and who is affected.
Important: If you suspect an attack, disconnect the device from the network immediately (turn off Wi-Fi or unplug the cable), but don't switch it off. See “Clicked a suspicious link or opened an attachment”.