Understand your service
Emergency Mobile Number
Know the escalation route agreed for a serious IT problem before your business needs it.
What it does
An emergency contact arrangement identifies how eligible clients raise urgent incidents and what information to provide. Availability, authorised callers, priority definitions and escalation are recorded in your service agreement. A mobile number does not by itself establish a continuously staffed desk or an immediate fix. It is an IT escalation route, not a replacement for emergency services where people are in danger.
Questions you may have
What should I report when escalating an incident?
Explain the affected systems, business impact, when it began and a safe callback contact. Avoid sending credentials or confidential files.
Is the emergency contact always available?
Use the hours and escalation process in your agreement. Do not assume unrestricted out-of-hours cover from the presence of a contact number.
