Under attack? Get help now.
Ransomware, a Microsoft 365 or Google account someone else is using, activity you can't explain, or a suspected breach.
Urgent help
Something is wrong right now? Start here.
Pick the situation that fits and call 1300 274 655 to speak to an engineer. If you can't tell which one it is, call anyway and we will work it out with you. New and existing customers are both welcome to call.
Call now
What to expect
Call now. If we can't answer straight away, an engineer calls back as soon as one is free. Emergency work is charged at our incident rate, confirmed with you before we start.
Can't get through? Tell us what is happening.
Which of these is it?
Each page has the same first step: call, and an engineer takes it from there. Choose the one closest to what you can see.
Systems down or crawling?
A server, network, Microsoft 365, website or business application that has stopped, or slowed until nobody can work.
Lost data or backup failed?
Files deleted or damaged, a server that won't come back, or a backup that failed or won't restore.
Call first. Use the form if you can't get through.
The phone is the quickest way to reach an engineer: 1300 274 655. Every urgent page also has a short form asking what is affected, when it started, what it is costing you and the best number to call back. Fill it in if the line is busy, and an engineer calls back as soon as one is free.
Already a Kritical customer?
Use the contact and escalation route in your support agreement first, as agreed with us. If you can't find it, call 1300 274 655 and say you are an existing customer.
Existing customers
Find the right route for your existing service, order or support agreement.
How emergency work is charged.
Emergency work is charged at our incident rate, and we confirm it with you before we start. Nothing starts without your agreement.
Questions before you enquire
What if nobody answers?
Leave a message or fill in the form on the page that fits. If we can't answer straight away, an engineer calls back as soon as one is free.
Do I need to be an existing customer?
No. New customers are welcome to call. If you already have a Kritical support agreement, its contact and escalation route is also open to you.
Is this page for problems that can wait?
No. If it can wait, the enquiry form on the Contact page is the better route. This page is for the moments when staff can't work, customers can't be served or data is at risk.
Should I send passwords or sensitive files?
No. Describe what you can see and leave the rest for the call. We will agree a safe way to share anything else that is needed.