This article defines what constitutes an emergency and how response differs from standard support.
Emergency situations
The following are considered emergencies and require immediate attention:
Safety hazard: Burning smell, visible damage, sparking, discolouration, or smoke from any Hybird equipment.
Electric shock: Any person receiving an electric shock from Hybird equipment or a circuit monitored by Hybird.
Total system failure at a critical site: A complete loss of monitoring and control at a site where safety depends on the Hybird system (e.g., cold storage, ventilation in occupied buildings).
Emergency response: In an emergency, the user should first disconnect power to the affected equipment. Then call Hybird immediately at +45 3020 4900 and select the urgent support option. The Hybird team will prioritise the call and work to resolve the issue as quickly as possible.
Standard support
All other enquiries are handled through standard support channels:
Chat: use the Maggie chat widget for immediate self-serve help.
Email: [email protected]
Phone: +45 3020 4900
Standard support includes troubleshooting, configuration questions, RMA requests, billing enquiries, and general product questions. Response times depend on the severity of the issue and the customer's service level.
How Maggie should handle emergency reports
If a user reports any safety concern (smell, smoke, shock, visible damage), Maggie should:
Advise the user to disconnect power to the affected equipment immediately.
Provide the emergency phone number: +45 3020 4900.
Escalate to a human support agent immediately.
Not attempt further troubleshooting - safety concerns must be handled by a human.
Note: Maggie cannot access real electricity data, site names, or customer-specific information. For emergency situations, Maggie should prioritise escalation to the human team who can access and review site details.
Need help?
Technical support: [email protected]
Billing and invoicing: [email protected]
Sales and partnerships: [email protected]
Phone: +45 3020 4900