https://community.dynatrace.com/t5/Troubleshooting/Understanding-Emergency-Contact-in-Dynatrace-Account-Management/ta-p/293094 <H2>Summary</H2> <P>Dynatrace's Emergency Contact setting ensures that designated users receive urgent, high-priority notifications during critical platform incidents, enabling a rapid response and minimising the impact. This article provides further information on this setting.</P> <P><LI-TOC indent="15" liststyle="disc" maxheadinglevel="2"></LI-TOC></P> <DIV class="lia-message-template-content-zone"> <H2><STRONG><BR />What Is the Emergency Contact?</STRONG></H2> <P>The <STRONG>Emergency contact</STRONG> setting in Dynatrace Account Management allows administrators to designate specific users who will receive urgent notifications from Dynatrace in critical situations. These notifications are reserved for high-priority incidents that require immediate attention.</P> <H2>&nbsp;</H2> <H2><STRONG>When Are Emergency Emails Sent?</STRONG></H2> <P>Emergency emails are <STRONG>not</STRONG> for routine alerts or problem notifications. They are triggered only in exceptional cases, such as:</P> <UL> <LI>Major Dynatrace platform outages or service disruptions</LI> <LI>Severe security vulnerabilities (e.g., zero-day exploits)</LI> <LI>Critical infrastructure failures impacting Dynatrace-managed clusters</LI> </UL> <P>These messages are sent by the <STRONG>Dynatrace Customer Success team</STRONG>, who are responsible for platform operations and emergency communications.</P> <H2>&nbsp;</H2> <H2><STRONG>Email Details</STRONG></H2> <H3><STRONG>Sender</STRONG></H3> <UL> <LI>Typically, from Dynatrace Customer Success or a high-priority support address.</LI> </UL> <H3><STRONG>Subject Line Guidance </STRONG></H3> <P>The subject line of emergency emails will vary depending on the nature and severity of the incident. Dynatrace aims to ensure the subject is clear, urgent, and relevant to the specific situation, so recipients can recognize and prioritize the message appropriately.</P> <H3><STRONG>Email Body Format</STRONG></H3> <P>Emergency emails generally include:</P> <UL> <LI>A clear summary of the issue</LI> <LI>Impact details (affected environments or services)</LI> <LI>Recommended actions or mitigation steps</LI> <LI>Contact information or links for further assistance</LI> </UL> <H2>&nbsp;</H2> <H2><STRONG>How to Assign Emergency Contacts</STRONG></H2> <P>To set an emergency contact, please refer to our official documentation for the most up-to-date instructions: <A href="https://docs.dynatrace.com/docs/manage/identity-access-management/user-and-group-management/access-user-management" target="_blank" rel="noopener">Dynatrace Docs – User Management</A>. This ensures you always have up-to-date guidance, as steps may change over time.</P> <P>Ensure that:</P> <UL> <LI>At least one reliable recipient is designated.</LI> <LI>Contact information is up-to-date and monitored during all support hours.</LI> </UL> <H2>&nbsp;</H2> <H2><STRONG>Why Is This Important?</STRONG></H2> <P>If no emergency contact is assigned, your organization may miss critical alerts, leading to increased downtime or security risks. Assigning emergency contacts ensures a rapid response and minimizes impact, allowing Dynatrace to keep you informed.</P> <H2>&nbsp;</H2> <H2><STRONG>FAQ</STRONG></H2> <P><STRONG>Q: What is the purpose of the Emergency contact field?</STRONG> A: It designates who receives urgent notifications from Dynatrace ONE during critical incidents.</P> <P><STRONG>Q: Are these emails related to regular problem alerts?</STRONG> A: No, they are reserved for platform-level emergencies only.</P> <P><STRONG>Q: Can I assign multiple emergency contacts?</STRONG> A: Yes, it is recommended to assign more than one for redundancy.</P> <H2><STRONG><BR />Best Practices</STRONG></H2> <UL> <LI>Audit your emergency contact list regularly.</LI> <LI>Educate your team on how to respond to emergency notifications.</LI> <LI>Maintain a clear internal escalation process for handling these alerts.</LI> </UL> <H2>&nbsp;</H2> <H2>What's Next</H2> <P>If this article doesn't answer your question, visit <A href="https://www.dynatrace.com/support/help/" target="_blank" rel="noopener">https://www.dynatrace.com/support/help/</A> or contact Dynatrace Support and let us know what further information you would like.&nbsp;</P> <P>&nbsp;</P> <P><STRONG>Related reading:</STRONG></P> <span class="lia-unicode-emoji" title=":open_book:">📖</span>&nbsp; <A href="https://docs.dynatrace.com/docs/manage/identity-access-management/user-and-group-management/access-user-management#emergency-contacts" target="_self">Emergency Contacts</A> <P><span class="lia-unicode-emoji" title=":open_book:">📖</span>&nbsp; <A href="https://docs.dynatrace.com/docs/manage/identity-access-management/iam-concepts" target="_self">Overview of IAM</A></P> </DIV> Wed, 16 Sep 2026 14:11:50 GMT Andre_LC_Silva 2026-09-16T14:11:50Z https://community.dynatrace.com/t5/Troubleshooting/Understanding-Emergency-Contact-in-Dynatrace-Account-Management/ta-p/293094 <P><LI-TOC indent="15" liststyle="disc" maxheadinglevel="2"></LI-TOC></P> <DIV class="lia-message-template-content-zone"> <P>*<EM>Use a table of contents for longer articles.&nbsp;</EM></P> <H2>Summary</H2> <P><EM>*This is a mandatory section.</EM></P> <P><EM>Short description of which part of the Dynatrace platform the article refers to and what kind of problem it will help resolve/ task it will describe.</EM></P> <P>&nbsp;</P> <H2>Problem</H2> <P><EM>*This is a mandatory section.</EM></P> <P><EM>Provide a precise description of the problem/ task to be described. Use anonymized screenshots, and include text for&nbsp;important messages, errors, or information that will help the customer find this article when searching.</EM></P> <P>&nbsp;</P> <H2>Troubleshooting steps</H2> <P><EM>*This section can be omitted as necessary.</EM></P> <P><EM>Explain what troubleshooting steps should be taken to ensure the problem matches this article.</EM></P> <P>&nbsp;</P> <H2>Resolution</H2> <P><EM>*This section can be omitted for articles that guide customers on case creation.</EM></P> <P><EM>Explain the solution or all possible solutions resulting from the troubleshooting steps.<BR /><BR /></EM></P> <H2>What's next</H2> <P><EM>*This is a mandatory section. Customers need a way to respond or follow up if they have questions.&nbsp;</EM></P> <P><EM>Explain what to do if the article didn't help.&nbsp;</EM><EM>Note that there are multiple options available, including:</EM></P> <OL> <LI><EM><STRONG>Opening a chat or support case&nbsp;</STRONG>- be as specific as possible about the information the customer should include in the case.&nbsp;</EM><EM>Use the following formula and fill or change the bullet points:<BR /><BR /></EM> If this article didn't help, <STRONG>create a chat or open a support case</STRONG> <UL> <LI>Mention that you reviewed this article.</LI> <LI>Include the following details: <UL> <LI>Link to XYZ</LI> <LI>Screenshot of XYZ</LI> <LI>Information about XYZ</LI> </UL> </LI> </UL> </LI> <LI><EM><STRONG>Suggesting Product Idea</STRONG> - encourage the customer to suggest/ vote for a Product Idea explaining their business use case.<BR /></EM> <DIV>Please submit a Product Idea with detailed information about your request and use case in the Product Ideas forum. Our Product Management team regularly reviews these suggestions:</DIV> <A href="https://community.dynatrace.com/t5/Dynatrace-product-ideas/idb-p/DynatraceProductIdeas" target="_blank" rel="noopener">https://community.dynatrace.com/t5/Dynatrace-product-ideas/idb-p/DynatraceProductIdeas</A></LI> <LI><STRONG><EM>Explain this will change in the future </EM></STRONG><EM>- explain that this behavior will change in a future release. (No product idea / support case needed)</EM></LI> <LI><STRONG><EM>Alternatives -</EM></STRONG><EM>&nbsp;any other actions or links to other articles that could move the customer forward.</EM></LI> </OL> <H2><BR />Related reading</H2> <P><EM>*Link this article to other relevant configuration or troubleshooting guides, including any applicable troubleshooting maps.<BR />:open_book:&nbsp;&nbsp;</EM><A href="https://community.dynatrace.com/t5/Troubleshooting/" target="_blank" rel="noopener">XXX Troubleshooting Map</A></P> <P>:open_book:&nbsp; Link 1</P> <P>:open_book:&nbsp; Link 2</P> <P>:open_book:&nbsp; Link 3</P> <P>:open_book:&nbsp; Link 4</P> </DIV> Wed, 16 Sep 2026 14:11:50 GMT https://community.dynatrace.com/t5/Troubleshooting/Understanding-Emergency-Contact-in-Dynatrace-Account-Management/ta-p/293094 Andre_LC_Silva 2026-09-16T14:11:50Z