In general the most effective way to contact IT Support is by E-Mail via support@aei.mpg.de (Potsdam) or hit@aei.mpg.de (Hannover) , during normal daily working-hours.
Our Service Level Agreement (SLA) for providing IT Support to the institute is:
You can view, create and edit your own IT Support requests (tickets) online at help.aei.mpg.de .
You can read IT News via our RocketChat channel (useful if there is an E-Mail service outage).
For very urgent and important IT issues/problems when a reply was not forthcoming in a timely manner (during normal working hours).
The aim is to fix problems with our IT services (e.g. email) if/when they occur on weekends or bridge days during normal daily working-hours. For very urgent and important IT service outages/problems at the weekends.
You can contact specific IT staff during normal daily working-hours via E-Mail, Telephone, Chat or Zoom: List of IT Staff.
If our IT Services Department is not delivering what you need for your work, and you have given us a couple of chances, then please do escalate the issue/problem/request/wish to the Head of IT.