Contact support
A ticket is almost always faster than a phone call, because it reaches whoever knows your project rather than whoever answers.
Urgent, and outside hours? Call your project or account lead directly. After-hours, weekend, public holiday and 24/7 cover is available only where your agreement includes it.
Support time is billable. After-hours, weekend, public holiday and on-site support is available only where your agreement covers it — check your support rate card, or ask your account lead.