Emergency Mailbox not useful if user's mail server is down
Emergency Mailbox access is only useful if the user can reach its mailbox to set up his/her Emergency Mailbox access log on credentials. If the user can't reach his/her mailbox due to email service interruption (servers offline), then the user can't use the Emergency Mailbox.
Today, admins only have the option to send the "welcome to sophos" links to the users mailbox. That is fine as long as the user can see that message, but in the event the user can't retrieve his/her mail, they won't be able to use the Emergency Mailbox in SSP.
In theory, all users should have their SSP access setup before an email outage, but when they don't, they run into this wall.
User already has SSP access but forgot his/her password and his/her email server is down. User won't get the reset password email because email server is down, which means, user won't have access to SSP.
Sophos Central could add a couple of options to admins
a) Send SSP Link to alternate email address for the user
b) Set/Reset/Resind SSP credentials within Central
That could fix the issue.