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How to Get Help: We Are Always Available πŸ†˜

Your success is our priority. We understand that in the digital world a 15-minute delay can be expensive, so our support is organized like a precise Swiss mechanism.

πŸ“ž Communication Channels and Response Time​

We have distributed the load so that you get an answer exactly where it's convenient for you.

ChannelPurposeResponse Time
πŸ’¬ Telegram (@1itpro_support)Quick questions and consultations2-5 minutes
πŸ“ž Phone (+48 571 314 537)Urgent technical failures1-3 hours (working)
πŸ“§ Email ([email protected])Official requests, documents1-3 hours
🎫 Ticket systemComplex tasks, edit historyPriority

πŸ• Support Levels (SLA)​

We classify requests by criticality level to save "burning" projects first.

πŸ”΄ Emergency Support (24/7)

Cases: Data loss, critical system failure, hacking, server unavailability. Response time: 5-15 minutes.

🟠 Urgent Support (9:00-21:00)

Cases: Website errors, payment problems, partial loss of access. Response time: 15-30 minutes.

🟑 Standard Support (9:00-21:00)

Cases: Questions about features, configuration consultations, general questions. Response time: 30-60 minutes.

πŸ€– AI Assistant: Help 24/7 Without Waiting​

Our AI assistant is trained on the entire 1IT.PRO knowledge base. It doesn't sleep, doesn't have lunch, and knows answers to 90% of technical questions.

  • What it can do: Help with basic settings, create a ticket, find the necessary instruction.
  • When it switches to a human: If the problem is unique or requires manual intervention in code/server.

Example: "How to configure SMTP for Zoho?" AI will give a ready instruction in 1 second.

πŸ“§ How to Write an Email So the Problem Is Solved Faster​

So that our engineers don't waste time clarifying details, use the "golden standard" of contact:

  1. Account ID: (for example, ID: 12345).
  2. Problem essence: What exactly doesn't work.
  3. Context: What you were doing before the error occurred.
  4. Screenshot: If there is a visual error.

Example of a good email subject: [ID: 12345] Error 500 when attempting to write to CRM

πŸ“ˆ Metrics of Our Work​

We measure everything to become better. Here are our current quality indicators:

  • Share of problems solved on first contact: 85%
  • Average specialist rating: 4.8 / 5.0
  • Share of successfully reflected incidents: 100%

πŸ’‘ Tips for Efficient Interaction​

Before calling
  1. Try to press Ctrl+K and find the answer in this Knowledge Base.
  2. Check your server status in Uptime Kuma.
  3. Make sure the problem is not in the browser cache (try opening the website in incognito mode).

What's Next?​

If your question doesn't require urgent intervention, we recommend familiarizing yourself with the frequently asked questions section.