Support Procedure
To help us resolve issues quickly, please log support via the methods below. We’ll allocate a ticket number, keep you updated, and work to restore service as efficiently as possible.
Quick contacts
- Email: support@it-communicationsltd.co.uk
- Main line: 03300 250 250
- Support desk: support.it-communicationsltd.co.uk
- Status: status.it-communicationsltd.co.uk
- Remote support: assist.zoho.eu
For the fastest response, always log a ticket first (it creates the case and captures the audit trail).
How to request support
We provide remote assistance during published support hours. A support request must be logged (ticketed) so it can be tracked, prioritised and escalated where needed. (Your existing page already states email ticketing + ticket numbers; this is the expanded, clearer version.)
1) Log a ticket (preferred)
Use the Support Desk so you receive a ticket number instantly and can follow progress.
2) Email support
If you email, include a clear subject and the key information below so we can triage immediately.
3) Check service status
If there is a known incident or maintenance event, it will be shown on our status page.
What to include in your ticket (so we can fix it fast)
The fastest resolutions happen when we can reproduce the issue and see clear evidence. Please include:
Required information
- Company name and best contact number
- Service affected (e.g., hosted 3CX, SIP trunk, numbers, broadband)
- Impact: how many users / sites affected
- When it started and whether it’s intermittent or constant
- Examples: caller number, called number, time/date, extension, queue name
If your issue is 3CX-related
- 3CX version (v18/v20 + update level)
- Deployment (hosted by us / self-hosted / on-prem)
- SIP trunk/provider and any recent changes
- Firewall/NAT changes (new router, ISP, SIP ALG toggles, etc.)
- Support bundle / logs where applicable (see “Pre-checks” below)
Severity levels & prioritisation
We prioritise cases based on business impact. Response times are best-effort estimates during support hours (and may vary depending on third parties such as carriers, ISPs, and vendors).
| Severity | Example impact | What we do |
|---|---|---|
| P1 – Critical | Complete outage or major loss of service affecting most users/sites. | Immediate triage, escalation, and continuous work until service is restored or stabilised. |
| P2 – High | Core features degraded (e.g., inbound failing for a department, queue down, SIP registration unstable). | Rapid investigation and targeted fix; may include configuration changes and vendor escalation. |
| P3 – Standard | Single user issue, minor fault, “how-to”, or non-urgent change request. | Handled in order of priority with scheduling where appropriate. |
Note: Vendor support models vary. For example, 3CX’s own policy emphasises ticket-based support and self-help/troubleshooting guidance rather than a “call a support line” approach. :contentReference[oaicite:2]{index=2}
Pre-checks before logging a 3CX issue
If you can do these quick checks, it often cuts resolution time dramatically. We’ll still help if you can’t — this is optional.
Firewall / NAT validation
If calls are one-way, audio drops, or registrations fail, NAT and port handling are common causes. 3CX includes a built-in firewall checker and guidance on correct port forwarding and port preservation. :contentReference[oaicite:3]{index=3}
Logs / support bundle
For complex SIP or call flow issues, we may request logs or a support bundle. 3CX provides tools and guidance for analysing server logs using their log viewer. :contentReference[oaicite:4]{index=4}
Backup posture
For any upgrade or major change, ensure backups are configured and recent. 3CX provides guidance on backup and restore practices. :contentReference[oaicite:5]{index=5}
Remote support sessions
Where appropriate, we may request a remote session to speed up diagnosis and reduce disruption. Please ensure a relevant contact is available and has permission to approve changes.
When remote support helps
- Desktop app provisioning issues
- Firewall/router configuration checks
- Server access troubleshooting
- Complex call flow testing with live examples
Start remote support
Use our remote support link when requested by an engineer.
For security, we do not initiate unattended sessions without your approval.
Escalation and updates
Each support request is allocated a ticket number and we’ll provide updates as the case progresses. Please quote the ticket number in replies to keep the audit trail clean and fast. (This matches your current stated process.)
If you believe your issue is business-critical, state “P1 Critical” in the subject and describe the impact clearly.
FAQs
Do I have to use the Support Desk?
No — email works too. The Support Desk is recommended because it issues a ticket number immediately and keeps everything tracked.
Can I call instead?
For technical issues, ticket logging is the preferred route so the case is tracked, prioritised and escalated correctly.
What if the issue is with my carrier/ISP?
We’ll still help with diagnosis and will escalate to third parties where relevant, but resolution times may depend on them.
What if I’m not sure it’s 3CX?
Log the ticket with symptoms and examples (times, numbers, extensions). We’ll identify whether it’s PBX, SIP trunk, network, or endpoint related.