Open a support ticket
Receive a ticket number immediately, follow progress and keep every update connected to the same case.
Open Support DeskIT Communications
Support Procedure
Clear support routes, response priorities and escalation procedures for IT Communications customers.
Get help quickly
Choose the right support route.
For technical faults, logging a ticket is always the preferred first step. It gives you a reference number and gives our engineers the information needed to begin triage.
Email support
Email the support team with a clear subject, your business impact and useful fault examples.
Email support@it-communicationsltd.co.ukCheck service status
See whether a known incident or planned maintenance event is already affecting your service.
View service statusHelp us diagnose faster
What to include in your ticket.
Clear examples help us reproduce the issue, assess its priority and get the right engineer involved sooner.
Business critical?Put “P1 Critical” in the subject and clearly explain the impact.
Your organisation and contact
Company name, best contact number and the person available to work with our engineer.
The affected service
Tell us whether the issue affects 3CX, SIP trunks, telephone numbers, broadband or another service.
Business impact and timing
How many users or sites are affected, when it started, and whether it is constant or intermittent.
Useful examples
Include call times, caller and called numbers, extensions, queue names, screenshots or error messages where relevant.
Prioritisation
Cases are assessed by business impact.
Response targets are best-effort during support hours and can depend on third-party carriers, internet providers and vendors.
CriticalMajor service loss
Complete outage
A major loss of service affecting most users or multiple sites. Immediate triage and escalation, with continued work until service is restored or stabilised.
HighCore feature degraded
Significant disruption
Inbound calling, a department, queue or core feature is failing or unstable. Rapid investigation with targeted configuration or vendor escalation.
StandardLimited impact
Routine assistance
A single-user issue, minor fault, how-to question or non-urgent change request. Handled in priority order and scheduled where appropriate.
3CX and technical issues
Useful checks before you submit.
You can still contact us if you cannot complete these checks. Where available, the information can reduce diagnosis time considerably.
Version and deployment
Include the 3CX version and update level, whether it is hosted, self-hosted or on-premise, and any recent changes.
Firewall and network
Tell us about router, ISP, NAT, port forwarding or SIP ALG changes—particularly for one-way audio, dropped calls or registration faults.
Logs and support bundle
For complex SIP or call-flow faults, an engineer may request logs or a support bundle after initial triage.
Backup posture
Before upgrades or major configuration changes, confirm that recent backups are available.
Updates and escalation
One ticket. One clear audit trail.
Quote your ticket number in every reply so updates remain connected. We will keep you informed as the case progresses and escalate to carriers, internet providers or vendors when required.