Contacting Technical Support
We provide dedicated support channels to ensure your inquiries are handled promptly by your assigned project team.
Support Channels
1. Dedicated Client Telegram Group (Primary)
- For every client project, 1it.pro creates a private project chat in Telegram.
- Who is in the group: Your dedicated Project Manager (PM), lead developer/engineer, and your company representatives.
- Best for: Fast operational questions, incident reports, status updates, and release coordination.
2. Email Support
- Support Inbox:
[email protected] - General & Accounting:
[email protected] - Best for: Formal requests, invoice matters, contract agreements, and offboarding notices.
Do not paste master passwords, raw database credentials, credit card details, or customer personal identification records into chat messages or email bodies. For secure password exchanges, use encrypted one-time secret links or shared password managers per our Materials and Access guide.
Operating Hours & Response Times
Our standard team operations operate under Europe/Warsaw time (CET / CEST):
| Day | Standard Hours | Coverage |
|---|---|---|
| Monday – Friday | 09:00 – 18:00 CET | Full engineering & management coverage |
| Saturday – Sunday | Emergency on-call | Critical production outages only |
| Public Holidays | Emergency on-call | Critical production outages only |
Standard subscriptions include business-hours operational support. 24/7 dedicated round-the-clock SLAs or guaranteed under-1-hour response times require a dedicated enterprise SLA agreement.
Incident Priority Levels
When contacting support, issues are categorized into three levels:
Priority 1: Critical Outage (P1)
- Definition: The website or application is completely unavailable (
500 Server Error, blank page, down for all visitors) or customer enquiries cannot be submitted. - Target First Response: Within 2 business hours.
- Action: Lead engineer triages immediately to restore availability.
Priority 2: Functional Degradation (P2)
- Definition: The site is online and accepts orders, but a specific sub-feature has an issue (e.g., one image fails to render, Telegram alert arrives with a delay, formatting issue in admin).
- Target First Response: Within 4–8 business hours.
- Action: Investigated and resolved within regular sprint maintenance.
Priority 3: General Question & Change Request (P3)
- Definition: How-to questions, copy additions, requests for new features or design adjustments.
- Target First Response: Within 1 business day.
- Action: Evaluated by your PM and scheduled or quoted per change request guidelines.
Before You Write
To help us resolve your question faster, please review the Incident Checklist and provide the exact URL and steps to reproduce.