> For the complete documentation index, see [llms.txt](https://docs.itoc360.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.itoc360.com/help-and-support/contacting-support.md).
# Contacting Support
{% hint style="info" %}
**Get help on the first reply.** A clear report (the right link, the channel that misbehaved, and what you expected to happen) lets our team reproduce and resolve your issue without a back-and-forth. This page covers how to reach us and exactly what to send.
{% endhint %}
***
#### How to reach us
Email us at [**support@itoc360.com**](mailto:support@itoc360.com).
We respond to every request and triage by impact. To help us prioritize correctly, tell us how the issue affects you. For example, "no on-call coverage in production right now" versus "a question about configuring a schedule."
{% hint style="warning" %}
For issues affecting **live on-call coverage** (missed pages, escalations not firing), start your subject line with `[URGENT]` so it routes to the front of the queue.
{% endhint %}
***
#### What to include in your request
The more of the following you can give us up front, the faster we can resolve your ticket. You don't need every item. Send what's relevant to your situation.
**The affected alert or incident**
* The **incident link**: open the incident in ITOC360 and copy the URL from your browser address bar.
* The **alert** that misbehaved, or the **date, time, and timezone** you expected a notification to fire.
**What happened vs. what you expected**
A one-line contrast is usually enough, for example:
* "Alert created but no SMS arrived."
* "Voice call rang the wrong responder."
* "Escalation skipped Level 1 and went straight to Level 2."
* "Slack notification posted twice."
**The notification channel involved**
Tell us which channel misbehaved (**voice call, SMS, or email**) and, for voice/SMS, the country the number is registered in. This narrows down delivery-side issues quickly.
**Routing and schedule context**
* The **escalation policy** and **on-call schedule** that were active at the time.
* The **Source** that produced the alert (Prometheus Alertmanager, Grafana, Zabbix, Datadog, custom webhook, etc.).
* Any recent change you made to channels, schedules, escalation policies, or sources before the issue started.
**For sign-in problems**
* Your **sign-in method** (Google, email + password, or SSO).
* Whether signing in at [itoc360.app](https://itoc360.app) from a desktop browser works.
* Whether two-factor authentication is enabled on the account.
**What you've already tried**
A quick note on the steps you took (re-sending a test alert, re-verifying a channel, checking the escalation policy) saves us from suggesting things you've already ruled out.
{% hint style="success" %}
**Optional, but very helpful:** a screenshot or screen recording of the failure, and a copy of the relevant **Activity Log** entry (see below).
{% endhint %}
***
#### Where to find the details we ask for
Most of what we need is already recorded inside ITOC360:
| What we ask for | Where to find it |
| -------------------------------- | ------------------------------------------------------------------------------------------------------------- |
| Incident link | Open the incident under **Monitoring > Incidents** and copy the browser URL |
| Notification delivery status | The incident **Activity Log**, which shows every notification sent, the channel used, and the delivery result |
| Channel verification status | **Management > Channels** |
| Which policy handled the alert | **Management > Escalations** |
| Which integration sent the alert | The **Source** detail page under **Management > Sources** |
Tip: copy the Activity Log entry
The Activity Log is the single most useful thing you can attach. It tells us whether a notification was generated, which channel it targeted, and whether delivery succeeded or failed. That immediately tells us if the issue is in routing, in the channel, or downstream at the carrier.
***
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---
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