Contacting Support
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.
How to reach us
Email us at 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."
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.
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 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.
Optional, but very helpful: a screenshot or screen recording of the failure, and a copy of the relevant Activity Log entry (see below).
Where to find the details we ask for
Most of what we need is already recorded inside ITOC360:
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.
https://docs.itoc360.com/communication-and-shift-management/channelshttps://docs.itoc360.com/on-call-management-and-escalations/escalations
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