Support

When to reach out to support

Contact support when:

• You find a bug or something isn't working as expected
• You need help with a complex setup or feature
• You have questions about your plan or billing
• You need to delete accounts or close your organization
• You have feedback or feature requests

Raising a support ticket

There are two ways to get help:

Option 1: In-app support

1. 1Click your avatar (top right) in the app
2. 2Click Support
3. 3Click New Ticket
4. 4Write a subject and describe your issue in detail
5. 5Attach a screenshot if helpful
6. 6Click Submit
7. 7You'll receive an email confirmation with a ticket number

Option 2: Email

Email support@my1service.com directly. Start with your organization name and a clear subject line.

What to include in a support ticket

To help us resolve your issue faster, include:

• Your organization name
• Your name and email
• A clear description of the problem
• Steps to reproduce (e.g., "Click Courses, then try to upload a video")
• What you expected vs. what happened
• Any error messages you see
• Screenshots or screen recordings (very helpful for UI issues)
• Your browser and OS (e.g., "Chrome on Windows 10")

Ticket status and priority

Your ticket is assigned a priority:

• Critical (urgent): System down, members can't access courses, data loss. Response within 1 hour.
• High: Important feature broken, workflow blocked. Response within 4 hours.
• Normal: Minor issue, feature request, general question. Response within 1 business day.
• Low: Documentation question, nice-to-have feature. Response within 3 business days.

We'll assign a priority based on your description. If it's truly urgent, mention it clearly.

Following your ticket

Once you submit a ticket:

• You receive a confirmation email with a ticket number (e.g., #12345)
• You can check status anytime by clicking Support in the app and finding your ticket
• You'll be emailed when someone from the support team replies
• Keep replying to the email thread — don't create new tickets for the same issue

Expected response times

Support operates during business hours (Monday–Friday, 9 AM–5 PM in our time zone). You can submit tickets anytime, but responses happen during business hours.

Escalating an issue

If your issue isn't resolved to your satisfaction:

• Reply to the support ticket and mark it as "Not Resolved"
• Ask to escalate to a senior support engineer or manager
• We'll review the ticket and reassign it to someone with more authority

Support knowledge base

Many common questions are answered in this documentation. Before opening a support ticket, check:

• The Getting Started guide
• Topic-specific docs (search for your issue)
• The FAQ section (if available)

This often solves problems faster than waiting for support.

Feature requests

Have an idea for a new feature or improvement? Open a support ticket with "Feature Request" in the title. Describe:

• What you want to do
• Why it's important to you
• How you'd like it to work

We read all feature requests and use them to prioritize improvements.

Reporting security issues

If you discover a security vulnerability, please email security@my1service.com instead of opening a public ticket. Mark it as urgent and provide details. We take security seriously and will investigate immediately.

Feedback and surveys

Occasionally we send feedback surveys or request testimonials. Responding helps us improve the platform. You can also submit feedback anytime through a support ticket.

Support during peak times

During peak enrollment periods (start of term, training launches), support volume is high. We prioritize critical issues but might have longer response times for normal and low-priority tickets. Plan ahead for help when possible.