If you have any questions or problems with the operation of the ecom.md platform, our support team is ready to help.
Methods of contact
Telegram bot
The fastest way to get help is through our Telegram bot. The bot automatically searches the knowledge base for an answer and, if it doesn’t find it, forwards the question to the support team.
Write to the support service by email. Please indicate:
- Description of the problem
- URL of your store
- Screenshots of the error (if any)
- Steps to reproduce the problem
Control Panel
Through your store's control panel you can:
- Leave a request in the support section
- Attach files and screenshots
- Track the status of the request
What to include in your request
To quickly resolve the problem, please contact:
- What happened - detailed description of the problem
- When it happened - date and time
- Where it happened - control panel section or website page
- What was expected - how it should work
- Screenshots - visual confirmation of the problem
Response time
- Critical errors (site does not work) - within 1 hour
- Serious errors (function does not work) - within 4 hours
- Regular questions - within 24 hours
For more information about error levels and SLAs, see the article “Error levels and response times.”
Working hours
Support is available on weekdays (Mon-Fri), from 9:00 to 18:00 (GMT+2). Critical errors are also processed outside of working hours.