Support channels
- Email: support@lod.bg – the recommended channel; every email gets a ticket number;
- Phone: +359 897 414 350;
- Client panel: through the “LOGIN” button at the top of the website.
Working hours
Monday – Friday, 09:00 – 18:00 (Bulgarian time, EET/EEST). For clients with a “Premium” support contract – 24/7 as described in the contract.
How to submit a request
To solve the problem as quickly as possible, please include:
- the company name and the service (domain, server, system);
- what is happening and since when;
- what you expect to happen;
- the error message or a screenshot, if there is one;
- how urgent it is – whether all users are affected or just one.
Priorities
| Priority | Example |
|---|---|
| Critical | The website, store or system is down for all users; suspected security breach |
| High | An important feature doesn’t work, but there is a workaround |
| Normal | A bug that doesn’t block work; a question |
| Low | A change request or a new feature |
Response times by priority are set out in the support contract (SLA). Clients without a support contract are served in the order requests are received.
Emergencies
If you suspect a hacker attack or data encryption – call us, don’t wait for an email reply. Disconnect the affected devices from the network, but if possible don’t switch them off.