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      After Hours Support and Holiday Support

      Elentra is committed to providing world-class support to our clients. Our support team is available Monday to Friday from 8:00 am - 8:00 pm ET to assist you with questions, concerns, and technical issues.

      If you encounter an emergency issue that requires support outside of Elentra’s regular support hours, including holidays, we invite you to make use of Elentra’s After Hours and Holiday Support model.

      In case of a Severity 1 or Severity 2 issue that occurs between 8:00pm - 8:00 am ET, or on weekends/holidays, please call (833) 732-2539 and select extension 1. You will be connected to Elentra’s on-call team for direct assistance.

      To determine if the issue qualifies for after hour support, please refer to the issue severity matrix below. Severity 1 and Severity 2 issues can be used to trigger Elentra’s after hours support protocol.

      If you have any questions about this process please reply to this email, or reach out to your account manger directly.