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 (343) 341-2825. You will be connected to Elentra’s on-call team for direct assistance. If you are directed to voicemail, a team member will call you back within 10 minutes. 

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.