At Elentra, we are committed to providing timely and effective support to ensure your systems run smoothly and your users receive the help they need.
Elentra Support Hours
Our standard support hours are:
Monday – Friday
9:00 AM – 7:00 PM EST (North America hours)
Regular support requests are handled during these hours.
How to Reach Elentra Support
During our support hours, you can contact our team through the following channels:
Email Support
Send your support requests to: support@elentra.com
Support Portal/ Ticketing System
If your institution uses Elentra’s support portal, you may also submit a request directly through the platform.
Please include as much detail as possible in your email and ticket submission through the portal, such as:
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A clear description of the issue
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Relevant screenshots (if applicable)
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User role or affected user names
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Environment details (e.g., staging, production)
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Any existing ticket reference numbers
Tips for Effective Support Requests
To help us assist you efficiently:
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Be specific in your description
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Mention any recent changes or updates to your system
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Let us know if the issue is affecting multiple users or modules
Emergency Support (After-Hours)
We understand that urgent issues can arise outside of normal business hours. Emergency support is available for critical, system-down issues.
To access emergency support, please:
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Email support@elentra.com with "URGENT" in the subject line
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Please provide a clear and concise summary of the issue and its impact
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Include contact information for a point person if immediate follow-up is needed
Our team will review and respond as soon as possible.
Elentra Support Hours Holiday Coverage Notice
Please be advised that the Elentra Helpdesk operates with reduced staffing during North American public holidays. While support for critical issues will remain available, response times for general inquiries may be delayed. To ensure timely assistance, please mark urgent tickets as "URGENT." We appreciate your patience and understanding during these periods.
If you have any questions about our support process or need help prioritizing an issue, feel free to contact us—we’re here to help.