About support
Technical support is a type of service that includes guidance on Eltex equipment operation.
Free technical support is included in a warranty service. It does not require an additional contract and does not imply regulated time of response, issue resolution, or equipment restoration.
Paid technical support is provided to a customer who purchased a support certificate or signed a technical support contract.
Eltex does not provide technical support to individuals.
If you encounter a problem, please contact the company from which you purchased Eltex equipment.
Pricing packages
Request procedure
- 1Log into the ServiceDesk using your credentials. If you don't have an account yet, go to the main ServiceDesk page and select "Get credentials.
- 2Submit a request: complete all required fields, describe your issue in detail, and attach files as needed. If the request is filled out correctly, the system will assign a number and “new” status to it and register the time it was submitted.
- 3The technical support specialist will review the issue and respond on the request page in the “comments” section.
To contact the support:
Frequently asked questions
How to contact a technical support specialist?
To start communication with the company's technical support, please leave a request on the Service desk portal. After that, a number and a support engineer will be assigned to the request.
Can I contact a technical support specialist without creating a request on the Service desk portal?
To contact a specialist, registering a request on the portal is necessary, since the relevant specialist is assigned based on the parameters of the request created in the Service desk system.
How to create a request in the Service desk system? How to register in the system?
To create a request, log in to the system. If you are contacting the support service for the first time, fill out the registration form for new users on the login page. Then you will receive an email with your password and further instructions.
I have lost the login credentials. What should I do?
You can restore access to the system on the authorization page in the Service desk. A one-time password for restoring access will be sent to the specified email.
I am an individual. Can I contact the company's technical support?
Eltex does not provide support services to individuals. If you encounter a problem, please contact the company from which you purchased the equipment.
If you purchased equipment from the official Eltex store on marketplaces, contact us at help@eltex-doma.ru.
What is not included in technical support services?
Technical support does not include:
- support during lawful interception
- equipment configuration: remote setup of the Customer’s equipment by an Eltex representative via a dedicated connection
- equipment pre-configuration: setup of equipment by an Eltex representative before shipping it to the Customer
- assistance with software updates
Does Eltex provide free technical support?
Free technical support is available to customers who purchased equipment directly from Eltex or from an authorized partner. In other cases, technical support is provided only on a paid basis.
How long does it take to get a response to my request?
The response time to a request depends on your technical support package. If technical support is free, requests are processed on a first come, first served basis, and the response time is not regulated. Registration of requests on the Service desk is necessary regardless of your technical support package.
I have Eltex equipment and I want to purchase paid technical support/extend the warranty. How can I get a cost estimate of paid services?
To get consultation on paid types of services in the Russian Federation, please contact us at service@eltex-co.ru. If you are in other countries, please contact us at foreign.sales@eltex-co.ru. For a faster cost estimate, please indicate in your email serial numbers of the equipment and the types of services you would like to purchase (technical support, warranty extension).