Support

Eltex support

Eltex provides services of different types. Our customers can select a best-suited service package, including 24/7 technical support and warranty extension.

Services

Technical support

Warranty and repair

Maintenance service

Flexible maintenance and support packages can be easily customized to suit any business needs

24/7 support

Extended 24/7 support package

Extended warranty up to 5 years

Extension of warranty period for diagnostic and repair services is available

Testing

We can set up a remote hardware lab stand or provide equipment for testing on your network. Eltex engineers support testing by assisting with configuration and answering inquiries.

Customer training

We train customer engineers in the in-house Eltex Academy

Information for individuals

Eltex does not provide support and repair services to individuals.

If you encounter a problem, please contact the company from which you purchased the equipment.

Useful materials

Documents and files

Data sheets, manuals, firmwares

Knowledge base

Useful articles on the hardware setup

Maintenance

Technical support and warranty

Eltex Academy

Training courses on the hardware setup

Webinars

Interesting and useful facts about Eltex products

Regulations

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).