User Support

CARNET’s User Support Service (Helpdesk) provides support for the use of CARNET services and information about CARNET activities.

You can contact Helpdesk:

• by e-mail: helpdesk@carnet.hr
• by telephone: +385 1 6661 555
• by fax: +385 1 6661 630
• by mail: CARNET helpdesk, Josipa Marohnića 5, 10000 Zagreb.

The working hours of the CARNET Helpdesk is from Monday to Sunday from 8 am to 10 pm.

You can expect answers to your queries via e-mail or fax within two hours, within Helpdesk working hours. Requests received by regular mail shall be processed within one business day of receipt.

Within the User Support Department, a specialized system support team provides support to system users:

• e-Class Register,
• e-Matica and
• online enrolment in high schools.

You can contact Helpdesk for support of the education system:

• by e-mail: helpdesk@skole.hr
• by telephone: +385 1 6661 500
• by fax: +385 1 6661 630
• by mail: CARNET helpdesk, Josipa Marohnića 5, 10000 Zagreb.

The working hours of the helpdesk to support the education system is on the working day of 8 am to 8 pm. In the periods of heavy loads at the end of the school year and at the time of enrolment in secondary schools we work every day. From 0 to 24 we reply to e-mails, and from 8 am to 8 pm to calls.

You can expect answers to your inquiries by e-mail or fax within two hours, within the helpdesk time, in periods of heavy load the next working day. Requests received by regular mail shall be processed within one business day of receipt.

In order to respond more quickly to your issues, it is important to describe the issue and to substantiate it with examples. Therefore, when contacting helpdesk we advise you to provide the following information:

• your personal information (username, name and surname)
• the name of the CARNET service and/or system you are using
• which software or operating system you are using
•  information about machine settings or programs you are having problems with
• the exact time (or period) of the occurrence of the problem
• messages printed by the system just before or after the detection of the issue.

The information provided shall enable you to get a faster, more accurate and complete answer.

For safety reasons, when contacting helpdesk do not ever:

• send passwords
• publish passwords to Facebook queries

Helpdesk shall never ask for your password via Facebook or E-mail.