3.3.1 How customers contact support

Customers can contact support team in the following ways:

• Emails

This is the method used for the majority of the tickets and also the preferred one. Information are written, everything is catalogued in support and nothing can be lost.

• Telegram

Since Skype has been retired by Microsoft in May 2025, Support started using a Telegram account. Support's Telegram contact is @EtereSupport.
You can connect Telegram desktop application on your workstation, using the phone number with russian area code. Someone who's already connected (or if you are already connected from another workstation), will then give you the OTP code to access.

Telegram should be only used by customers for urgent or quick communications. Information on the Telegram chat have to be written also in the incident's internal notes, in order to avoid to lose details.

Also, since it's not possible to mark messages as unread, if you open a chat and read its messages, you should also take and manage the related ticket and reply to the customer on Telegram.

• Phone

Customers can also call Etere support and explain the issue or request by voice. It's a good practice to ask if customer refers to an already existing ticket and of course understand the issue well, before providing a solution. If the issue is not clear, ask to send an email along with some screenshots or a video that can help support understand. Unless it's an urgent issue, ask to send an email it's never wrong, however in some cases we prefer to open or update a ticket by ourselves. Always be polite and professional.