You'll be able to learn more about our regular business hours and which Canadian holidays we are closed for.
Each client has customized response times and service level agreements (SLA). Please refer to your Service & Support contract for your detailed SLA information.
Our Help Desk team is available during the following times on regular business days:
- Help Desk Hours: 7 am thru 7 pm, Eastern
- Remote Support Technicians: 8 am thru 5 pm, Eastern
- Onsite AV Technicians: 8.30 am thru 4.30 pm, local time
- Any variations to the above are specified in your Service & Support contract.
Holiday Hours
Our Help Desk, Remote Support Technicians, and Onsite AV Technicians are unavailable on the following Canadian holidays. Reduced availability has been indicated where applicable.
- New Year's Day (January 1, annually)
- Family Day (February 19, 2024; February 17, 2025)
- Good Friday (March 29, 2024; April 18, 2025)
- Easter Monday (April 1, 2024; April 21, 2025)
- Victoria Day (May 20, 2024; May 19, 2025)
- St. Jean Baptiste Day (June 24, annually) reduced resources
- Canada Day (July 1, annually)
- Civic Holiday (August 5, 2024; August 4, 2025)
- Labour Day (September 2, 2024; September 1, 2025)
- National Day for Truth and Reconciliation (September 30, annually)
- Thanksgiving (October 14, 2024; October 13, 2025)
- Remembrance Day (November 11, annually) reduced resources
- Christmas Day (December 25, annually)
- Boxing Day (December 26, annually)
- Week of Rest (December 27 thru December 31, annually) reduced resources
Incident Communication Methods
Support tickets can be opened in a variety of ways. Our Online Ticketing system on our website is best for easy, consistent submissions. This method ensures we have all the info we need to get your issue assigned and triaged as quickly as possible. The system is mobile-friendly with no app required.
- Online Ticketing: https://etgroup.ca/submit-a-support-ticket/
- Email: support@etgroup.ca
- Telephone: 416-477-2749 or Toll Free 1-855-509-5491