When is the ET Group Help Desk available?

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: 8 am thru 6 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 16, 2026; February 15, 2027; February 21, 2028)
Good Friday (April 3, 2026; March 26, 2027; April 14, 2028)
Easter Monday (April 6, 2026; March 29, 2027; April 17, 2028)
Victoria Day (May 18, 2026; May 24, 2027; May 22, 2028)
St. Jean Baptiste Day (June 24, annually) reduced resources
Canada Day (July 1, annually)
Civic Holiday (August 3, 2026; August 2, 2027; August 7, 2028)
Labour Day (September 7, 2026; September 6, 2027; September 4, 2028)
National Day for Truth and Reconciliation (September 30, annually)
Thanksgiving (October 12, 2026; October 11, 2027; October 9, 2028)
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

When is the ET Group Help Desk available?

You'll be able to learn more about our regular business hours and which Canadian holidays we are closed for.