Customer Support Service

The customer support service consists of two helpdesk teams: CARNET Helpdesk and CARNET Helpdesk for Educational System Support.

CARNET Help Desk provides support for using CARNET's services and information on CARNET's activities.

You can contact CARNET's Helpdesk by:

• by email: helpdesk@carnet.hr
• telephone: +385 1 6661 555
• by mail: CARNET User Support Service, Josipa Marohnića 5, 10000 Zagreb.

CARNET Helpdesk's working hours are every day from Monday to Sunday, from 8 AM to 8 PM.

You can expect email inquiries to be answered within two hours during CARNET Helpdesk working hours. Requests received by regular mail will be processed within one business day of receipt.

CARNET Helpdesk for Educational System Support provides support to education users for systems:

• e-Dnevnik
• e-Matica
• online enrollment in high schools 
• e-Schools.

You can contact the CARNET Helpdesk for support of the education system:

• by email: helpdesk@skole.hr
• phone: +385 1 6661 500
• by mail: CARNET User Support Service, Josipa Marohnića 5, 10000 Zagreb.

The CARNET Helpdesk's working hours for supporting the education system are Monday through Friday from 8:00 AM to 8:00 PM. During periods of higher demand at the end and beginning of the school year, as well as during high school enrollment, we work every day. We respond to emails 24/7 and to calls from 8:00 AM to 8:00 PM.

You can expect responses to email inquiries within two hours during CARNET's Helpdesk business hours for educational system support, and during periods of higher load by the next business day. Requests received by regular mail will be processed within one business day of receipt.

To help us respond more quickly to your issues, it's important to describe the problem as clearly as possible and back it up with examples. Therefore, when contacting Customer Support, we recommend providing the following information:

• your personal data (username, first and last name)
• Name of the CARNET service and/or system you are using
• What software or operating system do you use?
• information related to the settings of the machine or program you are having problems with
• the exact time (or period) when the problem occurred
• messages that the system displays immediately before or after the observed problem.

The provided data will enable a faster, more accurate, and more complete answer.

For security reasons, when contacting Customer Support, never:

• send passwords
• Posting passwords in Facebook queries.

The customer support service will never ask for your password via Facebook or email.

The Croatian Academic and Research Network – CARNET, as the personal data controller, respects the privacy and security of its users. Therefore, through this privacy notice we wish to inform you which personal data we collect, how we use it, how we safeguard it, and what your rights are regarding the processing of that data.