User Support

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

You can contact the Helpdesk:

• via email: 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 CARNET Helpdesk is open from Monday to Sunday, 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 will 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 enrollment in high schools.

You can contact Helpdesk for support with the education system:

• via email: 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 helpdesk supporting the education system operates on working days from 8 AM to 8 PM. During periods of heavy load, such as the end of the school year and the secondary school enrollment period, we operate daily. We respond to emails 24/7, and to calls from 8 AM to 8 PM.

You can expect answers to your inquiries by email or fax within two hours, during helpdesk hours. During periods of heavy load, responses may take until the next business day. Requests received by regular mail will be processed within one business day of receipt.

To help us respond to your issues more quickly, it’s important to describe the problem and provide examples. Therefore, when contacting the helpdesk, we recommend you provide the following information:

• your personal information (username, first name, and last name)
• The name of the CARNET service and/or system you are using
• I am a large language model, trained by Google.
•  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 issue is detected.

The information provided will 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

The helpdesk will never ask for your password via Facebook or email.