Contact Information
Support Channels
| Channel | Contact |
|---|---|
| support@exploralab.ru | |
| Phone | +7 (495) 995-58-00 |
| Company | ExploraLab LLC |
Support Hours
| Support Type | Hours |
|---|---|
| Standard Support | Mon–Fri, 09:00–18:00 (MSK) |
| Critical Incidents (SLA contract) | 24/7 around the clock |
Technical Coordinator
Andrey Vladimirovich Gerasimov — Chief Technology Officer
What Support Includes
- Installation and startup guidance
- Assistance with software usage
- Incident and failure resolution
- Delivery of software updates
- Implementation support
How to Submit a Request
- Send a request by email or phone
- A first-line engineer will classify and register the request in the Service Desk
- If necessary, the request is escalated to second- or third-line support
- Upon resolution, a response is sent, the request is closed, and the solution is documented
tip
All requests are registered and tracked in the internal project management system.