You have questions about our services?

The answers to frequently asked questions may help you!

Questions

In case of problems, please always contact the Support team – this is the only way to ensure that a corresponding ticket is created and that one of our technicians can handle the problem within the scope of our service level agreements. You can reach our Support by telephone at +49 69 941 179-25 or e-mail at support@elabs.de.

Please log in again under the following link: https://portal.mylogin24.com/CortexDotNet/Login/Login.aspx
After you log in, you will be forwarded to the password change page directly.

 

When choosing a new password, please make sure it has at least 8 characters and contains both numbers and letters. (At least one uppercase and one lowercase letter must be included.) The new password cannot be identical to one of your last 3 passwords.

Please contact Support by telephone at +49 69 94 11 79-25.

There are two ways to register a new user: Either use our self service portal, or register the new user with the form. For the second option, please download the form [link], fill it out and send it to Support by e-mail at support@elabs.deᅠ or by fax at +49 69 94 17 79-725.

Please contact your personal customer service assistant.

You can reach our Support by telephone at +49 69 94 11 79-25 or e-mail at support@elabs.de, Monday through Friday between 8 am and 6 pm.

Outside the support hours, you can contact our emergency service by telephone at 09001221110. (Rate: EUR 1.99 per minute in the German land line network. Mobile rates may vary by provider.)

For external access to your e-mail, please visit the following website: https://webmail.elabs.net/owa.

The username is the e-mail address you provided at registration, the password is your Windows password.

Detailed instructions for the integration of mobile devices are found here: Elabs_Anleitung_Einrichtung_Exchange_iPad.pdf

You can either answer an e-mail from the ticket system directly or by sending a new e-mail. If you decide to send a new e-mail, please enter a pound symbol (#) and the ticket number as the subject. (For example if the ticket number is “1234” enter “#1234” as the subject.)

Please press the key combination “Ctrl+Alt+Delete” and close the application in the foreground. If Task Manager does not open, please contact Support. You can reach Support by telephone at +49 69 94 11 79-25 or e-mail at support@elabs.de.

Please contact Support. You can reach Support by telephone at +49 69 94 11 79-25 or e-mail at support@elabs.de.

If the internet connection is established through the LAN, first check if the network cable is properly connected. In case of internet access via WLAN, check if you are connected to the access point. Should this be the case respectively and you still cannot connect to VDI, please contact Support. You can reach Support by telephone at +49 69 94 11 79-25 or e-mail at support@elabs.de.

Please contact your personal customer service assistant.

In case of complaints and/or escalation, your personal customer service assistant is your first point of contact. For critical matters, please ask to be put in touch with the Customer Service Manager.

If the service should not be available as an exception due to maintenance, we usually inform you in advance by e-mail.
If there is no ongoing maintenance and the service is not available anyway, you can contact our emergency service by
telephone at 0900 12 21 110. (Rate: EUR 1.99 per minute in the German land line network. Mobile rates may vary by provider.)