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Log into the Global Technical Support Service Desk. This is the recommended option.
Request Type Description Technical Support Request additional product information or assistance troubleshooting a product Software Upgrades Request assistance with software license activations, software upgrades, or license extensions. Spare/Replacement Parts Request a quote for spare or replacement parts. RMA Request for Repairs Obtain a Return Material Authorization Number.
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- Email support@aerotech.com to automatically create a case in the portal.
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Working with Support Cases
When a case is first created, it will look something like this in the GTS portal:
- A. The status of the case is shown in the top right.
- Waiting for Support – pending a comment from Aerotech
- Waiting for Customer – pending a comment from the customer
- Paused – a case may be paused for several reasons, or pending information that will take longer than the standard 24 hr response time
- Resolved – the issue/case has been resolved
- B. Use the comment field to enter a comment on the case.
- To attach a file to the case, click on the paperclip icon in the comment field.
- C. The creator/reporter of the case and all participants the case is shared with.
- D. Use the Share button to add participants to the case.
- E. Use the Resolve button to change the status to Resolved.
After a case is resolved, you may receive a customer satisfaction survey via email.
Clicking on a star rating will redirect to a webpage where customer feedback can be left for that case.
Email Notifications
The GTS portal will send notifications of actions taken in a support case, such as comments made, over email. Email notifications will be sent individually to the reporter/creator of the case and all participants at the same time. Note that this means that all participants on the case will receive email notifications, however they will not be cc'd on the email notifications themselves.
To opt out of receiving notifications over email, log in to the GTS portal and click "Don't notify me" on the respective GTSE support case.
Accessing the Knowledgebase
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