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https://www.aerotech.com/global-tech-support/
By clicking Log In to GTS Portal, you will be redirected to the GTS Portal Login page as seen below.
You can then login, recover your password, or create an account.
Creating a Support Case
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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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.
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