ACS - Advanced Customer Support

In addition to the technical support available during normal business hours, Meinberg offers the "Advanced Customer Support", an extended technical support service, which you can request at any time - 365 days a year, 24 hours a day.

For the duration of the contractual term, you have the option to request the agreed number of "Technical Support Tickets," which will be answered by one of Meinberg's highly qualified technical experts within the approved and guaranteed response time.

You can trigger an ACS ticket (Advanced Customer Support) via the Technical Support page. There, select "Advanced Customer Support" and follow the instructions on the screen.

How to request an "Advanced Customer Support"

You need your Advanced Customer Support contract ready. To authenticate yourself and check the contract's validity, you must log in with the contract data. To do this, enter the 12-digit contract number into the "Serial Number / Volume Contract Number" field and your 8-digit contract key in the "Contract Key" field.

After verifying the contract, the infobox displays the contract document number and the available support tickets. By entering your email address, you can view your requested tickets and their status.

After successful "Login/Check," you can now request a new ACS ticket. However, you can order only one ticket at a time during a session - if you want to redeem more tickets, you must first log out and then log in again with your contract data. Like this, you can prevent accidental double bookings (e.g., due to page refresh).

Please enter the following data:

your email address *
your name *
your phone number * (to be contacted rapidly)
your current location * (country / region)
a brief description of the problem or malfunction *
an attachment (we recommend to send a diagnostic file as far as it can be created)

Please Note: All fields listed and marked with * are mandatory - our employees need this information to help you with targeted support for your inquiries.

Sending along a diagnostic file can be very helpful for our staff when troubleshooting. If it is possible, then let your LANTIME or microSync system generate a diagnostic file. How to create a diagnostic file is described in detail in our FAQ section:

Send your request with the button "Request new ACS ticket" - after that, the infobox should show the new ticket immediately when you call up the tickets you ordered with your previously sent e-mail address.

The following ticket data will be displayed:

Ticket ID
start date
status
your name and email address
your error description
the ID of a technical support ticket (if it was created for this case)
the attachment and size of the file (image, diagnostic file - if sent by you)

To close your session, please use the "Logout now" button. An active session is also ended by closing the web browser.