MICROCHIP Frequency and Timing Systems Support Services User Guide

MICROCHIP Frequency and Timing Systems Support Services

Services and Support Offerings Available Through Your my Microchip

Account

• Returning a product for repair (RMAs)
• Requesting hardware maintenance services or spare equipment
• Submitting and tracking technical support cases
• Accessing software downloads and licenses
• Accessing technical documentation
• Viewing warranty information

Some Examples of Supported FTS Products

Use the FTS Technical Resources portal for assistance with these products:

Hardware

• 6300 series
• 5071 cesium clock
• Blue Sky™ GNSS firewall
• Precise Time Scale System
• Sync Server® time servers
• Sync Server time and frequency instruments
• Sync System 4380A
• Time Provider® PTP grandmaster clocks

Software

• Clock studio™ software
• Domain Time II and Timing Audit Server
• Time Scale Orchestrator
• Time Craft web GUI
• Time Monitor software
• TimePictra® software

Getting Started

New Users

• Step 1: Follow the instructions on page 3 to create a my Microchip account
• Step 2: Follow the instructions on page 4 to request access to the FTS Resources portal
• Step 3: Go to page 6 to read about how to access and review FTS Resources on my Microchip

Users With a my Microchip Account

If you already have a my Microchip account, you have two possible options:

• Adding access to FTS Resources
• If you haven’t done so yet, log into my Microchip and follow the instructions on page 4 to request access to the FTS Resources portal
• Finding FTS Resources
• If you have approved access to FTS Resources, log into my Microchip and follow the instructions on page 6 to locate the FTS Resources portal

Instructions

How to Create a my Microchip Account

• Step 1: Go to the my Microchip new account registration page.

• Step 2: Complete the information under “Create Your Account” and make sure you provide the requested information in all the required fields.
  

• Step 3: Click on “Save My Profile and Continue.” This will trigger a confirmation email that will be sent to the email address you entered in your registration form.
  

• Step 4: Check your email inbox for the confirmation email and click on the link provided in the email to verify your email address and to activate your account.

• Step 5: After you get the message that your account has been verified, you can log into your my Microchip account.

How to Submit a Request to Access FTS Resources

• Step 1: Log into your myMicrochip account, and you will be taken to the “myMicrochip Preferences” page.

• Step 2: Look for the “Frequency and Time…” submenu in the Toolbar on the left side of the page and hover over it to open the pop-up message.
  

• Step 3: Click on the “submit your access request” link, which will take you to the Request Access page.

• Step 4: Click on the “Subscribe to access Frequency and Time Systems Resources” checkbox and then click on the “Submit” button.
  

• Step 5: Click “OK” in the “Success” pop-up message that will appear.
  

Approval Process

Your request will be reviewed, and you will only be granted access if it is approved. Although most requests are approved quickly, the process may take up to 48 hours. Look for these emails:

• “Frequency and Time Systems Resources Access Confirmation” email – click on the link in the email to confirm your request.
  

• A follow-up email with a status update to confirm that your request has been approved or to provide an explanation if it is denied.
  If you want to review your verification status, you can find it in two different locations:

• On the home screen of the my Microchip dashboard (shown below)
  

• On the Frequency and Time System Access page (shown below)
  

If your request is approved, you can log into your my Microchip account, and you will see the “Frequency and Time…” sub menu has been updated to provide you with these options:

• File Search
• FTS Contract List
• Manage Alerts
• Tech Support/RMA Requests
• Email Change Request

How to Access and Use FTS Resources

Log into your my Microchip account and you will see the following features and options in the “Frequency and Time…” submenu in the toolbar on the my Microchip Preferences page when you click on the dropdown arrow:

File Search

Use the File Search to access to manuals, SRNs, FSBs and other documents.

• Search and filter content by products, content categories or keywords

• These categories can be used independently to implement a search

• Examples:

  • Select “Sync Server 650” under “Product” and click “Search” to find all content related to the Sync Server 650
    

• You can also combine categories to filter your search results.

  • Example:
  • Select “Sync Server S600” under “Product” and “Manuals” under “Content Categories” to show only the manuals for the Sync Server® S600 device.
    

Contract List

Use the Contract List option to view information on your support contracts.

• Click on a contract ID number to view a list of the serial numbers of the devices covered under each contract.
  
  

Manage Alerts

Use Manage Alerts to subscribe to notifications when new content is released on specific products.

• Add or remove products from your alerts list.
• You will receive notifications at your registered email address.
  

Tech Support/RMA Requests

Use Tech Support/RMA Requests to create or view the status of your technical support cases and RMA service requests.

• Clicking on this option will open a new web browser tab that will take you to the Microchip Technical Support Portal.
  

• Use the “New Case” button to create a new case or RMA request.
  

• Choose either “Technical Support Issue – FTS” or “FTS RMA Service Request” and then click on “Proceed” and then follow the instructions to complete your request.
  

Email Change Request

Use Email Change Request to request that a different email address be used for your existing portal account.

• This is typically used if your company has been acquired or its domain name has changed.
• Please do not use this option if you have changed companies. You will need to register for a new my Microchip account and request access to FTS Resources again.
  

Customers Support

The Microchip name and logo, the Microchip logo SyncServer, TimePictra and TimeProvider are registered trademarks and BlueSky
and ClockStudio are trademarks of Microchip Technology Incorporated in the U.S.A. and other countries. All other trademarks
mentioned herein are property of their respective companies.
© 2024, Microchip Technology Incorporated and its subsidiaries. All Rights Reserved. 1/24

References

• Empowering Innovation | Microchip Technology

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