Support goes to an engineer, not to a ticket queue. Development, test and production sit in the same building in Bromma, so a question about an interface, a certification level or an installation problem reaches someone who has had that unit on the bench.
Contact
E-mail:support@fibersystem.com — reply within 24 hours during working hours.
Phone:+46 8 564 828 80 and ask for support. Working days 8–17 CET.
What to include
A fault report that contains these five things is usually resolved in one exchange rather than four:
- Product number (and M-number if the equipment carries one) — it identifies the exact configuration
- What the equipment is connected to at both ends, including fibre type and connector
- What happens, and what should happen instead
- When it started, and what changed around then — a firmware update, a new cable run, a power event
- Whether it is intermittent or constant, because they have different causes
For certified equipment, mention the certification level. It constrains what we can suggest: a fix that would work on commercial equipment may invalidate an approval.
Before you contact us
Two things resolve a large share of reports on their own.
On fibre links, a marginal loss budget produces intermittent faults that look like equipment failure. Splices, connector pairs and patch panels all add loss, and fibre ages. Measure the actual route rather than the map distance.
On synchronous links — E1, IEEE C37.94, SyncE — a lost or ambiguous clock master produces slips: occasional errors that resemble a cable fault and are not. G.703 and E1 explained covers why.
Documentation
Every published datasheet, certificate and manual is listed on the documents page, with file type and size stated. Test reports and specific certification papers are not published openly and are available on request.
Lifecycle and spare parts
Support periods and spare parts availability are agreed per product family rather than by a blanket rule — a card module and a complete video conference system do not have the same realistic horizon. Lifecycle and support commitment sets out what we commit to and what to ask for in a tender.
Something other than a fault
- A quote or a variant that does not exist yet — request a quote
- Procurement and tender documentation — procurement support
- Common questions about delivery, certification and NDAs — questions and answers
