Customer Service Center

Pertains to the Spirent Customer Service Center (CSC) located at https://support.spirent.com/.

As with many sites on the Internet, the CSC must keep track of login sessions to enable a personalized and high performing experience for our users. Most users only use the CSC for a few minutes each visit, but users that leave the site on their browser and come back to use it later may encounter a timeout, which usually appears as a "Please sign in." message when trying to do something (e.g. Submit a Service Request). We know this can happen even when clicking "Remember my User ID and password" during sign-in to the CSC.

The current timeout is 8 hours from the time you first sign-in, but can be extended automatically (see below for more details), which is usually plenty of time for most users. Here are some tips to help manage your sessions:

1. After an extended period away from the site, if you encounter the "Please sign in..." message, close your browser (or tab with the CSC on it) and start up another visit to the CSC.
2. If this doesn't work, sign out and sign back in to the CSC.
3. Try visiting the CSC from another browser. For example, if you're visiting the CSC using Firefox, try Chrome, Edge or Safari.

If you use the session after 4 hours have passed, the session will refresh for another 8 hours. Examples:

• After first logging in, you use the session for 2 hours, then step away but leave the browser running. In this case, the session will timeout 8 hours after the initial login.
• After first logging in, you get called away, and return after 5 hours to use the CSC. Your first CSC click will reset the 8 hours. If you use it for 30 minutes then step away, the total session will timeout 5 + 8 = 13 hours after initial login.
• After first logging in, you get called away, and return after 2 hours to use the CSC. If you use the CSC for 30 minutes then step away, the total session will timeout 8 hours after initial login.