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Help & Support

Overview

For production issues, payroll discrepancies, access problems, and feature requests, MeritHRMS customers use Adneti Client Support (ACS) — the official ticketing portal.

Resource URL / location
ACS portal https://cs.adneti.sg/
Email support@telibiz.com
In-app manual Shell → /user-manual
Report issue shortcut Shell sidebar → copy support context

Every ACS request receives a unique ticket number for tracking status and history online.

Step-by-Step Guide

Before opening a ticket

  1. Reproduce the issue and note exact steps.
  2. Capture screenshots (blur sensitive NRIC/salary if posting externally).
  3. Record expected vs actual behaviour.
  4. Note organisation name, legal entity, module route, and user role.

Copy support context from MeritHRMS

  1. In the Shell sidebar, click Report issue (or equivalent support shortcut).
  2. Click Copy support context.
  3. Paste the clipboard contents into your ACS ticket description — this includes tenant and session metadata for faster diagnosis.

Open an ACS ticket

  1. Go to https://cs.adneti.sg/.
  2. Sign in or register with a valid email address.
  3. Create a new ticket.
  4. Paste support context and your description.
  5. Attach screenshots or sample files (non-production data preferred).
  6. Submit and save the ticket number.

Track ticket progress

  1. Return to ACS portal.
  2. Open My tickets.
  3. Review engineer responses and provide additional information when requested.

Escalation for payroll cut-off

  1. Mark urgency in the ticket subject (e.g. "PAYROLL CUT-OFF TODAY").
  2. Include payroll month, batch name, and employee IDs affected.
  3. Phone escalation paths may be provided in your enterprise support agreement.

Account suspended or locked

  1. Email support@telibiz.com with organisation legal name and work email.
  2. Owners should check Users & seats for suspension before external escalation.

FAQ

Q: Is ACS available 24/7?
A: Portal submission is always open. Response times follow your support SLA (standard vs enterprise).

Q: Should I email instead of ACS?
A: ACS is preferred — it preserves audit history. Use email for account recovery when you cannot log in.

Q: Can I request training materials?
A: Yes — open a ticket or contact your implementation consultant for group-specific onboarding packs.

Q: How do I report a security concern?
A: Mark ticket as Security priority and avoid posting full NRIC, bank account, or payslip PDFs in public attachments.

Q: Where is the Chinese user manual?
A: Switch language on /user-manual in the Shell, or request Chinese BookStack pages from support.

Document information

Item Detail
Product MeritHRMS (LionSyn Merit fleet)
Manual version 2026-07
Maintainer ADNETI TECHNOLOGIES PRIVATE LIMITED
Scope End-user operations — UAT, demo, and production workspaces

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