Question 1

Can EITS support recover my Signet document security code or re-send a sealed package?

Accepted Answer

No. Signet security codes are only held by the participants who created them, and completed packages are purged from Signet after delivery. EITS support cannot recover codes or re-send sealed PDFs. Open a case only for product or access issues — never paste codes or upload sealed PDFs into this helpdesk.

Question 2

How do I open a Signet support ticket?

Accepted Answer

Use the 'Open a support case' button on this site, choose 'Signet' as the product, and describe the issue. You'll receive a case number (EITS-YYYY-#####) by email and a private link to track progress.

Question 3

Signet won't launch or is stuck on the loading screen — what should I try first?

Accepted Answer

Close Signet completely, restart your workstation, and confirm you have a stable internet connection. If it still fails, open a Signet support case and include the exact error message, your Windows/macOS version, and a screenshot.

Question 4

I've forgotten my Signet password or my account is locked. How do I recover it?

Accepted Answer

Contact EITS via the support form and select Signet. For security we don't reset passwords over unauthenticated email — an EITS engineer will verify your identity and issue a reset link. This is account access only; it does not recover document security codes.

Question 5

Signet is running slowly. What information should I include in my ticket?

Accepted Answer

Include the time it started, which module is slow (e.g. reports, dashboards, search), whether other users are affected, and your approximate location and network (office LAN, VPN, home Wi-Fi). Screenshots or a short screen recording help us triage faster.

Question 6

How do I request a new Signet user account or permission change?

Accepted Answer

Open a support case, choose Signet, and specify the user's full name, email, role, and the exact permissions needed. Requests must come from an authorised approver at your organisation.

Question 7

What is the EITS helpdesk and who can use it?

Accepted Answer

The EITS helpdesk is the single point of contact for customers of Exclusive Information Technology Service. Anyone with an active EITS engagement — including Signet users and managed IT customers — can open a case here.

Question 8

How do I open a support ticket with EITS?

Accepted Answer

Click 'Open a support case', fill in your name, email, product, and a description of the issue. We'll email a case number and a private tracking link within a few minutes.

Question 9

How quickly will EITS respond to my case?

Accepted Answer

Standard cases are acknowledged within one business day. Urgent production-impacting issues are prioritised — mark the case as urgent in the description and, if you have an SLA, quote it.

Question 10

Can I reply to updates by email, or do I need to log in?

Accepted Answer

You don't need an account. Every update from our team is sent to the email address on the case, and you can reply directly to that email to continue the conversation with the assigned engineer.

Question 11

How do I check the status of an existing EITS ticket?

Accepted Answer

Use the private tracking link we emailed you when the case was opened. It shows the current status and all non-internal messages exchanged with our engineers.

Question 12

How do I contact EITS if I can't access this site?

Accepted Answer

Email support@eits.com.sg from your usual address and an EITS engineer will pick it up and get back to you. Automatic inbound-email-to-ticket is not enabled yet, so for self-service tracking please use the support form on this site.

Signet Support & EITS Helpdesk FAQ

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