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Kelar Pacific is an Autodesk software reseller & project management solution provider for AEC

 

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Meridian Support

Every customer has unique support requirements. To help deliver maximum return on your Meridian investment, we’re pleased to offer a suite of support offerings. Whether you’re looking for standard end-user support, or a large-scale, global support offering, we have a solution to fit every organization.

Standard Support Services

Software upgrades—Access and download new product releases and updates on SupportLink as soon as they become available. These releases introduce new features, fixes and enhancements to existing capabilities.

Maintenance releases—These regularly scheduled releases, or service packs (SPs), provide product fixes and minor feature enhancements. As needed, we create off-cycle fixes to address urgent customer-specific needs. You can quickly and conveniently download maintenance releases from SupportLink.

Unlimited support incident management—Anyone in your organization designated as a support contact can log a support incident with us via the most convenient method for the individual—email, telephone or online. We assign each support incident a unique tracking number, so you can quickly and easily check on the status at any time.

Toll-free telephone support—Support analysts are available Mon-Fri, 5 a.m. to 5 p.m. PT (excluding Meridian holidays).

24-hour access to SupportLink—This password-protected support site—exclusively for customers—provides all the tools and information you need to find answers to your Meridian support questions. You’ll find the latest information on Meridian products, technical bulletins, documentation and product downloads. You can also read our frequently asked questions, browse the Knowledge Base, submit a support incident and track its status and more.

Dedicated support contacts—Provide us with named contacts from your user support team who will contact Meridian Support. We then work as an extension to your support team, helping with advanced troubleshooting, tracking issues to resolution and capturing product enhancement requests. Proliance customers only. Minimum license applies.

Access to e-Learning Center—This library of self-paced learning materials delivers a flexible, on-demand environment tailored to the needs of Proliance professionals. Proliance customers only.

Live Chat—Provides real-time text support from a Meridian’s support team member right in your browser.

User Forum—A comprehensive web-based forum for holding discussions and posting user generated content serving the community of experienced Meridian solution users; moderated by Meridian support services.


Optional Support Services*

Emergency 24x7 telephone support—In the event that a critical issue arises outside of our normal support hours, a special team of after-hours support specialists is available for emergency support.

Support account manager—This individual understands your Meridian implementation and your business objectives, for technical support questions or issues, including escalations, account reviews and more. They will involve other Meridian staff, as necessary, to address your specific needs. Proliance customers only. Minimum license applies.

Scheduled account reviews—At your request, we’ll conduct an account review to assess the success of your current support and service levels. We’ll discuss any outstanding enhancement requests, your product usage, product direction and your overall satisfaction. A Meridian representative will document these meetings and assign and track action items to closure with the responsible Meridian team members.

Support incident reports—At your request, we will provide support incident reports, which summarize active support incidents and provide a historical recap on items closed. This includes the resolution log and planning priority (for incidents requiring code changes) if applicable.

Scheduled extended support—If you’re planning a product installation or upgrade and need support assistance outside of our regular business hours, you can request to have Meridian support available. With advanced scheduling, we’ll designate a senior member of our support team to be available during the needed time.

Technical Support

If you’re a Meridian Prolog® or Proliance® customer and need technical support, please log into SupportLink. This password-protected support extranet—exclusively for customers—provides all the tools and information you need to find answers to your Meridian support questions. ProjectTalk® users, please log into ProjectTalk for assistance.


Remote Support

Our Technical Analysts can perform remote trouble-shooting and virtually assist you with an issue you may be experiencing. Contact Support Services first so that a virtual troubleshooting session can take place and then log on to http://livemeeting.com/cc/meridiansystems with the directions provided to begin your virtual support session.

 

* additional fees may apply

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San Diego | 6020 Cornerstone Court W. Suite 105, San Diego, CA 92121
Orange County | 65 Enterprise, Aliso Viejo, CA 92656
Los Angeles | 5777 W. Century Blvd., Suite 1595, Los Angeles, CA 90045

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