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