MercuryGate Support Summary

Transportation-related solutions are mission-critical - and when our customers need immediate assistance, we are there for them. Customer satisfaction is our primary goal.  MercuryGate has summarized our approach below to ensure that the communications between our companies are efficient and consistent.

Project Transition

MercuryGate's implementation group will work with you throughout the initial TMS implementation.  Upon go-live, your implementer will formalize the transition of your account to the MercuryGate Customer Support team. This transition will include representatives from your organization and from MercuryGate.  During the transition, we will walk you through our customer support processes.  You will have the opportunity to discuss with the MercuryGate support personnel the uniqueness of your business and systems.  Existing customers can leverage the information that has already been shared between our organizations.

Customer Support

Based on the transition (or existing in-house knowledge of current customers), the MercuryGate customer support team will understand your deployment and be ready to assist you with troubleshooting and problem resolution.  The MG support techs are educated in industry and support needs - and combine that knowledge with the specifics of your system(s).  Our first line support techs have immediate access to internal experts (hardware, databases, software, third party solutions, etc.) to escalate to your resolution.  MercuryGate offers 24/7 assistance available via e-mail, phone or ACE (MercuryGate's internal project and support visibility tool described below).  Our preferred approach is as follows:

Phone -           Higher priority reactive needs (System Down, Operations Slowed) 24X7 call toll free (877) 537-6419

E-Mail -          Lower priority reactive needs (System needs tuning or configuration settings changed) Send all requests to:  support@mercurygate.com

ACE Entry -  Proactive needs with lower priority (Training questions or new account work) Accessed through www.MercuryGate.com.  Click on the Customer Support menu to access ACE.  Your implementer or customer support tech will provide you with a username and password for personalized access to the system.

Regardless of the method that your support request is entered, the task will become visible with our ACE customer support and project management tool. We will attempt resolution within the following goal-times:

Priority Level                                                    Response/Resolution Goal

System Down                                                          Immediate - we will stay with you

Operations Slowed                                                Less than 4 hours

Training/Doc, Fix When Possible, Etc.               Typically delivered in next release

Operation Support

For clients taking advantage of our SAS70 certified hosting facility, MercuryGate proactively monitors server performance, communications, database, and application health of your deployed solutions 24/7.  Any anomalies are immediately acted upon to maximize the availability of the TMS and your data.

Software Updates

MercuryGate Operates on an 8-10 week software enhancement promotion schedule. You will receive notification of planned updates in the monthly customer newsletter.  In addition, MercuryGate will provide WebEx-based presentations regarding new content immediately before promotion.  

For hosted clients, either on shared or dedicated servers, MercuryGate will perform the application updates without disruption to your operations or your data under the terms of the hosting agreement.  For clients hosting the application in-house, the updates are made available as a server download and can be performed at their leisure.  Several back versions will be supported, if necessary.

ACE

MercuryGate uses a web-based support tool named ACE to deliver ongoing service and support to our customers.  ACE provides communications and enhances customer self-reliance with direct access to status and technical information. Using ACE, you can log new proactive support calls and view the status of existing calls.  ACE also gives you access to shared documents. Documentation content ranges from help on "how-to add a carrier" to "how-to configure the TMS rating behavior". Release notes can also be accessed that explain new features added to the system.