SUPPORT OVERVIEW

Welcome MercuryGate customers! We’re here to help you make the most of your MercuryGate TMS solution. Transportation-related solutions are mission-critical – and when you need immediate assistance, we are there for you.

 
 

100% CUSTOMER SATISFACTION IS OUR PRIMARY GOAL

PROJECT TRANSITION

MercuryGate’s Implementation Team will work directly with you throughout the TMS implementation. After you start using the TMS for live shipments, your implementer will formalize the transition of your account to the MercuryGate Customer Support Team. The transition process will involve representatives from both MercuryGate and your organization. During the transition, you’ll have the opportunity to discuss, with the MercuryGate support team, the uniqueness of your business and systems.

 

CLIENT SUPPORT

MercuryGate offers 24/7 assistance available via e-mail, phone, or ACE (MercuryGate’s internal project and support visibility tool). Our support line is staffed with technicians educated in industry and support needs, who combine that knowledge with the specifics of your system(s).

Our first line support techs also have immediate access to internal expertise (hardware, databases, software, third-party solutions, etc.) should the need to escalate your resolution be necessary.

PHONE
For higher priority issues, (system down, operations slowed), call us 24 hours a day at (877) 537-6419.

For international, please dial 011 prefix.

E-MAIL
For lower priority issues, (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) can be entered here. Your customer support tech will provide a username and password for personalized access to the system. If you already have access to ACE, click on ACE System at the top of the page and open a task and please assign it to Client Support. We will attempt resolution within the following goal-times:

PRIORITY LEVEL RESPONSE TIME CORRECTION TIME
Priority 1 Thirty (30) minute Four (4) hours
Priority 2 Four (4) hours One (1) day
Priority 3 Twenty-Four (24) Hours Next Scheduled Release

GET ADDITIONAL TRAINING AT ONE OF OUR UPCOMING CLASSES

View schedules, descriptions, and enroll in one of the MercuryGate feature courses. The curriculum has been designed to support a full range of business needs and has been tailored to new users through advanced expert users. Training is available in our classrooms in Cary, NC, at your location and online via WebEx. Our training classes have proven over time to be a beneficial investment, allowing our customers to achieve a quick and significant ROI.