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.
For higher priority issues,
(system down, operations slowed), call us 24 hours a day at (877) 537-6419.
For international, please dial 011 prefix.
For lower priority issues, (system needs tuning or configuration settings changed):
Email Our Support
If you already have an ACE account, click below to open a task and work with our Client Support team.
If you are new to MercuryGate TMS we provide in-depth system training for all levels.
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.
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.
|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|