MercuryGate's New Support Portal

Is Now Available

Our support process is changing to help you better manage the challenges you face and improve your overall support experience. 

  • The new support portal helps you with:
  • Creating and reviewing current and new case details.
  • Selecting case priority and have a direct voice in the case’s importance.
  • Having a single point of contact throughout the case’s life cycle.
  • Trackable outcomes – no more “lost” tasks.
  • Being heard – provide feedback when cases are complete.
Log a New Support Case

Designated Support Users can access the new support case tools. In the new support portal you have the ability to create, review and modify current open case information. If you do not know who your support users are or if you need login credentials, please contact [email protected].

Go to the support portal

Support Portal FAQ

Download the recent Support Portal FAQs
Download (read-only)

Access Legacy Information

If you previously used our ACE Project system and need to review any historic closed support requests, you can still access this information as read-only.
Acccess ACE (read-only)

Email SFTP Credential Update

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Customer Notice of Security Incident
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Email SFTP Credential Update

Dear Customer,

We recognize the importance of ensuring seamless operations – especially during this time of year. We have previously communicated about upcoming SFTP credentials update affecting those customers using SFTP connections for communication with MercuryGate servers.

After speaking with several customers, we recognize that additional time is needed to allow all affected customers to update their certificates and communicate as needed with any third parties affected by this change. For that reason, we are extending the deadline for implementing these changes to January 31, 2025.

We are committed to supporting your transition to the updated credentials. We encourage you to complete the updates as soon as possible and coordinate with any relevant third-party partners or carriers to avoid potential disruptions. Early completion will help ensure the continued security and reliability of your connections.

Thank you for your understanding and partnership as we work to ensure the security of our services. For questions or support related to these updates, please reach out to us at [email protected].

Best regards,

MercuryGate Cloud Data Exchange Solutions Team

Customer Notice of Security Incident

MercuryGate is aware of the recent security publication by our third-party file transfer application, Cleo Harmony (“Cleo”), and we have taken all recommended actions provided by the vendor to mitigate the risk. As you may have noticed, we performed emergency maintenance on our systems over the weekend in response to the threat.

MercuryGate is working closely with the vendor to apply any additional patches as they become available. Thus far, our investigation has found no indications of customer data exfiltration or compromise. We have also implemented additional security monitoring measures for these systems and are working proactively to keep customer data protected.