Depending on your application and resources, your support needs might be straightforward or very complex. Mercury offers a full range of technical support services to provide:
- Site audit and evaluation
- Installation preparation and site planning
- Network configuration
Flexible Support Offerings
When you need support, Mercury has many options for you to get the answers you need so that you can stay focused on your business. Mercury provides support offerings such as:
- Technical Assistance Center
- On-site support services
- Turnkey installation services
- Materials repair and replacement options
- Long-term maintenance programs
- Life-cycle and end-of-life planning
- Secure environment support
- Integrated logistics support
Tiered Support Offerings
Mercury’s range of support levels gives you the flexibility to choose a level of support that best suits your environment. You can select Bronze, Silver, or Gold service, depending on the product purchased or the needs of the market. We can also work with you to design a custom support program.
Technical Support Access
Mercury offers multiple ways to obtain support: telephone, email, on-site, and online. Skilled Mercury technical support specialists are available according to the terms of your selected support package. Mercury guarantees that customers will receive an acknowledgement of a request for technical support with a resolution or status update within the period of time designated by the selected level of service.
RMA
For hardware RMA support, select a repair cycle time that makes the most sense for your business. Mercury also offers advanced RMA and on-site spares capabilities, depending upon your need. Mercury processes all RMA requests and assumes all shipping costs from the factory to the customer for repair and replacement.
Onsite Support
Mercury can provide onsite technical support at the location of your choice, and response time is guaranteed. Ask your sales rep for details on our Bronze, Silver, and Gold support levels for onsite technical help. We can also work with you to design a custom onsite support program tailored to your program or requirements.
Comprehensive Failure Analysis
Comprehensive failure analysis includes evaluation of field failures and returns in an effort to determine the root cause and identify a solution. We apply a disciplined approach to identify whether a failure is caused by design deficiencies, material defects, operational overloads, abuse, misapplication, inadequate maintenance, or use beyond design life. We then provide a detailed failure analysis report.
Online Support
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http://customers.mc.com for online support tools, technical manuals and publications, and training registration. Some links are password protected to ensure controlled access and privacy.