Getting help from Meiro
Technical support
Meiro System provides technical support to all clients, meaning users with technical problems can receive assistance. This support applies only to Meiro System and covers all parts developed and maintained by Meiro. Further reading on the scope of Meiro's technical support is available here.
For clients using any of Meiro's CDP license tiers, email support is available as the primary channel of communication with the Meiro support team. After submitting a request or bug report through the support contact form, clients can expect to receive replies from Meiro via email.
Support business hours
Meiro's support teams are available during standard business hours. It's important to note that specific support hours for each client are subject to the terms and conditions of their agreement with Meiro.
Support Process
The support process is an established and agreed-upon process with our clients that provides a single point of contact between users (client) and service provider (Meiro). The Service Desk process is designed to standardize the process for clients requesting services/support/bugs and issues resolution from Meiro.
By having a defined process, we can ensure that we provide timely and practical support to our clients. Additionally, this process puts in structure for certain clients with customized Service Level Agreements (SLAs). This allows us to offer premium support packages to clients who need them.
Submitting a request
To submit a service request or report on a bug, follow these steps:
- Click on the widget located in the bottom right of your screen on any tab of MBE
- Provide a summary of the issue in the "Summary" field.
- Give a detailed description of the issue in the "Description" field.
- Attach any relevant files or screenshots if necessary by clicking the "Attachment" button.
- Insert your contact email in the designated field.
- Click the "Send" button to submit your report.
The report will then be sent to the Jira Service Management system for review and processing. Our Professional Service team will handle the incoming requests within the Service Level Agreement.
Remember: The widget is an optional feature that needs to be configured first.
Communication Checkpoints
Effective communication is a critical component of our support process. When we receive a request or issue from a client, we follow a set of communication to ensure that the client is informed about the status of their request. Here are some of the vital communication checkpoints that we follow:
Receiving request
When starting to work on the ticket, we inform the customer that we have received their request and are actively working on it.
Critical Priority
If the ticket is a P1 priority, meaning that a business-critical or revenue-generating feature is unavailable for an extended period according to SLA, we update the customer until the issue is resolved. We work to establish a workaround to get the system working and to determine the root cause of the failure. We also communicate with the customer's stakeholders to ensure they are aware of the issue.
Medium priority
If the ticket is a P2 priority, meaning that the use of the software is limited, we work to find a workaround so that development is not needed. We update the customer once we find a workaround, have a proposal for a solution, and when the issue is fixed. We provide updates daily or every few days, even if there is no news. If we cannot solve the issue at the implementation level, we raise a bug and provide updates as appropriate.
Low priority
If the ticket is a P3 priority, meaning it is a low-priority issue or product feature request, we will acknowledge the issue, but it may not be fixed in the short-term roadmap (weeks-months).
In conclusion, the support process provides numerous positive advantages to clients and Meiro. It enables a standardized and streamlined approach to receive and addressing requests for support, service, and bug fixes, resulting in improved efficiency and customer satisfaction.
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