Understanding Call In Support

Call in Support is available to Clients who maintain an active support plan. Only those individuals who are authorized to log support requests on behalf of the Client are eligible for call in support.

Call in support is considered as any request that is submitted directly to an MRH team member via phone or e-mail.

Clients are provided with a detailed list of the Extended Services team members that are responsible for the long term care of their account. The team will include a Regional Team Leader, Regional Account Manager, Business Consultant, Environment Consultant and the MRH support team members.

Although Clients have direct access to the MRH Extended Services team through the call in support, MRH cannot guarantee that all requests will be resolved during the initial phone call or e-mail response. MRH also cannot guarantee that an Extended Services team member will always be available when the initial inbound call is made.

Any request that is not immediately resolved during the initial call in will be logged to the web support site and managed per the priority level that the Client requests.

Call in requests will be charged support credits based on the type of incident, as outlined in the Types of Requests Covered . Call in requests will not be charged the High priority premium for users who are on the Maintenance Plus plan.