When something breaks, call
A US-based phone line staffed 24/7, a one-business-day response on everything sent through the site, and an honest list of what we don't cover.
Two ways, and one of them is faster
Phone — fastest
A phone call reaches a person, not a menu. If a register is down during service, call rather than email: email waits in a queue and your queue does not.
1-225-573-9244For anything that isn't stopping you trading — a question, a change request, a bug you can work around. We answer within one business day.
info@merilsoft.comThe parts we'll be held to
Each of these is restated from our service level page — nothing here is new.
One business day
Our response commitment for anything sent through the site, stated on every page that asks for your details. The phone line itself is staffed 24/7 — the response target is about email, not about when you can reach us. Support is the same for every customer — there is no tier that buys a faster queue. What is chargeable is work rather than help: a significant reconfiguration, a data migration, or custom development.
Escalation, by asking
If an issue is not moving, ask for it to be escalated — by name, on the same thread. We would rather you did that than wait politely.
Maintenance outside your hours
Where maintenance needs downtime we schedule it outside US business hours and tell affected customers in advance.
What we don't offer
Worth knowing before you buy, not after.
No public status page yet
There is no status.merilsoft.com to check during an incident. Until there is, the phone number above is how you find out what's happening.
No self-serve knowledge base yet
Onboarding is walked through live rather than read from documentation. That works at ten minutes; it is not a substitute for docs, and we know it.
Before you call
A lot of questions are already answered — onboarding, hardware compatibility, migration, billing and security are all covered in the FAQ, and the full service commitment is on the SLA page.
What our support actually is — and isn't
Support is where software companies make promises that cost nothing to write and a great deal to keep. "24/7" is the usual one, and it means a staffing rota — people awake at 3am — rather than a line on a marketing page. We run that rota, which is the only reason we make the claim.
What we commit to is a phone line staffed around the clock, and a response within one business day on anything sent through the site. Both are published on our SLA page rather than implied, and the second is deliberately modest: an email commitment we meet consistently is worth more to you than a faster one we would miss in a busy week.
If your till has stopped and you cannot trade, call rather than email. The number reaches a person whatever the hour, and a phone call from a business that cannot take payment gets handled ahead of the queue. Nothing about that is a formal tier — it is what a small team does, and being able to do it is one of the advantages of being small.
The other half of support is not needing it. A large share of the tickets any POS vendor receives come from configuration decided badly at setup, which is why onboarding is a call with a person rather than a self-serve wizard. Getting the modifier tree and the tax setup right on day one prevents more support load than any response-time commitment recovers.
Support, answered
Hours, urgency, cost, and who picks up.
Not seeing your question?
Tell us how you run today and we'll answer specifically.
Not a customer yet?
Ask us anything about how support actually works before you commit — we'd rather answer it now.
Or call us: 1-225-573-9244