Support that scales with your plan.
Real engineers, clear response-time targets, and follow-the-sun coverage for the teams that need it. Whatever your plan, you get a defined severity model, published SLAs, and a way to reach a human — across both US and Swiss business hours.
Three tiers, each with clear commitments
Every merlon plan includes support. Higher tiers add faster targets, more channels, and — at Enterprise — 24/7 coverage and a dedicated Customer Success Manager.
For smaller teams getting started. Email support during business hours with a solid response-time target.
- Email & Help Center
- Business hours (CET or ET)
- Sev-1 target: 4 business hours
- Status page & changelog access
- No dedicated CSM
For teams running merlon in production. Faster targets across both regions' business hours, plus chat.
- Email, chat & Help Center
- CET + ET business hours
- Sev-1 target: 1 hour
- Priority ticket routing
- Quarterly check-in
For organisations where downtime isn't an option. Round-the-clock coverage and a named CSM.
- All channels + emergency hotline
- 24/7/365 follow-the-sun
- Sev-1 target: 30 minutes
- Dedicated Customer Success Manager
- Contractual, credit-backed SLA
The specific commitments in your agreement prevail. See the SLA for definitions and remedies.
Target time to first response, by severity
Targets are measured from the moment a ticket is received to a substantive human response — not an auto-reply. Enterprise targets apply 24/7; Standard and Priority apply during covered business hours.
| Severity | Standard | Priority | Enterprise 24/7 |
|---|---|---|---|
| Sev-1 — Critical / outage | 4 business hours | 1 hour | 30 minutes |
| Sev-2 — Major degradation | 8 business hours | 4 hours | 2 hours |
| Sev-3 — Minor / workaround exists | 2 business days | 1 business day | 8 hours |
| Sev-4 — Question / request | 3 business days | 2 business days | 1 business day |
Response-time targets, not resolution-time guarantees. Resolution depends on the nature of the issue; we keep you updated at agreed intervals until it's closed.
What each severity means
Set the right severity when you file a ticket and we'll route it correctly. If you're unsure, choose the higher level — we'll adjust and tell you.
- Sev-1 Critical
- The service is down or a security issue is actively affecting you. No workaround exists and business-critical operations are stopped — for example, no one in your organisation can sign in, or documents are inaccessible. Handled with our highest urgency and, on Enterprise, round the clock.
- Sev-2 Major
- A core function is significantly degraded or unavailable for many users, but the service is partly usable or a painful workaround exists — for example approvals aren't sending notifications, or SSO is intermittently failing.
- Sev-3 Minor
- A non-critical function is affected, or the impact is limited to a few users, with a reasonable workaround available — for example an export produces the wrong format, or a single vault shows a stale count.
- Sev-4 Request
- A question, configuration help, documentation gap, or feature request with no service impact. We answer these in order, within the target for your tier.
How to reach us
Pick the channel that matches the urgency. All of them create a tracked ticket with the same severity model.
Write to support@merlon.ch any time. Best for Sev-2 to Sev-4 and anything with attachments or logs.
Help Center
Search the knowledge base first — most how-to questions are answered there instantly, no ticket needed.
Status
Before reporting an outage, check the status page for a known incident and subscribe for updates.
Emergency hotline
Enterprise customers get a 24/7 hotline for Sev-1 incidents, routed straight to an on-call engineer.
Two regions, follow-the-sun
Our support and SOC teams sit in Zürich and the US, so covered hours span both time zones — and Enterprise coverage never sleeps.
Switzerland — CET / CEST
Zürich-based team for EU/EFTA and Swiss customers.
- Business hours
- Mon–Fri · 08:00–18:00 CET
- Languages
- English, German, French
- Contracting entity
- Wahlen Software GmbH · Zürich
United States — ET
New York-based team for the Americas.
- Business hours
- Mon–Fri · 09:00–18:00 ET
- Languages
- English
- Contracting entity
- Wahlen Software Inc. · New York
Enterprise 24/7 coverage hands off between regions so a Sev-1 is always in front of an on-call engineer, any hour of any day.
Open a support request
Give us the essentials and we'll route your ticket to the right team within your tier's target.
Ticket received
We've logged your request and will respond within your plan's target for the severity you selected.
If a ticket isn't moving fast enough
Every tier has a defined escalation path. You never have to wonder who to chase.
Reply “escalate”
Reply on the ticket asking to escalate. This flags it for a support lead and restarts the clock at a higher priority.
Support lead review
A lead reviews scope and severity within the hour (Priority/Enterprise) and pulls in engineering if needed.
CSM & management
Enterprise escalations reach your dedicated CSM and, for prolonged Sev-1s, engineering management directly.
Post-incident review
After any Sev-1, you receive a written summary with root cause and the corrective actions taken.