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Cúram

Cúram product support

Resources for users and administrators

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Contact

 

You can contact us by opening a support case for Cúram, on the Merative Support portal.

 

Visit the support portal

Go to Merative support portal

 

Standard business hours are 8:00 AM to 8:00 PM EST, Monday to Friday, excluding Merative Holidays.

Upgrade

 

As part of our ongoing commitment to continuously improve your experience with Cúram, we’ve published a new Upgrade Document to share insights that should be helpful as you plan for your next Cúram upgrade.

 

Our Product Management and Support Teams are always eager to understand your project plans, so please contact us anytime at https://www.merative.com/contact.

 

Support policy

 

Our new Cúram Support Policy defines Cúram Subscription & Support (S&S), including the differences between Premium S&S and Extended S&S, outlines S&S prices, and indicates how customers can engage with Merative support.

 

Release Information:

Downloads and security bulletins

 

You can download your entitled software, related fixes and assets, and security bulletins from the Merative support portal. You must request access to download software.

 

Available software

  • Full development installers, currently 7.0.10, 8.0.0.0, and 8.1.0.
  • Fixes, such as iFixes and maintenance releases.
  • Assets, such as the Upgrade Helper tools and documentation.

Release notes

 

For release notes published before Oct 2022, see Support articles and release notes.

Hours of operation

Support business hours reflect the normal country business hours in your time zone. We are closed for national or statutory holidays.

 

North America

 Monday - Friday, 8:00 AM to 5:00 PM

 

Asia and Europe

 Monday - Friday, 9:00 AM to 6:00 PM

 

Priority/Severity 1 Issues

24x7

Support will work with you 24x7 to resolve Priority/Severity 1 issues, provided you have a technical resource available to work during those hours. You must reasonably assist with any problem diagnosis and resolution.

 

Severity of definitions and response times

 

While support commits to responding within the stated response times, we cannot commit to providing a resolution within the response time period.

 

Priority/Severity 1: Critical business impact/service down

2 hour response time objective

Business critical functionality is inoperable or critical interface has failed. This applies to a production environment and indicates an inability to access services resulting in a critical impact on operations. This condition requires an immediate solution. This usually impacts all users or a significant portion of users.

Opening a severity 1 support case immediately alerts our on-call support staff.

 

Priority/Severity 2: Significant business impact

 2 hour response time objective

A service business feature of function of the service is severely restricted in its use or you are in jeopardy of missing business deadlines. This usually impacts at least a subset of users rather than one individual.

 

Priority/Severity 3: Minor business impact

 2 hour response time objective

Indicates the service or functionality is usable and there is not a critical impact on operations. There may be impact for only a single user.

 

Priority/Severity 4: Minimal business impact

 2 hour response time objective

An inquiry or non-technical request. Any issue that has no impact on operations and can wait days for resolution.

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