United Kingdom
Monday to Friday 9:00am to 5:30pm.
Extended Hours
Extended Hours are for customers who have subscribed to the extra support times and are for Priority 1 Incidents only (i.e. something which is preventing you from trading). Premium Service Level Agreement (SLA) customers can also contact Support for Priority 2 Incidents (e.g. something that is seriously restricting your ability to trade such as 1 POS not working, but 2 POS are working).
Extended Hours are not available for some products (as noted below).
You can register lower priority issues outside of our Standard Hours via the portal or email, but they will not be worked on during Extended Hours.
Three Extended Hours options are available for additional fees to provide support for Priority 1 Incidents only as follows (either one or multiple options may be purchased):
- Weekday Evenings (excl. Public holidays)
- Saturdays
- Sundays and Public Holidays (excludes 25th December when we are closed, and some other exceptions)
Please contact your Merac Customer Manager if you would like to purchase any of these options, or check if you have them already.
Holiday Period Exceptions
Support is available on Public Holidays in the relevant country using Sunday open hours. There are some exceptions around major holidays such as Christmas and Easter which will be listed below if relevant.