If you have any issues with using Mercury or want to contact the Mercury team directly for a query, please connect to a VPN(fSDL)/VDI Solution(fMoravia) and log a Service Centre request.

The link here takes you directly to the Mercury request form on the Service Centre, it saves you having to locate the Mercury section on the Service Centre and you can skip the below step 1 & 2. But if you are on the Service Centre home page, you simply follow all the below steps to raise a request.

How to add a request?

1. In the Service Center > Create an Issue
2. Business Applications Services > Mercury.
3. *Priority: specify Critical/High/Medium/Low priority accordingly.
4. Select your Role.
5. Subject: Add a concise subject using format (if applicable) 'Job ID_Language_Service_key issues'. E.g. n1333__FR_DTP_Unable to change job status.
6. Description: Explain how you produced the error from start to finish. The more information provided the better we will be able to assist. The image below highlights areas that are essential: Yellow = Must be filled; Red = Scroll up & down to see the entire table.
7. Attach: Where possible, add a full window screen shot which shows the error. Add more if necessary.
8. Click the Add request button to save and submit the request.
9. You will see a request ID of the request on the Service Centre and will receive a receipt confirmation email with a request number.

What happens next?

1. Your request will be assigned to a member of the Mercury team.
2. You will be contacted during the investigation and will be asked to verify the resolution before the request is closed.
3. If you have a new query for another subject, please add a new request and do not add new info onto an existing request.

*Priority Classification

1. Critical: Mercury server unavailable; production project on-time delivery at risk; on-time invoicing at risk. Target resolution time: 1-4 hrs.
2. High: Production projects cannot be progressed; PLPs cannot be estimated, accrued, invoiced or deleted; adjustments cannot be submitted. Target resolution time: 4-8 hrs.
3. Medium: Blockages in non-production projects; UATs and Google-driven projects prior to production. Target resolution time: 8 hrs-2 days.
4. Low: Non time-sensitive questions. Target resolution time: Time permitting.