All Meridian Ledgerworks managed services are operating normally.
This status reflects our managed-service overview and is updated by our delivery operations team. It is not a real-time monitoring feed—for live incident communication, clients use the escalation contacts provided at onboarding.
How to reach us
Support channels
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Support request form
The form below is the standard channel for non-emergency issues, questions, and enhancement requests. It routes directly to our delivery operations team.
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Your delivery lead
Every engagement includes a named delivery lead with direct contact details, shared at onboarding. For context-heavy issues, they are the fastest path.
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Phone
Call +12722265974 for urgent matters. Critical production incidents affecting funds movement or customers should always be followed up through your delivery lead so they are formally tracked.
Severity & response
Severity guidance and response expectations
Choose the severity that matches your situation when you submit a request. If you are unsure, describe the impact and we will classify it with you.
| Severity | What it means | What to expect |
|---|---|---|
| Critical | Service down, funds movement affected, or active customer impact across a production system. | Acknowledged within 2 business hours; continuous updates until resolved. |
| High | A major function is impaired or degraded, but a workaround exists or impact is limited to some users. | Acknowledged within 4 business hours; resolution plan within one business day. |
| Medium | A feature behaves incorrectly but does not block core operations; a reliable workaround is available. | Acknowledged within one business day; scheduled into the next improvement cycle. |
| Low | A question, documentation gap, cosmetic issue, or enhancement request. | Acknowledged within two business days; addressed on the managed improvement cadence. |
Preparation
Before you submit a request
Requests that arrive with context are resolved dramatically faster. A few minutes of preparation here saves a round of follow-up questions there.
- Note the exact date, time, and time zone when the issue was first observed.
- Record which environment is affected (production, staging, or sandbox) and the specific product or workstream.
- Capture the error message, screen, or report exactly as shown—screenshots help more than paraphrases.
- List the steps that reproduce the issue, including any that make it stop happening.
- Identify who is affected: a single user, a team, or customers in production.
- Check whether a recent release, configuration change, or vendor maintenance window overlaps with the first occurrence.
- Gather any relevant transaction, loan, or case identifiers so we can trace records without requesting sensitive data by email.
Request support
Submit a support request
Fields marked with an asterisk (*) are required. Your request is routed to our delivery operations team, who will acknowledge it within the timeframe for its severity level.
Contact information
Devonshire House 582 Honeypot Lane STANMORE - HA7 1JS United Kingdom (GB)
Please do not include account numbers, card numbers, social security numbers, or other sensitive customer data in this form. Reference identifiers are enough—we will use secure channels for anything further.
Thank you—your support request has been submitted.
Our delivery operations team has received it and will acknowledge it within the response window for its severity level. If this is a critical production incident, please also call +12722265974.
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