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Service Commitments
Simple. Honest. Risk Free.
Choosing Meridian is a wise decision, guaranteed. We're so confident of meeting or exceeding your expectations, we'll underwrite 100% of your risk. These guarantees demonstrate the confidence we have in both our service organization and products. Our certified technical support team has an average tenure of seventeen years (17) years in the document automation industry and over six (6) years with Meridian. As employee-owners, we each take fiscal responsibility to fix your problem correctly the first time. It requires a significant investment in time, training and backend systems to execute, but it really makes a difference to our customers.
Helpdesk Access / Remote Support
Our helpdesk can reduce the amount of onsite responses required for networking and connectivity issues by as much as 75%. With installation of COMPLETE, powered by PrintFleet, Meridian offers helpdesk access for qualified customers.
Response Time & Uptime Guarantees
Meridian averages a 2-hour response time - from the time a service call is placed - to the time a technician reaches our contract clients. You are guaranteed 98% uptime for hardware. Uptime metrics for network hosting solutions are at 100%. We'll even give you the tools to monitor these statistics and generate these reports.
Customer Portal
Our online customer portal allows convenient and comprehensive access to all account information. Product service history, repair status, invoice & statement reprints, and custom alert settings are just a few of the items available at no charge to you. Software restrictions apply.
Performance Guarantee
We will repair or exchange your equipment at any time during the lifetime of your lease term, provided there has been an active Meridian maintenance contract in place since placement. We offer a money-back guarantee for certain hardware purchases, via either refund or exchange, within 1 year from the date of installation. Restrictions apply.
Lemon Law
Meridian’s definition of “lemon” coincides with all manufacturer documentation on definition of “lemon”. If we can’t maintain a device in good working order after 3 remedy attempts for the same problem in 30 days, we’ll replace the equipment with an equal or better product.
Firmware Updates
We provide firmware updates at no charge as they are released to the market for any Meridian-provided product.
Free Ongoing Training
We offer ongoing hardware and software training for the duration of your maintenance agreement. It’s our priority to ensure your users are fully competent on the operation of any Meridian-placed product. We ensure your investment is maximized through thorough instruction and access to knowledge base reference materials.
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