When should I call the MRL Service Desk?
For support for all Research and Development applications (e.g. Aspera, EngageZone, InForm, MARRS, SPECTRUM, CLMS, ChemCart, ELN) for MRL users, including external partners.

Contacting the MRL Service Desk: Americas

Email: MRLSD@msd.com
All users (internal/external, CROs, CRAs, etc) in any region can always email the MRL Service Desk to open a new case or check case status

 

Escalations: MRLSDfeedback@msd.com
If you have a problem with your issue resolution, please use this email address to contact the MRL SD management team (responses in English)

*Local number, for cell phone usage.Toll charges may be incurred.

MRL Service Desk: Provides support for all Research and Development applications (e.g. InForm, MARRS, SPECTRUM, CLMS, ChemCart, ELN) for MRL users, including external partners and Hardware support for CRA’s in the United States.

Global Help Desk:
Provides support for hardware (e.g. laptops, desktops) and core business applications (e.g. Outlook, Communicator, SAP) across all division

• Phone, for United States users: 1-800-793-2880

  • Follow the MRL Service Desk prompts to accurately address your needs (language, user type, issue)

  • Note: In the rest of the Americas, as well as in EMEA and Asia Pacific,

    the MRL Service Desk has separate local toll free numbers.

     

• Alternately, can be reached using the help #:

  • When dialing 866-637-2543 or 908-423-HELP, selecting option 1, then option 2 will direct you to the MRL Service Desk.

  • You will then be presented with MRL SD prompts