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.
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
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.
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.
| Country | Toll Free # |
|---|---|
| United States | 1-844-967 4357 |
| Argentina | 0800 333 0736 |
| Brazil | 0800-891-8846 |
| Canada | 1-800-793-2880 |
| Chile | 800395035 |
| Colombia | 01-800-518-1631 |
| Costa Rica | 0800-011-1193 |
| Dominican Republic | 844-350-4292 |
| Ecuador (Andinatel) | 1-999-119 + 877-425-6993 |
| Ecuador (Pacifictel) | 1-800-225-528 + 877-425-6993 |
| Ecuador (Pacifictel Spanish) | 1-800-999-119 + 877-425-6993 |
| El Salvador | 800-1785, 877-440-2066 |
| El Salvador* | +503-211-33818 |
| Honduras | 800-0123 + 877-528-1605 |
| Mexico | 0018-001-233-328 |
| Peru | 080-054-623 |
| Puerto Rico | 18667880567 |
| Language | Support Hours |
|---|---|
| English | 24x7x365 |
| Spanish | 3am -8pm ET |
Contacting the MRL Service Desk: EMEA
| Country | Toll Free # |
|---|---|
| Austria | 0800-293-770 |
| Belgium | 0800-81058 |
| Bulgaria | 00-800-116-4417 |
| Croatia | 0800-222-547 |
| Czech Republic | 800-700-427 |
| Denmark | 806-050-08 |
| Estonia | 8000044493 |
| Finland | 0800-98904 |
| France | (0)805-540-501 |
| Germany | 0800-589-1608 |
| Greece | 00-800-441-47466 |
| Hungary | 06-809-83800 |
| Ireland | 1-800-995-050 |
| Israel | 1-809-448-379 |
| Italy | 800-928-378 |
| Latvia | 8000-2810 |
| Lithuania | 880-030-573 |
| Malta | 80062186 |
| Moldova | 080061416 |
| Netherlands | 0800-020-1448 |
| Norway | 800-30-597 |
| Poland | 800-702-113 |
| Portugal | 800-844-765 |
| Romania | 0800-896-826 |
| Turkey | 00800448825930 |
| Russia | 8-10-800-238-01044 |
| Slovakia | 0800005152 |
|
Saudi Arabia |
8008444270 |
|
Serbia |
0800190224 |
| Slovenia | 0800 80793 |
| South Africa | 0800-981-389 |
| Spain | 900-812-648 |
| Sweden | 020-160-5643 |
| Switzerland | 0800-561-930 |
| Ukraine | 8779279330 |
| United Arab Emirates |
80004440135 |
| United Kingdom | 0800-028-4882 |
| Language | Support Hours |
|---|---|
| English | 24x7x365 |
| French | 9am - 2am CEST |
| German | 9am - 5pm CEST |
| Spanish | 9am - 2am CEST |
Contacting the MRL Service Desk: AsiaPac
| Country | Toll Free # |
|---|---|
|
Australia |
1-800-052-381 |
|
China (Netcom) |
10800-744-0489 10800-440-0472 400-881-1293 |
|
Hong Kong |
307-14-773 |
|
India |
000-800-440-1806 |
|
Japan |
012-098-3580 |
|
Malaysia |
1-800-88-1509 |
|
New Zealand |
050-893-0977 |
|
Philippines |
1-800-144-10359 |
|
Singapore |
800-448-1669 |
|
South Korea |
080-440-0880 |
|
Taiwan |
080-909-0297 |
|
Thailand |
001-800-441-0254 |
| Language | Support Hours |
|---|---|
| English | 24x7x365 |
| Japanese | 9am - 8pm JST |
| Mandarin | 9am - 5pm CST |
| Korean | 9am - 5pm KST |
What is the difference between the MRL Service Desk and the Global Help 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.
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: U.S. CRAs
We simplified our phone options to help improve the customer experience by eliminating the long "press x for x..."
- Phone Number: 1-844-967-4357 (Select option 1 for CRAs)
- 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.
- Chat: Accessed via support.merck.com or http://supportchat.merck.com (select "Clinical Trial Support" from drop-down menu)
- Email: CRASupport@merck.com
- Escalations: CRAFeedback@merck.com
- Community Page: http://ts1.merck.com/com/mrl_service_desk
| Language | Support Hours |
|---|---|
| English | 24x7 |
| 365 days a year, including holidays. | |
Aspera & EngageZone User Guides
- Community User Guide
- Community Guide - Japanese
- Community Guide - Spanish
- Large Data Transfer Guide
- New Sensitive Tab Capability with Permissions
Site Users - Clinical Reference Guidance Documents