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.


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)
China (Telecom)
China*

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.
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



Site Users - Clinical Reference Guidance Documents

  1. Site User SAM ID Registration and System Log
  2. Site User Guide to Update SAM Account Information
  3. CLMS Site User Guidance Document
  4. Exostar CLMS - Password Reset - Site Users
  5. Contact Reference for MRL Service Desk