MERLIN Service Packages

Invest in time to enhance the value of time.

As your partner in the successful implementation of IIoT strategies, MEMEX offers a variety of cost-effective service packages to assist you in your Smart Manufacturing projects.

  • Bronze
  • Package Level
  • Equivalent Cost
  • $6,600
  • Bronze
  • 40 Hours
  • $165/hour
  • $6,600
  • Silver
  • 80 Hours
  • $150/hour
  • $12,000
  • Gold
  • 120 Hours
  • $125/hour
  • $15,000
  • On-Demand
  • –
  • $175/hour
  • –

Features & Benefits

Services Available:

  • Software usage and configuration support
  • Training
  • Ad-Hoc web/phone based remote support
  • Encrypted remote assistance
  • Server installation and maintenance
  • Remote configuration
  • DNC configuration
  • Barcode scanning configuration and installation support
  • Removal of old Work Order per specified rules
  • Run Performance reports and identify products with bad standard cycle time
  • Report creation
  • 24/7 MERLIN alerts via LogMEIn
  • ERP connector consultative services
  • Consultative engineering and automation services
  • Collaboration with Project Lead engineer
  • Access to MEMEX Customer Portal
  • Some Project Management

Additional Details

  • Fee per site ( street address)
  • Service package hours expire 12 months from the ‘service start date’
  • Unused hours carry forward when a new service package is purchased
  • Does not apply to travel expenses
  • Hours of operations: Monday – Friday: 8.00 AM – 6.00 PM Eastern Time
  • Click here to see full policy
  • Plans are pre-paid services
  • Click here to see the Issue Response Matrix
  • Click here to see On-Demand information

Commencement and expiration of service package hours

Except as specified herein, any service hours purchased from Memex at a discount (i.e. a Service Package) must be used within twelve (12) months from the ‘service start date’ or they will expire.  Unless the service package purchase is part of a customer’s purchase of software license(s), the service start date is deemed to be the earlier of:

  1. The purchase order (“P.O.”) date for the service package; and
  2. The first day on which any discounted service hours are delivered.

For customer P.O.’s that also include the acquisition of software license(s), the service start date is deemed to be the earlier of:

  1. The first day on which any discounted service hours are delivered; and
  2. Sixty (60) days from the day the software is installed, and the licenses are available for use provided the customer is not the cause of any installation delays, otherwise ninety (90) days from the P.O. date.

If a customer purchases a new service package less than thirty (30) days prior to the expiry of any previously purchased discount service hours, the expiry of those unused hours will be extended for ninety (90) days from their original expiry date.

Next Steps