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M Enterprise Holdings LLC (MEH) provides IT support services during the following standard business hours:

Monday – Friday
7:00 a.m. – 4:00 p.m. Eastern Standard Time (EST)

Support requests submitted outside of normal business hours, including weekends and holidays, will be reviewed and processed on the next business day.

Ticket Response Times

MEH prioritizes support requests based on the level of impact and urgency. Response times are determined by the severity of the reported issue:

Standard Support Requests

For normal support requests, MEH will provide an initial response within 48 hours.

Standard requests may include:

• User assistance and troubleshooting
• Account administration
• Reporting support
• Product how-to questions
• General system inquiries

For customers experiencing a confirmed Critical Ticket Status requiring immediate attention, please contact the MEH IT Support Team directly:

Critical Issues

For requests confirmed as Critical, MEH will provide an initial response within 24 hours.

Critical issues may include:

• Complete system outages
• Issues preventing multiple users from accessing critical system functionality
• Security-related incidents
• Business-critical processes that cannot continue without immediate intervention

Emergency Support Phone:
619-603-0806

When calling, please provide:

• Ticket number (if available)
• Organization name
• Contact name and callback information
• Brief description of the critical issue
• Number of users impacted

MEH will evaluate the request and initiate the appropriate escalation process based on the severity and impact of the issue.