Support
Meridian Software support policy
How to reach us, and what to expect when you do.
This policy covers every Meridian Software product. Charter is currently the only product generally available; the sections below that name it are extended as further products launch.
How to get support
| Channel | Use for |
|---|---|
| support@meridian-software.net | Bugs, configuration help, license problems |
| Marketplace Q&A | Public questions about what a product does |
| sales@meridian-software.net | Pricing, invoicing, plan changes |
We aim to reply to every message within two business days. Enterprise agreements can set specific response commitments in writing.
What is supported
- The two most recent minor versions of each product.
- Current versions of Chromium-based browsers, Firefox, and Safari.
For Charter, and for any future Azure DevOps extension: Azure DevOps Services (dev.azure.com) is supported. Azure DevOps Server is not.
Support does not cover problems caused by modified extension packages, unsupported platform configurations, or faults in the underlying platform itself — report those to the platform vendor.
What to include in a report
- The product and its version. For Charter the version is shown at the bottom of the Marketplace page and in the extension manifest.
- For Azure DevOps extensions, your Azure DevOps organization name.
- What you did, what you expected, what happened.
- Browser console output and any error message text.
- Where relevant, the exported settings JSON with secrets removed.
Security issues
Report suspected security problems to security@meridian-software.net rather than through public Q&A. Please do not include working credentials or function keys in the report.