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| The following is an operational status
history of several of the systems our customers use to communicate
with MDL Customer Support, particularly in San Ramon, California.
While our systems are almost always fully operational, we want
you to be alerted to any problem. |
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04-Sept-2007: Note: In observance of the Labor Day holiday, Elsevier MDL Customer Care in
the United States will be closed on Monday, September 3, 2007.
19-July-2007: Elsevier MDL Customer Care in Japan will be closed Monday, July 16, 2007
in observance of a national holiday.
12-July-2007: Elsevier MDL Customer Care in the United States will be closed Wednesday, July 4, 2007
in observance of the Independence Day holiday.
21-June-2007: Note: Due to an Elsevier MDL company-wide meeting in the United States on
Wednesday, 20-June-2007, MDL Customer Care will not be available between 2:00 pm and 4:00 pm (PDT).
If you have an urgent support issue, please contact MDL Customer Care at 800-326-3002,
leave a voicemail indicating that you have an urgent technical support issue, and a member
of the Customer Care team will return your call as soon as possible.
All other support issues received during this time will be addressed the next business day.
We do apologize for any delays in responding to your support inquiries during this time.
31-May-2007: NOTE: Elsevier MDL Customer Care in the United States will be closed Monday, May 28, 2007
in observance of the Memorial Day holiday.
16-Mar-2007: Note: Elsevier MDL's website will undergo routine maintenance on Saturday, March 10, 2007,
between 10:00 a.m. and Noon (PST). During this time, the website will not be available.
We apologize for any inconvenience.
2-Mar-2007: NOTE: 2007 European Users' Group Meeting (26-27 February 2007) & Isentris Controls training (25 February 2007) - Strasbourg, France
Learn how the MDL® Isentris® system can be used to create efficient and seamless workflows and to provide scientists and project teams with the information, tools and context they need to make smarter decisions. The optional one-day hands-on training course is designed for application developers, who will learn how to build custom applications using Isentris controls in a Microsoft .NET development environment.
To register for the meeting and the training, please go to
http://www.mdl.com/company/events/user_conferences/2007/eugm07/index.jsp
To register just for the Isentris Controls training, please go to
https://eventspro.grg.com/ei/getdemo.ei?id=170&s=_1T80LX7U3
22-Feb-2007: NOTE: In observance of the Presidents' Day holiday, Elsevier MDL Customer Care
in the United States will be closed on Monday, February 19, 2007.
26-Jan-2007: NOTE: Elsevier MDL's website
will undergo routine maintenance on Saturday, January 20, 2007 between 10:00-10:30 a.m. (PST).
During this time, the website will not be available. We apologize for any inconvenience.
19-Jan-2007: NOTE: Elsevier MDL Customer Care in the United States will be closed on Monday, January 15, 2007 in observance of the Martin Luther King, Jr. holiday.
5-Jan-2007: NOTE: Elsevier MDL Customer Care in the United States and Europe will be closed on Monday, December 25, 2006 in observance of the Christmas holiday. Elsevier MDL Customer Care in Europe will be closed on Tuesday, December 26, 2006 as well. Elsevier MDL Customer Care in the United States and Europe will be closed on Monday, January 1, 2007 in observance of the New Year's holiday.
5-Jan-2007:
MDL eService is now available!
15-Dec-2006: NOTE: Elsevier MDL Customer Care is offering a series of Web Seminars on migration to MDL Direct 6.0. The first of these is being presented the week of December 11th. Please watch your email for details or contact the MDL Customer Care Support Center nearest you for more information:
Worldwide contacts
29-Nov-2006:
NOTE: Elsevier MDL offices in the US will be closed on Thursday, November 23 and Friday, November 24, 2006 in observance of the Thanksgiving Day holiday. In order to assist our US customers with critical support issues during this time, MDL Customer Care Support Specialists in Europe will be available during standard European business hours (3AM to 10AM EST) via phone or via email to support@mdl.com. For a complete listing of Elsevier MDL support offices, please see
Worldwide contacts
17-Oct-2006: On Friday, 6-October-2006 between 8AM and 10AM PST, MDL performed routine maintenance on the Elsevier MDL website, www.mdl.com. During the course of this routine maintenance, www.mdl.com was not accessible. We apologize for any inconvenience this may have caused.
20-Sept-2006: Developer & Administration Training - 2006 schedule
MDL is pleased to announce the 2006 schedule for public Administrator and Developer training.
For the European schedule, please click here: Europe
For the US schedule, please click here: United States
For a description of the courses offered through public administration training, please click here: Overview
Please note that this is not a list of all MDL courses.
If you wish to arrange company-specific training, as opposed to attending a public session, please contact us at support@mdl.com.
14-Sept-2006: In observance of the Labor Day holiday, Elsevier MDL Customer Care in the United States will be closed on Monday, September 4, 2006.
02-Aug-2006: The mailbox which handles email addressed to support@mdl.com was briefly interrupted on Tuesday, 25 July 2006 in the United States due to an unforeseen power outage. Our U.S. customers were advised to call our support hotline phone number (800) 326-3002. The mailbox was fully operational by the end of business on Tuesday, 25 July 2006. We apologize for any inconvenience this may have caused you.
20-July-2006: Due to an Elsevier MDL company-wide meeting in the United States on Wednesday, July 19, 2006, the support hotline hours will be available through 3:00 p.m. (PDT). All support issues received after 3:00 p.m. will be addressed at 6:00 a.m. (PDT) on Thursday, July 20, 2006. We apologize for any delays in responding to your support inquiries during this time.
20-July-2006: If you've recently received an Elsevier MDL Customer Care 2006 Customer Satisfaction Survey, thank you for taking the time to complete the survey as soon as possible. The results of this survey will help us direct changes to the processes, tools, and practices used by Elsevier MDL Customer Care worldwide.
If you have any questions or concerns regarding the survey, please contact the survey administrator, Ms. Ritsuko Gray at r.gray@mdl.com
07-July-2006: Elsevier MDL Customer Care in the United States will be closed Monday, July 3, 2006 and Tuesday, July 4, 2006 in observance of the Independence Day holiday.
29-June-2006: Email service for all U.S. Elsevier MDL offices, including U.S. Customer Care, was off-line from 12:00 noon PDT June 15, 2006 until 3:30 am PDT June 16, 2006. We apologize for any delay in response to your messages
31-May-2006: Elsevier MDL Customer Care in the United States will be closed Monday, May 29, 2006 in observance of the Memorial Day holiday.
01-May-2006: The 2006 Elsevier MDL US User Group Meeting and Biology Data Management Exchange is less than a month away! For more information or to register for the conference, please
click here.
12-Apr-2006: Elsevier MDL annually surveys our customers about their current and planned hardware and software infrastructure. This survey helps to direct changes to the supported MDL client and server products' platform list. If you've received a Platform survey, please be sure to complete it as soon as possible. If you have any questions or concerns regarding the survey, please contact the survey administrator, Ms. Ritsuko Gray at r.gray@mdl.com
or call 925 543-7580
17-Mar-2006: Bulletin Update: Elsevier MDL Customer Care Moved to a New Office!
17-Feb-2006: In observance of the Presidents' Day holiday, Elsevier MDL Customer Care in the United States will be closed on Monday, February 20, 2006.
We appreciate your understanding of the holiday closure and should you have any concerns about the limited support available during the holiday, please feel free to contact the MDL Customer Care management team at support@mdl.com
17-Jan-2006: In observance of the Martin Luther King holiday, Elsevier MDL Customer Care in the United States will be closed on Monday, January 16, 2006.
We appreciate your understanding of the holiday closure and should you have any concerns about the limited support available during the holiday, please feel free to contact the MDL Customer Care management team at support@mdl.com
Elsevier MDL's website will undergo routine maintenance on Friday, January 20, 2006 between 8:30-9:00 a.m. (PST). During this time, the website will not be available. We apologize for any inconvenience.
03-Jan-2006: Elsevier MDL Customer Care in the United States will close at 3:00 p.m. on Friday, December 23, 2005, and we will be closed on Monday, December 26, 2005 in observance of the Christmas holiday. We will also close at 3:00 p.m. on Friday, December 30, 2005, and be closed on Monday, January 2, 2006 in observance of the New Year's holiday.
We appreciate your understanding of this and should you have any concerns about the limited support available during the holiday closures, please feel free to contact the MDL Customer Care management team at support@mdl.com
02-Dec-2005: Elsevier MDL's website will undergo routine maintenance on Tuesday, December 6, 2005, between 8:00-8:30 a.m.(PST). During this time, the website will not be available. We apologize for any inconvenience.
28-Nov-2005: MDL offices in the US closed the week of the Thanksgiving Day holiday. In order to assist customers with critical support issues, MDL Customer Care Support Specialists will be available to assist you from Monday, November 21st to Wednesday, November 23rd between the hours of 7AM and 4PM Pacific Time. Please note, however, that we will operate with a reduced staffing level during this time. Customer Care in the US will not be available on Thursday, November 24th or Friday, November 25th.
We appreciate your understanding of this and should you have any concerns about the limited support available during the week of Thanksgiving, please feel free to contact the MDL Customer Care management team at support@mdl.com.
17-Nov-2005: Status Alert On Monday and Tuesday the week of October 31st and November 1st, MDL experienced intermittent issues with our e-mail servers. If you have sent an e-mail request for support to the MDL Customer Care support team which has not yet been acknowledged, please resend your request to support@mdl.com or contact us directly by phone (http://www.mdl.com/support/contact/worldwide.jsp for offices and phone numbers). We apologize for any inconvenience this may have caused.
11-Nov-2005: Status Alert On Thursday, October 27, 2005, Elsevier MDL's telephone system in San Leandro, California was unavailable from approximately 6:00 - 9:30 AM (PDT). We apologize for any inconvenience that this may have caused.
27-Oct-2005: Upcoming is Elsevier MDL Technical Administration Training in the United States in November 2005. Training in Europe is in November and December 2005. For registration information and to view the course schedule, please click here: United States (PDF)
Europe(PDF)
10-Oct-2005: MDL will be closed on Monday, October 10, 2005 in observance of the Columbus Day holiday. The Customer Care Americas support team will be unavailable on this day, but will return at 6AM PST on Tuesday, October 11, 2005.
29-Jun-2005: Elsevier MDL Customer Care in the United States will be closed Friday, July 1, 2005 and Monday, July 4, 2005 in observance of the Independence Day holiday.
27-May-2005: Elsevier MDL Customer Care in the United States will be closed Monday, May 30, 2005 in observance of the Memorial Day holiday.
06-May-2005: The 2005 MDL User Group Meeting and Biology Data Management Exchange is less than a month away! For more information or to register for the conference, please click here.
16-Apr-2005: Elsevier MDL's website will undergo routine maintenance on Saturday, April 16, 2005, between 1:00-1:30 p.m.(PDT). During this time, the website will not be available. We apologize for any inconvenience.
01-Apr-2005: On Thursday, March 31, access to one of the MDL CrossFire Direct servers was temporarily interrupted. This problem has now been resolved and we apologize for any inconvenience this service interruption may have caused.
18-Feb-2005: Elsevier MDL Customer Care in the United States will be closed Monday, February 21, 2005 in observance of the Presidents' Day holiday.
02-Feb-2005: Elsevier MDL's website will undergo routine maintenance on Friday, February 4, 2005 between 8:00-8:30 a.m. (PST) and on Saturday, February 5, 2005 from 8:00 a.m (PST) until Noon (PST). During this time, the website will not be available. We apologize for any inconvenience.
14-Jan-2005:Elsevier MDL Customer Care in the United States will be closed Monday, January 17, 2005 in observance of the Martin Luther King, Jr. holiday.
29-Dec-2004: Elsevier MDL Customer Care in the United States will be closed Friday, December 31, 2004 and Monday, January 3, 2005 in observance of the New Year's holiday.
20-Dec-2004: Elsevier MDL Customer Care in the United States will close at 3:00 p.m. on Thursday, December 23, 2004. We will also be closed Friday, December 24, 2004, Friday, December 31, 2004 and Monday, January 3, 2005 in observance of the Christmas and New Year's holidays.
19-Nov-2004: On Thursday, November 18, 2004, Elsevier MDL will perform system maintenance from 3PM to 7PM Pacific Time. During this time, you may be unable to access some product specific information in the Support and Download sections of the website.
We apologize for any inconvenience this may cause.
26-Apr-2004: Incoming and outgoing email service was interrupted between 6:00 p.m Pacific Daylight Time on Saturday April 24 and 4:00 a.m. Pacific Daylight Time on Sunday, April 25.
Please re-send any email that was returned to you. And, we apologize for any inconvenience.
26-Mar-2004: MDL's website will undergo routine maintenance from 9PM (PDT) on Friday, 03/26/04 until 3:00 PM (PDT) on Sunday 03/28/04.
During this time, you may find access to the website to be either limited or unavailable. We apologize for any inconvenience.
23-Mar-2004: On Monday, March 22, 2004, MDL's North American Customer Care hotline number 1-800-326-3002 became inaccessible from outside California. We expect to resolve the problem prior to our next business day.
If you are unable to reach us by calling the 800 number, please contact us via our email address, support@mdl.com or call 510-895-2213. We apologize for any inconvenience that this may cause you.
05-Feb-2004: Due to a national holiday, the MDL office in Japan will be closed on Wednesday,
February 11, 2004.
MDL offices in the United States will be closed on Monday,
February 16, 2004 in observance of the President's Day holiday.
16-Jan-2004: MDL offices in the United States will be closed on Monday, January 19 in observance of the Martin Luther King, Jr. holiday.
31-Dec-2003: MDL offices in the United States will be closed January 1-2, 2004 in observance of the New Year's holiday. MDL office in Japan will be closed on Monday, December 29, 2003 through Friday, January 2, 2004.
23-Dec-2003: MDL offices in the United States will be closed December 22-26, 2003 and January 1-2, 2004 in observance of the Christmas and New Year's holidays. However, MDL Customer Services will be available from December 22-23, 2003 to assist you.
21-Nov-2003: MDL offices in the United States will be closed during Thanksgiving week, November 24-28, 2003. MDL Customer Services in the United States will remain available, as usual, November 24-26, 2003
08-Oct-2003: Incoming and outgoing email service on was interrupted at 13:30h Pacific Daylight Time on October 8, 2003. This affected both online Web Registration and the Contact form. Service was restored at 13:30h on October 9, 2003. If you registered or submitted a form during this time, please try again. We apologize for the inconvenience.
22-Aug-2003: A number of people in the MDL user community have been infected with the most recent variant of the SoBig virus. Several infected sites are spoofing MDL email addresses so that virus-infected messages appear to come from us. To date, none of the computers within MDL Customer Services has been identified as being infected with this virus. READ MORE...
14-Apr-2003: MDL's telephone system was unavailable from approximately 6:00-9:30 AM (PDT). We apologize for any inconvenience that this may have caused.
09-Dec-2002: MDL's
Paris office will have several power outages due to electrical
maintenance work. The power outages will occur on Thursday,
December 12, 2002 from 6:00 p.m to 10:00 p.m. and on Saturday,
December 21, 2002 from 8 a.m. to 1:00 p.m. The outage will temporarily
interrupt email, logon, and telephone services.
15-Nov-2002: MDL's telecommunications vendor will be taking the
telephone system in San Leandro offline on Monday, November
18, 2002 between 6:00-6:45 PM (PST). No outgoing or incoming
calls will be possible at that time.
16-Oct-2002: MDL Customer Services in San Leandro reported problems
receiving incoming email and incoming customer calls on our
1-(800)-326-3002 telephone number since early this morning.
Your ability to contact us is very important to us. We apologize
for the inconvenience and are working quickly to correct these
problems.
03-Oct-2002 to 04-Oct-2002: MDL's San Leandro office experienced intermittent
Internet problems beginning at approximately 8:00 AM (EDT).
Service was restored on Friday morning.
03-Oct-2002: There was an interruption of services on MDL's 800
toll-free telephone number lasting approximately an hour from
8:30-9:30 AM (PDT).
27-Sep-2002: MDL's Chime Web site has been taken offline. For the
time being, when you access www.mdlchime.com, you will be
redirected to one of our FTP sites where you can access the
Chime product downloads.
16-Sep-2002: There will be a service disruption impacting all incoming
and outgoing telephone calls to/from the San Leandro office
lasting from approximately 6:00 AM until 9:00 PM.
08-Aug-2002: Due to problems with one of our DNS servers, incoming
email was returned to sender. The problem was corrected at
approximately 8:05 AM (PDT). We ask that you re-send any email
that was returned to you. And, we apologize for any inconvenience.
26-Jul-2002: MDL's San Leandro office will be unreachable via telephone
(and voicemail will be offline) due to equipment upgrade installations
on Thursday, August 1, 2002 beginning at 6:00 PM (PDT) and
lasting until approximately 9:00 PM (PDT). We apologize for
any inconvenience.
15-Jul-2002: MDL experienced multiple telecommunications, Internet,
and WAN outages beginning at approximately 9:40 PM (PDT) on
Friday, July 13, 2002. All services were restored by 3:00
PM (PDT) the following day.
24-Jun-2002: MDL's Chime Web site (http://mdlichime.com) went offline
at approximately 8:05 AM (PDT). The cause of the outage is
being investigated and we hope to restore this service soon.
23-May-2002: MDL's San Leandro office experienced intermittent
email problems throughout the day.
26-Apr-2002: MDL's San Leandro office has planned maintenance scheduled
for its telephone system beginning on Monday, 04/29/02 at
approximately 6:00 PM and lasting until 6:30 PM (PDT). No
telephone calls into or out of the San Leandro office will
be possible during this time.
22-Apr-2002: MDL's Hotline voicemail system will be unavailable
from approximately 5:30 - 7:00 PM (PST) on Monday, April 22,
2002 due to hardware upgrades.
05-Apr-2002: MDL's Hotline voicemail system will be unavailable
from approximately 6:00 - 7:00 PM (PDT) on Monday, April 8,
2002 due to hardware upgrades.
29-Mar-2002 to 01-Apr-2002: MDL's network experienced problems with interrupted
Internet access, incoming/outgoing email, http://www.mdli.com
and http://www.mdlchime.com and other connectivity. This began
at approximately 8:30 PM (PST) Friday evening and continued
throughout the weekend. As of 5:30 AM (PST) Monday morning,
service to the Internet and e-mail have been restored.
21-Feb-2002: MDL's Web site and MDL PriorityPlus Online were offline
between 12:10 - 2:10 PM and between 3:30 - 4:00 PM (PST) due
to a transition to new equipment and software.
01-Feb-2002: MDL's Chime Web site at http://www.mdlchime.com was
unavailable from approximately 9:00 - 11:00 AM (PST).
11-Dec-2001: MDL's San Leandro office continued to experience intermittent
email problems throughout the day.
10-Dec-2001: MDL's San Leandro office experienced intermittent
email problems throughout the day. Email delivery was significantly
delayed from the time it was sent. All email that was queued
and held by our email server was presumed to be processed
by 2:00 PM (PST), but there is no way to verify this.
20-Nov-2001: MDL's San Leandro office experienced intermittent
email and network problems during the morning.
11-Nov-2001: All MDL San Leandro's systems and equipment were online
again by 2:30 a.m. (PST).
10-Nov-2001 to 11-Nov-2001: All of MDL San Leandro's systems will be temporarily
unavailable due to maintenance and upgrades. We anticipate
that all systems should be available again sometime Sunday
morning.
23-Sep-2001 to 24-Sep-2001: MDL's customer support voicemail and phone
system were not available from approximately 10:00 p.m. (PDT)
Sunday evening through 8:15 a.m. (PDT) Monday morning due
to an extended power outage.
14-Sep-2001: MDL’s corporate Web site and MDL PriorityPlus
Online were unavailable from approximately 10:15 AM to 11:00
AM (PDT).
13-Sep-2001 to 14-Sep-2001: MDL's outgoing email service was affected
late Thursday evening through approximately 4:00 PM (PDT)
on Friday afternoon. Email sent by MDL employees to customers
was not dispatched during this time and some email appears
to have been lost. We apologize for this inconvenience.
20-Jul-2001: Please be advised that PriorityPlus Online may be
unavailable between the hours of 8:00 AM and 8:00 PM (PDT)
on Saturday, 07/21/01 due to Web server maintenance.
25-Jun-2001: The California Independent System Operator (ISO) issued
a power warning as of 8:20 AM (PDT). But, no rolling blackouts
are expected today.
MDL's website http://www.beilstein.com was unreachable for
a period of approximately 24 hours due to problems with the
ISP vendor. The site was restored and is functioning properly.
MDL's website http://www.mdlchime.com was unreachable for
a few hours due to a problem on the server. Internet services
on the machine were restarted and the site was again available.
19-Jun-2001: The California Independent System Operator (ISO) has
issued an early warning that rolling blackouts are possible
today and tomorrow due to hot weather and increased power
demands.
15-Jun-2001: The California Independent System Operator (ISO) issued
a power warning as of 8:50 AM (PDT). MDL's San Leandro office
may experience a "rolling blackout" at some point
in time later today.
13-Jun-2001: The California Independent System Operator (ISO) issued
a power warning as of 9:30 AM (PDT). MDL's San Leandro office
may experience a "rolling blackout" at some point
in time later today.
07-Jun-2001: MDL's San Leandro office experienced an electrical
failure from approximately 8:00 AM until 11:45 AM (PDT). This
necessitated the shut down of all computing infrastructure
servers and affected our Web sites, email, and telephone system.
24-May-2001: The California Independent System Operator (ISO) issued
a power warning as of 8:50a.m. (PDT). If "rolling blackouts"do
occur, you may experience intermittent difficulty contacting
Customer Support via telephone.
23-May-2001: MDL's Web site experienced an outage from 8:59 a.m.
until 12:44 p.m. (PDT), due to a failure in an automated procedure.
Customers were redirected to the UK mirror Web site.
03-Apr-2001 to 05-Apr-2001: MDL customers reported intermittent difficulty
accessing our US customer support hotline during this time.
The problem has been resolved. Your calls are important to
us and we apologize for any inconvenience.
23-Jan-2001 to 02-Apr-2001: Nothing to Report.
22-Jan-2001: Due to "rolling blackouts" throughout the
State of California, you may experience intermittent difficulty
contacting Customer Support via telephone. Your calls are
important to us and we apologize for this inconvenience. Please
try your call again after several hours.
01-Jan-2001 to 20-Jan-2001: Nothing to Report. |
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