Cúram (SPM) support details

  News! Merative ™ Social Program Management is now Cúram ™ by Merative™




You can open a support case for Merative ™ Social Program Management, by visiting Merative Support.


  • Important:  Do not include any Personal Information (PI), including Protected Health Information (PHI) or Sensitive Personal Information (SPI), in information or documentation when opening a case.


  • We welcome your ideas, you can open an enhancement request at any time by visiting the Merative Ideas Portal.




Downloads and security bulletins


You can download your entitled software, related fixes and assets, and security bulletins from Merative Support. You must request access to download software.


You can access the following Social Program Management software:


  • Full development installers, currently 7.0.10,, and 8.1.0.
  • Fixes, such as iFixes and maintenance releases.
  • Assets, such as the Upgrade Helper tools and documentation.


Support articles



Search for relevant support articles at Support articles and release notes.


Support newsletters


Quarterly newsletters are available at Support Newsletters.


Release notes



Product documentation


For product documentation, see Merative Support Docs.




For more information about Social Program Management Education and Certification, see SPM Education.


Hours of operation


Support business hours reflect the normal country business hours in your time zone. For example, 8:00 AM to 5:00 PM in North America or 9:00 AM to 6:00 PM in some parts of Asia and Europe, Monday through Friday, excluding national or statutory holidays. Off shift hours for Severity 1 issues only, are defined as all other hours outside of normal country business hours.


Note: Support will work with you 24x7 to resolve Priority/Severity 1 issues, provided you have a technical resource available to work during those hours. You must reasonably assist with any problem diagnosis and resolution.

Severity definitions and response times


While support commits to responding within the stated response times, we cannot commit to providing a resolution within the response time period.


Priority/Severity 1: Critical business impact/service down


Business critical functionality is inoperable or critical interface has failed. This applies to a production environment and indicates an inability to access services resulting in a critical impact on operations. This condition requires an immediate solution. This usually impacts all users or a significant portion of users.


Opening a severity 1 support case immediately alerts our on-call support staff.


Response Time Objective


  • 2 Hours


Priority/Severity 2: Significant business impact


A service business feature of function of the service is severely restricted in its use or you are in jeopardy of missing business deadlines. This usually impacts at least a subset of users rather than one individual.


Response Time Objective


  • 2 Hours


Priority/Severity 3: Minor business impact


Indicates the service or functionality is usable and there is not a critical impact on operations. There may be impact for only a single user.


Response Time Objective


  • 2 Hours


Priority/Severity 4: Minimal business impact


An inquiry or non-technical request. Any issue that has no impact on operations and can wait days for resolution.


Response Time Objective


  • 2 Hours