Why Do You Sometimes Need My Project File?

Whenever you contact us with a question or a problem, we want to help you as quickly and specifically as possible. In some cases, we will therefore ask you for a copy of your project file. We are fully aware that such files often contain confidential and sensitive information. You can rely on this: We treat your data with the utmost care and absolute confidentiality.

Technical Details

Sometimes it is simply a matter of better understanding the planning.
What seems clear at first glance is not always so: an activity that cannot be pushed to an earlier date, for example, be blocked by a dependency in a completely different place. We can only recognize such correlations and provide you with targeted help if we have your individual planning in mind.

In other cases, the problem does not lie in the planning.
In addition to the actual project data, a Merlin Project file also contains logs and synchronization information - all of this is combined in a so-called file package.

If this package is damaged, for example due to technical circumstances, it may still be possible to open the project without any problems, but individual areas will be affected. For example, parts of your planning can no longer be edited. In such cases, only your original file will help us to find the causes. We can often discover clues during support, draw conclusions and solve the problem. In more complex cases, we call in our developers, who analyze the file structures in depth. This not only helps you, but also us: we gain valuable insights that we use to continuously improve Merlin Project.

These two examples show how important your original files are for sound and efficient support. The better we can understand your individual situation, the more targeted and faster we can help.