TL;DR?

To submit a support ticket, simply email us.applications@miuraz.com or submit a ticket through the help center "SUBMIT A REQUEST" button in the header.

How and When to Contact Applications Engineering

Purpose

Applications Engineering exists to provide technical expertise, engineering support, training, documentation, studies, and project assistance that help ensure successful customer solutions and lifecycle partnerships. We support both internal teams and external stakeholders through a combination of self-service resources, engineering consultations, technical studies, and project support.

To improve responsiveness and provide better visibility into support requests, all Applications Engineering support activities are now managed through our Zendesk Support and Help Center platforms. The Zendesk system serves as the central intake point for questions, requests, case management, knowledgebase resources, and support tracking.

Start Here: Check the Help Center First

Before submitting a request, users should first visit the Applications Engineering Help Center.

The Help Center is designed to provide:

• Frequently asked questions
• Technical articles
• Product and application guides
• Instructional content
• Training materials
• Engineering calculators and tools
• Study and report guidance
• Best practices and troubleshooting information

Many common questions can be answered immediately using these resources without requiring engineering involvement. The Help Center exists specifically to provide searchable, shareable, self-service technical knowledge.

Examples of Questions That May Already Be Answered

• Boiler utility comparisons
• Feedwater system requirements
• Boiler sizing methods
• Steam pressure requirements
• Water treatment basics
• Emissions considerations
• Ancillary equipment selection
• Calculator instructions
• Load study interpretation
• Product documentation requests

When To Submit a Support Request

A support ticket should be submitted whenever:

Technical Guidance Is Needed

Examples:

• Application-specific questions
• Equipment selection guidance
• System design questions
• Installation considerations
• Operating condition concerns
• Feedwater or condensate return evaluations

Engineering Calculations or Studies Are Required

Examples:

• Load studies
• In-Service Efficiency (ISE) studies
• Pressure simulations
• Fuel usage comparisons
• Utility cost analyses
• Emissions evaluations

Project-Specific Engineering Support Is Needed

Examples:

• New project qualification
• Design reviews
• Specification assistance
• Equipment integration questions
• Quotation support
• Third-party equipment selection

Technical Documentation Is Required

Examples:

• P&IDs
• Boiler room layouts
• Submittals
• Drawings
• Technical reports
• Supporting analysis

Training or Educational Support Is Needed

Examples:

• Sales training requests
• Customer workshops
• Application presentations
• Product education sessions

Information to Include with Your Request

Providing complete information upfront allows Applications Engineering to respond more quickly and accurately.

Whenever possible, include:

Customer Information

• Customer name
• Project location
• Industry
• Contact information

System Information

• Existing equipment
• Proposed equipment
• Operating pressures
• Fuel type
• Feedwater temperature
• Condensate return details

Project Objectives

• What decision needs to be made?
• What problem needs to be solved?
• What information is required?

Supporting Documentation

Attach:

• Site photos
• Drawings
• Utility bills
• Equipment schedules
• Technical specifications
• Metering data
• Qualification forms

The quality of engineering output is directly tied to the completeness of the information received. 

When NOT to Contact Applications Engineering

To maximize response efficiency, some requests are better addressed through existing resources.

Check the Help Center First

Do not submit a ticket solely to request information that already exists in:

• Published technical documentation
• FAQs
• Training content
• Product literature
• Calculator tools
• Published web articles

Use Available Engineering Tools

Use self-service tools when available, including:

• Boiler System Calculator
• Published engineering calculators
• Knowledgebase articles
• Product selection guides

These tools are intended to provide immediate answers without requiring engineering review.

Request Priority Guidelines

Standard Requests

Typical questions, technical guidance, and documentation requests.

Examples:

• Product questions
• Application discussions
• Documentation requests
• General system recommendations

Project-Critical Requests

Requests directly affecting an active sales opportunity or project milestone.

Examples:

• Bid submissions
• Proposal deadlines
• Customer-facing study requests
• Design reviews

Please clearly communicate any customer-driven deadlines within the ticket.

Urgent Requests

Urgent requests should be limited to situations with immediate business impact.

Examples:

• Customer meetings occurring within 24 hours
• Proposal deadlines
• Critical project issues

Submitting all requests as urgent delays support for everyone and may reduce overall responsiveness.

Communication Expectations

Applications Engineering will:

• Use Zendesk as the primary method for support tracking and communication
• Maintain documentation and case history within the support system
• Continue expanding Help Center content to reduce response time and improve self-service capabilities
• Provide consistent, documented responses that can be referenced in the future
• Continuously improve knowledgebase content based on recurring questions and support trends

The goal is not simply to answer questions, but to build a growing technical resource that enables sales teams, representatives, customers, and partners to find answers faster while allowing Applications Engineering to focus on high-value engineering work.

Guiding Principle

Use the Help Center whenever possible. Submit a support ticket whenever engineering judgment, project support, calculations, studies, drawings, or technical expertise are required.

The more complete the information provided, the faster and more effectively Applications Engineering can support your opportunity.