Customer Support
EmerGeo Customer Support Programs
EmerGeoTM understands that satisfied customers are our greatest asset. Our support services reflect our commitment to customer satisfaction by providing you with access to highly trained customer support staff when you need it. Like our applications, the latest online support technology is used to manage customer requests and streamline problem reporting, tracking and the resolution process.
Annual Support, Maintenance & Upgrades
First year Software Support is included with the purchase of EmerGeo™ and begins on the 1st day of the month following software installation. Software support includes 24/7 phone support and all EmerGeo™ software updates.
Software updates include:
- Correction Release: Provided to resolve software anomalies (e.g., v5.2.1, 5.2.2, etc.)
- Point Release: Modifications to current generation of software that include enhancements, improvements (e.g. v5.3, to 5.4)
- Level Release: New release or new generation of software (e.g., v5.0 to 6.0)
Problem Resolution Process:
Support and problem requests may be submitted via phone, email or through the on-line support system. During regular working hours these requests are routed to the appropriate EmerGeo support technician in our Vancouver office. After hours calls are routed to the on-call support technician through a 24/7 dispatch service.
Upon receiving a support request, a case is entered into our on-line tracking system and assigned a case number. If the responding technician can resolve the request on-the-spot then the case is closed. If the request cannot be immediately resolved then the information is captured in our tracking system and escalated as appropriate.
Contacting Customer Support
Routine Support during normal business hours:
- Monday to Friday 08:30 – 17:00 Pacific (Excluding holidays)
- Phone Toll-Free: 888-577-0911
- Technical support phone: 604-681-0989
- Technical support email: support
emergeo
com
- EmerGeo Self-Help trouble ticket system:
- EmerGeo GoToAssist remote support: click here
Emergency Support after normal business hours (24/7 dispatcher):
- Phone Toll-Free: 888-577-0911
- Phone Direct: (604) 681-0989
When contacting Customer Support, please be sure to provide the following information in your request:
- Your name and organization
- Preferred method of response (phone, email)
- Contact number(s) email addresses and times you are available
- Detailed description of the problem/request including error messages, etc.
On-line Customer Support (Self-Help) System Access:
Customers can access the EmerGeo On-line support system and track the progress of any outstanding issue (case). In addition, they will be able to initiate a case, download software and documentation, research FAQ’s, and access other useful information.
Customers with an existing account (user name and password):
Don’t have an account?
Send an access request to EmerGeo Support email: Click to email supportemergeocom supportemergeocom
Please include in your request:
An account will be established for customers with a valid Support and Maintenance agreement in good standing and a notification email sent out containing the login credentials.
Software Installation
Pre-Installation
EmerGeo installations do not begin until our implementation team understands your business processes and technical requirements. For small customer installations, we ask customers to complete a pre-installation requirements and technical survey. Your customer account representative will then follow up with you to ensure we have a complete understanding of how EmerGeo is intended to be used, and therefore configured.
For larger customer installations, we are often contracted to perform a basic requirements analysis to study and document the emergency organization, its hazards vulnerabilities and capabilities, stakeholders with whom it interacts, major workflows associated with crisis communications and reporting, data needs, security issues, and the technical (network) environment that supports the organization. The results from this study are used to define data and system configuration requirements, provide input to custom training programs, and to ensure that you have a system that meets your requirements.
Installation
Experienced technicians are available to install the EmerGeo server and ‘Smart Client’ software on your equipment. During the installation process, we work with your IT Support team to ensure we implement EmerGeo in compliance with your organization’s IT policies and procedures.
Post-Installation
No installation is complete without thorough testing. Our technicians will perform system and functional tests to ensure everything is running smoothly before they finish the job. Your IT Support staff will be kept fully informed of the progress at all stages of installation and will be notified of any problems to ensure options are discussed and acceptable resolutions implemented in a timely manner.
We can also be contracted to test not only your system but your people and facilities through a disaster simulation and exercise.
We understand that failure of a critical application like EmerGeo is not an option.