Welcome to Emergency Reporting Support!

Emergency Reporting is focused on providing client self-service tools, timely and informative communications, as well as opportunities to interact among client peers.

You may contact us for service, search our Knowledge Base, access resource and training materials, participate in the Community, read about news and upcoming events, and suggest new features.

 

To help us better assist you, please submit a request by filling out the form below:


Show Me My Tickets

The nature of your question or issue.

Please see your local Administrator for any password issues.

Please tell us how you would prefer to be contacted.

FDID or EMSID (if known)

Aureon

**Please enter the details of your request. A member of our support staff will respond within 3 Business days (unless otherwise noted in Priority Notes)**

Add file or drop files here

    If this is an actual emergency (Medical or Fire), please dial 911 or contact your local Fire or Police Department.

    Have a question? Send us an email by using the request form above or call us toll free at (866) 773.7678. Our normal business hours are 0630-1730 Pacific Standard Time, Monday through Friday.

    **After hours phone support is available for Priority-1 (emergency) issues; (all other calls for a fee) by dialing ext #503 when calling the number above**

    Priority Level: 1

    Details


    • Priority level 1 includes urgent issues that cannot wait until normal business hours. Support staff will respond within 4 hours of ticket creation time- 24/7.

    Examples


    • Emergency Reporting website is down
    • CAD is down
    • Login page is down
    • Cannot print ePCRs
    • Data does not save in the system
    • Any Module is down

    Support


    Expected Response Time: 4 Hours (during business hours)

    Periodic Updates: Every 4 hours till resolved

    Recommended Contact Method: Use After Hours Hotline - Call (866) 773-7678 x 403 and follow the prompts

    Hours of Operation: 24/7 (additional fees may apply)

    Priority Level: 2

    Details


    • Priority level 2 includes high priority issues that can wait until normal business hours. Support staff will respond within 1 business day - 6:30AM-5:30PM Monday-Friday.

    Examples


    • Incident/PCR Authorization Issues
    • Inspection/Permit Authorization Issues
    • Access export does not run or complete
    • Account Administator cannot login and there are no other Admins configured
    • 500-100 error in any module
    • Unable to import or export files

    Support


    Expected Response Time: 1 Business Day

    Periodic Updates: 1 Business Day

    Recommended Contact Method: Phone or email

    Hours of Operation: Mon-Fri 0630 -1730 PST

    Priority Level: 3

    Details


    • Priority level 3 includes normal to low priority issues. Support staff will respond within 1 business day - 6:30AM-5:30PM Monday-Friday.

    Examples


    • General user login/password assistance
    • Feature Requests
    • General system Inquiries
    • Report Issues (Reports Module)

    Support


    Expected Response Time: 3 Business Days

    Periodic Updates: Every 2 weeks

    Recommended Contact Method: Email

    Hours of Operation: Mon-Fri 0630 -1730 PST

    If you have questions about our product, search our Knowledge Base articles. If you’ve got an idea for our product development team, let us know in our “Suggest a Feature” voting forums.

    Suggest a Feature News and Announcements
    Knowledge Base
    Getting Started