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.

 

Submit a request


Show Me My Tickets

the nature of your question or issue.

Please see your local Administrator for any password issues.

FDID or EMSID (if known)

Please enter the details of your request. A member of our support staff will respond as soon as possible.

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 calls, all other calls for a fee by dialing extension #403 from our main line**

    Priority Level: 1

    Details


    • System is down
    • CAD is not importing calls
    • Problem prevents Major System Component functionality and there is no workaround.
    • A major component of ER’s application is not functioning
    • The ER website is experiencing a significant slowdown and your network is working normally
    • Password resets are not a P1 issue, please contact local admin for assistance
    • We strongly recommend to call support for P1 issues for a faster response for true emergencies. Call (866) 773-7678 x 403 and follow the prompts

    Examples


    • ER website is down
    • The ER website is experiencing a significant slowdown and you have confirmed your network is working normally
    • Emergency Reporting system outage
    • Locked or restricted Administration access

    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


    • Problem prevents Major System Component functionality and there is no workaround.
    • Not urgent but significant issue affecting user, however the services are still operational

    Examples


    • Incident Authorization Issues
    • Inspection/Permit Authorization Issues
    • Functions within a model prevent saving of records
    • Unable to save narratives in a record
    • Cannot edit or view incident reports
    • Unable to import 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


    • Problem prevents functionality but there is a workaround
    • User productivity affected but not completely halted
    • System operational with minor issues
    • Limited access to modules
    • Problem does not prevent functionality and is therefore minor (cosmetic, documentation, etc.) in nature.
    • General questions or revisit functions covered in training materials
    • Password resets

    Examples


    • General user needs login/password assistance
    • Feature Requests
    • General Inquiries
    • Report Issues

    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