HomeMy WebLinkAbout16- Professional Services Agreement - Reporting Services - Fire Department Records ManagementPROFESSIONAL SERVICES AGREEMENT
THIS AGREEMENT is made and entered into this day of 2010, by
and between the CITY OF BOZEMAN, MONTANA, a self governing municipal corporation
organized and existing under its Charter and the laws of the State of Montana, 121 North Rouse
Street, Bozeman, Montana, with a mailing address of PO Box 1230, Bozeman, MT 59771,
hereinafter referred to as "City," and Reporting Services, Inc., hereinafter referred to as "RSI".
In consideration of the mutual covenants and agreements herein contained, the receipt
and sufficiency whereof being hereby acknowledged, the parties hereto agree as follows:
1. Agreement. The following documents are made a part of this Agreement by this
reference:
a. Order Form dated July 28, 2016, quote #8694, including the terms and
conditions included therein (Exhibit A).
b. Emergency Reporting Service Level Agreement dated September 12, 2012
(Exhibit B).
2. Indemnification. RSI agrees, at its own expense, to defend, indemnify and hold the City
harmless from any claim, demand, suit, damages, losses, and expenses, including
reasonable attorney fees, brought by a third party against the City, its officers or
employees (i) alleging infringement of any patent, copyright, trademark, or other
intellectual property right resulting from, arising out of or in any way related to the
Agreement, and (ii) the negligent, reckless, or intentional misconduct of RSI, its officers,
agents or employees. This obligation will survive termination of this Agreement and
the services performed hereunder.
3. Insurance. RSI will at RSI's expense have in place during the term of this Agreement
insurance coverage which insures the liabilities and obligations specifically assumed by
the Contractor in this Section. RSI will furnish to the City an accompanying certificate of
insurance and accompanying endorsements in amounts not less than as follows:
• Workers' Compensation — statutory;
• Commercial General Liability - $1,000,000 per occurrence; $2,000,000 annual
aggregate;
• Professional Liability - $1,000,000 per claim, $2,000,000 annual aggregate
The City of Bozeman, its officers, agents, and employees, shall be endorsed as an
additional or named insured on a primary non-contributory basis on both the
Commercial General and Automobile Liability policies. The insurance and required
endorsements must be in a form suitable to City and shall include no less than a sixty
(60) day notice of cancellation or non -renewal. The City must approve all insurance
coverage and endorsements prior to the Contractor commencing work. Contractor shall
notify City within two (2) business days of Contractor's receipt of notice that any
required insurance coverage will be terminated or Contractor's decision to terminate
any required insurance coverage for any reason.
4. Nondiscrimination. RSI agrees that all hiring by RSI of persons performing this
Agreement shall be on the basis of merit and qualifications. RSI will have a policy to
provide equal employment opportunity in accordance with all applicable state and
federal anti -discrimination laws, regulations, and contracts. RSI will not refuse
employment to a person, bar a person from employment, or discriminate against a
person in compensation or in a term, condition, or privilege of employment because of
race, color, religion, creed, political ideas, sex, age, marital status, national origin, actual
or perceived sexual orientation, gender identity, physical or mental disability, except
when the reasonable demands of the position require an age, physical or mental
disability, marital status or sex distinction. RSI shall require these nondiscrimination
terms of its subcontractors providing services under this Agreement.
IN WITNESS WHEREOF, the parties hereto have executed this instrument the day and
year first above written.
CITY OF BOZEMAN, MONTANA
By
Chris Kukulski, City Manager
A
By
ED AS TO FORM:
Greg'Yullivan, Bozeman City Attorney
-2-
REPORTING SYSTEMS, INC.
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Print Name:
Print Title: pf��G�if�Ly
EXHIBIT A
;07.1111a iT:7► 1
Order Form
EMERGENCY
REPORTING'
ERContact Details
Prepared by Mark Holleman Phone (360) 815-5794
Email mark@emergencyreporting.com Fax (866) 929-6157
Customer Contact Details
Emergency Reporting
851 Coho Way, Suite 301
Bellingham, WA 98225
www.omergencyreporting.com
Phone: 866,773.7678
Fax: 866.929.6157
County Gallatin
Department Type Career
Fire Package
Annual Subscription Fee
2.00 $1,788,00
$3,576.00
Fire Package Setup Fee
One-time Setup Fee (Discount applied)
1.00 $312.00
$312.00
Flat File Parser CAD Link Annual Fee (Special)
Annual maintenance fee (Intergraph)
1.00 $799.00
$799.00
Billing Cycle Start 10/1/2016
Date
Payment Schedule Yearly
Initial invoice will be issued upon receipt of the order form. If this
represents a problem for the accounting department please contact
your sales rep.
Data Import & Contact Information - *Required to Process Order
Annual CAD Link
$799.00
Maintenance Fees
Annual Vision Fee
$0.00
Annual Safety
$0.00
Analytics Fee
One -Time Setup
$312.00
Fees
Annual Interface
$0.00
Fee
Data Import Fee
$0.00
Training Fees
$0.00
Year One Total
$4,687.00
Recurring Yearly
$4,375.00
Total: Year 2+
PLEASE FAX SIGNED ORDER TO 1-866-929-6157 OR SCAN / E -Mail to orders(aemeraencvrevortina.com
95
*Is the organization tax exempt? yes [ J no[ ]
If "Yes", please include a copy with your order form.
*Do you have NFIRS data to be imported? yes [ J no[ ]
- This is included in your setup fee.
There is a $500 charge (as a group) to import any of the
non-NFIRS data listed below. If you wish to import any non-NFIRS
data and the "import fee" is not a line item on this order form, please
contact your sales rep to have the order form updated. Your order
cannot be processed until this fee is added to the above products
"line item" list. ER doesn't import training records at this time.
Other Imports (Check all that apply - imported for a fee)
[ ] Equipment
[ j Occupancy
[ ] Hydrants
[ ] Flow Test
[ ] Other:
Notesi. Comments
Special Order *Discount setup fee applied per request from City*
Terms
Terms & Conditions
EMS ID:
The ER Support team will configure your account to export NFIRS
data to the state fire marshal's office, provided the office receives
NFIRS data. As a courtesy, ER will also send a copy of the email to
your department. Please enter the department email to receive these
email in the space provided above.
*Dept. NFIRS Email Recipient:
*Account Setup Contact Name:
*Phon
*e-mail:
Emergency Reporting, a trade name of Reporting Systems, Inc. ("RSI"), and the above named account ("AGENCY") are entering into an
agreement as of the signature date.
Fire & EMS Solution Terms & Conditions
RSI shall perform the following services:
1. Collect emergency response data via a website accessible at https://secure.emergencyreporting.com.
2. Maintain collected data to standards set by FEMA's National Fire Incident Reporting System (NFIRS) and/or the National Emergency
Medical Services Information System, version 2.2.1 Gold,
3. Provide EMS export services for states that are officially supported by RSI for EMS exports. Due to the number of states that have
modified the NEMSIS standard, NEMSIS 2.2.1 Gold is not a supported EMS Export type in many cases. State EMS reporting is not
supported unless the state is specifically listed on page 1.
4. Provide ongoing changes and bug fixes, at no additional charge, to remain in compliance with NFIRS & NEMSIS 2.2.1 Gold.
5. For supported states and exports (NFIRS, state specific EMS, or other export types) provide email or direct HTTPS download to the
necessary recipients. If possible, RSI will configure direct submission to the state; if the state prohibits third party submissions, RSI will
provide Agency with the applicable data for state reporting requirements.
6. Ensure appropriate security, privacy, and encryption of data transmitted to and from the website, in compliance with RSI's internal
polices, federal HIPAA regulations, industry practices regarding security, and (if applicable) Department of Defense (DoD)
requirements as outlined in DoD directive 8500.1, 8500.2, PIA & SORN, necessary STIGS, and others, as defined by the Secretary of
Defense or his/her designee.
7. Provide access to the website by current browser technology as stated in the RSI Users Policies Manual.
8. Provide data backup to guard against data loss in the event of catastrophic system failure.
9. Guarantee uptime of 99.9%, as calculated on an annual basis.
The Agency shall be responsible for the following:
1. Maintain an active user list of accounts that are authorized to access the website.
2. Pay all outstanding charges in a timely fashion. Non -timely payment may result in deactivation of service (deactivation will occur with
warning to the AGENCY; AGENCY data will be accessible when charges are brought current).
3. Maintain active Internet Service Provider (ISP) services to access the website. ISP charges are not included in this agreement. ISP
failures are not the responsibility of RSI.
4. Enter emergency response data and all other data into the website per system instructions, support recommendations, and in
accordance to the RSI User Policy Manual available on the support page from within Emergency Reporting's website.
5. Use supported web browsers as listed in the RSI User Policy Manual.
PLEASE FAX SIGNED ORDER TO 1-866-929-6157 OR SCAN / E -Mail to orders(@emeraencvrenortina.com
HUU111011dl WAU LIIOI ICitilb Oa %,V11UlUvllb
RSI shall perform the following services:
1, Web Service CAD Links - Receive CAD interface data to the following address:
https://secure.emergencyreporting.com/WS/V1.0/Dispatch/CaIICenter.php. RSI reserves the right to reject or ignore invalid data.
2. For Flat File Parser (FFP) installations, RSI shall provide an installed piece of software that processes files as output from CAD and
submits the data to RSI. FFP configurations shall conform to sample and specified data as output from CAD; any changes to this
format may result in change order fees.
3. Provide ongoing changes and bug fixes, at no additional charge, to keep the CAD Interface address specified above operational.
4. Supply mapping (alias) tools, submission tracking, and general processing tools to assist in the management of CAD supplied data to
RSI standards.
5. Ensure appropriate security, privacy, and encryption of data transmitted to and from the website, in compliance with RSI's internal
polices, federal HIPPA regulations, industry practices regarding security, and (if applicable) Department of Defense (DoD)
requirements as outlined in DoD directive 8500.1, 8500.2, PIA & SORN, necessary STIGS, and others, as defined by the Secretary of
Defense or his/her designee.
The Agency shall be responsible for the following:
1. Provide clean, valid data for processing, either via text file (for Flat File Parser installations) or web services (for web services direct
installations)
2. For FFP Installations, the Agency shall provide a nondedicated computer to install the FFP on. The computer shall have access to
CAD supplied text files, as well as outbound HTTPS access to the address specified above. The operating system shall be x86 or x64,
and shall be any edition of Windows Server 2008 or 2003, and shall have the ,net Framework 2.0 or higher installed.
3. Agency shall provide technical staff to assist with installation, debugging, networking, and general troubleshooting of CAD link
technology and infrastructure,
Governing Law. The AGENCY agrees that the rights of user and RSI shall be governed by the Laws of the State of Washington, without
regard to any conflicts of law, rules or provisions. Sole and exclusive jurisdiction for any action or proceeding arising out of or related to this
agreement shall be in an appropriate State or Federal Court located in WA State,
Data Ownership. All data transmitted to the website remains the property of the AGENCY. Retransmission of this data to the necessary state
reporting authorities is authorized. Modifying, deleting or other modifications of submitted incident data by RSI is prohibited. Scientific research
that is based on broad data trends is authorized, but no AGENCY specific data is to be made visible to any third parties.
Statute of Limitation. The AGENCY agrees that any cause of action you may have against RSI must be commenced within (6) six months
after the claim arises.
Termination. Either AGENCY or RSI can terminate service at any time upon 30 days written (or email) notice. Future service fees, if any, will
be refunded to the Agency.
Pricing. The AGENCY agrees to the prices set forth in this agreement. RSI reserves the right to modify AGENCY pricing at the billing renewal
date, and will provide 30 day advance written notice of its intent to do so.
Copyright. The AGENCY recognizes that the RSI website is protected under U.S. copyright and trademark law, international conventions and
other applicable law. The AGENCY agrees to not license, sell, publish, decompile, reverse engineer, or otherwise deconstruct any portion of
RSI's technology.
RSI uses computer technology to collect data, and no such technology is 100% reliable at all times. System failures may occur without
warning. Although all efforts will be made to prevent such failures, the AGENCY recognizes that these failures are outside the control of RSI,
and agrees to hold RSI, its principals, employees, and agents harmless. If any court holds any portion of this Agreement to be unenforceable,
then the remainder of this Agreement shall survive.
:Order Agreement
Print Name
Title
Phone # _
Signature _
D ate
Select Billing Frequency:
If no billing cycle is selected, the account will automatically be billed
monthly.
Monthly [ ] Yearly [ ]
Would you like to receive a copy of your invoice:
Electronically [ ] Mail [ ]
If electronically please include an email address:
PLEASE FAX SIGNED ORDER TO 1-866-929-6157 OR SCAN / E -Mail to ordersCa)emeraencvreportina.com
SERVICE LEVEL AGREEMENT
EMERGENCY
REPORTING."
Service Level Agreement
V. 6
September 12, 2012
Emergency Reporting, Inc.
851 Coho Way, Suite 301
Bellingham, WA 98225
www.emergencyreporting.com
P: 360.647.6003
F. 866.929.6157
Table of Contents
Service Level Agreement (SLA) Overview......................................................................................................3
Description of Emergency Reporting Service................................................................................................3
Howto Request Service................................................................................................................................3
Comparison between Support and Training.................................................................................................4
Specific Policies Independent of Service Level..............................................................................................5
Computer Aided Dispatch (CAD) Interfaces..............................................................................................5
MedicalBilling Exports..............................................................................................................................5
DataImports, ............................................................................................................................................. 6
StateSpecific Exports................................................................................................................................6
ReportRequests........................................................................................................................................7
Bugs...........................................................................................................................................................7
MobileApplications...................................................................................................................................7
Suggesta Feature......................................................................................................................................8
SupportedWeb Browsers.........................................................................................................................8
How to Escalate a Case or Appeal a Support Decision..................................................................................9
FAQ................................................................................................................................................................9
General......................................................................................................................................................9
SupportTickets..........................................................................................................................................9
ReportRequests......................................................................................................................................10
RevisionHistory ...........................................................................................................................................10
Development tasks (Internal ER us only)....................................................................................................10
Migration Plan (Internal ER use only)..........................................................................................................10
2
Service Level Agreement (SLA) Overview
This is a Service Level Agreement (SLA) between Emergency Reporting and its customers. The purpose of
this SLA is to identify the level(s) of service to be provided by Emergency Reporting to its customers, as
well as expected customer performance. This SLA remains in effect as long as the customer has an
active, paid account and will be reviewed and revised as needed. The SLA automatically renews on the
anniversary of account signup and remains in effect for a full year. In the event the specifics of the SLA
change during that year, the existing SLA shall remain in effect until the anniversary date of account
signup, at which time the SLA in effect at that time shall be applied to the customer's account.
Description of Emergency Reporting Service
Emergency Reporting is a web -based reporting and records management system. It is designed to assist
Fire & EMS agencies in managing their in house data, reporting their incident data to the state,
importing and exporting data in various formats, plus numerous other activities related to providing a
records management service.
How to Request Service
The following outline details the recommended sequence for requesting support service from
Emergency Reporting. Please note that no more than three (3) individual problems should be included in
each case. It should also be noted that social media sites (such as Facebook) should not be used for
soliciting support as they are not monitored by support staff.
1. Online Help
Emergency Reporting maintains a series of online help tools on almost every page in the system. On the
page in question, look for the "Help" button near the upper right corner of the screen. Each "Help"
button contains page specific help, system wide.
2. Online Videos
Emergency Reporting provides a series of videos that can be accessed online, free of charge. These
videos can be accessed from the main support page.
3. Support Form*
If the above options are not of sufficient help, start a support ticket by using the Support Form,
accessible from the main support page. In addition to the information that is submitted by the end user,
this form also captures other information about the end user, such as user ID, account name, login
name, etc. This additional information is useful to Emergency Reporting staff and assists in the speedy
resolution of the end user's question or issue. Emergency Reporting will automatically create a new
ticket and email you the ticket number for future reference.
* This is the preferred method for submitting a support ticket to Emergency Reporting.
4. Email
A new support ticket can also be opened by emailing a request to support@emergencyreporting.com.
This automatically creates a new ticket, and updates or changes to the request can be made by replying
to the initial email that is sent when the case is created. When emailing support, please be sure to
include the following information:
a. Your name (i.e. John Smith)
b. Your agency name, with state. (My Town Fire Department, Kansas)
c. Your telephone number, with area code.
d. Your email address
e. A short description of your question or issue you are encountering.
Cases submitted that omit some or all of the elements above may not be processed due to lack of
information.
5. Telephone
If necessary, you can also reach support at Emergency Reporting by phone, as some issues are best
described verbally. Support at Emergency Reporting can be reached by dialing 360-647-6003
(international) or 866-773-7678 (toll free from the United States), and pressing '3' for support. Most
calls will be answered, however if the call goes to voicemail please do leave a detailed message with the
following information*:
a. Your name (i.e. John Smith)
b. Your agency name, with state. (My Town Fire Department, Kansas)
c. Your telephone number
d. Your email address
e. A short description of your question or issue you are encountering.
*It may not be possible to reply to voicemails that are unclear or lack clear, actionable information.
Please be sure to include the same detail information as listed in the email section (4).
Normal business hours are 07:00-17:00, PST (15:00-01:00 GMT), Monday— Friday. Times outside of
these hours, including weekends and major United States holidays, are considered "After Hours". If
support is required during these times, your agency has an option to press 9 for afterhours support.
Please note that after hours calls will be billed at a rate of $200 per hour, with a one hour minimum.
Messages left on voicemail, after hours, will be addressed on the next business day and will be resolved
according to the Service Level Agreement for the agency.
All Telephone calls will be transacted in International English.
Comparison between Support and Training
For the sake of clarity, here are some key distinctions between the Support and Training Functions:
Support performs the following actions*:
a. Offer the customer an initial orientation session, as spelled out in the support levels below.
b. Answer questions, as they arise, via a ticket system.
c. In conjunction with the customer, identify and write up bugs in the system. Such bugs will be
fixed according to the severity of the bug and management criteria.
d. Assist with data imports, both for new and existing customers (data cleanup not to exceed 30
minutes)
e. Assist with the location of a report that meets the customer's needs
*Support is not able to spend hours researching and/or comparing report results on behalf of the
customer, nor will they lobby for individual feature changes or report requests.
4
Training performs the following actions:
a. Provide fee based training, of various types, lengths, and content. Such trainings may be web -
delivered or onsite and may be of a general nature or specific to a particular part of the system.
b. Provide expert consultation, specific to the agency who has attended a paid training,
appropriate to the context of the training.
c. Perform an account audit to identify system usage and training recommendations.
Specific Policies Independent of Service Level
Some Emergency Reporting products or services have specialized needs, independent of -Service Level.
Below are the specific cases which may require attention and support outside of the normal levels of
service.
Computer Aided Dispatch (CAD) Interfaces
CAD Interfaces utilize a variety of interface methods, depending on the vendor and technology used for
each interface.
For Web Services Direct methods, Emergency Reporting does not have latitude to control what data is
sent to Emergency Reporting, as this function is wholly performed by the CAD vendor. In these cases, if a
problem arises, we may direct the client agency to take the issue up with their CAD vendor. We will
provide a series of tools to monitor, debug, and maintain the agencies CAD link.
For Flat File Parser methods, Emergency Reporting has some control over some data elements and
submission methods, while the CAD vendor exercises control over other data elements and export
methods. Depending on the problem, Emergency Reporting may or may not be able to resolve a
reported issue. In these cases, Emergency Reporting will describe the problem to the client agency, and
then it will be the responsibility of the client agency to contract the dispatch center and / or the CAD
vendor to attempt to resolve the problem.
For Interceptor installations, Emergency Reporting has a large amount of control over what data
elements are sent, as well as the submission methods. However, because of the difficult nature of this
method, changes are time and resource intensive to perform. Any change to these installations may
require a change order and custom fee.
As a general rule, bugs (defined as broken or missing data) will generally be fixed as part of the annual
maintenance agreement specific to the agency. Changes to any CAD link, including changes that are the
result of a CAD Vendor bug fix, will generally result in a charge to make the change.
Emergency Reporting is not able to serve as a "single call" help -line and may not be able to solve
problems that result from changes made by your CAD vendor. Client agency involvement will be
required in order to fix some issues that are outside the control of Emergency Reporting.
Medical Billing Exports
Medical Billing Exports refer to the programmatic export of EMS data to an in-house contact, or third
party vendor, in order to facilitate the processing of EMS data for billing.
5
When a client is interested in a medical billing link, Emergency Reporting Support or Sales staff will
generally provide a documentation package that includes sample calls, example data, medication codes,
and other technical information that will be required in order to extract the necessary data. This
documentation package is key to understanding the way the export functions and the data is formatted.
It is critical that this documentation package be provided to the necessary technical staff on the client's
end. Failure to provide this information to the necessary technical staff will result in a serious delay for
billing of EMS data. It is the client's responsibility to ensure that this information is provided in a timely
manner.
When a problem, or bug, is observed in a medical billing link, it is the responsibility of the client agency
to start a support ticket, with the necessary contact details, as specified in the "How to Request Service"
section above. In addition to this minimum data, customers with medical billing exports are required to
submit the following, if appropriate to the problem at hand:
a. Specific incident number that is experiencing the problem. (i.e. 2012-334)
b. Specific error encountered. (Unknown medication code sent, that doesn't match anything in the
documentation package).
c. Date /time the export was run and who ran it (January 23, 2012, at 13:34 west coast time;
export was ran by Bob Smith).
d. Emergency Reporting may respond with additional questions or ask for additional details. Please
be as specific as possible.
Data Imports at Account Creation
As a courtesy to our customers, Emergency Reporting will import an agency's data from third party
sources, including NFIRS flat files and excel spreadsheets. It should be noted that invalid data will be
ignored, truncated, or otherwise modified, at the discretion of Emergency Reporting. The following
standard imports are available:
1. NFIRS files. Must be valid NFIRS 5.0 data in the flat file format as specified by the NFIRS spec.
a. Incidents
b. Department Info file (DEP) includes personnel and apparatus
2. Hydrants (including flow tests)
3. Occupancies (Not including Inspections or Permits)
4. Personnel
5. Apparatus
6, Equipment
Other than NFIRS 5.0 flat files, all data must be supplied as either .xIs or .csv files.
Custom data imports are available outside of the canned import processes above, and will be quoted at
an hourly fee. Custom data imports may take 30 or more days to perform.
State Specific Exports
Emergency Reporting supports a limited number of states for Fire (50 states) and EMS (6 states)
reporting. Unless the agencies state is specifically supported, Emergency Reporting will not provide a
state certified export to the agency.
Changes to a state reporting standard may require that change fees be applied to the customer,
depending on the nature of the changes.
N.
Report Requests
Emergency Reporting provides custom reporting services for customers. Due to the volume of Report
Requests, Emergency Reporting has designed a series of policies to fairly address the needs of our
customers.
Reports may be purchased using the Report Request form on the main website. Such report requests
can only be made by users with Administration permissions. Any report that is fulfilled will be invoiced in
the next billing cycle, or the next quarter, whichever is first. Only reports that are fulfilled will be
invoiced.
Reports are classified as one of four categories: Simple, Complex, and Custom. The fee is required for
each type of report.
Simple reports are those that are identical to an existing report, except one or two minor changes are
made. Examples of changes include an additional column being added, a new parameter being added, or
"All" being added to an existing parameter list, etc.
Complex reports are those that are new and include lists of data from two or greater tables as well as
summary information, and are considered useful to the broader customer base of Emergency Reporting.
Custom reports are those that are new and include lists of data from eight or more tables as well as
summary information, but are of limited usefulness to the broader customer base.
In order to reduce confusion, effort, and time for customers and ER staff alike, the following guidelines
have been written in regards to report requests.
1. Reports that are requested are subject to cancelation at anytime by ER staff. This will generally
be done for any of the following reasons:
a. The needed data doesn't exist in the system.
b. The report is needlessly complex.
2. "Standard of Cover" (SOC) reports will not be accepted, for any fee, at this time. This is due to
the wide range of assumptions and complexities surrounding SOC reports.
Bugs
Bugs are loosely defined as system malfunctions. There are a variety of different types of bugs with a
broad range of severity. Generally speaking, when a bug is reported by a customer, Emergency
Reporting staff will record the information about the bug, the steps to reproduce it, the specific location
of the bug, and an assessment of its severity. Once the bug is written up, it will be triaged by a manager
and fixed. The speed of timeliness of the bug fix is based on severity, system impact, system objectives,
and management discretion.
Mobile Applications
Emergency Reporting is planning on releasing one or more mobile applications in 2012 and beyond.
These applications will have separate service level agreements, specific to the device and installed
package. Refer to the installed device 'help' page for more details.
7
Suggest a Feature
Emergency Reporting is committed to providing you with the best possible reporting and records
management system available. As part of this commitment, we receive hundreds of suggestions every
month on how to make the Emergency Reporting product better. These suggestions are always
reviewed, classified, observed over time for trends, and possibly considered for implementation. We
appreciate customer feedback however it is not always possible to respond to individual suggestions.
Users should consider the following guidelines when making a feature request:
1. Do not base your purchase decision of Emergency Reporting services on an expectation that a
suggestion will be implemented as a feature.
2. Due to the volume of suggestions received, suggestions for new features will not usually receive
a reply; however, in some cases Emergency Reporting staff may reply by email if needed. If so,
such communications are not a guarantee that your suggestion will be implemented.
3. Please make only one suggestion per submission; multiple feature requests should be submitted
individually and not on a single form.
4. Suggestions for new features are generally prioritized by the business objectives of Emergency
Reporting and based on the demand from other users for the feature.
5. Be as specific as possible with the request and include a summary statement in addition to
technical details. For example, if a particular field is needed, identify the module, page, and the
data type that is requested. Broad statements such as, "Upgrade the Hydrant Module" are
difficult to qualify, please be as specific as possible for serious consideration.
6. When deployed, any new feature will be listed in the update email that is sent out to all account
administrators, and / or posted on the Support News area. There will not be any individual
notification that a suggested feature was implemented.
Feature requests should be made by clicking the "Request a Feature" hyperlink in the Help and Support
section of the Emergency Reporting system.
Supported Web Browsers
The following web browsers are supported at this time:
1. Microsoft Internet Explorer
a. Version 7.0 (with the latest hotfixes)
b. Version 8.0 (with the latest hotfixes)
c. Version 9.0 (with the latest hotfixes)
2. FireFox
a. Latest version only, currently 4.0
b. Windows based version is supported
c. Mac version is partially supported, as ER is actively testing at this time.
3. Safari
a. Windows: Latest version only, currently 5.0
b. Mac/ iPad / iPhone (all versions): partially supported. Emergency Reporting is actively
testing capability with the i0S but cannot guarantee compatibility at this time.
4. Google Chrome
a. Latest version only, currently build 16.0
b. PC version is fully supported, although there may be issues with how Google Chrome
reads PDF files. ER recommends using the Acrobat PDF viewer and not the default
viewer that comes with Chrome.
H
c. Mac version is partially supported, as ER is actively testing at this time.
Any web browser not listed above is not supported. Additionally, supported browsers may be removed
from the list over time as they become obsolete.
ER does not have an operating system requirement at this time, only a browser requirement. ER
determines the browser support matrix based on several factors, which include:
1. Actual customer usage trends,
2. Overall web usage trends,
3. The support policies of the browser and operating system vendors,
4. The amount of development, quality assurance, and customer service effort required to support
the platform.
Occasionally ER receives requests about supporting additional browsers on additional operating systems
than those listed above. In general, it is not possible to accommodate these requests as they do not
provide a great benefit to the majority of the customer base.
How to Escalate a Case or Appeal a Support Decision
In the event that the customer feels that a task has not been given the attention that it deserves, the
customer is to email SupportSupervisor@emergencyreporting.com. Please include the case number, the
person you've been working with (if any), the date the problem was originally reported, as well as a
short description of the problem. In the case of an appeal, please include the desired outcome as well as
justification of this requested action.
The Support Supervisor will investigate the issue and determine a course of action. Please note that the
goal of this action is to ensure compliance with Emergency Reporting policies; if the Support tech is
acting in accordance with establish ER polices then no further action may be taken.
FAQ
Below are some Frequently Asked Questions.
General
1. The Emergency Reporting Salesperson told me one thing, but now that I've read this document I see
something different.
2. 1 don't understand this CAD interface / medical billing interface / data import / etc. Why can't
Emergency Reporting just do it for me?
3. 1 left messages and no one called me back. When can I expect a return call?
Support Tickets
1. How can I inquire on the status of an open ticket?
2. How do I add more information to a ticket that's already open?
3. How do I cancel a ticket that I've opened?
4. 1 think the limit for support tickets is too low.
5. 1 keep going over my limit for support tickets. Can I buy more?
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Report Requests
4. Why do I have to pay for report requests above my service level?
5. 1 think the limit for report requests is too low.
6. I'd like to challenge a decision about report request fulfillment.
Revision History
Revision1.0.................................................................................................................................... 2/1/2012
Development tasks (Internal ER us only)
1. Confirm support form actually captures userid, login Id, Accountld, and User name and email.
2. Ensure only admins can request reports.
3. Build billing infrastructure for additional tickets and reports.
4. Need service levels and anniversary dates dialed in.
5. Service level needs to be prominently displayed on the support pages.
6. Request support and request reports need to have a counter so the user knows where they are
at.
7. Uber changes
a. Allow package select.
b. Prominently display the level of the package on account header.
8. System changes:
a. Update report request text at
http://secure.stage.rsi.local/reports/v2/reports request.php
b. Remove old policies, and replace with this one.
c. Wire in support page with past history of report and support requests, status with their
package level, summary of old tickets w/ public view.
d. For Support Form requests, prepend w/ Undefined, Basic, Silver, or Gold in title.
Migration Plan (Internal ER use only)
1. Make effective for new sales ASAP.
2. Identify the band that each agency is already functioning at. Set them to the appropriate level.
3. Send emails to all basic users, announcing the change and explaining the pricing.
4. Send emails to all Silver users, announcing the change, explaining the pricing, and the migration
plan dropping off in the future.
5. Send emails to all Gold users, announcing the change, explaining the pricing, and the migration
plan dropping off in the future.
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