GeoComm Direct Terms
As part of a GeoComm Subscription or Software Support and Maintenance agreement, GeoComm will Provide support, as defined below.
- Tier I: First call (via telephone or e-mail) support, triage to identify source of problem, logging, tracking, and managing service requests with a goal of same day resolution
- Tier II: Telephone/e-mail support for issues that have been escalated from Tier I support, that are beyond configuration issues
- Tier III: High-level technical support for cases escalated from Tier II to GeoComm software development team
When calling or e-mailing GeoComm Technical Support, the following information will be requested:
- Customer/Agency Name
- Application or service affected
- Description of problem(s)
- Steps taken/workflow to replicate the issue
- Number of workstations or users that experience the issue
- List of recent system changes
Security Levels, Response Times Service Level Objectives
The below tables define the Service Level Objectives for the named software and services based on the Severity Level of the issue reported as agreed upon between GeoComm and the customer at the time of escalation. During the process of working on the issue, the severity level may be adjusted by GeoComm.
The table below represents the response time SLOs for the following applications or services: GeoComm Maps, GeoComm Dispatch Map, GeoComm Web GIS Services, GeoLynx Mobile, and GeoComm ECRF, LVF and MCS.
Notes: If during the process of working the reported issue with the customer it is determined not to be an issue with a GeoComm application or service, the customer Case will be closed. Additional support may be requested, for response times requests will be treated as a Severity Level 4.
———————–
The table below represents the response time SLOs for the following applications or services: GeoComm GIS Data Hub, GeoComm Contributor, GeoComm Maintainer, GeoComm Submitter, GeoComm SI, Iowa Critical Incident Mapping Hub, GeoComm Indoor Map Gateway, GeoComm School Mapping Field App, and GeoComm Public Safety Content Library
Notes: If during the process of working the reported issue with the customer it is determined not to be an issue with a GeoComm application or service, the customer Case will be closed. Additional support may be requested, for response times requests will be treated as a Severity Level 4.
———————–
Methods of Requesting Support
- By phone: 866.837.7379
- By e-mail: swsupport@geocomm.com
Support Hours
Standard Support: Monday – Friday 8:00 a.m. to 5:00 p.m. Central Time
- Security Level 1 or 2 Issues
- By phone: 866.837.7379
- Security Level 3 or 4 Issues
- By phone: 866.837.7379
- By e-mail: swsupport@geocomm.com
After Hours Support: Monday – Friday 5:00 p.m. to 8:00 a.m. Central Time
Saturday, Sunday and GeoComm observed holidays: 24×7
- Security Level 1 or 2 Issues
- By phone: 866.837.7379
Connectivity Requirements
In order to provide support, GeoComm requires remote connectivity to the customer site, this can be either:
- via the internet (recommended)
- via a customer provided VPN
