Technical Support

Overview

InterAct's 24/7 Technical Support Department offers help on software and/or hardware issues that any of our public safety customers might have. The Help Desk is made up of Software Engineers, Trainers and Hardware Engineers, who are ready to lend their expertise to resolving any possible problem. If an issue cannot be resolved over the phone, an On-Site Maintenance Technician will be dispatched from the nearest InterAct Maintenance Center.

InterAct's Technical Support uses remote diagnostics tools to diagnose the problem and to correct any software related issues. Many Technical Support technicians have previously been or still are (on a part time basis) 9-1-1 Dispatchers.

We provide full support for all components provided by InterAct. All trouble reports are recorded and immediately assigned to the appropriate systems personnel. In the event on-line investigation is used, diagnostics can be performed and/or file and application software may be patched, replaced or reloaded.

Satisfaction Surveys

We conduct periodic end user surveys/questionnaires. The surveys help us measure our Technical Support performance and are also a good source for desired enhancements to our software modules..

Placing Calls to Technical Support

Customers can contact Technical Support by phone (dedicated 800 numbers) or through our e-mail server. We also use our on-site maintenance technicians as a source of information for Technical Support. InterAct provides an extensive Preventive Maintenance Program that allows our technicians to request and receive feedback on how their system could be improved. This information is then passed on to Technical Support at our weekly Technical Support/Maintenance Department meetings where information about customers and requests are exchanged. We are dedicated to staying connected to the issues of concern or interest at all our customer sites, so that the Technical Support Employees will have an invaluable source of information on each customer as soon as they pick up the phone or open an email.

Technical Support:
Phone Support: 800.274.2911

Headlines

08.04.08 InterAct HerculesCAD, a computer aided dispatch system available as a hosted SaaS (Software as a Service) application, will be on display at the APCO International Conference in Kansas City August 4-6 in Booth 2130.

07.29.08 InterAct JavelinNCIC has been certified in Alabama, Florida, and South Carolina as meeting all NCIC, NLETS, and CJIS standards.

Upcoming Events

Georgia NENA
October 6-9, 2008
Holiday Inn
Athens, GA

WV APCO
October 6-10, 2008
Snowshoe, WV