Software Support and Maintenance

To engage GeoComm’s software support services for issues related to GeoComm’s software please contact software support by e-mail at swsupport@geo-comm.com or by phone at 1.866.837.7379.  All calls for service are logged into our customer relationship management software.
 
Software support services are provided during regular business hours from 8 a.m. to 5 p.m. Central Standard Time, Monday through Friday, excluding holiday.  For 24/7 emergency services (as described below) please call 1.866.837.7379.
 
GeoComm response time commitment for GeoComm software support is as follows:

Priority Examples Response Time
Critical Impact –  Service Not Available (Emergency 24/7) Service is unavailable or halted

 

Data is unavailable or nonfunctional

 

Service productivity or functionality is severely compromised

 

There is a complete loss of service for all End Users and there is no ability to avoid or reduce the incident via a workaround

 

Loss of one or more of the following: Essential Server Functionality, Base Map Functionality, 911 Call Plotting Functionality, connectivity to the hosting site, access to the system, ability to upload map data

Less than two clock hours
Major Impact –Severely Impaired (Emergency 24/7) Service performance and/or functionality for all End Users is seriously impaired or degraded
 
There is no workaround
 
Bad Map Data Deployed or Data accuracy is seriously impaired
 
Bad Call Parsing Rules or change in ALI message format
Less than four clock hours
Minor Impact –Minimal Degraded Performance or Functionality; Single User Issues Service has encountered a non-critical issue with minimal loss of performance and/or functionality
 
Data accuracy is minimally degraded
 
May be identified as a functional defect
 
Complete stoppage of a Single End User in a multi-user environment
 
A partial loss of service for an End User and there is a workaround to reduce the impact to End User
 
No Access to Online or Local Pictometry
 
Loss of CAD or AVL Functionality
 
Problems with accessing or configuring GeoComm Software
 
ArcGIS versioning issues with GeoComm Software
 
GIS Toolbar not functioning
Less than 16 business hours Monday through Friday 8 a.m. to 5 p.m. Central Standard Time
Low Impact – Single User Application Issue Service is unavailable or degraded for a Single End User in a multi-user environment Less than 24 business hours Monday through Friday 8 a.m. to 5 p.m. Central Standard Time
No Impact Password resets
 
Requests for access rights
Less than 48 business hours Monday through Friday 8 a.m. to 5 p.m. Central Standard Time

Note: Non-emergency calls after hours may result in GeoComm invoicing customer for a minimum of one hour of work. Fees will be invoiced in addition to the normal annual support and maintenance.
 

Remote Connection Services

In order for GeoComm to provide technical support services, GeoComm will require the customer to grant permission to remotely connect to customer’s system. If the customer doesn’t grant remote access, then support services will be limited. GeoComm will use a Criminal Justice Information Services (CJIS) compliant software to connect remotely to customer’s environment.
 

Customer Responsibilities

• Purchasing and managing equipment, network including internet connectivity, hardware, operating system and other non-GeoComm related upgrades

• Ensure operating systems meet GeoComm software requirements

• Install operating systems patches as required

• Make connections available for remote technical support of GeoComm Software Solutions otherwise services will be limited

• Maintain system backups and copies of current map data files

 

Support Services Do Not Include 

• Onsite services unless contracted separately

• Hardware or operating systems issues/failures. In the event of a hardware failure then GeoComm will only cover remote installation.

• Customized programming

• Resolving other vendor and/or customer issues (ex: changing network settings, interfaces, etc.)

• Re-installation of software due to Customer opting to do a clean OS install, upgrade of hardware or relocation of facilities

• Modification of the GIS map data for non-GeoComm Maintenance Customers

• Tampering of software or non-approved modifications made by customer or third parties

 
All of GeoComm’s software have web helps within the software and that can be very helpful to users, especially when first learning the software. The web helps also includes license agreement, which explains what can and can’t be done with the software. Additional terms and conditions around cancellations can be found at: https://www.geo-comm.com/terms
 

GeoComm Dispatch Map Additional Information

Customer can upload GIS data to GeoComm. Upon submittal of data meeting minimum requirements, within five (5) business days, GeoComm will:

• Transform data into required schema

• Review submitted GIS data to ensure there are no critical errors

• Develop a map package (.mmpk) for use in Dispatch Map

• Create the local area configuration file (.mmds) if local imagery is provided in a .jp2, .tif, or .png. format and loaded into Dispatch Map

• Provide the link to download the map package (.mmpk) and configuration file (.mmds)

 
Notes: GIS Analysis reports are not included as a deliverable under the basic recurring map package creation service
 
Customers are responsible for placing the completed map package into GeoComm Dispatch Map software and ensuring that the software version is current (i.e. one of the last 2 releases).
 

GeoLynx Server Additional Information

GeoComm’s software support services includes remote installation of releases and hotfixes at no charge.
 

GeoLynx Mobile, GeoLynx Mobile MDC, GeoLynx AVL Additional Information

GeoComm’s software support services includes remote installation of releases and hotfixes at no charge. Customers that have large deployments (10+ licenses) will be provided with one customized upgrade installer, including map data and settings specific for that environment, and instructions. GeoComm will provide remote training to the designated technician on how to deploy the upgrade on up to five workstations. Additional requests for custom materials or training will be billed at an hourly rate.
 

GeoLynx Desktop Additional Information

GeoComm’s software support services includes remote installation of releases and hotfixes at no charge. Customers that have large deployments (10+ licenses) will be provided with one customized upgrade installer, including map data and settings specific for that environment, and instructions. GeoComm will provide remote training to the designated technician on how to deploy the upgrade on up to five workstations. Additional requests for custom materials or training will be billed at an hourly rate.


When do I contact GeoComm’s Software Technical Support? Please contact our technical support team any time that you need assistance with GeoComm’s software.
 
How do I contact Software Technical Support?  You can call them at 1.866.837.7379 or e-mail them at swsupport@geo-comm.com
 
When is Software Technical Support available?  Our team is available from 8:00 a.m. – 5:00 p.m. Central Time Monday – Friday.  After hours support is available for emergency purposes.
 
What information should I have available when I call? 

• Customer Name

• Contact name and telephone number

• Name and version of the software product you have a question on

• Clear and concise description of the question or problem, including what you were attempting to do and any error messages you received

• Timeframes you will be available for a return call

 
Are there any other items I should consider when contacting support? 
Yes.  If any of the changes in the list below have recently been made to your computer software, it would be beneficial for our team to know this when you are calling.  Some things to consider include:

• Has a map update been applied?

• Has this computer been replaced?

• Has other software been installed recently?