TECHNIAL ASSIST REQUEST GUIDELINES
The EMD is ready to assist end users 24/7/365 with radio, IMC desktop or mobile and County credential issues with a response window dependent on the severity of the issue.
During regular business hours (0700-1600) you can open a service ticket through this portal or contact the EMD office at 603-516-7171 for non-mission critical errors or assistance.
After normal hours (0700-1600 Monday through Friday) you can open a service ticket through this portal or leave a voice mail at 603-516-7171. The on-call member of EMD monitors the ticket and phone system 24/7.
The EMD will respond 24/7 to IMC server or APP server issues that prevent you from entering reports, radio system outages and Message Switch outages that prevent you from utilizing your laptops/MDTS and/or transmitting date through the J-One portal.
Password issues will be handled on the next regular business day unless the issue is causing a critical problem on the users and as verified by that user’s supervisor/chain of command. During regular business hours the EMD group can unlock, modify or create new users within the County credentialing system. The EMD group can also reset an IMC password on an emergency basis, but prefers that be done in-house by your Agency’s IMC system administrator.
Any life safety or officer safety issues should be reported immediately to the SCSO dispatch center at 603-742-4968 for immediate escalation.