Post-Implementation Services
Zuercher Technologies is passionate about backing ledsSuite with dependable, dedicated customer support.
24 x 7 x 365 Support
Zuercher Technologies knows that customers could be using their software any hour of any day. That is why customers can call our toll-free support line any time and be connected with a live person in our Sioux Falls, SD office - not an automated answering service or someone overseas. Questions or issues can also be reported via email. Even if it is just a simple "how-to” question, our support representatives are ready to assist you.
Every call received is entered into a tracking system and assigned a number to ensure that no concern goes unnoticed. Response times are monitored to make certain that all issues are resolved as quickly as possible.
All production critical issues are ranked with the highest importance and the Zuercher
Technologies development team devotes their attention immediately to the matter
until it is resolved.
Tracking Your Concerns
We believe transparency is very important when it comes to the support of our software. The ledsSuite support center has a web-based portal which agencies can use to view the status of all their calls and requests.
Agencies can also rank their feature requests in order of importance in the portal. This helps the Zuercher Technologies staff prioritize the new features which would be most helpful to users.
Remote Services
Many questions or issues that come up can be solved immediately by our customer support team utilizing a remote desktop connection. Once connected, the support team walks users through solutions or accesses the agency’s ledsSuite server to help diagnose any issues.
Dedication
The Zuercher Technologies support team is dedicated solely to ledsSuite and its users. They are knowledgeable about ledsSuite’s many configuration options and take pride in helping you use ledsSuite to its greatest benefit for your agency.
Server Management
The servers that ledsSuite utilizes are completely maintained by the Zuercher Technologies staff as part of your maintenance agreement. They are constantly monitored for performance levels and network load. All upgrades to hardware, such as additional disk space, are handled by Zuercher Technologies, which makes the system essentially worry free for you and your IT team. Agencies can elect to not take advantage of this service.
Full System Backups
Rather than requiring a manual backup of your data or a scheduled download of your entire system, the ledsSuite solution utilizes an automatic rolling back up process. Any changes or additions you make to ledsSuite are constantly being streamed to our backup servers. Because the data flow is constant, lower bandwidth is taken up by the data in comparison to a large file transfer. This means that backups are done without losing any system performance. The data stored on the backup server is never more than a few minutes old, so in the event of a power failure or other unforeseen disaster, only a few minutes of data may be unrecoverable. All other information is safely secured.
Software Updates
Zuercher Technologies’ staff tunes a careful ear to our customers’ needs and challenges. We use their insight to plan and build feature enhancements that provide innovative, technically sound solutions to the ever-changing needs of public safety professionals. ledsSuite maintenance contracts include regular software updates that encompass feature enhancements and patches as needed. Our customers receive a greater return on investment because of our commitment to continually improve ledsSuite.
Software updates are performed using an advanced process that makes client updates completely automatic with no assistance from your agency IT staff. Our support representatives contact each agency as software updates are released to schedule them and to assist the agencies in taking advantage of new features. We want to ensure that every customer continues to get the most out of what their ledsSuite system can offer.
Research & Development
We believe that public safety software should keep pace with changes in the public safety environment. Because of this, a significant portion of our revenue each year is invested in research and development. ledsSuite is a constantly expanding and improving solution. Each feature addition is designed to broaden the functionality and configurability of ledsSuite and to help its users to do their jobs even more efficiently. We pride ourselves on listening carefully to our customers and we use that input to guide our feature planning.
New Personnel or Refresher Training
Follow-up training is conducted by Zuercher Technologies at the agency’s request to introduce new personnel to the ledsSuite software or to refresh existing personnel on how to most effectively use ledsSuite to perform their job duties.
New personnel training is conducted on site and billed at a daily rate. Refresher training is held on site or conducted via webinar for an hourly charge.
New Feature Training
Zuercher Technologies’ trainers or support representatives frequently hold informal web meetings. These meetings introduce system administrators or other agency personnel to new features and configuration options and how they can benefit your individual agency. This service is offered as part of the on-going maintenance agreement and is free of charge.
ledsSuite Community
Each year, Zuercher Technologies hosts a user conference for our clients. The conference offers an in-depth look at many of the ledsSuite products, training, product features and how those features can be applied to different agencies. It is also a great opportunity for people to meet other users to exchange ideas and best practices.
Zuercher Technologies also has an advisory board comprised of volunteer members who are users of ledsSuite. Zuercher Technologies confers with these volunteer clients on many different topics such as trends in the industry, needs of the customer base, and enhancements to ledsSuite. They offer a direct connection between the software and the end-user, and give us valuable insight and suggestions which we incorporate in the development process.
We also encourage our customers to join us online by following us on Twitter, liking us on Facebook, following Zuercher Technologies on Linked In, or visiting our blog on our website. We use these sites to post interesting facts and statistics, future events, press releases, and industry news and trends.