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 use their software all hours of the day. That is why customers can call the toll-free support line at any time and be connected with a live person in the Zuercher Technologies 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, support representatives are ready to assist.
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 critical issues are given the highest importance ranking and the Zuercher Technologies development team devotes their attention immediately to the matter until it is resolved.
Tracking Your Concerns
Zuercher Technologies believes transparency is very important when it comes to support of the ledsSuite software. The support center has a web-based portal which agencies can use to view the status of all their calls and requests. Agencies can also use the portal to rank their feature requests in order of importance. This helps the product development team at Zuercher Technologies prioritize the new features which would be most helpful to users.
Remote Services
Many questions or issues that occur can be solved immediately by the support team using 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 each agency find the best fit for their workflow.
Server Management
The servers that ledsSuite uses can be completely maintained by the Zuercher Technologies staff as part of the standard 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. This makes the system essentially worry free for agencies and their IT staff. If an agency so chooses, they can instead implement ledsSuite in their agency’s virtual server environment.
Full System Backups
Rather than requiring a manual backup of data or a scheduled download of the entire system, the ledsSuite solution uses an automatic rolling back up process. Any changes or additions made to ledsSuite are constantly being streamed to the agency’s warm standby server, an off-site storage facility, or both. Because the data flow is constant, lower bandwidth is required in comparison to a large file transfer. This ensures that data backups are done without compromising system performance. The data stored on the warm standby server or off-site storage facility is never more than a few minutes old, so in the event of a power failure or other unforeseen disaster, the ledsSuite system and data will be accessible.
Software Updates
Zuercher Technologies tunes a careful ear to customers’ needs and challenges. Customers’ insights help to plan and build feature enhancements that provide innovative, technically sound solutions to the ever-changing needs of public safety professionals.
ledsSuite’s standard maintenance contract includes regular software updates that encompass feature enhancements. Patches are provided as needed with no agency intervention. Customers receive a greater return on investment because of Zuercher Technologies’ commitment to continually improve the ledsSuite software.
Software updates are performed using an advanced process that makes client updates completely automatic with no assistance from agency IT staff. Support representatives contact each agency as software updates are released to schedule them and assist the agencies in taking advantage of new features. This ensures that every customer continues to get the most out of what the ledsSuite system can offer.
Research & Development
Zuercher Technologies believes that public safety software should keep pace with changes in the public safety environment as well as with advances in technology. Because of this, a significant portion of revenue each year is invested in research and development. ledsSuite is constantly expanding and improving. 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. Zuercher Technologies listens carefully to customers and uses that input to guide 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 scheduled web meetings. These meetings introduce system administrators or other agency personnel to new features and configuration options and how they can benefit each 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 clients. The conference offers an in-depth look at many of the ledsSuite products, training, product features, and how features can be applied. It is also a great opportunity for people to meet other users to exchange ideas and best practices.
Zuercher Technologies has an advisory board comprised of volunteer users of ledsSuite. Zuercher Technologies confers with the board on many different topics such as trends in the industry, needs of the customer base, and enhancements to ledsSuite. The advisory board offers a direct connection between the software and the end user, and gives valuable insight and suggestions which are incorporated in the development process.
Zuercher Technologies also encourages customers to engage with the company online on Twitter, Facebook, Google Plus, YouTube, and the Zuercher Technologies blog. Interesting facts and statistics, future events, press releases, and industry news or trends are posted on these channels.