EFR is a national leader in the fields of EMS Billing & Emergency Response Technology with products and services specifically designed to benefit First Responders. Our solutions allow you to file your MVA and EMS claims with the same company you trust with your Servers and IT needs. The professional experience and personal attention guaranteed by EFR will ensure your department gets the highest rate of return. EFR is also ZOLL's Preferred Partner in Hosted ePCR & RescueNet solutions. Our team members are experts at providing hosted solutions and are intimately familiar with the RescueNet Suite of products.
EFR provides emergency and after-hours support for system-wide issues which prevent your organization from using your services outside of our normal business hours.
Supported After Hours Scenarios:
Server Down – Your server is inaccessible or unresponsive across ALL of your workstations
Dispatch Down – Many or All current-date dispatched calls are missing in either FireRMS or TabletPCR
If your issue is supported after-hours, please call (855) 624-9272 and leave a message with your name, agency, contact information and a description of your issue. Our voicemail box is monitored 24/7 and you should receive a response in 15 minutes or less.
Unsupported After Hours Scenarios:
Issues with a single machine, PCR, incident, call or user account
Complete Call Rules
Installations & Upgrades
Login & Password Issues (See *Password Self-Help, below)
Software or Server Configuration
Other general support issues
If your issue is not supported after hours please send us an email using the Email Support button on the Support page and we will get back to you as soon as possible during our normal business hours. For more, see *Exceptions, below.
For ePCR/Crew Member passwords please allow at least 5 minutes for the update package to reach your tablets. You should see a notification in your taskbar [typically at the bottom-right of your screen, by the clock] that your machine has received and is downloading an update package. If you do not see a notification within 5-10 minutes, or if the download fails for any reason, try checking at least one or two other TabletPCR machines, or log in as a different user to see if your download and/or password issue is isolated to a single computer or user account.
*Exceptions to Unsupported After-Hours Scenarios:
We'd like to remind you that at EFR, our clients and communities are our priority and we recognize that all scenarios are not the same. That being said, the following section is offered in good faith by EFR and is subject to change as we evolve to fit our customers' needs. Please feel free to check back on this area for updates in the future.
If your issue is not supported after-hours but you believe it is preventing your organization as a whole from utilizing the services you need and pay for, please do not hesitate to call and seek support. An example would be if you are the only Dispatcher or Responder on duty and are unable to login to TabletPCR or RescueNet Dispatch & Billing, and do not have access to another computer or user account - effectively rendering your agency in a Server-Down or Dispatch-Down Scenario.
As part of our continued commitment to our customers, we maintain the right to follow-up with recurring misunderstanding or misuse of our After-Hours support services.