Support
We're here when you need us
Already a Simplify i3® customer? Reach your dedicated support and implementation team directly — the same engineers who know your configuration, not a generic ticket queue.
- After-hours emergencies
- For critical, service-impacting issues outside regular hours, a 24/7 emergency contact is provided during onboarding — monitored by a team already familiar with your deployment.
How Support Works
A tiered escalation path, so the right person sees your issue first
We tailor the support process to fit how your agency already operates, rather than asking you to adopt a new system from scratch.
Level 1 — Your Team
Many agencies field routine requests through their own help desk first, using the same ticketing tools your staff already knows.
Level 2+ — EPIC Support
For issues beyond Level 1, your team reaches EPIC directly by phone or by raising a ticket, routed by severity.
Resolution & Tracking
Every issue is logged in a centralized, Simplify i3®-enabled platform with automated status updates so all stakeholders stay informed.
Support Structure
A long-term maintenance model, not a break-fix contract
Our support model is designed to keep your platform current, secure, and aligned with your operations as they evolve — covering everything from daily questions to critical incident response.
Help Desk Services
A centralized team fields day-to-day platform questions, configuration requests, and technical issues.
On-Call Support
Urgent, operations-impacting issues are escalated immediately to engineers who know your configuration.
System Monitoring
Proactive, round-the-clock monitoring blends automated checks with human oversight to catch issues early.
Patch Management
Security patches and platform updates are applied on a managed schedule, without disrupting your workflows.
Scheduled Releases
New capabilities and improvements roll out on a predictable release cadence, communicated in advance.
Quarterly Reviews
A structured feedback loop evaluates performance, adoption, and support metrics every quarter.
Resources
Guides & articles are on the way
Modernization checklists, workflow planning guides, and implementation articles will live here soon. In the meantime, the FAQ and the support options above already have real answers.