Maintenance & Support Services

BCG believes that the high level of support we provide to our customers sets us apart from our competition. We constantly elicit customer feedback and incorporate it into making DLAN a better product. Customer input is always important in the decisions that are made to provide new feature enhancements. If the BCG team feels that a requested customization will be beneficial to other customers, it may be developed at a significantly reduced cost or at no cost and then provided to all customers with a current maintenance & support package.

Maintenance & Support Packages

All BCG editions come with silver level support; upgrades are available for enhanced support.

  Silver Gold Platinum
Business Day (9am - 5pm EST) Email and Phone Support
24/7 Emergency Activation Phone Support 2 cases per year 4 cases per year 8 cases per year
BCG Assisted Patching Support Business Day Only 24/7 24/7
New Releases of Product
New Release Review Webinars
Hot Fixes for New Releases
Point Patches for New Releases
Rush Delivery of Hot Fixes Specific to Organization's Site or Installation    
Server Node Support   up to 2 Nodes up to 4 Nodes
Custom BCG Services   40 hours per year 240 hours per year
Onsite Support     8 hours per year

Plus support includes 24x7 Email and phone support and can be added to any package.

Additional Activation Support

All BCG DLAN staff have been trained in the Incident Command System and National Response Framework through the ICS 400 level. Our subject matter experts include Fire, EMS, and Emergency Managers who have experience in both field and EOC operations. BCG can provide onsite support at EOCs during large- scale incidents, supplementing permanent EOC staff and providing just-in-time training. All Hazard Incident Management Teams (IMT), Incident Management Assistance Teams (IMAT), and Incident Management Support Teams (IMST) are available for deployment to EOC, DOC, ICP/Field, and private sector operation centers.

System Administration Support

DLAN includes the tools you need to perform all necessary administrative tasks, however if desired BCG can take on these tasks as part of the implementation process, for a specific project, or on a full time basis. Some available support services include:

  • Application Updates
  • Dashboard Creation
  • Performance Monitoring
  • Role Management
  • Security Group Management
  • System Configuration
  • User Account Management
  • Workflow Management

Additional Partner Services

We are committed to providing you with a full service incident management solution that supports you every step of the way. In order to do this we have formed strategic partnerships with other experts in the field. Some value added products and services from our partners include:

  • Emergency Management Training
  • Emergency Management Logistics Implementation
  • Emergency Management Plan Design and Development
  • Interstate - Intrastate Mutual Aid Planning
  • Emergency Management Consulting Financial Risk Management
  • Situational Awareness Critical Decision Support Service
  • All Hazard Training Incident Management Support Team (IMST)
  • Extreme Weather Services
  • Location Management GPS Solutions for tracking, managing, and protecting fleets, people, and assets
  • Inventory Management Solutions for rapid emergency deployment using GPS and RFID capability
  • Remote monitoring and measurement of equipment function and utilization
  • Tactical/HAZMAT Robots
  • Quick deploy camera systems
  • CommandLink on scene Tactical/Emergency Management Systems