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 hosted solutions come with silver level support. For on premise solutions, our Basic edition comes with bronze level support and our Advanced and Premium editions come with silver level support. Upgraded packages can be added to any edition.

  Bronze Silver Gold Platinum
Business Day (9am - 5pm EST) Email Support
Business Day (9am - 5pm EST) Phone Support
24/7 Activation Support by Phone and Email
New Releases of Product 1 per year
New Release Review Webinars 1 per year
Hot Fixes for New Releases
Point Patches for New Releases  
Server Node Support (On Premise Only)     up to 2 nodes up to 4 nodes
BCG Assisted Imports using BCG Templates 1 per year 1 per year 2 per year 4 per year
Individualized Web Trainings (1 hour per session)     2 per year 4 per year
Custom Imports by BCG Staff     8 hours per year 40 hours per year
BCG Assisted Configuration of Dynamic Forms     8 hours per year 40 hours per year
BCG Assisted Data Feed Integration     8 hours per year 40 hours per year
Client Configuration Debug via Gotoassist       40 hours per year
Server Configuration Debug via Gotoassist       40 hours per year
Onsite Support       8 hours per year
Rush Delivery of Hot Fixes Specific to Organization's Site or Installation      

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

BCG is committed to providing customers with a full service incident management solution that supports emergency managers every step of the way. In order to do this BCG has formed strategic partnerships with other experts in the field. Value added products and services from BCG partners include:

  • All Hazard Training & Incident Management Support Team (IMST)
  • CommandLink On Scene Tactical/Emergency Management Systems
  • Emergency Management Consulting & Financial Risk Management
  • Emergency Management Logistics Implementation
  • Emergency Management Plan Design & Development
  • Emergency Management Training
  • Extreme Weather Services
  • Interstate - Intrastate Mutual Aid Planning
  • Inventory Management Solutions for Rapid Emergency Deployment using GPS & RFID Capability
  • Location Management GPS Solutions for Tracking, Managing, & Protecting Fleets, People, & Assets
  • Quick Deploy Camera Systems
  • Remote Monitoring and Measurement of Equipment Function & Utilization
  • Rugged Devices for Harsh Environments & Challenging Communication Requirements
  • Situational Awareness & Critical Decision Support Service
  • Tactical and HAZMAT Robots