ResponderRMS, LLC (“ResponderRMS”) provides support for the ResponderRMS platform, mobile applications, web applications, websites, and related services (collectively, the “Service”). ResponderRMS is designed primarily for Fire and EMS agencies, and is also used by dispatch centers, emergency management, municipalities, fire districts, and other emergency response organizations.
Contacting Support
All support requests should be sent to our primary support email:
Support Email: support@responderrms.com
Support requests are handled in the order they are received, unless otherwise agreed under a separate written support arrangement. ResponderRMS does not guarantee a specific response time through this support channel.
What Support Can Help With
ResponderRMS Support can generally assist with the following:
Account & Login
- Account access issues
- Login or authentication problems
- Password reset assistance through approved channels
Agency Administration
- Agency setup questions
- User, role, and permission configuration
- Administrator workflows
Technical Support
- Mobile app issues on iOS or Android
- Web and desktop application issues
- Connectivity, sync, or device-related questions
Application Issues
- CAD, RMS, mapping, apparatus, personnel, reporting, hydrant, preplan, inspection, training, equipment, inventory, and related workflow issues
Feature Questions
- How to use existing features
- Configuration questions
- Best-practice guidance
Privacy & Account Requests
- Account deletion requests
- Data access, correction, or export questions
- Privacy Policy or Terms of Service questions
Bug Reports
- Application errors
- Unexpected behavior
- Performance issues
General Assistance
- General questions about the Service
- Direction to the appropriate resource or Agency administrator
Information To Include
Providing complete information up front helps reduce the time required to investigate and resolve an issue. When contacting support, please include as much of the following as possible:
- Your name
- Your agency or organization
- Your email address associated with the account
- Device type (phone, tablet, laptop, desktop)
- Operating system (iOS, Android, macOS, Windows)
- Browser, if applicable
- Application version, if known
- Date and approximate time the issue occurred
- A clear description of the problem
- Steps to reproduce the issue
- Screenshots, if appropriate
- Any error messages shown in the app or website
Sensitive Information
To protect users, agencies, and the integrity of the Service, users should never send any of the following through email or other unverified support channels:
- Passwords
- Multi-factor authentication codes
- Access tokens or API keys
- Protected Health Information (PHI)
- Criminal Justice Information (CJI)
- Payment card or financial account information
- Personally identifiable information that is not necessary for troubleshooting
ResponderRMS will only request additional information through approved support channels when it is genuinely necessary to investigate or resolve an issue. If you receive a request for credentials or sensitive information that appears unusual, contact support@responderrms.com before responding.
Bug Reports
To help us reproduce and resolve issues efficiently, please include the following details in bug reports whenever possible:
- Device type
- Operating system and version
- Application version
- Browser, if applicable
- Screenshots
- Steps to reproduce the issue
- Date and approximate time of the issue
- Any error messages displayed
Complete bug reports allow our team to investigate, prioritize, and resolve issues more quickly.
Feature Requests
Feature suggestions from agencies and users are welcome and help shape the future direction of ResponderRMS. Submissions may be sent to support@responderrms.com.
Submitting a feature suggestion does not obligate ResponderRMS to evaluate, build, release, or maintain the requested feature. ResponderRMS may use submitted ideas, feedback, and suggestions without compensation, attribution, or further obligation.
Security Reports
Suspected security vulnerabilities, suspected account compromise, or other security-related concerns should be reported directly to:
Please do not publicly disclose suspected vulnerabilities before allowing ResponderRMS a reasonable opportunity to investigate and respond. Responsible disclosure helps protect agencies, responders, and the public.
Account Deletion
Users may request account deletion through the in-app Delete Account option where available, or by contacting support@responderrms.com.
Records that belong to or are controlled by an Agency, department, municipality, fire district, EMS agency, or other organization may remain under that Agency’s control even if an individual user account is deleted. In those cases, ResponderRMS may direct the user to the appropriate Agency administrator.
Some information may also be retained where required for legal, security, fraud prevention, auditing, contractual, or regulatory purposes, consistent with our Privacy Policy and Terms of Service.
Emergency Notice
ResponderRMS Support is not a 911 service, PSAP, or emergency communications provider.
- ResponderRMS does not monitor emergencies.
- Support requests are not monitored as emergency communications.
- Email, the website, the application, and other support channels must not be used to report or request emergency assistance.
During an emergency, users must contact 911 or their local emergency communications center.
Service Availability
If the Service appears unavailable, delayed, or not functioning correctly, agencies and users should immediately fall back to their established operational procedures. ResponderRMS must never be relied upon as the sole operational communications system.
Agencies must always maintain independent:
- Dispatch procedures
- Communications systems
- Notification methods
- Personnel accountability procedures
- Operational continuity and backup plans