Remote Access is a powerful family of products that every fire department in the nation could benefit from. 
Steve Haston, EmergMgmt Coordinator
I'm convinced that Remote Access helped keep our firefighters safe while on scene. 
Mike Wills, Capt Ret PBFD
The Remote Access (RA) application has been a tremendous benefit.  RA resides on mobile computers in the vehicles and integrates with our CAD to provide immediate access to hydrant, preplan, hazard, and utilities information before arrival.
Evanston Fire & Life Safety Services


We often get questions about our products and services.  Here are some of the more frequent questions and responses...

View All General Questions Remote Access Questions

General Questions

You can reach your client manager by calling 866-492-3218.  You may also reach us by selecting "contact us" at the top-right of this website and filling out the form.  

You can reach your client manager by calling 833-452-0123.  You may also reach us by selecting "contact us" at the top-right of this website and filling out the form.  Once we make initial contact, we'll provide our direct contact information.

Remote Access Questions

The RA Support Contract provides toll-free unlimited access to our technical services team.  We manage your current needs swiftly, while constantly developing new technology solutions for your organization.  Maintaining an ‘active’ support contract ensures that you have the latest software releases and access to the most valuable features.

The services under RAC hours extend beyond the standard Annual Support Contract.  RAC hours are very flexible, but are typically used for additional product training, map work, data work, system administration, and other extended services.  RAC hours are discounted for clients who are on a support contract.

For Example:  A technical support investigation may uncover that an issue is rooted in corrupt map data. Typically map data is sourced by your GIS department, so when the solution is to analyze the map data and fix all anomalies, that is often the best place to start.  However, when our clients need assistance correcting the map data (due to lack of resources,  time, or experience in data entry/correction), RAC hours may be used to  complete the work in accordance with local policies/procedures.

Common Locations (commonlocs) is a blank GIS map layer provided to clients with their initial Client Data build and are for the use of the agency to add points on the map with custom symbols to reflect various types of locations. Some examples of Location Types would be: Landing Zones, Bedridden Patients, Law Alerts, Key Box locations or any other type of location. This feature is particularly useful if an actual GIS layer displaying these points is not available. When the layer is turned on, at a glance, the user can see what is in the area they are responding to and, if desired, query that information to view an associated note.

The note information will not only display when a Common Location symbol is ‘Identified’ but also a standard search finding a parcel that has a Common Location point on it will activate a Pop-Up Banner (green) along the top of the map viewer. This banner will show as much text as possible from the note but can also be clicked on to directly display the complete note for that Common Location. There are many unconventional uses where Common Location layer can be helpful to display information helpful to users both visually by the symbol and with information in the note. Instructions for adding Common Locations along with creating the Common Location Types and symbols for each are covered in the RA_Admin Manual.  

Work with your GIS to have data corrected. Alternatively, we can assist  you to create a standard process that works for both the department - RA Administrator and the GIS department.

Make use of the Temp Address Point and Temp Street Centerline layers provided as part of the RA Build. This feature and the  instructions on adding the information to RA is covered in the RA Admin Manual.

Note: the temp layers mentioned above could be a separate FAQ as well – What are the Temp Add and Temp STCL layers for? I can fill this in if you want to use it separately. LET me know though, not sure how much detail or how many faq’s you want right now.

The feature queried may simply not contain data/attributes for that particular feature.

Alternatively, consider that field names may have changed in that GIS layer since RA was originally configured and the new field names have not been updated in the RA Configuration/QInfo Field Settings tab. The field name difference does not trigger an error in RA, the fields just come up blank for all features in that layer. To correct this, the GIS data layer and field information for that layer will need to be checked and then adjustments made in RA_Config an needed. Contact tech support for assistance on this. This service is covered under the Support Contract.

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