Expert Technical Support & Equipment Protection Services

SafeGuard

The LeadsOnline SafeGuard services ensure timely expert technical support, flexible hardware coverage, and regular software updates so that agencies can focus on their job - keeping their communities safe.

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Key Elements

Unlimited remote coaching

Remote coaching sessions provided by senior certified instructors is a fast and efficient way to meet client needs by holding multiple short sessions to address them in a timely manner.

Workstation refresh

Included with all SafeGuard packages, the Workstation Refresh Program offers customers the opportunity to upgrade and refresh their PCs once every seven (7) consecutive years at no additional costs*. This upgrade is applicable on all BrassTrax, BulletTrax, MatchPoint, and Quantum workstations to maintain compatibility and an optimal level of performance.

Follow-the-sun Support

Reach our Support Center when you need it

24/7 hotline with callback within an hour
Multilingual support
Toll-free and/or VoIP phone lines
Email and website services

Expert Technical Support

Resolve system incidents promptly

Certified specialists provide remote diagnosis and resolution
Parts and travel costs for certified field technicians are covered to perform on-site service
Five support offices and many partners worldwide to provide assistance
Specialists answer any feature-related question (e.g., system application report building)

Proactive System Care

Maximize system uptime

Get monitoring of critical system components with remote verification
Receive on-site preventive maintenance every 24 months
Confirm equipment health with automated remote health checks
Receive priority maintenance and software upgrades with preauthorized time slots

Software Upgrades

Keep your system current

Implement new features and functionalities developed by our team of scientists
Get hotfixes to correct software bugs promptly
Receive minor hardware upgrades as needed
Maintain backward compatibility of your IBIS data with every new version of IBIS
Minimize downtime during software upgrades with state-of-the-art automated deployment
Maintain interoperability with agencies across national and international networks

Customer Care

Receive service that exceeds industry standards

Benefit from proactive follow-ups offering guidance and support
Optimize your system use with the help of a knowledgeable customer care team that understands your work environment, processes, and constraints
Discuss upcoming product features and other topics of interest to you
Receive an annual status report with statistics, acquisitions, incidents, and much more

Continuous Education

Gain VIP access to our vault of information

Receive remote coaching to master acquisition and analysis techniques and stay up-to-date on new features
Access our E-learning portal for the latest documentation, online courses, and videos that demonstrate tips and techniques
Attend our sponsored seminars, webinars and conferences**

Optional

Let us keep your system running optimally so you can focus on your job! Leverage these supplementary services for optimal protection and performance of your ballistic solution***.

Additional Training Courses: Provide basic training to new users or advanced training to experienced users.
Custom Reports: Have our system experts create custom reports, such as operational and administrative reports.
System Relocation: Have all of your LeadsOnline equipment or just a few components relocated by our experts without worries.
Value-Added Security: Benefit from centralized user account management with security policies, updates of OS security patches, centralized antivirus management, and vulnerability management for your systems and network.