Support is by email. Every "Contact support" or "Email support" link on this site opens a message addressed to the MassComs support team with the fields below pre-filled, so what you put in them is all support has. A precise report is resolved in one exchange.
Opens your mail app with the support address and every field below already laid out — fill in the blanks and send.
Before you start
Have these ready.
- The details below, gathered before you write.
- 01
Say what you expected and what happened
Lead with both. "I triggered a TEST incident for Zone A and the three Agents in that zone made no sound" is a complete problem statement. "Alerts aren't working" is not.
- 02
Add time and scope
Include the local date and time, the organisation, the site, and the incident or drill reference where there is one. Time matters — it is how support finds the event in the logs.
- 03
Describe the device and the symptom
Operating system and version, app or Agent version, device or screen name as it appears in Agent Devices, its connection state, and the exact visible error.
Copy error text rather than paraphrasing it. A paraphrased error is frequently a different error.
- 04
Say whether it is one thing or many
One device or many, one person or everyone, one site or all of them. This single fact usually determines where the investigation starts.
- 05
Attach safe evidence
Crop screenshots to the relevant area and remove personal data.
Never send passwords, session cookies, access tokens, recovery codes, private keys or the organisation connector secret. Support will never ask for any of them.
- 06
For active safety events, escalate first
If something is happening now, follow your organisation's emergency escalation process. Support is for fixing the system, not for running your incident.
- 07
Send it from the page you were on
Use the Email support link in any guide's sidebar or at the bottom of the page. The message it opens already names that guide and includes its link, so support can see exactly which steps you followed.
If nothing opens when you click, your browser has no default mail app configured. Copy the address from the site footer into whichever mail client you use and paste the fields above into the message.
Confirm it workedA draft appears in your mail app addressed to the support team, with the subject line and the field headings already in the body.
Good to know
Small details that prevent big confusion.
- One clear report beats several partial messages, and gets a faster answer.
- The pattern — one versus many — is the most useful single sentence you can write.
- If you worked through a troubleshooting guide, say which steps you tried. It saves a round trip.
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