Support Services
At Caliber we believe you should be treated as #PartnersNotCustomers. That’s why we provide an exemplary customer experience uniquely designed to ensure long-term success.
Caliber technical and industry experts are available at any time to support you and your team. Check below to see how we go above and beyond to support all of our clients’ needs.
People Trust Caliber
97% Customer Satisfaction Rating!
Real-time customer ratings and feedback provide valuable insight into the Caliber customer satisfaction level with a consistent 97% overall satisfaction rating!
Real-time customer ratings and feedback provide valuable insight into the Caliber customer satisfaction level with a consistent 97% overall satisfaction rating!
Real-time customer ratings and feedback provide valuable insight into the Caliber customer satisfaction level with a consistent 97% overall satisfaction rating!
“It’s not enough to come in and sell me something, it’s the people that come in after the sales person is gone that matters. Caliber gives me the best maintenance that any CAD vendor can offer. I have talked to these people so many times over the years I feel like I know them.”
Theresa Russell
911 Director, Ohio County, WV
“Caliber Public Safety Support is the easiest support to work with out of all of our vendors we use. Support is always quick to get back with us and to get the issue resolved. Sometimes the issue is resolved before even calling us to get more information.”
Inga Jones
Communications Supervisor,Jasper County 911, MS
24 / 7 / 365 Technical Support
It doesn’t matter who you are, all Caliber clients have access to our full Support Services 24/7 as part of standard maintenance.
Client Hub is your online resource center for complete ticket management, including entry and updates of newly reported incidents. The Client hub additionally provides a wealth of knowledge base articles, product documentation, and a community forum where you may connect and engage with other customers.
Call/Email – 24/7/365 access to technical support for your mission-critical applications via a phone call directly into our call center or by email.
Product Updates are delivered regularly and included in your Maintenance & Support plan with remote services to deliver at least one major upgrade annually, including new feature enhancements and any necessary minor releases for fixes.
Caliber Success Manager
At Caliber, we believe in partnership. One of our people will stand by you at every step of the way.
One of the most distinguished elements of Caliber’s customer experience is your relationship with your dedicated Customer Success Manager. Proactive relationship management and frequent communications ensure that your agency will continue to grow with Caliber for years to come!
The Customer Success Management team is the central point of contact that supports the individual goals of our clients while ensuring that they continually find an abundance of value with their Caliber products. Customer Success Managers are our customers’ Trusted Advisors who are proactive and relationship oriented. Your CSM will engage via frequent calls and updates, onsite visits, and follow-ups.
We take pride in doing everything in our power to serve our customers efficiently and accurately through a relational success role. The customer experience is proactive and ongoing and comes from listening to our customers and anticipating their wants and needs. This experience is not only through customer service but at every point of interaction that the customer has with Caliber.
Collaborative Experience
Caliber heavily promotes and encourages user groups to network with each other, share ideas and give feedback on product roadmaps.
Caliber Concepts – Have an idea for the Caliber products? Want to see how other customers are using a feature? Caliber Concepts is your platform to share your ideas and collaborate with other Caliber users on new feature requests, and exchange information with other agencies on how they are solving problems using the Caliber solutions.
The Customer Advisory Board provides thought leadership and insights about the Public Safety landscape directly to the Caliber Product Management team. Together we work hand in hand to ensure that Caliber’s offerings and strategies are aligned with the needs of modern Public Safety Agencies. (Members are nominated annually.)
Caliber Customer Conference
Held annually, the Caliber Customer Conference is a two-day learning opportunity for customers to increase technical know-how, leverage best practices from industry peers, and influence Caliber products and solution offerings.
Caliber Regional User Groups
Regional User Groups are events co-sponsored with a current Caliber client which brings customers from within a geographical region together. These meetings are designed to discuss various topics of interest specific to the region and public safety agencies using Caliber products.
FIRST RESPONDERS TRUST CALIBER
At Caliber Public Safety, we empower thousands of agencies, first responders, and communities with cutting-edge technology designed for safety and efficiency.
Our comprehensive suite includes Computer-Aided Dispatch, Mobile Solutions, Records Management, and Offender Management, all tailored to meet the evolving needs of public safety professionals.
Situational Awareness
Caliber CAD NG instantly checks and displays Priors, Notices/BOLOs, Premise Records, and Response Plans during incident creation.
Advanced Mapping & AVL
Ensure the fastest responses with AVL-based unit recommendations, and enhance resource visibility by configuring additional GPS devices.
Auto-Send
Automated texts and emails from CAD keep key resources informed, alerting admins to major incidents and sending fire department updates after each run.
Embedded CIS
Run NCIC and CJIS queries directly from CAD, with results in a clear, standardized summary for quick, accurate reading.