Everbridge Technical Support Roles and Responsibilities

Overview

The Everbridge Customer Support team is available 365/24/7 by phone, email and via our Support Center. The customer support team will work with you on any questions you might have. Please note that there are some limitations as to what the team can and cannot do and this document highlights the services that fall outside the normal support coverage.

What Channel Is Right for You?

Everbridge University

Log in to Everbridge University for training on the Everbridge Suite products.

  • How-to videos
  • Product Training
  • Certifications

Knowledge Base

Search our knowledge base articles for resolutions to common issues, product documentation, and how-tos.

Community

Use the Community to ask questions, help answer questions by other users, and solicit ideas from other users on how to implement your business rules.

Account Management

Reach out to your Account Manager for the following:

  • Add premium features
  • Training requests
  • Pricing/Billing
  • Total contacts allowed in your Account/Organization
  • Documentation about Service Level Agreement
  • Contract details
  • Professional Services

Customer Support

Reach out to our technical support team for the following:

  • Walk-through performing a task in Everbridge Suite (ie. uploading contacts, sending a notification, creating a scenario)
  • Questions on achieving a specific goal (ie, if setting up groups could be a solution for your use case)
  • Troubleshooting an issue
  • IMPORTANT: Support will not make account permissions changes/additions but can walk you through the steps.

Available Resources

Type What Can Support Do? What Will Support NOT Do? Other Resources
General How To Questions
  • Walk you through how to do a particular task
  • Modifications to your account
General Consultative Questions
  • Recommendations based on best practices
  • Provide a full analysis and recommendations based on your organizations use-case
  • Contact your Account Manager
Modifications in Your Account
  • Walk you through the steps to make the modifications
  • Modifications to your account
 
Issues With Uploading Contacts
  • Troubleshoot errors
  • Recommendations for successful uploads
  • Modifications to your account
  • Correcting errors made by an external feed
Request for Enhancement
  • Walk you through the process
  • Submit the idea on your behalf

 

Data Refresh
  • Prepare an upload ready file with the data
NOTE: Data refresh requests cannot be processed until you supply a list of zip code and a shape file of your boundary
  • Uploading data in your account
Data Restore
  • Walk you through how to restore deleted contacts
  • Provide guidance on how to retrieve lost data from previous upload files or notifications
  • Restore your data
NOTE: Everbridge is unable to restore contact data that was mistakenly modified. Everbridge is also unable to restore contacts deleted over 30 days prior
  • Professional Services (additional fees may apply)
Conference Bridge Issues
  • Retrieve logs from the Everbridge platform
  • Troubleshoot connectivity issues from the Everbridge platform to the conference bridge
NOTE: The issue must be reported within 3 days
  • Troubleshoot issues where the conference bridge is used outside the Everbridge platform
 
SMS Delivery Issues
  • Retrieve logs from the Everbridge platform and downstream provider
  • Troubleshoot configuration issues
  • Escalate to downstream provider (the more examples we have the better chance we have of finding a solution)
NOTE: The issue must be reported within 1 day
  • Contact your SMS provider
Email Delivery Issues
  • Retrieve logs from the Everbridge platform
  • Troubleshoot configuration issues
  • Troubleshoot problems on the receiving server, you must contact your local IT personnel
 
Phone Call Delivery Issues
  • Retrieve logs from the Everbridge platform
  • Troubleshoot configuration issues
  • Escalate issue to downstream provider (the more examples we have the better chance we have of finding a solution)
NOTE: Issue must be reported within 24 hours
  • Contact your phone provider
API Issues
  • Give API access to a user (Request must be made by an administrator)
  • Basic help with JSON
  • Retrieve logs from the Everbridge platform
  • Troubleshoot scripts
  • Troubleshoot JSON
Single Sign-On Issues
  • Help with configuration from Everbridge Suite
  • Troubleshoot issues due to Everbridge Suite configuration
  • Completing your SSO Configuration
  • Assistance with IDP side of your configuration
Feature Provisioning
  • Provide guidance on how to use a feature
  • Enable premium features in your account
 
Sending a Notification
  • Walk through how to send a notification
  • Send notifications on your behalf using Everbridge's Live Operator service
  • Send a notification without proper authentication
  • Send a notification on behalf of an SSO user with no break glass credentials
  • Send a notification on behalf of a user who doesn't have a role that permits sending notifications

Additional Information

General How To Question

If you do not know how to perform an action in your account, visit our Support Center for a comprehensive list of knowledge base articles and training classes. If you are unable to find the instructions on what you would like to do, our customer support team will gladly assist you. Please note that for security reasons, the customer support team will not make the modifications on your behalf. You will be expected to make the changes.

General Consultative Questions

If you have questions that are specific to your use case(s), it is best to contact your Account Manager to arrange a call with our Sales Engineering team or with our Professional Services team. Although our Support Team is available to assist, they may not have the in-depth use case knowledge needed to adequately answer and address your questions. Our Sales Engineering team and Professional Services team have resources dedicated to specific verticals and will be more familiar with your use case(s). Some use case examples are: how to best utilize SMART Weather; how to engineer an API solution; and best practices for meeting your business objectives. Please note that some extra fees might apply.

Modifications in Your Account

You are responsible for any modifications required in your account. Please note that our customer support team is not permitted to make changes in your account. If you are unsure on how to make the change, the team will walk you through the process, but they will not be able to make the modifications for you.

Upload Issues

If you are having problems uploading contact data, the customer support team can help you identify the source of the problem. They will make recommendations based on your data. Please note that for the team to help, you will need to provide them with a copy of your data. If, for security reasons, you cannot send the data by email, the customer support team can provide you with a link to a Box account to transfer the data. Once the source of the error(s) has been identified, you are expected to modify your upload file. The customer support team cannot make the modifications on your behalf. If your data comes from a feed from your Human Resources department or system, you will need to contact them to make the appropriate changes.

 

Data Refresh

Whenever requesting a data refresh from Everbridge, our Support team will need the following information:

  • A list of zip codes (for US data refreshes only)
  • A shapefile of your boundary

Your data refresh request cannot be processed without this information. Once this information is received, our customer support team will prepare an upload ready file with the data. Since our customer support team is not at liberty to upload data in your account, you will be responsible for uploading the data yourself. Be sure to take a backup of your data first. If you are uncomfortable performing the upload yourself, the support team will walk you through this process.

Alternatively, the instructions for uploading the data are available in knowledge base article EBS: Contact Upload User Guide.

Data Restore

If you have mistakenly deleted your contacts, they can be restored from the Deleted Contacts tab. For instructions on how to restore one or multiple contacts, see knowledge base article EBS: How to Restore Deleted Contacts in Everbridge Suite

If you have mistakenly modified your contacts, there is no easy way to restore them to what they were like before the upload. You might be able to restore the contacts using a previous upload file. If you do not have it, our support team can recover it up to 30 days after an upload. Our customer support team might be able to guide you on how to best restore your contacts data. Please note that Everbridge is unable to restore data otherwise.

Conference Bridges

The customer support team will be able to help troubleshoot conference bridge issues if the connection to the conference bridge is made from a notification sent via our platform. If the conference bridges are used outside of our platform, we will not be able to troubleshoot the problem. If you have problems using our conference bridges, it is important that you report the issue to our customer support team promptly as logs are available for a maximum of 3 days.

SMS

If you have a problem with SMS messages, please report the issue as quickly as possible to our customer support team as logs are available for a short period of time (24h).

Troubleshooting information regarding notifications not received via SMS can be found in knowledge base article EBS: Troubleshooting SMS Message Issues in Everbridge Suite.

When calling in the customer support team for help with undelivered SMS messages, they will go through the troubleshooting steps to help identify where the problem may be. If the problem can be rectified by modifying the record or how the notification was sent, the customer support team will let you know.

Please note that if the problem is due to the device of the recipient or their carrier, the Everbridge customer support team will not be able to assist further. Everbridge is unable to talk to carriers directly as we are not their customer. If the issue can be reproduced consistently and is happening to multiple recipients (or multiple times with the same recipient) using the same carrier, we can ask our downstream provider to contact the carrier directly. Please note that our vendor is under no obligation to do so and that even if they do, the carriers are under no obligation to resolve the issue. If that’s the case, your Everbridge Customer Support Engineer will notify you. At which point, your only alternative will be to contact the carrier directly.

Emails

Upon request, the Everbridge Customer Support team can recover logs that show that messages were delivered and whether they were delivered on time. If an email is not delivered or is being delivered with a delay or is sent to the spam folder of the recipient, Everbridge cannot help resolve the issue. If our logs show that the email was successfully accepted by the receiving server, you will need to contact the IT personnel in charge of the email server for resolution. Everbridge can supply the logs that your IT team feels would be useful in their investigation, if they are available.

Phone Calls

If you have a problem with phone calls, please report the issue as quickly as possible to our customer support team as logs are available for a short period of time (24h).

Voicemail vs Human Detection

We do our best to ensure the highest reliability of the voicemail vs human detection but there are many factors outside of our control. There is no standard for voice mail systems and no standard for voice mail “beeps” or tones; therefore, there is no way to develop a solution that will accurately detect voice mail 100% of the time. Please see knowledge base article EBS: Voice Notification Recipient Best Practices in Everbridge Suite to improve your chances of the correct detection by our system. If your recipients experience voicemail vs human detection issues, you can contact our customer support team to help you troubleshoot the issue. They will to their best to help correct the problem for you but there is no guarantee they will find a solution for you as voicemail vs human detection is not 100% accurate. If a contact is constantly having problems with the correct detection, they can choose to bypass the voicemail detection by following the steps outlined in knowledge base article EBS: How to Bypass Voicemail Detection in Everbridge Suite.

API Problems

To use the API, you will first need to create and register a user. Please note that users should have permission to perform the steps you intend to take using the API. An API user is restricted just like a logged in user in what they can do by their role. Once the user has been created and registered, send a request to our customer support team to give API access to the user. Please note the request must come from an Account Admin. The team will need to know the account the user is in as well as the username. Information on how to use the API can be found in the Everbridge Developer's Hub.

Due to the nature of the API, the Everbridge Customer Support team is not able to troubleshoot scripts or coding of any kind. If you would like help building your application, please contact your account manager and see if it is a project our Professional Services could help you with.

If you are having problems with calling a method, be sure to mention to the customer support team which method you are using and send them a copy of the JSON. It is imperative that the info you send be a JSON and not code from your own script or application otherwise the customer support team won’t be able to help you. The customer support team will test the call in the Swagger interface, located here https://api.everbridge.net/. If the call works, you will be responsible for modifying your script. If the call doesn’t work, we will troubleshoot to identify the source of the problem.

Single Sign-On (SSO)

The Everbridge Customer Support team cannot configure SSO for customers. Instructions on how to configure SSO can be found in several different knowledge base articles found in EBS: Single Sign-On (SSO) Resources - Main Page depending on your specific scenario. If you require help configuring SSO, please contact your account manager and see if the Professional Services team can help you.

If you believe SSO has been configured correctly, please refer to the troubleshooting section of knowledge base article EBS: Single Sign-On (SSO) Resources - Main Page or provide a copy of your IDP server’s metadata file, the SSO user ID of the person having problems, as well as the SAML response for that user. Please note that the technical support team can only help with the configuration on the Everbridge Suite side. If the user is misconfigured on the IDP server or the IDP server is misconfigured, the customer technical support team will not be to assist further. You will need to contact your IT personnel.

Feature Provisioning

Our customer support team is not permitted to provision new features. This includes the creation of new organizations in your account. Please contact your account manager if you would like a new feature turned on for your account. If you would like help on using a new feature, our customer support team can walk you through how to use the new feature.

Sending a Notification

If you are unable to send a notification, you can call our Emergency Live Operator line. Our customer support team can send the notification on your behalf. Please note that you must have a valid and registered user. The password must not be expired. You must authenticate the call for our support team to launch the notification on your behalf and your role must allow you to send notifications. Our support team cannot send a notification on your behalf if you use Single Sign-On and do not have break glass credentials. Please see knowledge base article EBS: How to Initiate a Notification, Incident or Scenario via Emergency Live Operator (ELO) in Everbridge Suite for more information.

Closing a Case

While we will do our best to resolve all problems reported to us to your satisfaction, we sometimes exhaust all avenues without finding a resolution. Cases might be closed without a resolution in the following situations:

  • When an issue reported is due to a defect, the customer support team will inform you of the defect ID and the case will be closed. When the issue is resolved, it will be included in the list of resolved defects in the release notes, which are available on our support center.
  • When our investigation concludes that a change must be made in your account by an administrator, the customer support team will inform you of the changes you need to make. The team will keep the case opened for up to a week to allow you the time required to make the changes. If you have follow up questions or if you still see the issue after making the changes, you can contact our support team and the case can be reopened at any time. The same process applies if the change is to be made by your IT personnel.
  • When our investigation concludes that the problem is with another software that you utilize like an SFTP client. The customer support team will direct you to contact your vendor’s customer support team.
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