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Email or online ticketing support
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Yes
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Support response times
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Everbridge provides 24x7x365 Support to all customers at no cost. Everbridge has support personnel deployed at all of our offices around the world to ensure that in large-scale disaster scenarios, all of our clients will be guaranteed the highest possible level of support. Everbridge Technical Support provides the following:
• Live technical support via telephone
• Live notification launch/reporting support via our Live Operator service
• Client self-service Everbridge Support Center
Our support service aims to answer all support phone calls immediately, and to triage support cases submitted via email or the Support Center within four hours.
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User can manage status and priority of support tickets
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Yes
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Online ticketing support accessibility
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None or don’t know
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Phone support
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Yes
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Phone support availability
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24 hours, 7 days a week
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Web chat support
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Yes
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Web chat support availability
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24 hours, 7 days a week
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Web chat support accessibility standard
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None or don’t know
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How the web chat support is accessible
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Everbridge is committed to designing and developing our products with full consideration toward accessibility and usability. We are working towards WCAG 2.x AA conformance, focusing on improvements that will affect the most users, the most components, and the most metrics, in that order. Everbridge complies with a wide range of WCAG 2.x and Section 508 accessibility requirements. Our system is also browser-based and supports accessibility functionality in all modern-day operating systems and web browsers. From a recipient perspective, we support TTY/TDD technology and provide a rich mobile app for use on iOS and Android devices to receive communications.
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Web chat accessibility testing
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"Everbridge is committed to designing and developing our products with full consideration toward accessibility and usability. We are working towards a WCAG 2.x AA conformance, focusing on making improvements that will affect the most users, the most components, and the most metrics, in that order. We have a dedicated User Experience organization being trained in universal design principles to incorporate as cross-cutting criteria into any design exercise. To help us in these efforts, we’ve engaged with UsableNet, an industry leader in accessibility consulting, to ensure that our products are designed, built, and maintained to be accessible to all users with disabilities.
Our current focus on WCAG 2.1 AA conformance is for our Member Portal, which services the vast majority of users (""Contacts"") of the Everbridge system. The specific user journeys being audited by UsableNet are:
• Registration of Contacts into the Everbridge system
• Editing profile information for Contacts
• Collection of contact information for Contacts
• Configuration of alert subscriptions for Contacts
Our immediate objective is to address any high priority accessibility issues from each audit. These issues are the most impactful gaps since they could impact navigation and can be treated as blocker issues for assistive technology."
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Support levels
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"In addition to free, unlimited online training through Everbridge University and a comprehensive online knowledge base, Everbridge offers customized training and documentation development to formalize knowledge transfer and ensure ongoing self-sufficiency. Whether you select from a list of popular topics or designate specific learning needs, Everbridge Professional Services supplies instructor-led training, course content, and documentation customized to match your organization’s unique structure and system usage requirements. This service is advantageous for large entities with well-defined communication processes and/or organizations with frequent employee turnover.
Everbridge Best Practices Alignment Service - delivered three to six months after the Go-Live date as an on-site engagement to enhance system configurations, communication processes, and overall program governance. Everbridge will provide an assessment, which includes a gap report on the system deployment maturity and your readiness against industry best practices.
Our Everbridge University training modules are complimentary for our customers and cover a wide variety of topics that are available for viewing online. Once you’ve completed training, sign up to become Everbridge certified.
Technical Account Manager (Premium Service) - a Professional Services package that allocates a set number of hours to be used throughout the contract year for a variety of activities."
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AI chatbot
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Yes