Customer Support

Our award-winning Customer Support is available 24/7 and our team has a reputation for being accessible, knowledgeable and thorough. Customers with a current ASA can take advantage of their expertise* via phone (800-288-4565) or email (support@dea.com) through our industry-leading Standard Support service. EMS Enterprise™, EMS Workplace™, EMS Campus™, EMS District™ and EMS Legal™ customers can upgrade to Premium or Premium Plus Support service for additional benefits (Contact us if you are a customer interested in upgrading).

PDF Icon Award-Winning Customer Support Datasheet
Find out more about the world class customer support you can expect as an EMS user.

PDF Icon Annual Service Agreement (ASA) Datasheet
Take a closer look at the service level options and benefits.


Additionally, customers with a current ASA get access to a variety of support services:

Customer Support
New Versions of Software
Support Center
Free, On-Demand Training Videos
Knowledge Base
Product Feedback Process

Customer Support

When a "hands-on" approach to problem resolution is needed, customers and support team members can "meet" online via a secure internet connection that allows our techs to link their computers to yours and experience the problem you are facing firsthand.

We offer 24/7 Customer Support and all ASA holders can contact the Customer Support team, free of charge. During standard business hours, calls that aren't answered immediately will typically be responded to within minutes. Even when call volumes are at their highest, our guarantee is to respond to inquiries within two hours. Rapid response and accurate answers have led to some very positive feedback from our customers:

"I have ALWAYS been able to rely on your team. They are the BEST! Always helpful, always knowledgeable, and very polite. You could teach a lot of other businesses what customer service is all about."

- Rene B., Exempla Good Samaritan Medical Center

"We opened our brand new facility with zero experience in booking software. The DEA staff were awesome to work with, providing training above and beyond the normal scopes of things, including custom setups and "handholding" through our growth stages. Support has been awesome...hands down. The product will probably do anything you want. You just have to know how to manipulate it to do it...and the support team is right there to help you without being condescending. Thanks for making us look good every step of the way! Keep up the great work!!!"

- Jerry A., Granbury Resort Conference Center

"The customer service technicians have been nothing less than spectacular!"

Paul S., Associate Director of the Student Center, Rice University

"I just wanted to take a few moments to let you know how phenomenal your support team is. I have worked in the IT industry for over 10 years and have never encountered such a professional support format. They should be the model for all IT organizations."

Ryan S., Senior Specialist, Information Technology Support, Texas Hospital Association

"One of the best things about EMS is the support provided. It is very nice to have such quick response to any of the problems we encounter. Thank you!"

Carol K., Calendar and Wedding Coordinator, First Baptist Church of Houston

"In the past two years, I have implemented two software applications in other areas of my business. It was then that I realized how superior the DEA team are with respect to responsiveness, support and expertise."

Heather S., Manager of Hospitality Service, Leading Canadian Law Firm
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New Versions of Software

Maintaining your ASA each year ensures that you always have access to the latest version of your EMS software.** And when we enhance your EMS product, we make it available to you quickly and efficiently via download from the Support Center. (See below.)

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Support Center

The Support Center gives users with a current ASA access to a whole host of resources. Facing an issue that has been resolved in the latest EMS scheduling software release? Download the new version and all the accompanying documentation and installation instructions any time it's convenient for you. Need to consult the online Knowledge Base to answer questions about your Master Calendar system? Current customer? It's just a few clicks away - head back to the homepage and log in at the bottom right corner.

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Free, On-Demand Training Videos

Users of all EMS room scheduling products can download free training videos from the Support Center. (Note: In addition, more individualized, paid training options are available to all customers.)

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Knowledge Base

The Knowledge Base is an extensive collection of commonly-asked questions and their resolutions that we have compiled for easy access. From out-of-date prerequisite software to misunderstandings about system functionality to general trouble-shooting tricks... if it's an issue that is frequently raised, it's likely to be covered in the Knowledge Base. Current Customer? Access to the Knowledge Base is obtained through the Support Center. Log in now via the homepage in the bottom right corner.

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Product feedback process

For more than 25 years, our customers have been the driving force behind our product development efforts. Who better to comment on how the software should be enhanced than the people who use it every day? In the Support Center is a form you can use to provide product feedback and suggestions for future enhancements. Data from the form is automatically recorded in a database that is consulted as we make plans for a new release.

"We have worked/partnered with EMS for many years. I feel as if we work together to improve the system, for our users and administration."

David K., Vice President of Conference Centers, Fortune 100 Financial Services Company

"DEA is very in-tune with their customers. They listen to their needs, ideas and suggestions, and are dedicated to, and focused on, improving the system based on the suggestions they get."

Jakelle C., Director, The Alumni Center, North Dakota State University

"We have made several suggestions for improving the program and have been pleasantly surprised to see them implemented in updates."

John H., Associate Administrator, First Baptist Church of Carrollton

* The Customer Support team is available to assist you with technical matters and brief "how to" questions. To arrange for software training, please contact our Professional Services team directly at consulting@dea.com.

** It is important to renew your ASA every year, as a lapse in ASA requires payment of back fees or purchase of new software to resume coverage.

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