Support
PolicePro support is most frequently delivered over the Internet using either our Go To My PC, Log Me In, or various flavors of Remote Desktop Connection. Any of these allow us to get inside the program on one of your computers where we can make changes, isolate problems, and add new features.
We maintain an interactive intranet for our client agencies based on 37 Signals' outstanding Basecamp product. Requests for changes or additions, comments and otherwise are posted by our users here and tracked through to whatever their completion may be. The intranet works for everyone: users have direct access to us, and since posts are viewable by all participating clients, we tend to make sure that issues are addressed ASAP!
When we do need to be on the ground - at a new install or a major (as opposed to routine) upgrade - we've evolved an ethic of working till the job is done, whether it takes one day or four. PolicePro clients get their money's worth, every time.