We recognize the importance of protecting your valuable patient data from global security threats. Take our Mobile Computing Security Self Audit to understand how secure your data is. It will only take a couple of minutes. Take the Security Self Audit.

Whether you run a small or large EMS agency, Medusa has the service offering to meet your needs.

Medusa’s Customer Service Center provides telephone assistance 24 hours a day, 7 days a week, 365 days a year.

How to open a service request

You should contact the Medusa Customer Service Center by phone right away if you are experiencing a high severity issue. For example, if your production system is not operational and work cannot reasonably continue we will work with your team to get you up and running quickly.

For all other issues, we encourage you to submit your service request online in the Medusa Customer Service Portal or email us at service@medusamedical.com. You can also contact us by phone during normal business hours.

Medusa customer service portal –
a one-stop shop

The Medusa Customer Service Portal gives you a single location from which you can:

• Create service requests

• Monitor and track your open service requests

• Download the most recent patches

• Search the Siren knowledgebase

• Discuss issues with your peers and industry experts

• Find tips, tricks, Q&A and free tools that will help you get the most from your Siren ePCR Suite

 

How to contact us for support

Phone Toll Free: 1-877-564-0651 (Canada and USA only) Direct: 1-902-482-1327 Business Hours: Monday to Friday, 8am – 5pm Atlantic Time 24/7 Support: For Severity 1 and 2 issues only   Email service@medusamedical.com   Web http://customercare.medusamedical.com/ Login using your supplied username and password from Medusa Customer Service. If you do not have a username/password, contact Customer Service to obtain one.   FTP https://ftp.medusamedical.com/ Login using your supplied username and password from Medusa Customer Service. If you do not have a username/password, please contact us to obtain one.

Required information

When contacting us for support, please have the following information available:

• Company name and Contact information
• Description of the issue
• Product component (e.g. app server, web, client, etc) and version used
• Steps to reproduce
• Priority
• Any errors or log files associated to the issue
• Associated network conditions or settings (e.g. wireless connections, firewalls, third-party applications, etc).