The People Behind Your PlatformTwo teams. One mission: your department's success.
Built by Fire and EMS personnel, and those same people answer for your department every day.
Who to Call, and When
Three places to go. Pick the one that matches what you need.
For the big picture
A dedicated manager who plans your department's long-term success.
- Rolling out a new module
- Training new hires or a whole shift
- Feature requests and feedback
- Your contract or renewal
When something isn't working
Specialists who solve today's problems and get your crews back to work.
- Errors, logins and records that won't save
- How-to questions in any module
- Help with NERIS and state reporting
When you want to learn
Self-paced courses, live sessions and user groups for every role.
- Self-paced courses for every module
- Monthly release notes and recorded sessions
- Office Hours and state user groups
Still Not Sure? Find Your Task.
Find what you need to do, then follow the link.
Support Fixes Today. Client Success Plans What's Next.
Every Fireworks department has both teams behind it, and they work together as your department grows.
Here When You Need Us
Your first call when something in Fireworks isn't working. We resolve issues quickly and correctly the first time, so your people spend their time on calls and inspections, not on software.
- Errors, logins and records that won't save or submit
- How-to questions in every module
- Help with NERIS and state reporting
- Bugs routed to development, with updates back to you
Reach Support
- Phone
- 941-328-3239
- support@eprsys.com
- Hours
- Monday to Friday, 8 AM to 9 PM Central
- Email support
- 24/7
Your Long-Term Partner
One named Client Success Manager who knows your department, your goals and how you use Fireworks.
- One person who owns your account and knows your history
- A planned path from contract to go-live
- Regular check-ins and adoption planning for every module
- Your feedback carried straight to our product team
When to call your CSM
New module rollouts, onboarding staff in bulk, reporting changes and renewals.
- CXteam@eprsys.com
Before you contact Support, have ready
- 1Your department name
- 2The module you were in
- 3What you were trying to do
- 4A screenshot of any error
Every CSM completes Client Success Onboarding, Learning the Product and the CSM Certification before working with your department.
The People Who Answer for Fireworks.
Client Success plans your department's future. Support solves today's problems. Meet the people who do both.
Meet Your Client Success Team
The people who plan your rollout, check in on adoption and carry your feedback to product.
Ryan FanningDirector of Client Engagement
Hunter MossDirector of Client Success
Will McBrideSenior Client Success Specialist
Chris BlackmonSenior Client Success Specialist
Tim GieslerClient Success Specialist
John LongacreClient Success Specialist
Steve MerrittClient Success Specialist
Bill BuwaldaClient Success RepresentativeMeet Your Support Team
The specialists who pick up when something isn't working and get your crews back to work.
Chris MintonDirector of Customer Support
Damon MaysCustomer Support Manager
Matt PattersonCustomer Support Specialist
Darrin CagnolattiCustomer Support Specialist
Brittney PriceCustomer Support Specialist
Lonnie WimmerSenior Customer Support Specialist
Kevin RenshawCustomer Support Specialist
Steve FowlerCustomer Support SpecialistLearn at Your Own Pace
Our online learning community: self-paced courses for every module, live and on-demand sessions, how-to articles and state user groups.
Live, On-Demand and Always On
Learn the way your shift allows: live with EPR staff, on demand between calls, or any time from the library.
EPR Office Hours
Every week, live Q&A with EPR staff. Bring your questions, from any module and any role.
State User Groups
Departments in the same state share questions, workflows and state-specific guidance in private groups.
Questions? We're Here.
Client Success: CXteam@eprsys.com
Support: 941-328-3239 · support@eprsys.com
Need a quote? Call 941-328-3239 or request one online