ISS Global

Intelligence Software Solutions Global was acquired by Parsons in 2016 and was created to serve the needs of the international intelligence analysis, counter-IED, EOD, law enforcement, and command and control communities.

In today’s data-driven world, our goal is to ensure the right people get the right information at the right time. Our products are currently being utilized by Law Enforcement, Intelligence, Military, and Government agencies worldwide, and we have extensive experience with the necessary skills required to work for Government engagements.

We are comprised of a team of industry veterans with decades of real-world experience. Our subject matter expertise combined with world-class software development allows us to deliver products and solutions that drive a commitment we share with our customers – making the world a safer place. We pride ourselves on creating easy to use, powerful software – giving the end-user the necessary tools to get the information they want, as well as the ability to share data where needed.

We are deployed in over 44 countries and produce a widely used intelligence management software platform called Dfuze® to provide mobile and network applications and streaming live video to law enforcement and military bomb squads, in particular.

Our Clients

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Our Partners

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Support

We provide varying levels of support to ensure your systems remain operational whatever your requirements. We can cover software only, but also offer options for complete system support, covering hardware and operating systems. Our customers can contact us via telephone, e-mail, and fax, and receive instant feedback from an experienced engineer. Support is also available 24 hours a day if required providing round the clock assistance.

Response Times

Place a new call, track the progress of an existing call or for any other service-related matter.

ISS Global USA: +1 719 452 7000

Monday- Friday | 9 AM – 5 Pm ET/EDT

ISS Global UK: +44 (0) 207 060 9730

Monday – Friday | 9 AM – 5 PM GMT/BST

Overview of Process

All support calls will be assigned a call number. This call number is used to reference your particular support call. Please take a note of this number and use it when inquiring about your call. Each support call is also allocated a severity level which helps us prioritize your support.

Severity Level

  1. System is down and not functioning at all–Workflow has stopped
  2.  System is operational, but is severely degraded–Highly Restricted Workflow
  3.  System has operational limitations–Minor Workflow Impact
  4. Questions (also covers enhancement requests)–No Workflow Impact

The support representative is responsible for maintaining accurate notes on the customer’s issue, including any associated details, duplication steps and the solution.

Our goal is to resolve our customers’ technical support issues as soon as possible after they are reported. If the support request is not resolved on the first contact, the support representative is responsible for escalating the support call number to resolve the issue. Support escalation may involve replication of the problem offsite and testing upgrades before delivery, and the involvement of a higher level support representative. In some support cases, on-site visits may be required and our development staff will be included if a specific software upgrade is required. The support representative is responsible for maintaining contact so that the customer is always aware of the issue’s status.

We have a wide range of customers in over 40 countries worldwide and play a big part in future development of the Dfuze® application for a wide range of different markets. We are proud to serve the needs and wants of our customers and thank them for their long term business since we first entered the market 20+ years ago.

Become a channel partner and receive priority access to products, technical training, and sales support. Our Partners benefit from our consistent communication and assistance regarding any opportunity to provide customers with our newest product solutions.

Disclaimer: Parsons is a global company operating through various named legal entity subsidiaries. The company’s successful acquisitions have led us to become a leading disruptive technology company in the critical infrastructure, defense, and intelligence markets.

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