How can we help?

Note: This form is for current Nomad customers. Looking for general contact information? Please visit the Contact Page.

⚠️ Important

Support hours are 8:00am – 5:00pm MST. Urgent needs after hours? Please contact us by phone.

Ticketing Process

Our intuitive ticketing system ensures you get the help you need when you need it. Here’s how it works:

1. Submit a Service Request: Contact our Service Desk by phone or using the form above
2. Service Triage: Our team prioritizes the request based on urgency
3. Addressing your issue: Nomad addresses issue in a timely manner, whether you simply need information, or require an in-person response
4. Ticket Tracking: Track your request in real-time via the Customer Portal (Coming soon!)
5. Feedback: Once the issue is resolved, your feedback helps us refine our process

Warranty Coverage

Every Nomad Connected Mobile Operations Center (CMOC) comes with a Standard Warranty, ensuring that, while rare, any issue arising due to a manufacturing or design fault is addressed promptly.

• Duration: Standard 12-year with 1-year Platinum Warranty
• Scope: See the Master Warranty Agreement (MWA) for details
• Extended Warranties: Nomad offers plans that will cover CMOCs up to an extra 7 years, bumper to bumper. For details, please see the MWA

Need-Based Responses

Nomad shares your “mission first” mindset and strives to be responsive and flexible. Our “Need-Based Response” approach reflects this commitment to exceptional service. The criteria we use to assess need are:

• Urgent/Critical: Mission-critical issues affecting current operations
• High Priority: Issues potentially affecting future operations
• Medium and Low Priority: Non-essential issues or requests, not time sensitive

If the severity of your issue changes, Nomad will recalibrate its response. For a comprehensive understanding of Need-Based Responses, see the Service Level Agreement (SLA).

On-Site FSTs

For critical hardware or system issues, Nomad Field Service Technicians (FSTs) stand at the ready to provide on-site support. The FSTs ensure quick and effective issue resolution, minimizing downtime.

“Customer support is excellent. I’ve called several times from incident scenes and gotten the resolution I needed almost instantly. The folks at Nomad understand the critical applications of their products and the importance of proper functionality.” Vail (CO) Public Safety Communications Center

First Time Fix + Continuous Improvement

By equipping our FSTs to travel throughout the Continental United States, Nomad aims for a high first-time fix rate, reducing the need for return visits and ensuring you’re 100% operational as quickly as possible.

Your feedback drives our evolution. Post-service, we welcome your insights on our performance, which will help us refine protocols and serve you and all Nomad customers better.

Please leave feedback about your experience working with Nomad.
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