Requesting Support Services

Hours of Operation

MIP Help hours of operation are 8 A.M. until 5:00 P.M. Eastern, Monday – Friday with the exception of Federal Holidays. Support requests may be submitted outside of these hours of operation but will be processed on the next business day.

Methods for Requesting Support

Support services may be requested by either emailing miphelp@riskmapcds.com or by placing a telephone call to 1–877-FEMA-MAP.

Either method results in the creation of a support ticket which will be used to track your request until completion. Upon ticket creation you will be sent a confirmation email from MIP Help which contains a summary and description of the request, as well as an ID number for the corresponding support ticket that will be used to track the request until complete.

Emailing for Support

You can submit your support requests to the MIP User Care team by sending an email to miphelp@riskmapcds.com.

When submitting requests via email please include the following information:

Required:

First name
Last name
Telephone number (use a number we can reach you during work hours)
User ID (for the person who experienced the problem)
In the subject field, provide a brief description of the problem or service requested, component & project case number
CLEAR example: Study - Need to add tasks to Ramsey County, ND (07-08-0177S)
UNCLEAR example: Ramsey County (07-08-0177S)
In the body of the e-mail request, provide a full detailed description of the problem or service including:

Current step in workflow/screen/related activity/case number/community/CID
Expected results or activities
Screenshot of the error/problem

In addition to the general information listed above, and in an effort to increase the speed in which your request can be resolved, please include the following information where applicable:

Recommended:

Steps to re-create the issue
Did the problem occur just once or multiple times?
Date and approximate time the problem began
JTX job ID
Server number
FEMA case number
File names and complete paths
WISE module in use

Please do NOT:

Submit one request for multiple case numbers
Include chain e-mails
Open or modify the case until a solution has been returned

Sending an email to miphelp@riskmapcds.com will result in the automatic creation of a support ticket that will be used to track your request until completed.

The MIP User Care Team will attempt to resolve requests in the absence of required information but can not guarantee prompt resolution unless complete information is provided.

Telephone Support (1-877-FEMA-MAP)

If you choose to call for support you will be prompted by an automated call distribution system. The Technical Support Specialist will gather the information needed to satisfy your request and generate a support ticket on your behalf.