Regular maintenance is important to keep the MIP running smoothly. CDS maintains standard windows for conducting any required system updates. During these windows some system functionality may be temporarily unavailable.

FMIX

For general flood mapping questions, contact a Map Specialist.

• Hours of Operation: 8:00 a.m. until 7:00 p.m. Eastern Time, Monday - Friday, with the exception of Federal Holidays.
• Phone: 877-FEMA-MAP (877-336-2627)
• Email: FEMA-FMIX@fema.dhs.gov
• Website: https://floodmaps.fema.gov/fhm/fmx_main.html

Risk MAP IT Help

For MIP or IT system questions, contact support services.

• Hours of Operation: 8:00 a.m. until 5:00 p.m. Eastern Time, 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.
• Phone: 877-FEMA-MAP (877-336-2627)
• Email: FEMA-RiskMAP-ITHelp@fema.dhs.gov
• NOTE: Either phone or email 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 Risk MAP IT Help containing a summary and description of the request, as well as an ID number for the corresponding support ticket. If you do not receive an auto-generated ticket from Risk MAP IT Help, please contact Risk MAP IT Help at FEMA-RiskMAP-ITHelp@fema.dhs.gov.

Urgent Help Desk Ticket Guidance

• Whomever at the Region is working with the Mapping Partner needs to validate that the issue is truly Urgent and should be cc'd for awareness and monitoring
• Requestor should submit emails to Risk MAP IT Help for Urgent tickets at least 5 days in advance of the due date
• Requestor should include the word "Urgent" in the subject line of the email
• Requestor should include the due date in the body of the email
• When the email is submitted, the requestor should receive an acknowledgement with the Ticket No.
• Agents treat Urgent Tickets as high priority
• If no update is provided to the requestor and the due date is approaching, the requestor may notify the Risk MAP IT Help Desk Manager
• If a ticket was not Urgent when submitted but becomes Urgent because of the time it takes to resolve the incident, the requestor may reply to the ticket/email chain indicating that the issue has become Urgent
• If a ticket is open, the requestor should reply to the email chain for that ticket so all correspondence is captured in that ticket's history in the Salesforce Ticketing System
• Do not open new tickets for the same issue previously reported - this may delay the processing of the ticket

FEMA IT Risk MAP Systems Team (FIRST)

FIRST is a group of MIP super-users, made up of Regional Champions, Black Belts, and Regional Program Management Leads (RPMLs). For Region specific help, contact your Regional FIRST representative. If you are a RMD SharePoint user please click the link below. If you do not have a RMD SharePoint account please contact Risk MAP IT Help and request your region's FIRST contact information.

• FIRST Contact List

Below are PowerPoints from our 2017 monthly MIP User Calls