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Global Leader in Gunshot Detection, Location Alerting & Analysis

Gunfire detection, analysis and alerting services for airports, campuses, critical infrastructure and communities

Customer Support Overview



SST Customer Support is always available to assist customers with a range of consultative, advisory, technical support, and forensic data services. Our Customer Support professionals are experts in gunshot incident analysis, acoustic data analysis and processing, virtual service management, systems integration, wireless communications, network and systems support, courtroom testimony, and more. We are passionate about our mission to help fight gun violence wherever it occurs, and we are proud our service.

Customer Support services we offer typically include:

Basic Assistance for Customers

  • User account/login/password assistance
  • Help with service interfaces and features (Alerts Console, Investigator Portal, Siren, Briefing Room)
  • Incident (re)classification and review


Forensic Services

  • Investigative and consultative support for gunshot incidents and gun crime investigations (including undetected shootings)
  • Detailed Forensic Reports for homicides, Officer Involved Shootings, high profile investigations, prosecutions
  • Expert Witness services


Integration Services

  • ShotSpotter data integration with video/VMS, RMS, CAD, COP, etc.
  • Briefing Room (for eligible customers)


Service Updates

  • Customer notification of software and service updates
  • Technical Support Bulletins, Service Advisories, webinars

Technical Reference Documents

for IT and Network Administrators


System Requirements


ShotSpotter Flex
There are two ShotSpotter Flex software clients:

  • ShotSpotter Flex Alerts Console
  • ShotSpotter Flex Investigator Portal

Both clients are implemented as browser-installable Microsoft® Silverlight® applications (technically, Silverlight "Out-of-Browser" applications) and will run on any platform capable of running Microsoft Silverlight 4 (for Alerts Console) or 5 (for Investigator Portal) or later which also has the hardware and connectivity described below. A web-based tool called the SST System Profiler, can provide an automated assessment of whether a particular computer is running the necessary software. Please contact SST Customer Support for instructions and access to this web-based tool. ShotSpotter Flex client software also requires network access to certain host names, services, and protocols. Further details can be found in the SST document FED-72-01 Hosts and Services Required to Use ShotSpotter Flex Clients, available from SST Customer Support.

Software Requirements
ShotSpotter Flex clients are fully supported by SST to run on Microsoft® Windows® XP SP2 or later or Windows 7 with Microsoft Silverlight® 4 or later installed. Although not officially supported, Flex clients will also run on other operating systems capable of running Microsoft Silverlight 4.

  Officially Supported Expected to Function
(not officially supported)
Operating
System
Microsoft Windows XP SP2 or SP3
Microsoft Windows 7 (incl. SP1)
Microsoft Windows 8
Microsoft Windows Vista
Microsoft Windows 2000 SP4 w/KB 891861
Microsoft Windows Server 2008 or 2008 R2
Microsoft Windows Server 2003
Mac OS X 10.4.11 and later (Intel-based)
Web Browser
(must be in 32-bit mode)
Microsoft Internet Explorer 9 or later Internet Explorer 7
(Windows 2003, XP, 2000 only)
Mozilla Firefox 3 or later
Apple Safari 3 or later
Google Chrome 4 or later
Silverlight Alerts Console: Silverlight 4 or 5
Investigator Portal: Silverlight 5
Microsoft Silverlight 4 or 5

Known Software Incompatibilities
We have recently been made aware that certain versions of the Trimble APS Public Safety Software "Virtual Partner" product run an embedded version of a macro engine called Macro Express from Insight Software Solutions. Unfortunately, customers have reported an incompatibility between between this Macro Express product and Silverlight, thus rendering several Silverlight applications non-functional, including ShotSpotter Flex. We have contacted Insight Software and are awaiting a response to our inquiries.

Hardware Requirements
For Windows PCs:

  Recommended Required
Processor 1.6GHz 1.6GHz
RAM 1GB 512MB
Display UXGA (1600x1200) 32-bit XGA (1024x768) for Alert Console
SXGA (1280x1024) for Investigator Portal 32-bit
Sound Speakers Speakers
Internet
Bandwidth
1mbps 256kbps

For Mac OS computers, although not officially supported:

  Recommended
Processor Intel Core Duo 1.83 GHz or higher
RAM 512MB
Display XGA (1024x768) 32-bit
Sound Speakers
Internet
Bandwidth
1mbps

Known Software Incompatibilities & Hardware Requirements

Product Updates


The following is a list of SST Product Update Release Bulletins. Please click each link to learn more.

ShotSpotter Flex

August 18, 2014 Release 2014.2: Integration with the ShotSpotter Siren Web and Email Platform

September 30, 2013 2013.1.1.29201: Access to Briefing Room and Stability Improvements

September 30, 2013 Release 2013.1.1.29201

August 27, 2013 Release 2013.1: Summer 2013

December 28, 2012 ShotSpotter Flex Update for Extremely High Volume Periods (e.g. New Year’s Eve)


View older updates

Contact Support


  • Email and telephone support is available:

    Monday-Friday, 6:00am – 6:00pm Pacific Time
    Saturday-Sunday, 8:00am – 4:00pm.
    Please contact us during these hours at support@shotspotter.com or +1-888-274-6877 option 4.
  • Online chat is always available to customers, 24x7x365.