If a VESTA 911 workstation stops taking calls at 2 a.m., who finds out first? Who starts troubleshooting? And when should your shift supervisor expect an update?
Those are questions worth answering before you renew your service agreement. VESTA 911 is BAYCOM’s emergency call-handling software for public safety answering points (PSAPs). For Wisconsin dispatch directors, county IT teams, and purchasing staff, renewal is a chance to make sure the agreement reflects how your center operates today.
Use these five questions to guide your review.
1. What does your VESTA 911 service agreement cover?
Pull out your current agreement and compare it with the equipment and software your team uses today. If you’ve added call-taking positions, replaced hardware, or opened a backup site, confirm which of those changes are reflected in the agreement.
Ask your provider to spell out what’s included for remote troubleshooting, on-site labor, replacement parts, preventive maintenance, and software updates. For updates, clarify who schedules the work, who installs it, and who tests the system afterward. Ask how routine maintenance and upgrade work are handled, including how any work outside the agreement is approved and billed.
2. Who sees a problem after hours, and who responds?
Ask whether your agreement includes active system monitoring, after-hours technical support, or both. Many companies describe monitoring and technical support as separate services in their VESTA Hybrid offering. That distinction matters when you’re figuring out who takes the first step during an overnight incident
If monitoring is included, ask what triggers an alert, who receives it, who starts troubleshooting, and when your shift supervisor is notified. If your staff needs to report the issue first, make sure every shift knows how to reach support and escalate an urgent ticket.
Then walk through two scenarios with your provider. What happens if one position stops taking calls? What changes if an entire site is affected? Ask what the agreement means by response time. It could refer to a callback, the start of remote troubleshooting, or a technician arriving on-site.
3. Who coordinates troubleshooting when several vendors are involved?
Suppose a call comes through, but the information your telecommunicator expects never appears in a connected application. Your team may need help from your VESTA service provider, county IT, or another vendor before anyone can pinpoint the cause.
Confirm who takes the initial report, who brings in the other teams, and who keeps your shift supervisor informed. If the issue falls outside your provider’s scope, ask what information they’ll document and pass along so the next team can pick up the investigation.
4. What would a change in service provider involve?
If you’re comparing providers, ask each one to review your existing VESTA configuration. Have them identify what they can support as configured and whether any equipment, software, licensing, or access requirements need to be addressed before service begins.
Ask for a written handoff plan that covers open tickets, system documentation, access permissions, and service contacts. Verify when the current agreement ends and when the new coverage starts. Before the handoff, make sure every shift has the updated contact and escalation instructions.
5. When do you need to make a decision?
Start with the renewal notice deadline in your current agreement. Work backward from that date to give dispatch, IT, and purchasing time to review coverage, compare written scopes, and coordinate with your agency’s budget process.
Bring these items to your first renewal conversation:
- Your current agreement, including the expiration date and any notice requirements
- An inventory of call-taking positions, system equipment, and primary and backup sites
- Recent service tickets and recurring issues raised by shift supervisors
- Planned equipment or software changes
- Your agency’s budget and purchasing timeline
How BAYCOM Can Support Your VESTA 911 System
A service renewal is an opportunity to close the gaps this checklist brings to light. BAYCOM can help your Wisconsin dispatch center review its existing VESTA 911 system and build a support plan around how your center operates.
We’ll work through the details with your dispatch, IT, and purchasing teams, from what equipment and sites need coverage to how maintenance and software updates are handled. We’ll also clarify what happens after hours, who coordinates troubleshooting when multiple vendors are involved, and what a transition to BAYCOM would look like. Together, we can define who’s responsible at each step so your team knows what to expect when it needs help.
Have a VESTA 911 renewal coming up? Bring your current agreement and the gaps you’ve identified. We’ll walk through what BAYCOM can cover, how support would work for your center, and what it would take to get that plan in place before your current agreement expires.
