Vector Control Management System (VCMS)

Single Solution Data Management at Your Fingertips

Technical Support

Important Update For technical support on VCMS®, Mobile VCMS® and FieldBridge® call Clarke Engineering Technology's support line: 800-859-2847 ext 115 Extension 115 is for VCMS® support.

VCMS Remote Support Session When seeking technical support for your VCMS system, the technician might determine that we can best assist you through a "Remote Support Session". You will be given a code number that will enable the support person to monitor what is actually on your screen and remotely troubleshoot your computer. This code number and access to your computer will expire upon the end of your session. Enter the remote support code number in the box below and then click the "Launch Remote Support Session" button.

Frequently Asked Questions about Support

How do I get VCMS® and Mobile VCMS® support?

Call Clarke Engineering Technologies Inc. (CETI) toll free support line at 800-859-2847 and ask for extension 115.

Who Will Handle My Call?

Your call will be handled by one of the support team members at Clarke Engineering Technologies Inc (CETI) in Rogers, MN. Most likely the first person you talk to will be Roger Newberry, who most DataMaster™ customers have already met.

If your issue is not resolved immediately, it will be escalated to Matt Leo, the VCMS® system architect.

How Long Will Getting Support Take?

In most cases, somebody at CETI should pick up your call immediately; if not you should get a call back within a few hours.

Issues that have been "escalated" normally get a next day resolution.

What Happens during Escalation?

Normally, open tickets are reviewed by the CETI team every morning, and escalated issues are prioritized. This means if your problem is not resolved immediately, then you can expect to be contacted the next morning.

What about eCare Remote Support?

The eCare remote support technology is being phased out in favor of a technically superior solution. This will eliminate many "glitches" experienced while using the eCare solution. If you need remote support your CETI team member will give you a web address to initiate the session.

Will the Old ACR Numbers Still Work?

The old ACR tech support number (603.459.0216) will for the next few months forward to the CETI Support team 800 number; you will have to ask for extension 115.

You should start using the 800-859-2847 number immediately to save yourself the toll call.

How Will CETI Support be Different from ACR Support?

CETI has a larger support team, and the team is much more experienced in mosquito control than ACR support has historically been. The CETI team is still learning how to support the VCMS® product, so issue escalation will be common in the first months of the ACR / Clarke transition.

CETI is also hiring additional staff to bring more information technology expertise onto the team.

Overall, the aim of the ACR / Clarke transition is to provide more predictable and consistent response to support incidents.

Where Do I Get More Information About Support?

You should call the toll free support line for the most up to date information.

At this time, the support systems for ACR and CETI are being merged, and eventually you will go to the Clarke Mosquito Control website (http://www.clarkemosquito.com) for technical support policies, tech notes, white papers, and documentation. When that is accomplished this page will point you to the appropriate places.