Whether you run a small or large EMS agency, Medusa has the service offering to meet your needs. Medusa’s Customer Service Center provides telephone assistance 24 hours a day, seven days a week, 365 days a year.

How to Open a Service Request

You should contact the Medusa Customer Service Center by phone right away if you are experiencing a high severity issue. For example, if your production system is not operational and work cannot reasonably continue we will work with your team to get you up and running quickly.

For all other issues, we encourage you to submit your service request online in the Medusa Customer Service Portal or email us at service@medusamedical.com. You can also contact us by phone during normal business hours.

Medusa Customer Service Portal – A one-stop shop

The Medusa Customer Service Portal gives you a single location from which you can:

• Create service requests
• Monitor and track your open service requests
• Download the most recent patches
• Search the Siren knowledge base
• Discuss issues with your peers and industry experts
• Find tips, tricks, Q&A and free tools that will help you get the most from your Siren ePCR Suite

How to Contact Us

Required Information

When contacting us, please have the following information availble.

1. Company name and Contact information
2. Description of the issue
3. Product component (e.g. app server, web, client, etc) and version used
4. Steps to reproduce
5. Priority
6. Any errors or log files associated to the issue