TacLine
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An ambulance running under blue lights on a wet street at night.

Level 1 & 2 support · Systems integration · First responder agencies

When the tones drop, the technology already works.

TacLine is a technical support and integration practice built for EMS, fire, and police agencies. We keep the chain from radio to record intact — CAD, ePCR, MDTs, station networks — and we pick up the phone at 03:00 when a crew can’t clear a call because a tablet won’t sync.

Request a consultation What we support

Hudson Valley & Westchester County, NY · Remote support nationwide · Operating since 2021

Priority-1 response
15 min
Contracted agencies, business hours
Escalation line
24/7/365
Named engineer, not a queue
Onsite radius
75 mi
From our New York base · further on request
Every engagement ends with
Docs
Diagrams, credentials, runbook

Agencies don’t have an IT problem. They have an integration problem.

Most departments already own good software. The CAD works. The ePCR works. The billing vendor works. What fails is the seam between them — the export that silently stops at 2 a.m., the MDT that drops its VPN on the far side of the county, the patient record that has to be typed twice because two systems that both cost six figures won’t talk.

That seam is where crews lose time they don’t have, and where a chief finds out about a problem from a QA report three weeks later. We work in that seam. We are vendor-neutral, we don’t resell CAD, and we have no incentive to tell you the answer is a new platform.

CAD / RMS ePCR / NEMSIS MDT fleets Station networks Billing handoff Hospital interfaces
A dispatch control room lit by rows of monitors and communications equipment.
Fig. 01 — The seam between dispatch and the patient record

Capabilities

Three service lines. One phone number.

Most agencies start with one line and add the others as trust builds. Every line can be bought on its own, and every line can be handed back to your staff with documentation.

SYS-INT

Systems integration

Getting two systems that were never designed for each other to exchange the right record, at the right time, without a human retyping it.

  • Bi-directional CAD/RMS ↔ ePCR sync, with reconciliation reporting
  • NEMSIS v3 validation and state submission pipelines
  • Hospital interfaces — HL7 / FHIR outbound, receiving-facility feedback
  • Billing and QA handoff without a second data entry pass
  • Monitoring on every interface, with alerting that names the failed job
  • Cutover plans with a tested rollback, run in a maintenance window
A server room aisle lined with metal equipment racks.

Infrastructure

Station networking, VPN paths to CAD, firewall policy, UPS and failover — the layer everything else quietly depends on.

TECH-CON

Technology consulting

Independent advice for agencies who have to justify every line to a board, a commissioner, or a grant administrator.

  • Multi-year IT roadmaps priced in fundable phases
  • RFP and vendor-proposal review before you sign
  • Grant-ready technical specifications and scopes of work
  • Workflow automation that removes duplicate documentation
TAC-SUP

Ongoing support

A level 1 and 2 helpdesk that already knows your CAD, your ePCR vendor, and which truck has the tablet that keeps dropping.

  • Retained L1/L2 helpdesk for crews and administrative staff
  • MDT and tablet fleet management, imaging, and replacement
  • Monitoring, patching, offsite backup, and restore testing
  • After-hours escalation to a named engineer, quarterly review

How an engagement runs

We start on the truck, not in the conference room.

Every phase below lists what we do and what we need from you. If you can’t supply your side of a phase, say so early — it changes the price and the timeline, and we would rather know in week one.

  1. 01 2–3 shifts

    Ride-along audit

    We observe the workflow as crews actually run it, not as the org chart describes it. Every duplicate keystroke and every workaround gets written down.

    You provide: shift access, one operational point of contact, read access to current systems.

  2. 02 2 weeks

    Findings & roadmap

    A written, vendor-neutral assessment: what is broken, what it costs you in crew time, and a phased plan you can take to a board or a grant application.

    You provide: budget window, procurement rules, existing vendor contracts.

  3. 03 By phase

    Build & cut over

    Staged deployment with a tested rollback at every step. Cutovers run in an agreed maintenance window with a live rollback decision point, never mid-shift.

    You provide: a maintenance window, one approver reachable during it, vendor escalation contacts.

  4. 04 Ongoing

    Retainer or handoff

    Either we hold the pager, or your staff do — with diagrams, credentials, and a runbook written for someone who was not in the room. Handoff is a real option, not a threat.

    You provide: ticket contacts, an escalation list, one hour a quarter for review.

Who we work with

A short list, honestly drawn.

We would rather lose a bid in week one than a year in. If your situation is in the right column, say so in your first message and we will point you somewhere better.

Good fit

  • Municipal and volunteer EMS or fire agencies with no dedicated IT staff
  • Hospital-based and commercial ambulance services running their own ePCR
  • Police departments managing an MDT fleet across multiple shifts
  • Agencies mid-migration between CAD or ePCR vendors
  • Agencies holding a technology grant with no one to write the scope
  • Districts consolidating dispatch or records across two or more departments

Not a fit

  • Consumer or home IT support
  • Agencies looking to buy CAD or ePCR licenses through a reseller — we don’t resell
  • Ground-up construction of a new commercial CAD product
  • Engagements requiring staffed onsite coverage every shift
  • Work where the deliverable is a signature on someone else’s assessment

Procurement FAQ

The questions your purchasing office asks first.

Anything not answered here, ask directly — we will give you a straight answer before you spend time on a requisition.

Do you carry insurance, and can you provide a certificate?

Yes. General liability, professional liability (errors & omissions), and cyber liability are in force, and a certificate of insurance naming your agency as additional insured is available on request — normally within one business day. Send us your standard insurance requirements and we will confirm in writing whether we meet them before you open a requisition.

Are you a reseller for any CAD, RMS, or ePCR vendor?

No. We hold no reseller agreements, referral fees, or revenue-share arrangements with public safety software vendors. When we recommend a platform, the only thing we gain is the work of integrating it. If that ever changes, it will be disclosed in writing before any recommendation.

Will you sign a Business Associate Agreement?

Yes. Integration and support work on ePCR and billing systems means incidental access to protected health information, so we execute a BAA before any engagement that touches those systems. We will work from your form or supply ours. Our handling of PHI, subprocessors, and breach notification is described in the Privacy Policy.

How does after-hours escalation actually work?

Retained agencies get a direct escalation number that reaches a named engineer, not a rotating answering service. Priority-1 means an operational system is down or degraded in a way that affects a call in progress. Anything else waits for the next business morning, and we will tell you plainly which one you have.

We already have an IT vendor. Can you work alongside them?

Often that is the cleanest arrangement. Municipal IT or a general MSP keeps the desktops, email, and network; we own the public safety systems and the interfaces between them. We will agree a written boundary — who owns which system, who is called for what — before starting, so nothing lands in the gap at 3 a.m.

How do you quote, and can you work within municipal procurement?

Assessments are fixed-fee. Project work is quoted per phase against a written scope, so nothing is open-ended. Support is a monthly retainer sized to your device and interface count. We can respond to an RFP, quote against an existing contract vehicle, or invoice on your net-30 terms — tell us which route your purchasing office needs and we will follow it.

An ambulance moving through a city street between tall buildings.

Tell us what
keeps breaking.

A first call is a conversation, not a pitch. Describe the failure you keep working around and we will tell you whether it is worth an engagement — including when the answer is no.

Response time
A person replies within one business day. If it is already an outage, call rather than write.
Email
support@taclinetech.com
Phone
(833) 270-2750 · toll-free
Location
TacLine LLC · 12 Main St #1515, Brewster, NY 10509

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