Requesting Support Services
Hours of Operation
Our hours of operation are 8 A.M. until 6:30 P.M. Eastern, Monday – Friday with the exception of Federal Holidays. Support requests may be submitted outside of these hours of operation but will be processed on the next business day.
Methods for Requesting Support
Support services may be requested by either emailing miphelp@mapmodteam.com or by placing a telephone call to 877-FEMA-MAP.
Either method results in the creation of a support ticket which will be used to track your request until completion. Upon ticket creation you will be sent a confirmation email from miphelp@mapmodteam.com which contains a summary and description of the request, as well as an ID number for the corresponding support ticket that will be used to track the request until complete.
Emailing for Support
You can submit your support requests to the MIP User Care team by sending an email to miphelp@mapmodteam.com.
When submitting requests via email please include the following information:
- First and last name
- Telephone number
- A summary of the problem or request in the subject field
- Detailed description of problem or service request in the body of the email
In addition to the general information listed above, and in an effort to increase the speed in which your request can be resolved, please include the following information where applicable:
- User ID
- DFIRM ID
- JTX job ID
- Server Number
- FEMA Case Number
- Steps to re-create the issue
- Filenames and complete paths
- WISE Module in use
- Current step in the workflow
Sending an email to miphelp@mapmodteam.com will result in the automatic creation of a support ticket that will be used to track your request until completed.
The MIP User Care Team will attempt to resolve requests in the absence of required information but can not guarantee prompt resolution unless complete information is provided.
Telephone Support (1-877-FEMA-MAP)
If you choose to call for support you will be prompted by an automated call distribution system. The initial system prompt will state "for questions regarding Letters of Map Amendment, LOMAs, or all other flood map related questions press 1, for technical questions with the MIP or hazards.fema.gov website press 2." You can access an MIP User Care Technical Support Specialist by selecting option 2 from this menu. After selecting option 2 your call will be routed to the call queue for the next available Technical Support Specialist.
The Technical Support Specialist will gather the information needed to satisfy your request and generate a support ticket on your behalf.
