Support

Our regular support hours are Monday–Friday, 9 a.m.–5 p.m. EST.

Support is available by email or by calling (812) 923-0910. Our goal is to respond to all email and phone messages within one business day.

Contact Us

Included for both Cloud and Onsite licenses

  • Online help and User Guide.
  • Knowledge Base with tips and frequently asked questions.
  • Support for questions about how to use RPM.
  • Support for any error messages that occur within the RPM program.
  • Unlimited email support.
  • 10 phone support incidents per year (excluding RPM Lite).
  • Remote support may be included for troubleshooting.
  • 2 upgrades per year.
  • User community forum.

RPM Cloud

  • Adding and removing RPM Cloud users as requested. Cloud user changes can be requested here.*
  • Support for RPM Cloud login issues. Support for internet connection issues NOT included.
  • Adding additional company databases.
  • We install all RPM upgrades.
  • One customer-requested remote support session per quarter (4 per year). Additional sessions available for purchase upon request.** Remote support can include training on specific RPM functionality.
  • Off-site daily backup snapshots with 7 days of history included.
  • Restoring from a snapshot from one of the previous 7 days is included.
  • Restoring individual files and/or data is NOT included but can be purchased separately.**

*Within the RPM application itself, adding users and configuring security rights are the users’ responsibility.
**Additional items available at current rates: $150/hour, billed in one-hour increments.

RPM Onsite

  • Support for installing RPM (using Access or SQL) on your network and computers.
  • Computer or network errors that impact RPM are NOT included. Your computer and network set up is outside of our control. We reserve the right to determine if an issue is caused by a possible computer or network issue at your site.
  • Customer-requested remote support sessions available for purchase upon request.* Remote support can include installing RPM upgrades or training on specific RPM functionality.
  • For RPM licenses using a SQL Server database, SQL Server installation and configuration is NOT included. This should be done by your IT department or outside IT support.
  • Any issues resulting from data input from outside of the RPM application will incur an additional cost.* 

* Additional items available at current rates: $150/hour, billed in one-hour increments.