Support
Our regular support hours are Monday-Friday 9am-5pm EST.
Support is available by email or calling (812) 923-0910. Our goal is to respond to all email and phone messages within one business day or sooner.
Included for both Cloud Service and Onsite License
- 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 Onsite).
- Remote support may be included for troubleshooting.
- 2 upgrades per year.
- User community forum.
RPM Cloud Service
- Adding and removing RPM Cloud Service users as requested. Adding users and security rights for RPM is the client’s responsibility.
- Support for RPM Cloud Service login issues. Support for internet connection issues NOT included.
- Adding additional company databases.
- RPM upgrades are installed by us.
- One customer requested remote support session per quarter/4 per year. Additional sessions available for purchase.* Remote support can include training on specific RPM functionality.
- Off-site daily backup snapshots with 7 days 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.*
* Additional items available at current rates: $150/hour, billed in one-hour increments.
RPM Onsite License
- Support for installing RPM 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.* 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.
* Additional items available at current rates: $150/hour, billed in one-hour increments.