User License (old)

  1. Ongoing use of the software

  2. Full use of the RMS self-help resource library including:

    • Knowledge base

    • Help Documents

    • Video tutorials

    • Attendance of RMS Webinars

    • Access to the customer service area of the RMS website

    • Application support from the RMS Customer Support via:

      • Live chat (RMS Website)

      • Service request from the customer service area

      • Email

      • Telephone
  3. Customer Support: Hours of operation

    All inquiries: 9.00 am until 5.00 pm in the local time zone of each Australian and New Zealand capital city Monday to Friday excluding Melbourne public holidays.ii

    Emergencies: All other times. An emergency is defined as the inability to perform mission critical functions.

  4. Response Times

    Requests for assistance are categorized into three levels of severity:

    • Emergency

      The RMS system or a mission critical component is non-functional)

      Contact will be made within 15 mins

    • UrgentĀ 

      Contact will be made within 3 working hours

    • Requiring Advice

      Contact will be made within 2 working days
  5. Application Support

    Software support includes three main areas:

    1. Maintaining the software to ensure it can operate on current environments, operating systems and hardware

    2. Implementing regular functionality and efficiency enhancements to the software

    3. Diagnosing and fixing errors discovered or caused by users through:

      (a) Directing customers to the most appropriate self-help resource

      (b) Assisting the customer to reverse errors within the application

      (c) Explaining the benefits and/or repercussions of using specific features and functions

      (d) Provide preliminary instruction on the configuration and use of features and functions
  6. Training