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Support

Speak directly to in-house experts located in Australia with a focus on the highest standard of support and response times.

Overview

RMT develop and support ChemAlert, FirstPriority, and Critical Insight which we deliver through Software as a Service (SaaS) in Tier IV facilities. RMT own and control the hardware we host on which is located within NEXTDC data centres, engineered and constructed to the highest global standards.

We’ve installed latest generation hardware with infrastructure redundancy that gives you high availability. We maintain a real-time replication of your data, staying within the same region but hosted in a geographically separate location, with standby equipment dedicated for disaster recovery events.

Types of Support

Scientific Support

Your ChemAlert subscription gives you access to RMT’s team of experienced safety professionals, chemists, toxicologists and industrial hygienists who can provide advice on compliance requirements, hazard awareness, chemical handling, Dangerous Goods storage and segregation, PPE, spill response, disposal, environmental considerations and more.

Technical Support

Our technical experts are located in Australia and available during support hours to answer your platform-specific questions. We focus on delivering high standards of support and response times.

To request assistance, please raise a ticket.

FAQs

Do I have to provide my SDS to a third-party service?

No. You are not required to provide your SDS to anyone other than your customers upon request. We provide the information to anyone who asks as a marketing benefit and as a way to reduce your client's total cost of ownership for acquiring and maintaining the product/s you are providing.

Why should I include my SDS in the ChemAlert Library?

There are multiple good reasons why you should actively seek to include your own SDSs in the ChemAlert Library:

Each SDS added to the library is verified by our in-house team of scientists. Any areas of concern are communicated back to you so you can improve your SDS.
ChemAlert services the largest clients in all industry sectors. All of these clients require your SDS to be present in the Library before you can supply to them.
Having your SDS present serves as a marketing opportunity when clients search for products.

What is the scope of SaaS services?

Trained in-house IT experts to support the application. 24/7/365 monitoring to maximise uptime. We perform the release installs and upgrades. We take on server hardware purchases, upgrades and maintenance. We ensure database and application maintenance is proactive. We focus on your security. We plan and test for disaster recovery and failover and we are on-hand during Technical Support Hours if you have a question or an issue.

What if I've forgotten my username and password?

Your organisation’s ChemAlert administrator can assist with resetting the password. For SaaS proxy login, the ChemAlert Support team can assist with providing or resetting the credentials.

Do I need to add SDSs for things like toner or fly spray?

Consumer products are those packed for and used by household or office consumers, in the same quantity as would be expected to be used in a household or for office work. Under most jurisdictions, consumer products are exempt from requiring an SDS or to be listed on a Hazardous Chemicals Register.

Where is the RMT SaaS?

RMT develop and support ChemAlert and First Priority which we deliver through Software as a Service (SaaS) in Tier IV facilities. RMT own and control the hardware we host on which is located within NEXTDC data centres in Australia, engineered and constructed to the highest global standards.

What is the ChemAlert library?

ChemAlert has a library with hundreds of thousands of the most up-to-date manufacturer Safety Data Sheets.

Access to the full library of Safety Data Sheets (SDSs) immediately commences with the subscription license. This ensures compliance with the regulations to provide SDS access to all employees that are potentially exposed to hazardous chemicals.

If a client requires an SDS that is not already there, we can add this to the library, usually within 24 hours of request.

RMT maintains and updates this SDS library. The SDS date is displayed in red text in the ChemAlert Stock Management module. If the SDS is out of date, this is also recorded along with any known reasons.

Users can search the library to find specific SDS and their current validity.

Why am I getting a 403 Forbidden Error message?

The Error 403 is displayed when your access is forbidden to ChemAlert. ChemAlert is secured on the internet using an external IP address and/or username and password.

403 error messages are commonly displayed when your external IP address(es) have changed or have not been added to your Managed Access List.

Common Resolutions Options:

Check that your internet is working (http://ismyinternetworking.com/);
Contact your local IT team or your company’s ChemAlert business owner to confirm you are allowed to view ChemAlert from your location.
If you believe you have received this message in error please contact ChemAlert Support.

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Raise a Ticket

Please lodge a support ticket by completing the form below. Please provide as many details as possible about your situation so we can provide fast, tailored advice.