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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

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 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.

What is ChemAlert's SDS updating procedure?

Once an SDS is in the ChemAlert Library, RMT will take all reasonable measures to ensure that its currency is maintained. Each updated SDS is reviewed and validated by our qualified scientific team. There are five ways we ensure the ChemAlert Library is the most current and up to date library of Safety Data Sheets in market:

We automate the acquisition of updated Safety Data Sheets (SDSs) from the suppliers that publish them on their website.
Any SDS nearing five years since last review is identified, and our dedicated team of SDS Administrators will then attempt to source an updated SDS directly from the manufacturer by email or phone. If the manufacturer does not yet have an update, they will be asked to proactively notify RMT when it is available.
We have a strong relationship with many suppliers who proactively send us their Safety Data Sheets (SDSs) and value the independent review of our RMT scientists perform, advising them on improvements to the Safety Data Sheet.
We author SDSs on behalf of thousands of manufacturers and in the process of updating their SDS documents, ChemAlert users get instant updates.
Client feedback. If you receive an SDS that is more current than the one on ChemAlert, please forward it to our Support team by email or through the UPLOAD functionality in ChemAlert on the Product Details screen (Reports/Labels > Manufacturer SDS > Enquiry)

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 can't I download batch reports?

The files are likely being blocked by the web browser and the web browser may need to be configured to allow the multiple downloads.

Will ChemAlert tell me when an SDS is updated?

Yes. A notification of an update to an SDS or a significant product classification change will be displayed on your ChemAlert homescreen. You can also receive a notification email of any changes.

You can modify your Interest Profile rules for notifications through the User Preferences page or via the Stock Location Properties page.

What is a Product Alert?

A Product Alert is a message from the Scientist who reviewed the Safety Data Sheet when it was added or updated on ChemAlert. Alerts are used to advise end users of potential issues with the SDS or explain significant discrepancies between the SDS and the ChemAlert Research Report.

How is first aid information allocated to ChemAlert reports?

The first aid information displayed on the majority of ChemAlert Research Reports is taken from the “Standard Statements” guide, Part 1 of Appendix E of the SUSMP. Click here to view the latest Poison Standard.

Certain chemicals require specific first aid advice. The toxicological properties, health effects and subsequent first aid treatment of these chemicals are researched using scientific, peer reviewed sources such as:

RTECS – Registry of Toxic Effects of Chemical Substances, compiled by the National Institute for Occupational Safety and Health of the U.S. Department of Health and Human Services;
HSDB – Hazardous Substances Data Bank, compiled by the National Library of Medicine, an agency of the U.S. Department of Health and Human Services. Reprotox – information system developed by the Reproductive Toxicology Center for Clinicians, Scientists and Government Agencies;
Reprotox – information system developed by the Reproductive Toxicology Center for Clinicians, Scientists and Government Agencies;
Martindale – The Complete Drug Reference – Monographs, prepared by the editorial staff of the Royal Pharmaceutical Society of Great Britain.

An example of a chemical which requires specific first aid instructions is hydrofluoric acid. Due to the nature of this chemical, there are very specific first aid instructions which must be adhered to in the event of an accident.

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