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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

What does Obsolete and Discontinued mean?

Product Obsolete: This means that the product is no longer manufactured, supplied, or distributed. For any product remaining on site, it is then acceptable to use the latest available SDS. If the product is brought back into circulation by the manufacturer, RMT will review the product's status on ChemAlert.

SDS Discontinued: This means the product is no longer classified as hazardous and the manufacturer is no longer supporting an SDS for the product.

Discontinued: This means that RMT is not currently maintaining the SDS, typically because despite repeated requests, we are unable to source an updated SDS for the product. An Alert will exist for the product outlining the reason(s) why it has been discontinued.

How do I setup user access?

ChemAlert access is maintained by Site Administrators in your company. Instructions are available in ChemAlert Help > ChemAlert Admin > Adding New Users to ChemAlert and ChemAlert Groups.

What do the ChemAlert Colour Ratings mean?

The ChemAlert Colour Rating system provides you with a visual indication of the hazard level a chemical represents for normal use.

Green rated chemicals pose a Low level of hazard for normal use
Amber rated chemicals pose a Moderate level of hazard for normal use
Red rated chemicals pose a High level of hazard for normal use.

In ChemAlert, click on the Colour Rating to display a detailed Colour Rating Guide.

What is ChemAlert Scientific Support?

During Scientific Support Hours your ChemAlert subscription gives you access to RMT’s team of experienced safety professionals, chemists, toxicologists and industrial hygienists who can provide advice on hazard awareness, chemical handling, PPE, storage, spill response, disposal, environmental considerations, etc.

We also provide clients with expert advice in areas such as:

Achieving compliance with relevant legislation;
How the GHS affects SDS, chemical labelling and reporting requirements in your workplace;
Dangerous Goods Segregation, signage and placarding requirements;
Storage, handling and biological monitoring.

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.

How much does it cost to add a product to ChemAlert?

As part of your ChemAlert subscription you receive a defined number of free new Research Report additions per year. To check how many of free additions you have left and any fees thereafter applicable, please contact your Account Manager, ChemAlert Support or phone +61 (0)8 9322 1711.

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.

How are the ChemAlert Colour Ratings determined?

SDSs are assessed independently by our team of Scientists. Each product is evaluated against parameters such as chemical ingredients, product form, potential routes of exposure, toxicity and chemical properties in order to assign an appropriate colour rating to the ChemAlert report.

The following criteria is considered when identifying the colour ratings:

Chemical ingredients
Product form (ie. solid, liquid, or gas)
Product use and nature of application (ie. paint, spray, brush or roller applied)
Potential route of exposure (ie. eye, respiratory, skin absorption, ingestion)
Inherent toxicity of chemical ingredients (ie. physiological effects – acute and chronic, carcinogenicity, mutagenicity, teratogenicity, reproductive effects – Additive and Synergistic effects are also taking into account)
Irritancy and corrosive nature (ie. mild irritation versus corrosive damage, reversible or irreversible)
Dose – Response (ie. concentration required to cause a toxic response – LD50; LCLo; TC50; TCLo, etc)
Exposure Standard (ie. Time Weighted Average – TLV; STEL; IDLH)
Chemical reactivity (ie. spontaneously explosive, radioactive, etc)
Flammability (ie. flammable, non-flammable, combustible)
Legislative requirements and Storage and transport requirements (ie. Poison Schedule classification, Dangerous Goods classification, Hazardous Substances classification).

A scale is adopted for each of these criteria. The information is then considered as to the level of hazard the product presents with handling.

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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.

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