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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 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.

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.

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.

What is the validation process of Manufacturer SDSs?

To minimise the inaccuracy of manufacturer's SDSs, RMT undertakes a rigorous process of validation against recognised national and international reference sources.

Each and every SDS is reviewed by a qualified RMT Scientific Services Advisor prior to inclusion in the ChemAlert Library.

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.

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 am I getting a 404 Page Not Found message?

The 404 error is displayed whenever someone asks for a page or web link that is not available.

Common Resolutions Options:

Check that your Internet is working (http://ismyinternetworking.com/);
Check that your ChemAlert web address/web link/URL is correct;
Add a forward trailing slash ‘/’ at the end of the web address e.g. https://chemalert.rmt.com.au/yourcompanyname/.

If you believe you have received this message in error, please contact ChemAlert Support.

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.

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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.