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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 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.

Do I need to use the SDS from my supplier?

You are required to have the SDS for the specific product you use. The supplier details on the SDS should match the supplier details on the label of the product.

A ChemAlert report does not replace an SDS, it is an independent verification which is vital given the known error rate of SDS content:

Instant visual indicators such as colour ratings, PPE icons, pictograms and DG diamonds
Standardised formatting
Translations into other languages
Customisability to include sections that are important to you
Additional product research by a team of qualified Scientists.

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.

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.

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 environments does ChemAlert support?

ChemAlert SaaS is supported based on web browser type rather than specific client operating environment.

Web browsers:

Chrome
Firefox
Safari
Microsoft Edge

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.

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.

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