Support & Enquiries
RPM operates support in three ways: our dedicated in-house support desk, on-the-road engineers and out-of-hours technicians. Depending on the assistance you need we are available 24/7/365.
The installation of your new One-Path system is conducted by qualified RPM engineers who will follow a staged process prior to the ‘go-live’ date. With One-Path Cloud, this starts with a site survey to assess your infrastructure and check that your quote meets your requirements. A pre-installation survey helps us make sure that you understand the setup of the new service before we arrive. Even then, we are on-hand to assist with any additional changes – it’s our job to make sure you enjoy a seamless setup.
The in-house RPM support desk are available on the phone or by email if you ever need to raise a fault or move/add/change request. We operate a priority banding ticket process which means major service issues are rectified within our SLAs and to meet quality assurance. Our research and development team are also on-hand to listen to customer feedback in order to help enhance our product feature set.
Installation will be managed with minimal disruption to your environment to ensure that you can maintain ‘business as usual’ whilst we move you onto the new platform. Once the installation is complete we also take end users through training sessions, as well as administrative staff who will have access to more advanced reporting and management features.
Technically nothing for us is out-of-hours, as RPM never close. We have qualified support technicians available to respond to queries even when our regional offices are closed. There are no hidden costs for us to respond to these queries, it’s all part of an inclusive monthly service agreement.