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Site Updated  09/19/07 

 

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Click for The RDA Support Guide

When you receive a  license for RDA products you also receive 30 years of support experience in the nonprofit financial software and hardware arena. We provide several levels of technical support via:

  • Telephone
  • Email
  • Fax
  • CyberSupport (For more information on CyberSupport, click the CyberSupport button on the left)

We use a callback system that works as follows: 

  1. You telephone, email, fax or "CyberSupport" RDA with a support request. Please supply the following information:

    • Contact 

      • Name

      • Telephone Number

    • Company 

      • Name

      • Address

      • Telephone Number

      • Current Email Address        (Required in order to receive acknowledgement from RDA)

    • Software Module

      • Name

      • Installation Date                 (Required for logging call)

      • Compile Date                     (Required for logging call)

    • Detailed explanation of your support issue

  2. Technical Support receives the information and enters a call ticket complete with the information you provided.

  3. Technical Support acknowledges receipt of your call with a reply email stating your call information and a ticket number. Verify the information and make note of the ticket number.

  4. NOTE: After sending a support request if you do not receive an email acknowledgement within 20 minutes, please follow-up with a phone call, email or fax to Customer Support to confirm receipt of the request.

  5. Technical Support places your call in the queue for a callback based on your level of support and available support representative.  You may be asked to send your VNC session.

  6. The answer to your request will be sent to you by phone, fax, or email. Be sure to check your email regularly. 

  7. Once resolved, the call ticket is marked as complete. 

Call back time depends on where your call is in the queue and your selected level of support. We are confident that our system ensures the most efficient and satisfactory handling of all support calls.

Key Features

  • VNC Support
  • Announcements
  • Knowledge Base
  • CyberSupport
  • Multiple means of communicating support needs
  • Toll Free Calls 
  • Callback System
  • Customized Levels of Support

Technical Support Levels 

 

Levels

Feature

I

II

III

IV

V

Single

Internet Knowledge Based

Y

Y

Y

Y

Y

Y

Program Updates

Y

Y

Y

Y

Y

N

FED/ST Reporting Requirements

Y

Y

Y

Y

Y

N

Number of Authorized Contacts

1

2

2

2

2

1

Email Support

Y

Y

Y

Y

Y

Y

Telephone Support

N

Y

Y

Y

Y

Y

Number of Incidents (U=Unlimited)

5

U

U

U

U

1

Hours of Support (EST)

M-F 8-6

24/7

M-F 8-6

Response Time in Hours

24

5

3

1

1

24

Report of Findings in Hours

72

36

24

5

3

72

Pager

N

N

N

N

Y

N

Assigned Engineer

N

N

N

N

Y

N

             


Note Regarding Unsupported Hardware:

Licensee understands and agrees that the application may not function with certain hardware systems and components. Such hardware is unsupported hardware. RDA shall have no obligation to provide support for any system that is or that includes unsupported hardware. Click here to view a list of RDA Supported Hardware. RDA SUPPORTED HARDWARE

"We support our products with dedication and commitment." 

Downloads: ftp.rdasys.com

Email Suggestions / Comments to Technical Support Manager: Technical Support Manager

 

 

 

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Last modified: September 19, 2007