Get Support

Submitting a ticket is the preferred route. It gets the problem into the support process where it can be assessed, prioritized, assigned, tracked, and documented.

You do not need a Support Portal account to submit a ticket. Portal access is separate and must be set up for your account before you can sign in.

If you already work with RPMC and need portal access, contact us and we can help.

Use Remote Support when an RPMC technician asks you to start a session. It is mainly for on-demand support when we need to connect to your computer.

Remote support is often the fastest practical way to begin troubleshooting. Some problems still need someone onsite, including physical hardware, cabling, installations, networking, and some diagnostic work. If that is what the problem needs, that is a valid next step. The goal is the fastest practical route back to work.

Use the email address normally associated with you or your business. You do not need to diagnose the technical cause.

Useful information includes:

• what you were trying to do
• what happened instead
• who is affected
• when it started
• an error message or screenshot when that is easy to provide

Please do not send passwords or other sensitive login credentials through an ordinary ticket.

Normal office hours are Monday through Friday, 9:00 AM to 4:30 PM, excluding holidays.

Emergency support is available 24/7. Emergency rates apply.

Submit a ticket first.

If the situation needs immediate attention, call RPMC and follow the after-hours phone prompts.

If you have already submitted an after-hours ticket and have not heard from us within 30 minutes, call the main RPMC number and follow the after-hours prompts.

Get Support is mainly for customers who already work with RPMC.

If you are new to RPMC and need help, call us or use Contact Us first. We will collect the information we need and get your account set up before support begins.