Support plan benefits

• Online support  

  Users can find answers to their ReporterBase questions in several areas online:

  • User Guides are included in RB9 and RB Lite with a Help button on every screen that opens the guide to the relevant section. You can also download User Guides on the Downloads page.
  • The OMTI KnowledgeBase contains information on product releases, answers to frequently asked questions (FAQs) and step-by-step solutions to common operational and software problems. It is available in the Help module in RB. You can find articles in this online database grouped by module.
  • Training videos, step-by-step instructions, cheat sheets, and downloadable user guides are available in the Help Center.
  • Support tickets in the Report Issues function in RB can be used to report program bugs or other problems in RB products to the support team. These tickets create a thread where you can communicate with the team until your issue is resolved. The thread becomes your paper trail of what was said and what steps were taken. You can re-open an issue at any time.
  • More instructions and product information are available in the Idea Salad archives.
  • Find out what every function in RB9 and RB Lite can do on the RB9 Primer site.
• Telephone, live chat, fax, email & remote support  

  Our support staff is available during our regular office hours to provide support in several ways. If you can’t find the answer you need in online support, call RB Support or connect with them via live chat on our website for a direct answer.

  Sometimes, it’s easier to solve a problem by accessing your computer remotely. In those cases, RB Support will ask you to turn on Team Viewer so they can view and control your computer while talking you through the solution.

  You can also communicate with RB Support via email or fax.

• Scheduled call-backs  

  You can make an appointment with RB Support for a time during support hours that is convenient to you for one of our support technicians to call you back to help resolve an RB issue or learn how to use RB better.

• Guaranteed response w/i 24 business hours  

  If you call and leave a message, send an email or fax, OMTI’s guaranteed response time is 24 hours during our regular office hours.

• Update releases  

  Updates are versions of ReporterBase that add new features, fix bugs, and improve usability or performance. They are included free in RB support, automatically installed in RB9 and RB Lite, and are designated by the current version number and a serial decimal number (i.e., ReporterBase 9, version 9.7145).

• Upgrade releases  

  Upgrades are major releases of ReporterBase and are designated by a new version number (i.e., ReporterBase 9). Upgrades are included free in RB9 and RB Lite contracts, but an upgrade service fee for converting data may be charged and payment due in full when invoiced. See the Pricing Guide for more information.

• Optional job exchange listing  

  To make it easier for RB users to find each other across the country and beyond, we maintain a free job exchange list containing each participating member’s location and contact information inside RB.

  Included as an option in RB support. RB clients who wish to participate must enroll in RB Network through the Setup module in RB, which specifically grants us the right to post their contact information in the network for other RB users to see.