RB Support & Software Maintenance Plans
You can choose between 2 plans for supporting and maintaining your RB office:
- Standard — Regular RB support plan included free in RB subscriptions,1 whether you have RB8 Subscribe or RB8 Cloud. Can be upgraded to Premium for an additional monthly fee.
- Premium — Full-featured support plan includes a faster guaranteed response, more service options, & is required if you add custom programming to your RB system.
Support plan benefits
|Initial product installation||$250 + fee for optional data conversion|
|Telephone, live chat, fax, email & remote support||O2||O2|
|Guaranteed response||w/i 24 bus. hrs.||w/i 4 bus. hrs.|
|RB Server re-installation & database moving service
(RB8 Subscribe only. Not applicable to RB8 Cloud.)
|RB XChange Job Exchange listing||optional||optional|
|Extended service hours||X||fee-based|
O = included X = not included
- For client who purchased RB (not subscription clients), standard support costs $850/year paid annually in advance. RB8 is no longer available for purchase, but is subscription based only.
- Remote access requires a browser that allows ActiveX Controls to be installed by RB Support.
- Upgrading to a new version of software is free, but an upgrade service fee of $250 for converting data will be charged and payment due in full when invoiced.
General support plan information
As our clients’ need change and new support technologies become available, we periodically revise existing plan benefits and add new ones. Always check here for the latest benefits listing.
Most support services are only available during our regular office hours: 9 am–7pm CT, M–F, excluding holidays. Support information and news are available 24x7 on our website. Premium clients can schedule certain support services, such as program update installations, during our extended service hours for an additional fee.
All firms using RB software are required to be on a support plan. Standard support is included in all RB subscriptions. Optional RB Premium support contracts are an additional monthly fee.
You can change plans at any time. If you upgrade to Premium support, changes in services do not occur until first monthly payment is received. To change your support plan, contact us.
If you should fall into arrears on any support plan payment, OMTI will suspend your RB support. You will also no longer be able to get program updates. If you should call us for support while in arrears, we will ask for a credit card number to charge the per-incident fee before providing the requested support. If you wish to renew your support plan at a later date you will be billed for a minimum of one month’s support plus for the unsupported time as well. RB8 Cloud subscribers who fall into arrears will be unable to access their RB8 system until they pay any past due balances and set up automatic payments per our RB8 Cloud Service Agreement.
Support policies do not include:
- Training, beyond three (3) initial one-to-one remote sessions covering set-up and basics, plus what is provided online
- Hardware or third-party software maintenance and support
- Disaster recovery (except RB8 Cloud)
- Support for your network or Internet access
- Off-business-hour support, except for Premium users (fee-based, by appointment only)
- Custom programming
Initial product installation
To ensure that your RB software is installed correctly, RB Support does the initial installation during our regular office hours. We will consult with your staff and/or third-party technicians to coordinate your set-up with your work environment and schedule.
Due to the complex nature of RB’s internal structure, we do not allow clients or third parties to install RB Server themselves. You are allowed to perform your own workstation installation, but installation by RB Support is included in all RB support plans.
Users can find answers to their ReporterBase questions in several areas online:
- 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 customer portal. You can search for articles in this online database by keyword, product, most viewed or most recently posted. The KnowledgeBase covers all areas of currently-supported OMTI products, such as the Calendar and Billing modules in RB8.
- Training videos and downloadable user guides are available in the Team RB section of our website.
- Step-by-step instructions and more product information are available in the Idea Salad archives: omtiblog.com/ideasalad/.
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 OMTI Remote so they can view and control your computer while talking you through the solution.2
In addition to phone calls, you can also communicate with RB Support via email, firstname.lastname@example.org, or fax, 650-560-6550.
Included in Standard and Premium support.
You can make an appointment with OMTI 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.
If you call and leave a message, send an email or fax, OMTI’s guaranteed response time is 24 hours for Standard support clients and 4 hours for Premium clients (Priority Call-Back), during our regular office hours.
Updates are versions of ReporterBase that add new features, fix bugs, and improve usability or performance. They are included free in software maintenance contracts and are designated by the current version number and a serial decimal number (i.e., ReporterBase 8, version 8.7145).
Available in Standard and Premium support plans. Premium users who do not want to disrupt their work day can also schedule installations after our regular office hours for an additional fee. RB8 Cloud installations are automatically updated.
Upgrades are major releases of ReporterBase and are designated by a new version number (i.e., ReporterBase 9). Upgrades are included free in subscription software maintenance contracts, but an upgrade service fee of $250 for converting data will be charged and payment due in full when invoiced.
Available in RB8 subscription Standard and Premium support plans. Premium users who do not want to disrupt their work day can also schedule installations after our regular office hours for an additional fee. Upgrade releases are not included in support plans for purchased versions of RB.
RB Server re-installation & database moving services
If your server crashes, you upgrade your hardware or you decide to move your RB Server to another system, you will need to have it re-installed. If you ever have a problem with your RB database, you will need to restore it from an earlier back-up. And if you want to transfer your RB database to another computer in your system, you will need to have it moved and re-attached.
RB Server re-installation, database restoration and database moving services by RB Support during regular service hours is included in Premium support. Other RB clients can schedule re-installations during our regular office hours for a fee of $250/incident if they are on Standard support or $500/incident if they are not on support.
Premium users who do not want their work day disrupted can also schedule re-installations after our regular office hours for an additional fee.
(RB Server re-installation and database moving services do not apply to RB8 Cloud subscribers since we maintain their servers for them in the cloud.)
RB XChange Job Exchange listing
RB8 software include a feature that allows the import and export of job information. This job information file can be emailed as an attachment between RB users who are referring jobs to each other so they do not have to re-key their RB information to enter the job into their system.
To make it easier for eligible RB users to find each other across the country and beyond, we maintain a free job exchange list containing each member’s location and contact information in the customer portal.
Included as an option in Standard and Premium support. Eligible support plan clients who wish to participate must fill out and submit an application form (available through our customer portal), which specifically grants us the right to post their contact information in the RB XChange Job Exchange Group.
Extended service hours
For Premium clients who don’t want to interrupt business during the day for necessities such as installing updates or upgrading their systems, RB Support is available by appointment after our regular business hours. RB extended service hours are 7–10 pm CT, M–F, and 12–8 pm CT, Saturdays, excluding holidays.
Fee-based option in Premium support. Costs $250 for the first hour, then $125/hour after the first hour per appointment/resolution.
Not available in Standard support.
If your business processes require something, such as a report or form, that is not in RB8, we can develop a customized solution for you.
Fee-based option in Premium support. Costs a minimum of $2,000. Requires a Premium support contract and on-going payment of 20% annually of total billed amount for custom programming to maintain custom code.
Not available in Standard support.
For more information
If you would like more information about our products or services, please contact us.