Support - RTA's Support Process

When needing assistance in guiding the system or fixing an error beyond that of Knowledge Base, contact RTA's 5-Star support team.

The following is how to submit a ticket to support and what to expect during the process:

Submitting a Ticket

Calling the Support Line

  1. Call support at (800) 279-0549 (within US) or (623) 581-2447 (Global)

  2. An RTA representative will ask for a brief summary of the issue

  3. They will create a ticket with the issue and good contact information

  4. An email will follow shortly after confirming the ticket creation

Emailing Support

  1. Send an email to

  2. Make the subject line a brief summary of the issue

  3. In the body of the email add any additional information such as if the issue is in Web or Classic RTA

  4. Include the best contact information including: name, company name, and phone number

  5. An email will follow shortly after confirming the ticket creation

RTA Help Desk

Certain files like .txt or .csv documents sent by Customer Support can only be viewed in Help Desk. Refer to Create a RTA Help Desk User to learn how setup an account

  1. Go to the RTA Help Desk Customer Portal and login

  2. Click the link for Technical Support Request

  3. Add a brief summary of the issue in the summary line

  4. Add any additional detail or information in the description (example: Found in RTA Web or RTA Classic)

  5. Optional: Add a phone number to receive a call

  6. Optional: Add a priority to the ticket (Refer To Priority Levels)

  7. Select Send

  8. An email will follow shortly after confirming the ticket creation

Working With Support

Once the ticket has been submitted, our support team will reach out via phone (or email if no number was provided). Here is what to expect when working with a customer support agent

  1. They will confirm the ticket information and ask for further details about the issue

  2. The customer support agent will assess the issue and one of the following will happen:

    1. They will give a walkthrough troubleshooting the issue or process

    2. They may ask to take over the system and fix the issue (Hosted or SAAS connection only)

    3. They need to escalate the ticket

    4. They need to look into the system deeper (may require a callback)

  3. If the issue requires follow-up, the agent will set up expectations and add notes to the ticket

  4. If the support agent requested information and has not heard back, they will reach out to check the ticket status

  5. If the issue has been resolved they will close the ticket with notes

  6. Call back or respond to the email if the ticket needs to be re-opened

Having the Support Ticket number will help the Support Team locate the ticket

Priority Levels

An issue has a priority level which indicates its importance. The currently defined priorities are listed below.

  • Blocker - System wide outage impacting all or most users

  • Critical - Partial or intermittent outage, loss of data, severe memory leak

  • Major - Major loss of function, no workaround or workaround is difficult to use

  • Minor - Minor loss of function, or other problem where easy workaround is present

  • Trivial - Cosmetic problem like misspelt words or misaligned text