Online Support Portal
The Online Support Portal allows you to log, view and update any support issues you have raised with us. It also contains a library of knowledge articles and solutions to many common problems. It can be accessed by clicking here or by entering www.rmap.com.au/support into the address bar of your internet browser.
The portal requires a username and password, which is available for any customer with a valid support agreement with us. If you have not received your username and password, then please email support@rmap.com.au and provide us with the following information:
- first and last name
- establishment name and address
- contact telephone number
- email address
This information is required to ensure that we register you against the correct establishment in our systems. We will then verify your support agreement and send you an email with your Online Support username and password.
Maze - Help Desk Services
Our Help Desk Service provides telephone and email assistance for all Maze clients on current contracts.
To contact the Maze Help Desk please:
- email details of your problem to support@rmap.com.au with attached formats, if relevant
- phone the dedicated Help Desk line on 1300 550 062 or
- fax the dedicated support fax on (08) 6466 2990
Calling the Help Desk line will give you direct contact to the Help Desk staff. At peak times, when Help Desk staff are busy attending other calls, you may be directed to a voice message and asked to leave your details. If you have a critical payroll issue, or your site is non-operational, you will be directed to an emergency help desk engineer. This will ensure that urgent calls are given the highest priority.
The Help Desk Service is available weekdays, excluding National Public Holidays from 6.30am-4.30pm (WST)/8.30am-6.30pm (EST). Calls within Australia will be charged at local call rates.
Maze - Updates, Release Notices & Technical Documentation
To access updates, release notices and technical documentation regarding Maze, please click on the following links:
Maze Application Layer Updates
Maze SP2 Updates
Maze 9 Updates
Maze CEOWA Updates
Maze User Documentation
eMaze
System Requirements
Maze VS2a Technical Documentation
Maze 9 Technical Documentation
Maze - User Forum
We have a Maze User Community Forum where we collect ideas which clients are able to vote and comment on. You can also submit your own suggestions and have the rest of the Maze community vote for them.
It also includes a forum for general discussion on topics of interest. We hope that you will participate and benefit! To visit the site, go to www.mazeforum.com.
Help Desk Reporting Service (HDRS)
The Help Desk Reporting Service (HDRS) is an error reporting service that is incorporated into the following RM products:
- Maze & Geni v8.21 (Service Pack 2 and above)
- eMaze v1.0 and above
- Application Layer Update Utility (ALUU) v2.0 and above
- Database Manager v8.21 and above
- Password Manager v8.21 and above.
The system allows users of these applications to submit a Problem Report or Support Requests to one or more Licensor's Help Desks. Information is collected as supplied by the user of the software and also includes information about the user's machine(s) and software, including server systems connected to RM products and your product's license details. This may include private information.
The information collected is processed at our public webserver and then sent to your registered Help Desk(s) and connected to their respective tracking and workflow systems. This information is collected in order to provide support services and for statistical purposes in order to assist RM to troubleshoot and resolve program errors proactively. The information is kept private and confidential in accordance with our privacy policy. For further details about the HDRS please refer to your product's End User License Agreement (EULA).
Integris - Help Desk Services
The contact details for the Integris Help Desk are:
- DET WA (SIS Support): 08 9264 5555
The Help Desk is available weekdays (excluding Australian National Public Holidays) as follows: Monday - Friday 7.30am - 5.00pm (WST)
- DET NT (SAMS Support): 1800 767 267
The Help Desk is available weekdays (excluding Australian National Public Holidays) as follows: Monday - Friday 7.30am - 4.30pm (CST Time)
The Help Desk is available weekdays (excluding NZ National Public Holidays as follows: Monday - Friday 9.00am - 2.00pm (NZ Time). (If you phone outside these times a message will be taken and you will be called back by Help Desk).
We offer an Emergency Support Number weekdays (excluding Australian National Public Holidays) from 2.00pm - 8.00pm (NZ Time): +61 8 6466 2608.
Teaching and Learning - Help Desk Services
The contact details for the Training and Learning Help Desk are:
The Help Desk is available weekdays (excluding Australian National Public Holidays) from 6.30am - 4.30pm (WST)/ 8.30am - 6.30pm (EST). Calls within Australia are charged at local call rates.