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Getting Support

When you need help with RAM, there are several ways to get assistance.

In-App Help​

Help Icons​

Throughout RAM, you'll see help icons (?) next to features and fields. Click them for:

  • Brief explanations
  • Tips for using the feature
  • Links to relevant documentation

Tooltips​

Hover over (or tap on mobile) buttons and icons to see tooltips explaining what they do.

Contacting Support​

Support Menu​

Access support options from the main menu:

  1. Click Support in the navigation
  2. Choose your support option

Support Options​

OptionUse For
DocumentationSelf-service guides and tutorials
Submit TicketReport problems or ask questions
Enhancement RequestSuggest new features
Contact UsGeneral inquiries

Submitting a Support Ticket​

When something isn't working right:

Step-by-Step​

  1. Go to Support → Submit Ticket
  2. Fill out the form:

Create Ticket

FieldWhat to Enter
SubjectBrief description of the issue
CategoryType of problem (bug, question, etc.)
PriorityHow urgent (low, medium, high)
DescriptionDetailed explanation
AttachmentsScreenshots or files (optional)
  1. Click Submit

Writing Good Descriptions​

Help us help you faster by including:

What happened:

"When I click 'Add Certification', nothing happens."

What you expected:

"The certification form should open."

Steps to reproduce:

"1. Go to My Certifications 2. Click Add Certification 3. Nothing appears"

Your environment:

"Chrome on Windows 11" or "Safari on iPhone"

Attaching Screenshots​

Screenshots help tremendously:

  1. Capture the issue on your screen
  2. Click Attach File in the ticket form
  3. Upload the image

How to capture screenshots:

  • Windows: Win + Shift + S
  • Mac: Cmd + Shift + 4
  • iPhone: Side Button + Volume Up
  • Android: Power + Volume Down

Viewing Your Tickets​

Ticket History​

To see tickets you've submitted:

  1. Go to Support → My Tickets
  2. View your ticket list

My Tickets

Ticket Status​

StatusMeaning
OpenSubmitted, awaiting review
In ProgressBeing worked on
Waiting on YouWe need more information
ResolvedIssue has been fixed
ClosedTicket is complete

Adding to a Ticket​

If you have more information:

  1. Open your ticket
  2. Add a comment
  3. Attach additional files if needed
  4. Submit your update

Requesting New Features​

Have an idea to make RAM better?

Submit an Enhancement Request​

  1. Go to Support → Enhancement Requests
  2. Click Submit Request

Enhancement Request

  1. Describe your idea:

    • What feature do you want?
    • Why would it help?
    • How would you use it?

  2. Submit

Voting on Requests​

See what others have suggested:

  1. Browse existing enhancement requests
  2. Vote on ideas you support
  3. Add comments with your use case

Popular requests help us prioritize development.

Agency Administrator​

For many issues, your agency administrator can help:

When to Contact Your Admin​

  • Questions about your agency's setup
  • Permission or access issues
  • Help with agency-specific features
  • Adding certification templates
  • Enabling features

Finding Your Admin​

Your administrator's contact may be available in:

  • Agency Profile information
  • Team roster
  • Your invitation email

Self-Service Troubleshooting​

Try these before submitting a ticket:

Page Not Loading​

  1. Refresh the page (F5 or Cmd+R)
  2. Clear cache in browser settings
  3. Try another browser (Chrome, Firefox, Safari)
  4. Check internet connection

Can't Log In​

  1. Verify your email address is correct
  2. Try Forgot Password to reset
  3. Check for typos in password
  4. Clear browser cookies
  5. Try incognito/private mode

Missing Features​

  1. Ask admin if the feature is enabled
  2. Check if you have the right permissions
  3. Verify the feature exists (check documentation)

Not Receiving Emails​

  1. Check spam/junk folder
  2. Verify email address in your profile
  3. Add notifications@rescueagencymanager.com to contacts
  4. Ask admin about notification settings

Emergency Issues​

For critical problems affecting your entire agency:

High Priority Issues​

  • Cannot access RAM at all
  • Data appears missing or corrupted
  • Security concerns

What to Do​

  1. Submit a ticket marked High Priority
  2. Include "URGENT" in the subject
  3. Describe the impact on your operations
  4. Provide contact information for quick response

Feedback​

We welcome all feedback, not just problems:

Positive Feedback​

Let us know what's working well! It helps us know what to keep and improve.

General Suggestions​

Even if not a formal feature request, share your thoughts through:

  • Support tickets (category: Feedback)
  • Enhancement requests
  • Direct contact

Contact Information​

Email​

support@rescueagencymanager.com

Website​

rescueagencymanager.com/support

Documentation​

You're already here! Browse the guides in the sidebar.

Response Times​

We aim to respond to tickets within:

PriorityTarget Response
HighSame business day
Medium1-2 business days
Low2-3 business days

Response times may vary based on ticket volume and complexity.