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    RL Solutions' new online support center

    With RL:SOS, we aim to provide you with a world-class online support experience. RL:SOS gives you the power to access various self-help features so you can:

    • Find answers to your questions quickly and easily, when you need them.
    • Submit issues and enhancement requests through an online ticketing system and easily communicate with the RL Solutions support team on the status of your open tickets.
    • Give us feedback on how we are doing and the usefulness of the materials provided in the support center.
    • Easily download RL Solutions software user guides and other documentation.
    • Conveniently download the latest software updates, including learning guides and other materials to help you learn about the new version.

  • RL:SOS Features

    Available now!
    • Troubleshooter – A self-help wizard to guide you in finding answers to your questions.
    • Knowledgebase – Fully searchable questions & answers that will grow daily as we respond to questions and tickets.
    • Downloads & documentation – Easy to search and preview downloads area for user guides, other documentation as well as updates to the RL Solutions software.
    • Enhanced search capabilities to find what you are looking for faster and easier.
    • Email subscriptions notify you when an update to a document is posted to the downloads area.
    • Rate your satisfaction with tickets and articles so you can tell us how we are doing in real time

    Coming soon! (Late 2010-early 2011):

    • Forums for clients to network and share ideas and information.
    • Surveys to gather more information about your satisfaction with our products and services
    • Web chat to provide remote assistance via RL:SOS.
    • And more!

    New Ticketing System

    One of the most exciting features of RL:SOS is our new ticketing system. You can still submit support tickets directly to RL Solutions but RL:SOS has improved tracking. This keeps you up-to-date on the status of your tickets and lets you easily communicate with RL Solutions support staff through the actual ticket.

    With RL:SOS, we had to make the tough call whether or not to convert the thousands of historical tickets in our old support system. Since RL:SOS is so superior and it is set up very differently to improve our workflow, we decided not to convert the old data. So, we will be starting fresh in RL:SOS.


    Have an active ticket?

    If you have an active ticket that our technical support team is currently working on, we will enter it into RL:SOS along with any open delivery tickets for updates and installations. Moving tickets over to RL:SOS may take a few days, so don’t worry if you don’t see yours immediately after we go launch the new website on July 22nd . All other tickets, including closed tickets, will remain in the old system.

     

    Enhancement requests

    Our Product Management team still has access to the old system, including previously submitted enhancement requests, but encourages you to enter any enhancement requests that you feel strongly about into RL:SOS. This will allow you to provide us with more details on the request and why it is important to you, as well as give you a chance to check out the new ticketing system.

     

    For a listing of all of your open tickets in the old system, you can contact us at support@rl-solutions.com. We will email you a listing as soon as possible. As we expect many clients to take us upon this offer, please be patient; we will handle each request on a first-come, first-served basis.

  • Login to RL:SOS

     

    Want to submit a support issue? Looking for answers to frequently asked questions? Want to download the latest documentation or software version?

     

    Login to RL:SOS >

      

    How to Login

    When you login, you will be prompted to enter your user ID and password.

     

    • For clients who were already registered in our client database, we sent you a separate email notification of your new login to RL:SOS.
    • If you are new to RL Solutions, you can request a login to RL:SOS (as of July 23rd) from the login page; you will receive confirmation within 1 business day.

    Once you've logged into RL:SOS, be sure to go to the “My Support” tab to update your profile. All clients who update their profile or create a new profile before September 30, 2010 will be entered into a draw to win an iPad!

     

    And be sure to check back regularly as we will continue to run exciting contests throughout  2010.