ANSWERS TO QUESTIONS MOST COMMONLY ASKED BY OUR CUSTOMERS
We have collated a number of our frequently asked questions (FAQs) and provided answers to these below. If you have a question that isn't answered here, please contact us and we will aim to answer it as quickly as possible.
Our company statement and updates on stock, contingency planning, training and more can be found on our COVID-19 Update page.
We have a number of office locations across the world:
- Group Head Office: Glasgow, Scotland
- RDM USA: Minneapolis, Minnesota
- RDM Asia: Selangor, Malaysia
- RDM Australia: Tullamarine, Victoria
- RDM New Zealand: Sylvia Park, Auckland
- RDM Nordic: Askim, Sweden
We also have a number of Distributors and Partners.
You can find out more about our offices on our Contact Us page.
Pricing is dependent on several factors, including country and customer type. Therefore we do not publish a standard price list. We can, however, offer standard list pricing upon receipt of RDM part numbers. To find out our standard list prices, or to be put in touch with an Account Manager, please email firstname.lastname@example.org.
To find our stock levels, we just need your RDM part numbers and the quantity you require. Please email email@example.com with this information and we will be happy to assist.
We have plenty of case studies which show the success found by companies who use RDM products. These projects cover a number of industries worldwide. Read our case studies >
We also have a number of whitepapers which explore interesting topics within the HVAC/BMS and refrigeration industries. You can find them in our whitepaper library.
Yes, on appropriate activation, many of our HVAC, BMS and refrigeration products have the option to communicate on open and industry protocols, including Modbus, BACnet and XML. For more information, please contact firstname.lastname@example.org.
To access RDM documentation, please follow the below steps:
- Visit the ‘Documentation’ or 'Software' pages of the RDM website.
- If you haven’t done so already please ‘Register' for a Support Account.
- If you have already registered please ‘Sign In.’
- On the documentation page, filters to our most popular products are located on the right-hand side of the page. Alternatively to search for specific part numbers, please use the search field or filter documents by type i.e. user manual, installation guide etc.
- For software, simply filter the available software by the product type.
- If you encounter any problems please email email@example.com
We want our customers to fully understand how to install and use our high-quality and feature-packed products. We, therefore, offer free training courses to our customers at dedicated facilities in Glasgow, Minneapolis and Selangor (Malaysia). Covering a range of topics such as energy monitoring and reduction, networking and heating, ventilation and air conditioning applications.
Our training programmes are tailored on a customer-by-customer basis, and will typically last one to three days, dependent on your needs. We do however require a minimum of three individuals to participate in our free training. It is possible to offer training sessions at company premises but these incur additional terms and costs.
- To discuss your requirements and/or to arrange training please contact us at firstname.lastname@example.org
ActiveFM™ is our award-winning enterprise remote monitoring software solution.
Kwheb™ is a cloud-based energy management software platform which gathers information from site metering equipment and aggregates the information into a single web dashboard.
Live Maps provides access to the status of your estate using real-time, interactive data, and easy-to-use map application with no specific software required other than a web browser.
To access these solutions, use the ActiveFM Login button, which can be found at the top right-hand corner of the RDM website. To reset your password, or if you have any problems logging in, please contact email@example.com, providing your User ID and the client you are attempting to connect to.
First of all, it is important to note that a Support Login and a FM Login are independent of one another. Support Login will give you access to free customer resources including documentation and software. FM Login provides access to the paid for ActiveFM suite of solutions/products.
Account locked or forgotten password?
If your support account has been locked due to too many login attempts, you can reset your password.
Your username is the email address you used to register your account.
Yes - we design our products with reliability and longevity in mind, and we're so confident that many are backed with a five-year warranty as standard. To find out whether a specific product qualifies contact firstname.lastname@example.org.
To ensure everything runs smoothly and that you achieve everything you set out to do with your products, we have incredibly knowledgeable technical staff on-hand to help you with any technical queries.
Get in touch, via our online support ticket system, where you have visibility over responses and the progress of your query. Alternatively, start a conversation using our live chat system, email email@example.com and we will direct your question to the appropriate team member.
To obtain a DMTouch access code, an order will need to be placed for a new code via the RDM sales department. A nominal fee will be applied to cover administration, processing and activation costs. Orders can be placed by emailing firstname.lastname@example.org.
Our support team will then be happy to help you access your Data Manager. Before contacting support please ensure that you have:
- Company name/site the access code is for
- Purchase order number
- Panel ID for the Data Manager you would like access to
To activate some software features on a DMTouch or Intuitive Controller, an order will need to be placed for activation via the RDM sales department. This can be done by emailing email@example.com. Your order will then be passed to the relevant country and team.
Afterwards, our support team will be happy to help you activate additional features on your device. Before contacting Support please ensure that you have your:
- Purchase order number
- Features that are required
- System key
We will then provide an activation code that will enable the features.
In many instances, the software existing within RDM controllers can be updated to enable customers to access the latest features and functions. For more information on specific products, please contact firstname.lastname@example.org.
RDM offers market-leading electronic temperature, refrigeration, and HVAC controls, helping ensure you meet today’s strict temperature requirements. Our solutions help avoid fluctuating food temperature and costly safety risks – offering complete HACCP compliance. We know, when it comes to consumer health and safety, it’s important to get it right. Have a look through our tried and tested products for Compliance solutions.
We do not offer servicing on our products however we work with a variety of third-party support providers for system design, commissioning, product servicing, software services, and installation across all market sectors. These support providers have all been carefully vetted to ensure they offer best-in-class service.
On our website, we have a tool which allows you to find an RDM certified partner in your area and market sector. Search for an RDM certified partner >
GET IN TOUCH
Contact one of our worldwide Technical Sales or Support Teams