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RDM Frequently Asked Questions (FAQ)

RDM FAQ

We have collated a number of our frequently asked questions (FAQs) and provided answers to these below. To navigate straight to a specific category, please click the desired option below. If you have a question that isn't answered here, please feel free to Contact Us.

 

How can I find out about RDM pricing?

We cannot offer any bespoke pricing as this is dependent on several factors which have to be discussed with an account manager. We can, however, offer standard UK 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 hello@resourcedm.com.

How can I find out if the RDM product I want is in stock?

To find our stock levels, we just need your RDM part numbers and the quantity you require. Please email hello@resourcedm.com with this information and we will be happy to assist.

How do I access ActiveFMTM, Live Maps & kwheb?

ActiveFMTM 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 offers 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. Client locations are represented as coloured pins which change colour under pre-determined conditions or alarm events.

To access these solutions, use our Client Login. To reset your password, or if you have any problems logging in, please contact activefm@resourcedm.com, providing your User ID and the client you are attempting to connect to.

How can I access your software and documentation?

To access RDM documentation, please follow the below steps:

  1. Visit the ‘Documentation’ or 'Software' pages of the RDM website.
  2. If you haven’t done so already please ‘Register for a Support Account.’
  3. If you have already registered please ‘Login.’
  4. For documents, enter your controller part number or product description into the search bar and click ‘Next’. For software, select your desired category from the drop-down menu.
  5. You will then see the documentation and/or software available.

If you encounter any problems please email hello@resourcedm.com

I’m having problems with my support account. What do I do?

Correct account?

First of all, it is important to note that a support login and a client login are independent of one another. The Support Login will give you access to the documentation and software pages of the website. Client login provides access to the ActiveFM suite of solutions/products.

Account locked?

If your support account has been locked due to too many login attempts, please email hello@resourcedm.com and we will unlock your account and send a password reset link. Please have your email address at hand for easy identification.

Forgotten username/password?

If you have forgotten your username or password, please visit our forgotten password page or alternatively email hello@resourcedm.com with your full name, email address that you used to register for an account and a company name (if you included this when setting up your profile). We can then issue you with a link to reset your details.

Do you offer training?

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 GlasgowMinneapolis 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 hello@resourcedm.com or complete our enquiry form >

Do you offer servicing? Or can you recommend a partner to install and service your products?

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 >

Can older RDM controllers use your new software?

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 support@resourcedm.com.

Do RDM solutions ensure Hazard Analysis and Critical Control Points (HACCP) compliance?

RDM offer 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 temperature control solutions.

Do you have any examples of companies which have used RDM products?

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/BEMS and Refrigeration industries. You can find them in our whitepaper library.

Can I use your products with my existing equipment?

Yes, on appropriate activation, many of our HVAC, BEMS and refrigeration products have the option to communicate on open and industry protocols, including Modbus, BACnet and XML. For more information, please contact hello@resourcedm.com.

Does RDM offer any warranty on products?

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 hello@resourcedm.com.

I need help with an RDM product. How can I access technical support?

You’ve purchased an RDM solution? Congratulations! To ensure everything runs smoothly and you achieve everything you set out to do with your products, we have incredibly knowledgeable technical staff on-hand to help you with any product queries.

To get in touch, simply use 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 support@resourcedm.com or call +44 (0) 141 810 2828 (Option 2) and we will direct your question to the appropriate team member.

How can I activate features on my DMTouch?

To begin with, an order will need to be placed for activation via the RDM sales department. This can be done by calling +44 (0) 141 810 2828 (Option 1) or by emailing hello@resourcedm.com.

Afterwards, our support team will be happy to help you activate additional features on your device. Please call +44 (0) 141 810 2828 (Option 2) or start a conversation on live chat and provide your:

  • Purchase order number
  • Features that are required
  • System key

We will then provide an activation code which will enable the features.

What is the access code for my Data Manager?

To begin with, an order will need to be placed for a new code via the RDM sales department. There is a small fee involved to cover administration, processing and activation costs. Orders can be placed by calling +44 (0) 141 810 2828 (Option 1) or by emailing hello@resourcedm.com.

Our support team will then be happy to help you access your Data Manager. Please call +44 (0) 141 810 2828 (Option 2) or start a conversation on live chat and provide the following:

  • Company name/site the access code is for
  • Purchase order number
  • Panel ID for the Data Manager you would like access to

Where does RDM operate?

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 Affiliates.

You can find out more about our offices on our Contact Us page.

How can I stay up-to-date with RDM’s latest news?

We post our new products, technical blogs, product demonstrations and event invitations across our social media channels – it is definitely worth giving us a follow! 

We also send out interesting news and updates by email. These are infrequent – around one to four each month – and you can opt-out at any time. Sign-up here >

Are there are current vacancies at RDM?

We have come far from our humble beginnings in our CEO’s front room and we show no signs of slowing down. As such, we are frequently looking to recruit exceptional staff members to join our team. Search for current vacancies >

 

 

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