Support and Assistance Guidelines
Assistance Guidelines
The RADb Support Staff is available to assist users with questions and technical issues related to the use of RADb. However, it is important to understand the scope of support provided.Assistance Guidelines
Scope of Support
The RADb support team is knowledgeable about the RADb system and its functions, but they are not network administrators.
The primary focus of support is to help users with RADb functionality and basic troubleshooting.
Due to limited resources, RADb staff cannot perform extensive database research on behalf of users.
Service Resources
RADb Query Tool and Portal
Designed to empower customers to perform their own research as needed.
The Query Tool allows users to access and analyze routing data directly, while the Portal provides management features for registered users.
Object Removal
If you need objects removed from the database, please follow the Object Removal Procedure.
This procedure outlines the steps and requirements for properly requesting object deletions.
Professional Services for Database Research
If you require extensive database research that goes beyond the standard support scope, RADb offers a Professional Services option.
Details
Merit can perform database research under a Professional Services Agreement.
The estimated rate is $175 per staff hour (as of April 2025).
This service is optional and separate from the standard RADb support included with your annual fee.
What Your Annual Fee Covers
Your annual fee grants you access to the RADb services and the level of support described in the https://radb.atlassian.net/wiki/pages/createpage.action?spaceKey=radb&title=Terms%20of%20Service&linkCreation=true&fromPageId=46104935
This includes assistance with RADb functionality and usage, but not in-depth data research or network administration tasks.
For more complex or detailed data analysis, consider engaging with Merit's Professional Services.
Contacting Support
For routine assistance or questions about RADb functions:
For professional services or complex inquiries that go beyond standard support, reach out to RADb Support to discuss setting up a separate agreement.