How to reach us
| Channel | Details |
|---|---|
| support@rationarium.org — monitored during business hours | |
| Business hours | Monday–Friday, 9 AM – 5 PM Eastern Time |
| Slack | Public support channel for general questions; private channel available on request |
| Emergency | For service outages outside business hours, email support@ with “URGENT” in the subject line. We monitor for critical alerts around the clock. |
What to expect
- Initial response within one business day for non-urgent requests
- Critical issues (service outage, data loss) escalated immediately with updates until resolution
- Scheduled maintenance communicated at least 7 days in advance
- Post-incident reports delivered within 5 business days of any significant event
Support model
Rationarium uses a local-admin-first support model that keeps your institution’s instructors and students close to a trained point of contact while routing complex issues to us efficiently.
- Instructors and students report issues to their institution’s designated WeBWorK administrator.
- Your local admin — trained during onboarding — resolves first-line questions.
- Your designated point of contact escalates unresolved issues to Rationarium.
- Our support team responds via email and the shared Slack support channel.
This model keeps support responsive for your community while ensuring one institutional voice reaches us.
Status page
Monitor the health of your WeBWorK instance in real time at status.rationarium.org.
Uptime checks run every 30 seconds against every customer instance. If something is down, we usually know before you do.
Documentation and self-service
- Full documentation: rationarium.org/documentation
- WeBWorK community documentation: webwork.maa.org/wiki
- Open Problem Library: webwork.maa.org/wiki/National_Problem_Library
- Community forums: webwork.maa.org/moodle