Our customers with service-level agreements (SLA) get the fastest and most comprehensive support.
Support hours are counted by the minute. We are available during UK Office Hours: 09:00 to 17:00 (Central European Time) Monday to Friday excluding public holidays. All prices are VAT-exclusive. We offer 10% discount for continued service. Support tickets without an SLA are the subject of fair use policy. Support plans are valid for 1 year after the date of purchase.
If you have a professional or team plan, questions about usage are subject to our fair use policy stated below.
There’s also a community Slack channel where anyone’s welcome to come and ask for help.
Whether you’re looking to capture your first field data or connect an external GPS receiver our complete documentation has you covered.
- Enterprise edition or Team account - 3 support tickets with response time for each individual reply 2 working days.
- Professional - 2 tickets with response time 3 working days.
- Individual - all tickets are redirected to our slack community support channel.
No, unfortunately, we don't provide support for any modified version.
Generally we are giving unlimited support for reporting critical bugs (e.g. not able to start app after new release, Mergin Maps servers are down, ..), and all problems with payments. You can report at email@example.com.
In the Community edition, we only provide assistance if you have the Ultimate SLA, whereas in the Enterprise edition, we assist with any SLA.