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.
Or you can get help here
Create a new support ticket
If you have a professional or team plan, questions about usage are subject to our fair use policy stated below.
What is a fair use policy for usage advice if I do not have a Service-level agreement (SLA)?
- 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.
Do you provide support for Mergin Maps Community edition with modified code?
No, unfortunately, we don't provide support for any modified version.
What about the support for critical bugs without an SLA?
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 support@merginmaps.com.
Can you help me to set up a deployment or fix a problem with my Community edition/Enterprise edition?
In the Community edition, we only provide assistance if you have the Ultimate SLA, whereas in the Enterprise edition, we assist with any SLA.
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