Technical Support Policy
We are committed to providing assistance to all of our customers regarding the use of our products. Our technical support policies outline our approach and enable us to offer all of our customers the best possible service. Our mission is to support the solutions provided by our geographic software tools and guide you in their use towards solving your specific problems.
Our products are varied, and as such, the specific policies covering support for them may vary a bit but in general, support is provided only on current versions. If you are running into an issue and you think it may be the software, upgrading to the most current release is strongly encouraged. For further details please see the section that covers the product you are working with:
Geographic Calculator
The first year of the Annual Support and Update Subscription (ASUS) program is included with the initial purchase of the Geographic Calculator. This covers everything from basic “How To” type questions, to advanced analysis of specific technical problems with data you are processing within our software. Enrollment in ASUS is not intended as a substitute for formal training on the use of the software. For information on our Training program, please visit our Training page.
We will gladly explore any bug reports submitted to us. However, we require that you are working with the current version of the software and thus have a current support subscription. The reason for this is simple; we often find that the problem is not a bug in one of our products but rather a problem with data, coordinate system definitions, etc. If in the course of the investigation which can be quite lengthy and involved, it is determined a software defect exists, we will do everything possible to provide you with a workaround, a quick fix, or an update to the software as soon as possible.
Our Annual Support and Upgrade Subscription program also entitles you to all releases of the current version of Geographic Calculator at no additional cost throughout the term of the subscription. Older versions of the software cannot always be supported.
For current Terms and Conditions of Licensing Click Here.
Use our Request Technical Support Form to email our support team.
Global Mapper
Global Mapper software is supported on the current version, technical support is included with purchase. This covers everything from basic “How To” type questions, to advanced analysis of specific technical problems with data you are processing within our software. Tech support is not intended as a substitute for formal training on the use of the software. For information on our Training program, please visit our Training page.
Previous versions of the software cannot always be supported, but we will do our best to assist you though we may require that you upgrade to the current version.
For current Terms and Conditions of Licensing Click Here.
Use our Request Technical Support Form to email our support team.
GeoCore, GeoCalc, GeoTranslate, GeoTransform, and Global Mapper SDKs
We license our development tools on a per developer basis. At the initial point of development kit purchase, we ask each organization to submit one (1) authorized technical contact for each development kit that is acquired. The first year of ASUS is included with the purchase of a developer license. In the event the development kit is enrolled in our Annual Support and Update Subscription program, only the listed technical contact may submit and receive support from a Blue Marble support technician. All Global Mapper SDK customers that purchased a toolkit prior to November 2011 should contact sales prior to submitting a support request to clarify the terms of their support and distribution agreement. Email orders@bluemarblegeo.com for more information. Additional development kits and support enrollments may be acquired separately.
