Contacting Support
What’s included in Maptaskr support?
For customers with an active Maptaskr license, standard product support includes:
- Guidance on configuration and basic “how-to” questions
- Best practice recommendations for using Maptaskr
- Access to both major and minor product releases, aligned with our release cycle
- Investigation and resolution of verifiable software bugs or defects
What’s not included in Maptaskr Support?
Standard support does not cover:
- Troubleshooting issues caused by customer-modified code or configurations
- Issues resulting from improper installation or use outside documented guidelines
- Support for third-party technologies (e.g., JavaScript, browser-specific behaviour)
- Assistance with custom development, integrations, or styling (e.g., JavaScript or CSS)
Service Level Agreement (SLA)
Support subscriptions include technical support, maintenance, and regular updates, with the following SLA terms:
| Severity | Standard Support Response SLA |
|---|---|
| Severity 1 | 1 business day |
| Severity 2 | 2 business days |
| Severity 3 | 3 business days |
| Severity 4 | Best efforts |
- Severity 1 (S1) - Full outage or major disruption in a production environment, preventing all users from accessing the Maptaskr solution.
- Severity 2 (S2) - Significant performance issues or non-functioning features affecting most users.
- Severity 3 (S3) - Functional issues impacting a minority of users or features.
- Severity 4 (S4) - General usage questions, minor performance issues, or feature requests.
Maptaskr does not offer guaranteed SLAs for resolution times. Resolution timelines depend on issue complexity, severity, and business impact. Critical issues are escalated as needed to minimize impact on operations. In urgent cases, Maptaskr may provide a hotfix or interim release to resolve priority items.
How to contact Maptaskr support
Our Support Contact details, and operating hours are as per below:
- Email: support@maptaskr.com
- Support Hours: 8:00 AM – 5:00 PM (AWST), Monday to Friday
Support is delivered in line with ITIL-aligned processes, including incident and problem management, and service request handling.
Providing Feedback or Submitting Feature Requests
We welcome feedback and ideas from our customers and partners. Feature requests are reviewed for feasibility, technical complexity, and alignment with the Maptaskr product roadmap.
Please note:
- Maptaskr will assess and prioritise all requests.
- Any changes must be discussed and agreed upon with Maptaskr before being committed to stakeholders.
- While we aim to be agile and responsive, not all requests can be delivered within a specified timeframe.
Need Premium Support?
If your organisation has elevated support needs - such as faster response times, dedicated assistance, or post-go-live hypercare - Maptaskr offers premium support plans tailored to your implementation.
- To learn more, please contact us at support@maptaskr.com or speak with your Maptaskr account representative.