The following document outlines the scope and limitation of support for each product that GetOneMap.com offers. Because our service by nature relies on a combination of a customer-supplied Website and our OneMap software (the “Service”) it is important to define what is supported by OneMap and what is the responsibility of the customer and/or third-party software vendors.
Wherever possible, OneMap staff make every effort to support our customers. We have an extensive FAQ, Documentation library and User Manual that should address the most common issues that are directly supported by us. We strongly encourage our customers to use these extensive resources to not only seek support, but also to become more familiar with our product and the extent of our support.
We do encourage you to open a support request by contacting us, even if you feel your issue might not be covered by our Statement of Support.
Provided the customer has a monthly or yearly subscription enabled through our Standard Service, the following are supported and not supported:
Supported
- Customer understanding of the Service, its settings and use.
- Guidance on implementation and how to best use OneMap
- Basic troubleshooting, and configuration assistance
- Upgrades, including major and minor releases
Not Supported
- Customer Website issues, use or editing. We make every effort to ensure our software is 100% compatible with all Web sites. However, some Web sites can have existing problems that may interfere with, obscure, hide, change or disable the Service. These issues our outside of our control and best supported by your Webmaster.
- Operating the software on your behalf. General use of the software, including importing data, changing or adding locations and changing settings is your responsibility. We will be available to help you use and understand our software; but we stop short of doing the work for you.
- Internet Training. We do not provide training or educational services regarding basic operation of Internet technology and concepts. It is expected that you will have a basic understanding of Internet concepts such as hyperlinks, email, and adding or updating pages on your Website.
- Customer Scripts and Applications. Due to the quantity and ever-changing complexity of internet software, it simply isn’t feasible for us to know the details of how all the applications you’re running work. You are fully responsible for the installation and correct operation of any and all scripts and applications. We will not troubleshoot or provide any support relating to malfunctioning scripts or applications on your Website. This is a policy that we must strictly adhere to.
- SSL configuration and Site Security. We do not support the installation, configuration or troubleshooting of SSL certificates on your Website.
Items outside our scope of support are generally handled on a contract basis directly with OneMap or through our development partners.
Should the customer have a customized version of our software, Standard Service support will not be applied without a service contract, or the customer will be subjected to OneMap’s hourly rates of $150-$300 per hour, depending on the priority level for technical assistance. Biweekly to monthly updates are typically required for regular support. Refer to your service contract for more information or contact us to open a support ticket.
Contact Methods
Contact us to open a support ticket or email us directly, using the following format:
Email us at:
support@getonemap.com
Subject:
Request for Support: OneMap App [Version Here] [PRIORITY LEVEL]
Body:
- Provide sufficient documentation to explain said error(s), including screenshots and details of the issue, the hardware (e.g. Desktop PC), software (e.g. Windows 10, Chrome version 64.0.3282.186), and time frame in which the error occurred.
- Provide sufficient detail for the development team to reproduce the error or demonstrate the occurrence of the error.
- If video is necessary to demonstrate the issue, please include a link to the video.
Priority Levels
- PRIORITY 1: Critical issue, functionality has completely failed (affects usability).
- PRIORITY 2: Significant issue, functionality is failing on multiple sections (affects usability).
- PRIORITY 3: Minor issue, generally operational but there are minor errors (may not affect usability).
- PRIORITY 4: Low / Informational. Submitting a request or general observations (does not affect usability).