Frequently Asked Questions
Maptaskr Customer Support
What issues are included in Support?
For Customers who are current license holders, Maptaskr provides product support which includes;
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Configuration and basic “how-to” questions
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Best practice advice
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Access to major and minor releases (Based on product specific release cycle)
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Bugs or defects in one of the Maptaskr solutions. Bugs or defects are defined as a verifiable and reproducible software problem or error that causes a failure of an unmodified version of Maptaskr's software product(s) to operate substantially in accordance with applicable end user documentation.
What issues are excluded in Support?
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Troubleshooting of software that has been modified by the end user
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Products installed outside of accordance with the Product Documentation
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Issues with Third Party technologies (such as Javascript)
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Custom solution development or integrations
What SLA do customers get?
Support subscriptions include technical support, maintenance, and regular updates, with the following SLA terms:
Severity | Standard Support Response SLA |
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Severity 1 | 1 business day |
Severity 2 | 2 business days |
Severity 3 | 3 business days |
Severity 4 | Best efforts |
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Severity 1 (S1) - A production environment event where the Maptaskr solution is completely inoperable or inaccessible to all users and has a severe impact to business continuity.
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Severity 2 (S2) - A production environment issues with severe performance impact or features not operating as documented that impact a majority of the solution or users.
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Severity 3 (S3) - Issues with performance or features not operating as documented that impact a minority of the solution or users.
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Severity 4 (S4) - Questions of how to use Maptaskr or related to issues with performance. Inquiries may also relate to potential feature requests for the Maptaskr solution, which will be recorded, and the cases will then be closed out.
Maptaskr does not offer formal SLAs of resolution times. Resolution is dependent on the Maptaskr evaluation of issue severity, issue nature and business impact. High severity items will be escalated as required should the issue pose a risk to customers business continuity. In situations where a urgent hot fix update is required, Maptaskr will provide customers with a specific interim version update to address any items as required and agreed.
What is the best way to contact Maptaskr Support and raise an issue?
Our Support Contact details are as per below:
- Support requests submitted to support@maptaskr.com
All support is provided following ITIL based incident management, problem management and service request fulfilment processes.
What if we have general feedback or feature requests?
We love receiving feedback from our customers and partners alike, if you have any feedback, just let us know as it helps us grow and evolve the solution. All feature requests will be assessed for feasibility, complexity, and alignment to the product roadmap. All changes must be discussed and agreed with Maptaskr prior to making any commitment to customers, whilst endeavouring to be agile and customer-centric it may not be possible to accommodate every change request or make these in a specified time frame.
What if we have elevated support needs?
Maptaskr can provide Premium support options for your implementation in the need arises. Please contact us to discuss these options.
What updates are available, and how are customers notified of new releases?
Depending on the product, there are periodic major (known as Customer Releases) and minor releases that are available to customers. These contain a mixture of feature enhancements and product refinements which vary on product specific release cycle (i.e. Dynamics 365, Power Apps & Power Pages).
Major release updates
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These Customer Releases are published and available from AppSource (D365 and Power Apps only) when setting up and installing Maptaskr on a new environments. Typically, Maptaskr provides 2 major updates a year, aligning with Microsoft's Power Platform wave releases.
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For existing implementations, Maptaskr will provide release notices* of the Customer Release as and when they are available. Note: Auto notifications via the platform will be available in the future, the feature is currently in preview from Microsoft.
Installation of major updates are highly recommended to ensure the installation of Maptaskr remains stable and caters for any underlining updates to the base platforms on which it operates.
Minor releases updates
Minor releases are only available to existing customers and on request or if required to address an urgent bug fix or product update. Maptaskr will provide release notices* of the minor releases as and when they are available. Note: Minor releases are not regression tested as extensively as Customer Releases and thus may contain issues which need to be considered prior to installation.
*Release notices
Maptaskr will provide notices to appropriate customer contacts as nominated. These notices will indicate the availability of the release, release notes, instructions for deployment (if required) and access to the solution files related to the release.
We host solution files of the latest versions of our software on this website, and you can find these releases by following the links below:
What Projection types does Maptaskr natively use out of the box?
Being a web based map technology Maptaskr natively renders maps in Web Mercator WGS84 EPSG:3857 - https://epsg.io/3857
When loading layers, or rendering uploaded shapes Maptaskr converts the source projection to EPSG:3857, when displaying coordinates to the user, Maptaskr then converts the coordinates to EPSG:4326. This is due to how our base framework operates.
Maptaskr will save shape polygons to the Dataverse in EPSG:3857, but will not modify the original uploaded shape files. These are attached along with the visual representation to records without modification to ensure data integrity.