1. Introduction:
1.1 Throughout your subscription, Mapscape aims to provide a seamless and optimised software experience with a low technical support requirement.
1.2 A selection of ‘How To’ videos is accessible from: https://mapscape-userguide.co.uk/
2. Onboarding:
2.1 As part of your purchase, Mapscape provides complimentary Video Call Onboarding sessions to help get you and your team started.
3. Ongoing Customer Support:
3.1 Throughout your subscription, Mapscape provides:
3.1.1 No charge help desk customer support for general operational questions.
3.1.2 For Mapscape users who have come through the Esri Educational UK learning offer, we provide an introductory staff training session via Zoom and complimentary operational customer support throughout the Esri Educational subscription.
3.2 We only provide customer support to staff members of the Educational establishment.
3.5 Onboarding sessions and Customer Support are available between the hours of 9.00am – 5.00pm Mon – Fri (Excluding Bank Holidays).
5. Telephone Support:
5.1 Is available by phoning: =44 (0)1244 630808 during the hours of 9.00am – 5.00pm (Monday to Friday, excluding Bank and Public Holidays).
5.2 If the call goes to the answering machine, please leave your name, contact details and a brief message. Mapscape will contact you as soon as possible.
5.3 Before telephoning the support number, please ensure you are located within an area having a strong 4G signal on the Mapscape Mobile App and/or an internet connection on the Mapscape Desktop App.
6. Email Support:
6.2 For email support, we recommend that the Client include screenshots and provide a detailed description of the question(s). This will enable our support team to answer your question as quickly as possible.
6.3 Email your support question to support@mapscape.co.uk. We will acknowledge your message and endeavour to answer your question as soon as reasonably possible.
7. Video Support:
7.1 To book a Video call, email or phone the office to arrange a date and time. We will then send you a Zoom (Default) or Teams invite.
8. Limitations:
8.1 Customer Support does not include anything not relating to your use of the Mapscape software.
8.2 For the avoidance of doubt, Customer Support does not include support in connection with:
- Use of AutoCAD or technical questions involving DWG or DXF site plan use or configuration.
- Use of Android, iOS, or Windows operating systems.
- Any other considered non-Mapscape-related issue at the sole discretion of the Mapscape Technical Support agent (including any other software, hardware, server, or 4G connectivity issues).
- Connecting 3rd-party GPS devices via Bluetooth.
8.3 We will notify you when your onboarding has approximately 30 minutes remaining.
9. Before contacting Customer Support:
8.1 Before contacting Customer Support, we first recommend:
- Ensure that you are following the system requirements.
- Check the FAQ page
Visit the Mapscape https://mapscape-userguide.co.uk/
9. General:
9.1 When telephoning Customer Support, please ensure you are within the UK or Ireland and your number is visible.
9.2 As part of our security, we do not answer withheld numbers, international or unrecognisable or numbers not associated with a named subscriber to Mapscape services.
9.3 Mapscape Customer Support does not reply to voice text and/or text messages, or other social media messaging services.
9.4 Customer Support does not and will not accept/tolerate any aggressive or argumentative behaviour. In such circumstances, Mapscape reserves the right to terminate the call.
9.5 Any further incident may result in optional support being removed for the remainder of the subscription.
9.6 If you change the telephone number or email address you registered with at any point, either as the customer or the named user(s), you must email Mapscape at support@mapscape.co.uk with the new details.
9.7 Customer Support may be reduced for reasons beyond our control, but every reasonable effort will be made to reinstate and maintain the service as quickly as possible.
9.8 If, for whatever reason, we are unable to answer your support question, we may need to investigate the matter and will get back to you as soon as an answer is available. This may involve contacting ESRI or our development team, where we cannot provide an exact timeframe for their answer. It may also involve the Client providing additional information if requested.
9.9 Where possible, and to speed up the support process, please email us a screenshot(s) with a description of the issue so we can analyse it.
9.10 Where necessary, we will request a Zoom invite and ask that you share your screen and explain the technical support issue.
9.11 We reserve the right to alter these customer support provisions without notice from time to time as the software evolves.
Updated: 01st May 2025