Onboarding and Technical Support
1. Getting you up and running with confidence
Mapscape is designed to be intuitive, efficient, and quick to learn, helping your team adopt better digital workflows with minimal disruption.
To support a smooth start, all subscriptions include onboarding tailored to your organisation type. Optional paid support is also available for additional training, troubleshooting, and workflow guidance whenever you need it.
A growing library of ‘How To’ videos is also available at: www.mapscape-userguide.co.uk
2. Included onboarding
Included onboarding helps you and your team get started with Mapscape in a structured and practical way, building confidence from day one and encouraging good workflow habits.
3. Commercial subscriptions
Micro organisations
Up to 2 named users
2.5 hours included onboarding
Medium organisations
Up to 5 named users
4 hours included onboarding
This can be split into two 2-hour sessions.
Larger organisations
More than 5 named users
6 hours included onboarding
This can be split into three 2-hour sessions or two 3-hour sessions.
4. Education and Not-for-Profit Organisations
Education and Not-for-Profit subscriptions can involve larger groups of users, so onboarding is delivered using a practical train-the-trainer approach to keep support scalable and cost-effective.
5. Included onboarding consists of:
- one 2-hour video call
- up to three named champions, such as a lecturer, supervisor, administrator, or internal lead
- support with service setup, core workflows, and guidance on helping end-users make effective use of Mapscape
Your champions can then support wider users by using the Mapscape User Guide videos and any internal notes or guidance relevant to your organisation.
6. Booking and session arrangements
Onboarding should normally be scheduled within 30 days of module purchase, at a mutually convenient time.
Sessions must not be recorded, copied, or distributed without prior written agreement from Mapscape. This helps protect customer data, security, and intellectual property.
7. Optional support and additional training
Alongside included onboarding, Mapscape offers optional paid support for organisations that would like extra help, additional training, or assistance with specific workflows.
This service is designed to be flexible, so you can request the amount of support time that suits your requirements and budget.
8. Support rate
Optional support is charged at:
£60.00 per hour
You can request as many hours of support or training as you need, depending on your budget and the level of assistance required.
9. Support can include:
- email support
- telephone support
- video or screen-share sessions
- additional user training
- workflow guidance
- help with operational questions relating to the use of Mapscape
Where appropriate, support time is measured in 15-minute blocks and logged with the date, time, and a brief description of the support provided.
10. Third-party input
Occasionally, a support question may require input from Esri Technical Support, Mapscape’s GIS team, or another agreed third party.
Where this applies, any additional cost will only be discussed and agreed in advance. Response times may also depend on the third party involved.
11. Payment, expiry, and refunds
Optional support is invoiced in advance and must be paid before booked sessions take place.
Unused support time cannot be carried over into a new subscription period and will expire at the end of the current subscription term.
Paid support is non-refundable once purchased, unless required by law.
12. What optional support covers
Optional support is available for matters such as:
- additional training for new or existing users
- refresher training sessions
- support for new starters or new cohorts
- workflow coaching
- operational questions within Mapscape’s control
- help with using Mapscape features and functions effectively
- What is not chargeable
13. The following are not deducted from paid support time:
- reproducible bugs within Mapscape’s control
- service outages within Mapscape’s control
- general access to the Mapscape User Guide and FAQs
Where a fault is confirmed within Mapscape’s control, we will investigate and address it without deducting time from your paid support allocation.
14. Support contacts for Education and Not-for-Profit Organisations
To keep support manageable for larger user groups, Education and Not-for-Profit subscriptions are supported through named contacts.
15. This means:
- up to two named support contacts may be nominated per organisation
- named champions trained during onboarding may also act as internal support leads
- support requests should be submitted by named contacts only
- end-users, such as students or trainees, should first use the Mapscape User Guide and then route questions through their organisation’s nominated contacts
This approach helps ensure support remains practical, consistent, and cost-effective.
16. How to request support
Email support
Email: support@mapscape.co.uk
Please include:
- your organisation name
- the module you are using, for example BS 5837, Tree Management, or Tree Planting
- device type, such as mobile or desktop
- operating system
- a clear description of the issue or question
- steps to reproduce the issue, where relevant
- screenshots where possible
Telephone support
Telephone: 01244 630808
Hours: Monday to Friday, 09:00 to 17:00, excluding bank and public holidays
If you reach voicemail, please leave your name, number, and a brief message, speaking slowly and clearly.
Video or screen-share support
Video support sessions can be arranged by email or phone.
Mapscape can provide Zoom as the default option, or Microsoft Teams if preferred.
Response times
We aim to provide a responsive and dependable support service. Response times may vary during busy periods or where third-party investigation is needed.
17. Typical service expectations are:
- critical defects or service outages are prioritised
- email acknowledgement within 1 working day
- standard support queries typically answered within 1 to 3 working days
- Scope of support
Optional support covers the use of Mapscape software only.
18. Support does not include:
- use of AutoCAD, or technical questions relating to DWG/DXF configuration, CAD plugins, or third-party CAD services
- operating systems beyond general compatibility guidance, including Android, iOS, or Windows
- hardware, servers, Wi-Fi, 4G or 5G connectivity, or other non-Mapscape software
- connecting third-party GPS devices via Bluetooth
- importing or maintaining open-source datasets
- onward use, editing, or manipulation of exported Excel data beyond the spreadsheets generated directly by Mapscape
Where an issue falls outside the scope of Mapscape support, we may still suggest possible next steps. However, any time spent investigating the issue may still be chargeable where applicable.
19. Security and professional conduct
For security purposes, Mapscape may verify the identity of the person requesting support and will normally provide assistance only to named subscribers or named support contacts.
Technical support is provided through email, telephone, and arranged video calls only. Mapscape does not provide technical support through text messages, WhatsApp, social media messaging, or similar informal channels.
We ask that all support interactions remain respectful and professional. Where a call or meeting becomes aggressive, abusive, or inappropriate, Mapscape may end the interaction.
Repeated incidents may result in optional support being withdrawn for the remainder of the subscription term.
20. Keeping your contact details up to date
If your organisation changes its registered support email address or telephone number, please let us know by emailing support@mapscape.co.uk
so we can maintain secure access to support.
21. Updates to this policy
Mapscape may update this page from time to time as the software and support processes continue to develop. The latest version will always be published on the Mapscape website.
Mapscape Limited
Last updated: 26 March 2026