We are committed to providing assistance to all of our customers regarding the use of our products. Our technical support policy outlines our approach and enables us to offer all of our customers the best possible service. Our mission is to support the solutions provided by our geographic software tools and guide you in their use towards solving your specific problems.

Our Technical Support Policy

Our technical support policy defines (1) the aspects of technical support you are entitled to receive when you are enrolled in an Annual Support and Update Subscription program or when you purchase Per-Incident support for a Blue Marble product and (2) what other service options are available.

Annual Support and Update Subscriptions and Per-Instance Support

Enrollment in an Annual Support and Update Subscription program for the appropriate product (or purchase of per-incident support) is required if you have questions regarding “how to use” a Blue Marble product or if you are having a specific problem trying to accomplish a task with a Blue Marble product.

We guarantee that all of our products will operate as represented and will gladly explore any bug reports submitted to us. However, we require that you purchase either a valid Annual Support and Update Subscription or 'Per-Instance' support before the investigation begins. The reason for this is simple – we often find that the problem is not a bug in one of our products but rather a problem with a customer’s data, coordinate system definitions, etc. If, in the course of investigation, it is determined a Blue Marble software defect exists, we will refund your Annual Support and Update Subscription or Per-Incident support fee, and provide the next available maintenance release of the product to you at no extra charge.

Our Annual Support and Upgrade Subscription program also entitles you all interim and maintenance releases of the current version of the product (excluding new major releases) at no cost throughout the term of the agreement.

Special note to Development Tool customers - We license our development tools on a per developer basis. At the initial point of development kit purchase, we ask each organization to submit one (1) authorized technical contact for each development kit that is acquired. In the event the development kit is enrolled in our Annual Support and Update Subscription program, only the listed technical contact may submit and receive support from a Blue Marble support technician. Additional development kits and support enrollments may be acquired separately.

Ask an Expert

Our technical team has accumulated a tremendous degree of knowledge relating to GIS, mapping, GPS, geodesy, coordinate systems, and spatial data formats. Please contact us with any question you may have - an enrollment in an Annual Support and Update Subscription program for a product is not mandatory for quick “ask an expert" questions. However, we reserve the right to determine what constitutes a bonafide technical support request. Generally speaking, "ask an expert" requests can be answered immediately by our support team without looking into a problem in depth.

Ask an Expert!

Professional Services

An issue, question or problem that requires the implementation of functionality not presently provided by our software or issues relating to other than product use are not covered by enrollment in our Annual Support and Update Subscription program. Our Professional Services Group is available to help you with questions regarding specific issues with your data, data format, coordinate systems, geodesy, help with writing your application, or questions regarding your development language or environment.

Please contact our sales team to request price and scheduling quotes.