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Technical Support Policy

Last Updated: August 18, 2026

This Technical Support Policy (this “Policy”) forms part of and is incorporated into the applicable Order Form and the Blue Marble Group Terms and Conditions. In the event of any conflict between this Policy and the Blue Marble Group Terms and Conditions, the Blue Marble Group Terms and Conditions shall control unless this Policy expressly provides otherwise.

Blue Marble Geographics (“BMG”) may require verification of the designated support contact before providing support. may update this Policy from time to time. Capitalized terms not defined in this Policy shall have the meanings set forth in the Blue Marble Group Terms and Conditions.

BMG is committed to providing assistance to all of its customers regarding the use of its products. Our technical support policies outline our approach and enable 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 products are varied, and as such, the specific policies covering support for them may vary a bit but in general, support is provided only on current versions. If you are running into an issue and you think it may be the software, upgrading to the most current release is strongly encouraged. For further details please see the section that covers the product you are working with:

The type of purchased license and any applicable maintenance and support services(“M&S”) will be set forth in an order form between the customer purchasing software pursuant to such order form (“Customer”, “your”, or “you”) and Blue Marble Geographics (also referred to herein as “our” or “we”).

Geographic Calculator

The first year of the M&S subscription (also referred to as the Annual Support and Update Subscription, or “ASUS,” for Geographic Calculator) program is included with the initial purchase of the Geographic Calculator. ASUS includes the following services with respect to the licensed software version for which M&S has been purchased:

  • Security Patches: Releases that address identified security vulnerabilities in the software.
  • Bug Fixes: Corrections to defects or errors in the software that cause it to fail to perform materially in accordance with its documentation.
  • Existing Feature Enhancements: Improvements or refinements to features and functionality already present in the licensed version of the software. For the avoidance of doubt, M&S does not entitle Customer to new features, modules, or functionality introduced in a new version or edition of the software made available through a separate subscription or SaaS offering.
  • Standard Support: Access to Blue Marble Geographics’ technical support team for assistance with installation, configuration, and use of the Software in accordance with the applicable documentation.

M&S does not include custom development, professional services, formal training, or access to new product versions or subscription-based offerings, unless separately purchased in an order form. Enrollment in M&S is not a substitute for formal training on the use of the software. For information on our Training program, please visit our Training page here.

We will gladly explore any bug reports submitted to us, provided that in order for us to conduct an investigation regarding any bug report, we require that you have purchased the current version of the software and have a current M&S subscription. If, in the course of the investigation, which can be quite lengthy and involved, it is determined a software defect exists, we will endeavor to provide you with a workaround, a quick fix, or an update to the software as soon as possible or include the correction in a future maintenance release at our discretion.

M&S also entitles you to any updates for the applicable version of the software, which may depend on the type of license that you have purchased. M&S entitles you to all releases of the current version of Geographic Calculator at no additional cost during the first year of your subscription term. For the avoidance of doubt, “updates” does not include new versions, editions, or releases of the software that Blue Marble Geographics makes available as a separate product, subscription, or SaaS offering, even if such releases contain new features or expanded functionality.  Blue Marble Geographics reserves the right to discontinue support for software versions designated as end-of-life or no longer generally supported..

If your M&S subscription expires and you subsequently elect to renew such subscription, reinstatement of M&S is subject to BMG’s approval and payment of all applicable reinstatement fees, including retroactive maintenance charges unless otherwise agreed in writing.

Global Mapper

Global Mapper software is supported on the current version of the software and technical support is included with purchase of Global Mapper. This includes the following services with respect to the licensed software version for which M&S has been purchased:

  • Security Patches: Releases that address identified security vulnerabilities in the software.
  • Bug Fixes: Corrections to defects or errors in the software that cause it to fail to perform materially in accordance with its documentation.
  • Existing Feature Enhancements: Improvements or refinements to features and functionality already present in the licensed version of the software. For the avoidance of doubt, M&S does not entitle Customer to new features, modules, or functionality introduced in a new version or edition of the software made available through a separate subscription or SaaS offering.
  • Standard Support: Access to Blue Marble Geographics’ technical support team for assistance with installation, configuration, and use of the software in accordance with the applicable documentation.

M&S does not include custom development, professional services, formal training, or access to new product versions or subscription-based offerings, unless separately purchased. Technical support and M&S are not intended as a substitute for formal training on the use of the software. For information on our training program, please visit our Training page.

If your M&S subscription expires and you subsequently elect to renew such subscription, the fees applicable for the renewed M&S subscription will be retroactive to the date on which your prior subscription expired.

Previous versions of the software cannot always be supported, but we will do our best to assist you though we may require that you upgrade to the current version.

GeoCore, GeoCalc, GeoTranslate, GeoTransform, and Global Mapper SDKs

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. The first year of M&S is included with the purchase of a developer license, unless otherwise provided in the order form between you and Blue Marble Geographics. In the event the development kit is enrolled in M&S, only the listed technical contact may submit and receive support from a Blue Marble Geographics support technician. Blue Marble Geographics may require verification of the designated support contact before providing support. All Global Mapper SDK customers that purchased a toolkit prior to November 2011 should contact sales prior to submitting a support request to clarify the terms of their support and distribution agreement. Email orders@bluemarblegeo.com for more information. Additional development kits and support enrollments may be acquired separately.

Customer Cooperation

Customer shall reasonably cooperate with Blue Marble Geographics during support activities, including providing sufficient information to reproduce reported issues, timely responding to requests for additional information, installing recommended updates, and providing remote access where reasonably necessary. Blue Marble Geographics is not responsible for supporting issues caused by unsupported operating systems, unsupported hardware, unsupported third-party software, unauthorized modifications, or use outside the documented system requirements.

Software Updates and Upgrades

To the extent that you have purchased a current subscription for M&S for the applicable licensed software, Blue Marble Geographics will provide you with software updates and upgrades when such updates and upgrades are made available to Blue Marble Geographics’ other customers receiving M&S. For the avoidance of doubt, “updates and upgrades” does not include new versions, editions, or releases of the software that Blue Marble Geographics makes available as a separate product, subscription, or SaaS offering, even if such releases contain new features or expanded functionality.

When submitting a support request, Customer is responsible for ensuring that any Support Data provided to BMG is lawful to provide and should not submit sensitive, regulated, classified, export-controlled, government-controlled, or third-party confidential data unless the Parties have expressly agreed in writing. BMG may use Support Data solely as necessary to provide support, troubleshooting, licensing assistance, professional services, or similar support, and as otherwise permitted by the Blue Marble Group Terms and Conditions.

For current Blue Marble Group Terms and Conditions of Licensing Click Here.

Use our Request Technical Support Form to email our support team. For Avenza Maps support, Click Here.