---
title: "Maxgeo Support Policy & Ticket Guide"
canonical: "https://servicedesk.maxgeo.com/space/MAXGEO/1688141836/Maxgeo%20Support%20Policy%20%26%20Ticket%20Guide"
format: markdown
---
*Applies to All Application Support Requests*

### **Our Commitment to You**

We’re here to help you get the most out of your Maxgeo products. This policy outlines how support tickets are handled, when charges may apply, and what you can expect throughout the support process.

### **Support vs Maintenance**

Support is provided as part of your **annual software subscription**. This includes help using our applications and investigating issues that arise during normal use.

**Please note:** Support does **not** include ongoing maintenance such as:

- Fixes to your IT infrastructure
- Repairs to data or customised database structures
- Assistance with modification or migration of data
- Assistance with custom scripts or third-party integrations

These types of requests are outside of standard support and may incur charges. Where applicable, we’ll always provide a proposal for approval before proceeding.

### **How We Handle Your Ticket**

When you lodge a support ticket, here’s what happens:

#### **1. Ticket Assignment**

Your request is assigned to a member of our Support or Product team. A second team member may be added if extra review is needed.

#### **2. Initial Review**

We’ll investigate by:

- Reviewing your installation documentation
- Checking training certifications
- Attempting to replicate the issue in a clean environment

#### **3. Issue Classification**

|  |  |  |
| --- | --- | --- |
| **Classification** | **Description** | **Charge Applies?** |
| **A. Application Fault** | Confirmed application bug | ❌ No |
| **B. Environment / Data Issue** | Caused by your infrastructure, data, or unsupported customisation | ✅ Yes (quote provided first) |

### **Important Notice About Charges**

By continuing with a support request, you acknowledge that if the issue is related to your internal IT environment, data, or customised database, a charge may apply and will be invoiced once approved.

If the issue is confirmed as a Maxgeo application bug, **you will not be charged.**

### **What’s Covered (and What’s Not)**

|  |  |
| --- | --- |
| **Non-Chargeable (Covered)** | **Chargeable (Not Covered)** |
| Application bugs or faults | Changes to your data or database structure |
| Broken standard reports or UI elements | IT infrastructure issues (e.g., permissions, firewalls) |
| Issues reproducible in a clean environment | Custom scripts or third-party integrations |
| Use of delivered, documented features | Unsupported or legacy environments |
| Customisation signed off by Maxgeo ≥ 3 months ago | Ongoing changes to previously customised functionality |

### **Client Responsibilities**

To help us resolve your issue efficiently, please:

- Submit all tickets via the Support Portal
- Keep one topic per ticket
- Share screenshots and exact steps to reproduce the issue
- Include relevant files, logs, and error messages
- Inform us of any recent data or infrastructure changes
- Include your account owner for licensing or permission requests
- Respond promptly to follow-up questions

### **Support Hours & Response Times**

Our team operates during standard business hours. We aim to:

- Respond to new tickets within **1 business day**
- Resolve non-chargeable issues as part of our standard development cycle
- Prioritise chargeable work once proposals are approved

### **Ticket Status Guide**

Here’s what each ticket status means and what you can expect:

|  |  |
| --- | --- |
| **Status** | **Description** |
| **Waiting for Customer** | We’ve requested more info. Please respond to keep the ticket moving. |
| **Waiting for Support** | We’re reviewing or investigating the issue. You’ll hear from us soon. |
| **Job on Hold** | Work is paused by mutual agreement. |
| **Work in Progress** | We’re actively working on the issue and will provide regular updates. |
| **Resolution Suggested** | A fix or explanation has been provided. If we don’t hear back in 5 business days, the ticket will auto-close. |
| **Development Under Review** | Our development team is reviewing the issue for potential changes or fixes. |
| **Development in Progress** | The issue has been assigned to development and is being resolved. |
| **Development Waiting Release** | Fix is complete and will be released in the next available update. |
| **Done** | The ticket is closed. Please create a new ticket for any further follow-up. |

### **Questions or Concerns?**

If you’re unsure whether a request may be chargeable or believe your ticket has been misclassified, reach out to your Maxgeo Account Manager. We’re committed to being fair, transparent, and collaborative every step of the way.