Support

Get in touch with us

Korem provides technical support to all its clients during business hours in addition to your vendor support.
For operational support click here.

Business hours

Monday-Friday
8:30 AM – 5:00 PM ET
excluding Canadian holidays

For emergencies outside of business hours, please contact the vendor directly and
email us at support@korem.com, so that we are aware of your issue and can assist you if necessary.

Vendor support for emergencies

Precisely
HERE Technologies
Alteryx
Google Maps

Please note that any mission critical (system down) issues should be communicated via telephone.

Hours: Monday–Friday from 8:00 AM – 8:00 PM ET, excluding US Holidays

Phone support: USA and Canada: 1-800-367-6950

Email support: software.support@precisely.com

Visit Precisely status page to verify the current status.

For more information visit the Precisely support page.

HERE Technologies

Visit HERE Location Services status page to verify the current status.

To create a new support case, sign in to your HERE account.

Alteryx

To create a new support case, sign in to your Alteryx account.

For more information, visit the Alteryx support page.

Google Maps

To create a new support case, fill out the form on the Google Maps Platform Support page in the Google Cloud Platform Console.

For more information, visit the Google Maps support page

Korem Scope of Technical Support

What is included in Korem's scope of technical support?

Korem technical support is included in addition to the vendor’s existing support purchased with your product & data maintenance.

Korem Technical Support covers non-critical issues for all its customers including:

Download, installation, and licensing of product and data provided by Korem
Configuration: support for configuration includes troubleshooting configuration settings for existing installations to ensure proper operation and data connectivity.
Standard product functionality usage

What is outside of Korem's scope of support?

Korem technical support does not include:

Data accuracy problems: Due to the complexity and sophistication of datasets, Korem cannot be responsible for the accuracy of individual data elements in data products. Korem support is limited to investigating the data with the customer, basic data validation, documentation references and reporting identified errors and omissions to the specific vendor. Korem strongly encouraged you to report any problems found in a data product to the vendor in order to address future data releases.

I have an enterprise geospatial application hosted by Korem, do I have access to the same level of software support?

Your service-level agreement (SLA) covers your application environment and gives you have access to IT support. Software that is not included or mentioned in your SLA is not covered. Please refer to your SLA for details.