Product questions
Questions about how a StatMap product or configured feature should be used.
- Product questions
- Issue investigation
- Configuration queries
- Data questions
- Integration support
- Release questions
When to contact support
StatMap customers can contact support when they need help with products, configured workflows, data, integrations or operational questions around the services they use.
Support requests work best when they describe what is affected, how the issue can be reproduced and what business impact it is having.
Common support topics
Issue investigation
Problems that need review, reproduction, triage or specialist product input.
Configuration queries
Questions about settings, permissions, workflows, templates or local service rules.
Data or extract questions
Issues involving datasets, extracts, imports, address data, layers or scheduled processes.
Integration questions
Help with configured links between StatMap services and other systems.
User access or workflow questions
Questions about access, roles, tasks or expected workflow behaviour.
Release or change questions
Support around product updates, planned changes or implementation follow-up.
What helps us investigate
When raising a support request, include the information that is safe and appropriate for the issue. Do not send sensitive personal data unless it is necessary for investigation and the handling approach has been agreed.
- Product
- Affected product or module
- Tell us which StatMap service, module, workflow or page is affected.
- Customer
- Authority and contact details
- Include the authority name and the best person for follow-up.
- Steps
- How to reproduce
- Describe the steps taken, expected result and actual result.
- Examples
- Records or references
- Add example references where appropriate and safe to share.
- Evidence
- Screenshots if useful
- Screenshots can help where they do not expose sensitive information.
- Impact
- Urgency and business effect
- Explain who is affected and whether there is a workaround.
- Change
- Recent changes
- Mention recent configuration, data, infrastructure or user changes.
Support routes
Customers with access to the StatMap support portal can raise or review support requests there:
If you are not sure which route to use, contact StatMap and we can help direct the request to the right team.
Related support pages
Support Model
How support is shaped around agreed arrangements and the services in use.
Training
Training and knowledge transfer for users, administrators and service teams.
Service Level Agreement
Reference information for support commitments that should be confirmed for current arrangements.
Need help with a StatMap service?
Raise a support request through the customer portal if you have access, or contact StatMap so we can route your question appropriately.