Product support
Help with StatMap product behaviour, product questions and day-to-day use.
- Product support
- Configuration
- Data and integrations
- User guidance
- Issue triage
- Change questions
Support built around local authority systems
StatMap services often sit across GIS, gazetteers, case-management workflows, public portals, documents, spatial data and integrations. Support therefore needs to understand both the product and the way the authority uses it.
The support model is shaped around agreed support arrangements, documented processes and the configured services in use. That can include product questions, configuration queries, data issues, integration investigation, user guidance, implementation follow-up and release or change questions.
What support can include
Data and configuration support
Assistance with configured workflows, datasets, permissions and operational settings.
Investigation and issue triage
Review reported issues, examples and business impact so the right next step is clear.
Release and change guidance
Help customers understand planned changes, product updates and project-specific configuration effects.
Integration support
Investigate interfaces, data flows and dependencies where they form part of the agreed service model.
User and administrator guidance
Support local administrators and users with practical questions about configured services.
Escalation routes
Use agreed escalation routes when an issue needs specialist product, data or implementation input.
Knowledge sharing
Share learning from implementation, configuration and product support so teams can operate confidently.
Working with implementation and data teams
Support is strongest when it is connected to implementation knowledge, data migration history, configured workflows and product specialists. Many support questions involve more than a single screen: they may relate to data quality, integration behaviour, document handling, public portal rules or the way a service was configured during implementation.
Data Services
Support spatial data, migration, address matching, geocoding and integration work around StatMap services.
Consultancy
Use practical advisory support where a service, workflow or integration needs review.
Training
Help users and administrators understand the configured workflows they operate.
Service levels and agreed arrangements
Support arrangements, priorities and response processes should be agreed as part of the service model. The detail may depend on the products in use, hosting arrangements, contract scope, implementation stage and the authority's own support process.
The Service Level Agreement page remains a reference point for support commitments, but current details should be confirmed as part of any live service or renewal discussion.
Discuss support for your StatMap services
Talk to StatMap about support arrangements for GIS, gazetteers, case management, public portals, data services and integrations.