GIS Support

Overview

Professional Open Source GIS Support

Kartoza provides a robust, enterprise-grade support framework designed to give you total confidence in your open-source geospatial deployment. Our support is delivered by a dedicated team of GIS specialists and core developers, ensuring that your organisation has direct access to the experts who build and maintain the tools you use every day.

How Our Support Portal Works

Our support process is integrated directly into our project management and ERP systems to ensure maximum transparency and efficiency:

1. Centralised Issue Tracking: All support requests are logged via our dedicated Support Portal. This system allows you to create, track, and manage your issues in one place, ensuring no query is overlooked.

2. Direct Expert Access: Once a ticket is created, it is routed to the appropriate tier of expertise—from GIS technicians for general guidance to core developers for complex technical challenges.

3. Integrated Workflow: By linking our support portal to our internal ERP, we ensure that billing and service delivery are perfectly synchronised.

4. Rapid Response Times: We offer guaranteed initial response times ranging from 2 to 16 working hours, depending on your selected support package and the priority of the issue.

5. Flexible Support Packages: Choose from our Personal, Small Office, Large Office, or The Works packages to match the scale of your organisation and the criticality of your GIS operations.

What We Support

• QGIS - Desktop GIS configuration, plugin support, and workflow optimisation
• PostGIS - Spatial database administration, performance tuning, and query optimisation
• GeoServer - Web mapping service configuration, styling, and performance
• GeoNode - SDI platform administration and customization
• GDAL/OGR - Data conversion and transformation pipelines
• Custom Applications - Solutions we’ve built or that use open source GIS

Support Tiers

Basic Support

• Email support during business hours
• 48-hour response time guarantee
• Access to knowledge base
• Quarterly health checks

Professional Support

• Email and phone support
• 24-hour response time guarantee
• Priority issue handling
• Monthly health checks
• Proactive monitoring

Enterprise Support

• 24/7 emergency support available
• 4-hour response time for critical issues
• Dedicated support contact
• Weekly health checks
• On-site support available

Support Packages

The main features of our support options are highlighted below. If none of these packages meets your requirements we’ll be happy to customize one to your requirements - just ask us on support@kartoza.com

Support Packages

• Subject to fair-use policy

Note: All prices stated exclude VAT. If a customer is South African, VAT will be added to the ZAR price.

We offer additional support for the following products

Benefits

• Reduce downtime with expert troubleshooting
• Optimise performance with professional guidance
• Stay current with security updates and patches
• Access deep technical expertise without hiring
• Flexible plans that grow with your needs