Technical Support Options

Consult Geographic Imager help as well as the following online options before contacting Avenza technical support.

Geographic Imager User Forum

The Geographic Imager User Forum is located at www.avenza.com/forums. Answers to common technical questions may be found in the Common Support Issues and FAQs category. All users with a Geographic Imager license (evaluation or permanent) can post and read topics under the General Questions for Evaluation & Licensed Users category. Additionally, users with maintenance have access to the Maintenance Users category. There, users can find additional information relative to software updates and other important details pertaining to maintenance.

Contacting Avenza Technical Support

Avenza offers a number of methods for direct communication with our qualified and experienced technical experts. Please have your Geographic Imager registration details handy to get prompt attention and include it in any e-mail correspondence. Support issues are handled on a first come, first-served basis. There is a charge of $49USD per incident for non-maintenance program users.

• E-mail: support@avenza.com
• Support Centre: support.avenza.com/hc
• User forum: www.avenza.com/forums
• Phone:  1 (416) 487-6442

Geographic Imager Maintenance Program (GMP)

Your Geographic Imager purchase includes a one-year membership in the Geographic Imager Maintenance Program. Enjoy worry-free use of Geographic Imager and all the benefits of the GMP. All GMP subscriptions begin on the date of purchase. Maintenance users can post questions under the Maintenance Users category of the Avenza user forum where Avenza support staff will be happy to post solutions and answers. The Geographic Imager Maintenance Program is guarantees its members:

• Unlimited priority technical support—guaranteed same business day (9am to 5pm EST) or next business day response
• GMP only telephone support
• Free Geographic Imager updates
• Free Geographic Imager version upgrades
• Additional discounts and offers only available to GMP members

For GMP subscribers, you will be notified about the latest news and updates about Geographic Imager. If you purchased your Geographic Imager license from a reseller or are the end user but not the person who purchased the software,  please contact us at sales@avenza.com to ensure that we add your e-mail address to the GMP email group.

Maintenance Renewal

Approximately 6-8 weeks prior to the expiration of your annual GMP subscription you will be notified regarding renewal options. You will be contacted a minimum of five times prior to expiration in order to ensure that you have ample opportunity to renew or not at your discretion. You will have the option of renewing your GMP for an additional year at the then-prevailing price or canceling without penalty. Of course, if you cancel or let your GMP lapse you will no longer be entitled to the benefits of the program as outlined above and will thus have to purchase future upgrades at the upgrade price.

There is a grace period of approximately 30 days from the time of the GMP expiry during which you may still renew without penalty. All post-expiration renewals will be backdated to the actual expiry date.

Lapsed Subscriptions

Failure to renew your GMP within 30 days from the expiry date will result in a lapsed GMP subscription. Lapsed subscriptions may not be renewed and the licensee will be required to purchase support and upgrades accordingly. Please direct all GMP questions and purchase inquiries to sales@avenza.com.

Wishlist

As either a new or experienced Geographic Imager user we value your opinions on how we can improve our product. Let us know what functions you would like to see incorporated into future versions of Geographic Imager. Post to our user forum with the subject "Feature Request" at www.avenza.com/forums.