Support > Frequently Asked Questions
Frequently Asked Questions
Purchases (of a new licenses, maintenance renewals, etc.) are performed on-line, via the Buy section of the TatukGIS web site. Log-in is required. Product delivery is by internet download, so there are no extra shipping charges. The purchase procedure, payment options, supported credit card types, product delivery method, etc., are explained in knowledge base item KB10866.
Help with avoiding and resolving credit card related problems is provided at KB10867.
Volume price discounts for most products begin at 12% at the 2-license purchase level, increase to 25% at the 5-license purchase level, and so on. The same volume price discounts apply to annual maintenance renewal purchases involving multiple licenses of the same product.
The support/upgrades maintenance for an existing license(s) of a TatukGIS product may be renewed for a new 12-month period. (Each license purchase includes maintenance for the first 12 months.) Approximatley 3 months prior to the scheduled maintenance expiration, the maintenance renewal purchase item for that license(s) becomes available to the registered licensed user and the account administrator (if different persons are established as the user and administrator) when logged in to the Buy / Maintenance Renewals page of the TatukGIS web site. The TatukGIS purchase procedure is further explained in knowledge base item KB10866.
The price to renew license maintenance is typcially lowest when the purchase is performed before the maintenance expiration date, and higher after the expiration date. The normal volume price discounts apply to maintenance renewal purchases, typically a 12% discount when the maintenance renewal is for 2 or more licenses of a product, 25% discount when the renewal is for at least 5 licenses of a product, and so on. Just select the correct quantity when performing the on-line purchase procedure.
The TatukGIS system automatically sends a reminder to the registration e-mail addresses of the licensed user and administrator approximately 30 days prior to each scheduled maintenance expiration date. Safe-list @tatukgis.com in your e-mail client to ensure receipt of the notification e-mail.
Instead of frequent e-mail notifications (which we prefer to minimize), we suggest:
1. To check for availability of a new version of a product in use:
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Editor & Viewer – check the Welcome screen.
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Developer Kernel – manually check from Start->All Programs->TatukGIS->Developer Kernel xxxx->Check for Updates.
2. To be notified when a new product version is published, subscribe to a feed:
Log-in password. This is automatically sent by e-mail to the provided registration e-mail address i) upon completion of the user account registration procedure and ii) each time the forgotten password option on the Sign In screen is selected.
Product activation serial number. Following the purchase of a product license, this is automatically sent by e-mail to the registered licensed user’s e-mail address each time the licensed user downloads the retail product version (log-in is required).
If you do not receive one of these automated e-mails, verify that:
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A correct, working e-mail address is provided for the user account registration.
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Your anti-spam filter is not blocking e-mail from the @tatukgis.com e-mail addresses. (Check the junk e-mail folder.) Safe-list in your e-mail client any e-mail from @tatukgis.com.
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Your e-mail server is not blocking e-mail from @tatukgis.com. (This may require the assistance of your e-mail system administrator or service provider.)
E-mails to TatukGIS. The TatukGIS anti-spam software can sometimes respond with an e-mail asking to the sender to perform a verification. A proper response to any such verification request e-mail will unblock the communication with TatukGIS.
If a communication problem makes it impossible to contact TatukGIS via e-mail, contact TatukGIS using the contact form.
Knowledge base item KB10614 provides step-by-step instructions to access, download, and activate a TatukGIS product pursuant to a purchased license, but generally:
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Access to the retail product version will be available only after a purchase transaction is complete, i.e., after TatukGIS receives and accepts the purchase payment and generates a commercial invoice documenting the transaction.
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The retail version of the product must be downloaded from the Downloads page by the user to whom the license has been registered in the TatukGIS system. Log-in is required.
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Upon installation, the licensed user must perform an activation procedure using an activation serial number that is sent by e-mail when the download is performed.
Retail and trial versions of TatukGIS products (except for the free TatukGIS Viewer) require an activation procedure on each computer the product is installed. Typically the activation must be performed only once on each computer, but the procedure may occasionally be required again on the same computer:
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upon installing a major upgrade version of the TatukGIS product
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after updating/upgrading the Windows operating system.
The activation requires use of the activation serial number which is sent to the user's registration e-mail address each time the product is downloaded from the TatukGIS web site.
Knowledge base item KB10823 provides detailed guidance on how to resolve or report product activation problems.
Some customers, particularly government organizations and large corporations, prefer to purchase TatukGIS products via a favorite software reseller. TatukGIS cooperates with resellers to process purchases of TatukGIS products on behalf of final customers, pursuant to the guidelines in knowledge base item KB10878.
In addition to processing purchase transactions, resellers with higher level knowledge of TatukGIS products and technology may provide localized value-added services and/or products relating to TatukGIS products. These can include user training, language localization, consulting and solution design, custom development services, and use of the TatukGIS Editor's built-in scripting IDE to develop extensions to deliver custom or extended functionality.
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Log-in (on the Downloads page) under the e-mail address of the user registration account to which the license is registered. (The log-in user name is simply the e-mail address.) Only the registered licensed user has download access to the retail version of a product under a purchased license. Be careful not to mix up user log-in accounts (e-mail addresses)!
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Consider if the support/upgrades maintenance period has expired. Twelve months of license maintenance is included with license purchase. If not renewed at the end of that period, the maintenance will automatically expire and download access to the product retail version will become unavailable. If expired, a purchase option to renew the maintenance for a new 12 month period will be visable when the licensed user or account administrator logs in to the Buy / Maintenance Renewal page.
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TatukGIS makes available only the latest available retail version of each product, to licensed users with active maintenance. If, for some reason, you wish to continue using an obsolete product version, be sure to keep your own bank-up copy.
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