Tech Support

Product Support

• Technical support is provided by the same dedicated team of developers that makes the products and knows them best.
• Support is available to licensed customers and evaluators of supported products. 12 months of support is included with a license purchase.
• TatukGIS uses a tickets oriented support system. Each email to support@tatukgis.com creates a numbered "ticket" that is efficiently routed to the TatukGIS team member best qualified and available to respond. Submit only one unique support issue per ticket.
• Communicate with TatukGIS only from the email address registered to a purchased license or downloaded trial version. Mail from unrecognized addresses is confusing and will not be processed on a priority basis.
• New product versions are published monthly, providing ASAP access to available bug fixes, new features, and support for new technologies, etc., while eliminating upgrade pain. Unstable versions for testing are even more frequent. Learn about product numbering.
• Online, searchable API documentation - 85,000 pages covering roughly 750 classes and 20,000 methods and properties - is updated continuously.

Premium Support

TatukGIS additionally offers paid Premium Support for situations requiring substantial expert assistance dedicated to a specific application or customer development situation. This can include guidance on application design or feature implementation, problem solving, developer training, adding a requested feature to the DK, porting an old app to the latest DK version or a different development technology, custom development services (e.g., creating a prototype application to provide a head start), or just some extra attentive and responsive email tech support during a limited period of time. Send your Premium Support request to sales@tatukgis.com.

Requesting Support

Send an email to support@tatukgis.com providing detailed information:

• issues related to an application product (e.g., Editor):
  1. name of the TatukGIS application and version number
  2. operating system name and version, and whether 32-bit or 64-bit
  3. sample data, if applicable, to enable TatukGIS to replicate a reported issue
• issues related to a development product (e.g., Developer Kernel):
  1. name of the TatukGIS product, including DK edition and version number
  2. technology being used (VCL, FMX, ActiveX, .NET, Compact Framework, etc.)
  3. programing language being used (C#, Delphi, VB.NET, Java, Python, etc.)
  4. IDE version (VS2022, VS2017, RAD Studio 12.1, PyCharm 2024.3, etc.)
  5. operating system name, version, and whether 32-bit or 64-bit
  6. sample data, if applicable, to enable TatukGIS to replicate a reported issue

Take into consideration the time difference between your location and TatukGIS:

cet to gmt

Remote Support Session

In special cases (and only when scheduled in advance) TatukGIS provides remote support sessions. Once a remote support session has been scheduled, do the following:

1. Download the quick support application.
2. Run it (and keep running, no installation is required).
3. Send the ID/Password to support@tatukgis.com.
4. Upon closing quick support, the application connection is permanently terminated. Each session requires a unique ID/Password. We use http://www.teamviewer.com technology - please refer to this web site for any security considerations. To avoid version conflicts, always use the version downloaded from the TatukGIS web site in step 1.

Problem Sending E-mail to TatukGIS

In the event of a problem contacting TatukGIS by email (i.e., your email is rejected or does not pass the spam filter), use the Send e-mail form to report the communication problem. Do not use this form to request technical support. Remember to safe-list @tatukgis.com addresses in your email software.