Commonly Asked Questions

Purchases are performed online via the Buy page of the TatukGIS web site with payment by credit card or bank wire transfer. Most credit cards are accepted, as are Apple Pay and Google Pay. Product delivery is by internet download, with no shipping charges. A more detailed description of the online purchase procedure is provided at KB10866.

Volume price discounts start at 20% for license purchase or annual maintenance renewal transactions involving 2 - 4 licenses of the same product, increasing to 30% at 5 licenses, and so on. Select the license quantity during the online purchase procedure to get the volume discount.

Buyers located outside of Europe may find it helpful to first call the telephone number on the credit card to inform the bank you wish use the card to perform i) an online purchase ii) from a vendor (TatukGIS) located in Poland. Otherwise there can be some risk the bank's automated security system does not authorize payment, such as if the credit card is not normally used for transactions in Europe. More guidance on avoiding and resolving credit card related problems is offered at KB10867.

Log-in password. The TatukGIS server automatically sends an e-mail with the log-in password to the provided registration e-mail address upon i) completion of the user account registration procedure and ii) use of the forgotten password option on the Sign In screen.

Product activation serial number. The TatukGIS server automatically sends an e-mail with the serial number to the registered user's e-mail each time a product requiring serial number is downloaded. (Retail and trial versions of most products require a serial number to install and run.)

If one of these e-mails is not received, verify that:

• A correct, working e-mail address is provided for the user account registration.
• Your anti-spam filter is not blocking mail from the @tatukgis.com e-mail addresses. (Check the junk e-mail folder.) Safe-list in your e-mail client @tatukgis.com addresses.
• Your e-mail server is not blocking 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 the sender to perform a verification. A proper response to such verification request will unblock the communication with TatukGIS.

If a communication problem makes it impossible to contact TatukGIS via e-mail, as a last resort, use the TatukGIS contact form

Maintenance for the first 12 months is included with the license purchase. Maintenance renewal for each subsequent 12-month period can be purchased. Approximately three months before the scheduled license maintenance expiration date, the maintenance renewal purchase item becomes visible on the Buy / Maintenance Renewals page (login required) to both the registered product user and the account administrator (if different persons). Approximately 30 days prior to maintenance expiration, TatukGIS sends a reminder message to the registration email addresses of the registered product user and administrator. Safe-list @tatukgis.com addresses to ensure receipt of the notification e-mail.

The maintenance renewal price is 40% of the current license price when performed on time (i.e., prior to the scheduled maintenance expiration date), 60% of the current license price when performed within one year after expiration, and 80% of the current license price thereafter. With late renewals, the new 12-month maintenance period begins from the renewal purchase date.

Maintenance renewal purchases involving two or more licenses of the same product qualify for volume price discount. Just select the correct license quantity when performing the on-line purchase to receive the discount. (Maintenance renewal purchases for multiple licenses must be performed by the account administrator.)

Maintenance includes download access to the latest product update and upgrade versions, right to use any product version downloaded during the active maintenance period, email access to TatukGIS technical support, and write access to the Question & Answer resource. New versions of TatukGIS products are released regularly. Because TatukGIS maintains download access only for the most recent version of each product for users with active maintenance, customers using an obsolete product version should keep their own back-up copy of that version.

Download of the retail product version can be performed by the registered licensed user. For newly purchased licenses, remember to declare the licensed user to TatukGIS. Login is required. Be careful not to mix up user login accounts (e-mail addresses)!

Knowledge base item KB10614 explains how to download, install, and activate a TatukGIS product under a purchased license.

Both retail and trial versions of most TatukGIS products require activation to run. Guidance on resolving or reporting activation related issues is available at KB10823.

A list of help and support resources for the TatukGIS Editor (and Viewer) and Developer Kernel products are presented at:

• TatukGIS Editor
• TatukGIS Developer Kernel

For Developer Kernel customers upgrading to version 11, be sure to read the DK11 Migration Guide in the online DK documentation at: http://docs.tatukgis.com/DK11

Some customers, particularly government organizations and large corporations, prefer to purchase TatukGIS products via their favorite software reseller. TatukGIS cooperates with third-party resellers 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 are welcome to 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.

TatukGIS strives to minimize e-mail volume. Therefore, we suggest:

1. Within the product:

• Developer Kernel – manually check from Start->All Programs->TatukGIS->Developer Kernel xxxx->Check for Updates.
• Editor & Viewer – check the Welcome screen or use menu item Help/Check for updates.

2. Visit the change log in the online product documentation:

• Developer Kernel - What's new and coming
• Editor & Viewer - What's new and coming

3. Subscribe to a feed:

• LinkedIn: http://www.linkedin.com/TatukGIS
• Facebook: http://www.facebook.com/TatukGIS
• X (formerly Twitter): http://twitter.com/tatukgis
• RSS: http://www.tatukgis.com/Pages/DownloadsRss.aspx
• FeedBurner: http://feeds.feedburner.com/TatukGIS/Downloads

1. Do not send support requests to multiple @tatukgis.com email addresses. This will confuse and delay the response.
2. Set up a user registration account in the TatukGIS system with accurate information and a good-working e-mail address. Safe-list @tatukgis.com addresses in your e-mail client spam filter. The first e-mail from TatukGIS will deliver the user account log-in password.
3. Use the same e-mail address for the user account registration and all correspondence with TatukGIS. This is particularly important for customers because support mail sent from registered licensed user email addresses is systematically prioritized over mail from other addresses. Retail product download and activation are possible only via the licensed user registration log-in. If there is a need to change a registration e-mail address, send an explaination to TatukGIS at the sales@ address.
4. Ensure each developer using the Developer Kernel under each license is accurately registered to the license in the TatukGIS customer database (as is required by the terms of the license agreement). This gives the licensed developer direct download and activation access to the current, and each future, retail product version and e-mail access to product technical support. Individually registering each Editor license to a user is also recommended for easier administration and user access. Licensed developer/user(s) can be declared during the on-line purchase procedure or by communicating relevant information to sales@.
5. If the license owner (or representative) is different than the licensed user(s) (such as multiple user license user situations), register also an administrative contact to act as the representative of the license owner. The administrator, who may or may not be a product licensed user, performs future purchases (particularly involving multiple owned licenses with a volume discount), assigning or reassigning licenses to users, etc., and is recognized by TatukGIS as the authorized representative of the customer organization (i.e., the license owner). The administrator, unless also a licensed user, is not entitled to use the product.
6. Before contacting technical support, check for the answer in the searchable knowledge base and Q&A resources on the TatukGIS web site. Answers to many questions previously asked by customers and evaluators are available there. When requesting product technical support, please follow these guidelines.
7. An email sent from the address of a registered licensed product user to the TatukGIS support@ address creates a support ticket to ensure timely follow-up. Support tickets are routed to the TatukGIS team member best able to help with a given issue. The rule is one support issue per ticket, so please do not send multiple unrelated technical support questions in the same email (i.e., ticket). Also do not send a new support request as a reply to an earlier, unrelated ticket (which may already have been resolved and closed).
8. Use the TatukGIS Facebook or Twitter accounts, or the RSS feature, to stay informed about new product versions, upgrades, features, bug fixes, blogs, etc. Use the Check for Update feature (located under the product Help menu) to check anytime with the TatukGIS server for availability of a newer product version. TatukGIS only very rarely sends mass email notifications, and only to those who have given authorization.
9. TatukGIS supports and maintains download access only to the latest retail version of each product, and only and for licensed users with active license maintenance. Any customer continuing to use an obsolete product version should keep its own back-up copy of the installation version as insurance in the event of a hardware failure, etc.