FAQ

Korem technical support is included in addition to the vendor’s existing support purchased with your product & data maintenance.

Korem Technical Support covers non-critical issues for all its customers including:

• Download, installation, and licensing of products and data provided by Korem
• Configuration: support for configuration includes troubleshooting configuration settings for existing installations to ensure proper operation and data connectivity
• Standard product functionality usage

Korem technical support does not include:

• Data accuracy problems: Due to the complexity and sophistication of datasets, Korem cannot be responsible for the accuracy of individual data elements in data products. Korem support is limited to investigating the data with the customer, basic data validation, documentation references and reporting identified errors and omissions to the specific vendor. Korem strongly encourages users to report any problems found in a data product to the vendor in order for them to address them in future data releases.

During business hours, customers with support cases should contact Korem first. Our Support team has an understanding of your licensed products and how you use them. Depending on your support request type, Korem has many resources to pull from, and we can make sure the right person is involved to help you resolve your support case.

Korem also has many communication channels and escalation paths with each vendor, including a direct line with Partner Managers and dedicated vendor products. When needed, these resources help escalate your support case faster than using the usual vendor support channels.

Your service-level agreement (SLA) covers your application environment and you have access to IT support. Software that is not included or mentioned in your SLA is not covered. Please refer to your SLA for details.

Korem provides support in French and English.

Make sure to include as much information as possible in your request such as:

Contact information

• First name
• Last name
• Phone number
• Email address

Issue details

• Information on the Product or the data you need support on (name, version)
• Problem description:
  • In what context does the problem occur?
  • What happened and what should have happened?
  • Did the problem occur once or multiple times?
  • Is the problem erratic or consistent?
  • What are the exact error messages?
  • Data inaccuracy details (ID, location, attributes, etc.)

Additional material that could help us

• Attachments (screen shots, licenses, etc.) that could help improve communication efficiency or provide context for the support case
• Links

Our email can handle attachment size up to 10MB. We also have the ability to create secure SFTP with credentials so we can exchange bigger datasets.

There is no limit to the number of support cases you can open with Korem. However, we strongly suggest that you consult our partners’ knowledge bases and web communities as they may have answers.

Korem provides support during business hours only, but we’ll make sure to contact you early in the morning the next day if your case is urgent. Otherwise, we strongly recommend that you contact the vendors directly and encourage you to copy Korem in your request.

Korem usually provides support remotely, but in certain cases, Korem can travel on-site. If you require resources in your office, please contact us and we will set up an initial phone meeting to assess your needs.

Korem uses Jira Service desk. Jira helps keep track of every support request and allows multiple internal users to access, support and answer your submitted requests.

Billing issues should be handled with your Korem account manager.

Korem has a qualified Professional Service team ready to provide training, Geospatial Health Checks and Quick starts on many software we resell.

In specific cases, Korem offers expert advisory services such as training, “Quick starts” and “Location Intelligence Health checks” to train your technical resources.

The following are useful links with Precisely’s contact information and support level agreement (SLA).

Precisely’s Technical Support & Client Service Contacts

Precisely’s Case Management

Precisely’s Support Handbook

Yes, Precisely has an online community to help you get the most of your geospatial products.

Precisely maintains the documentation on this page.

You can log a new Level 1 technical support case for your product via the following three methods:

Sign in to your account and select the create case option

Call a WWSS representative at the global contact telephone number as listed on https://support.precisely.com/contact/

Send an email to software.support@precisely.com. Your case will be assigned to the appropriate support office.

Level 2 support issues that are considered critical according to the service level agreement should be forwarded directly to Precisely by telephone. Find the number here.

Visit the Precisely Status page.

Precisely APIs are designed to be smart and simple to use. All documentation can be found on this page.

There will be no immediate changes in the way you access products developed and delivered by Pitney Bowes. For more information, please visit the Precisely Product Delivery FAQ.

The Pitney Bowes “Data Guide” and “Software and Data Market place” have changed. Please refer to the Precisely Data FAQ.

All customers must apply the domain name change before September 30, 2020. See what next steps you should take to avoid an outage in this document.

MapInfo Pro Documentation can be found here.

Video tutorial: Software Technical Support

Korem supports all versions of MapInfo 11 and above. If you are using a version below MapInfo 11, Korem can set up a consultation to determine the best approach to support you.

Korem can also train customers looking to migrate their MapInfo workspaces to the 64-bit and new UI version of Mapinfo Pro.

You can connect with us at info@korem.com. Korem provides all types of support, including on-site and remote. Korem can address beginner training as well as advanced training on MapInfo. These can be arranged with your sales representatives.

If you are under the current version of MapInfo Pro, it may be a firewall issue. Check out this article that will guide you: Verifying functionality for Bing Maps within MapInfo Pro.

If you are running an older version of MapInfo, you need to install the annual fix in order to maintain your Bing Maps license. You need to download the proper patch depending on your MapInfo Pro version and you must be under maintenance to get access to the patch. Contact us at support@korem.com for more information.

If MapInfo Pro is not installed on your workstation or if you are installing a new version of the software, follow this procedure:

1. Download MapInfo Pro by clicking on the download link provided by Korem.
2. Open MapInfo Pro, then the License menu in the PRO tab after installation to open the MapInfo Pro Activation
3. Select Activate Now.
4. Enter the serial number and access code in the space provided.
5. Select Automatic Activation if you have an Internet connection, if not select Email Activation.
   1. Automatic Activation
      1. The activation wizard will connect to the Precisely server with the serial number and access code entered earlier. The activation is successful.
   2. Email Activation
      1. Confirm that the serial number and access code are correct. Press Edit to retype them if necessary, if not press Next.
      2. Select a path where you want the XML activation file to be saved. Press Next.
      3. Read the next window showing the path to the activation file and the email address to which you should send the file. Click on OK to start the courtesy period.
      4. Send an email to activation@mapinfo.com attaching the XML activation file. While waiting for a response, you can use the courtesy version of MapInfo giving you access to all the tools.
      5. Save the attachment from the Precisely email in an easily accessible location. You are now ready to complete the activation of MapInfo.
      6. Open MapInfo (if it is already open, close it and reopen it) and press Yes when the software will ask you to resume activation.
      7. Point to the file Precisely sent you and press Next. The activation is successful.

If you need to renew your MapInfo license on your workstation or if you need to transfer your license to another workstation, follow this procedure:

1. Open MapInfo Pro.
2. Open the License menu in the PRO tab and press Transfer License, then Yes. Please note that you have to transfer your old license to Precisely in order to activate a new license.
3. Select Automatic Transfer if you have an Internet connection, if not select Email Transfer.
   1. Automatic Transfer
      1. The activation wizard will connect to the Precisely server with your serial number and access code. The transfer is successful, your license is now ready to be activated on another computer. In the case of a renewal, you can now activate your new license that was sent to you by email.
   2. Email Transfer
      1. Specify a path where you want the XML transfer file to be saved. Press Next.
      2. Read the next window with the path to the transfer file and the email address to which you should send the file. Click on OK. Please note that once the software is closed, you will not be able to use it again until you reactivate it.
      3. Send an email to activation@mapinfo.com attaching the XML transfer file. The transfer is successful, you can now activate your new license that was sent to you by email.

Spectrum documentation can be found here.

The Spectrum spatial documentation can be found here.

Follow this link to learn how to export a license form Spectrum.

Spectrum™ Technology Platform locks user accounts after several unsuccessful login attempts. Please refer to this document to unlock your account.

HERE documentation can be found on HERE Developer.

HERE services can be monitored on this page.

This information can be found on HERE FAQ.

On June 30th 2020, HERE deprecated the CIT environment. If you are experiencing some issues, please contact support@korem.com.

Log in into HERE developer account to monitor your usage. Korem can also help monitor your HERE usage making sure your organization does not exceed your credit consumption.

Due to the complexity and sophistication of datasets, Korem cannot be responsible for the accuracy of individual data elements in data products. Korem support is limited to investigating data with the customer, basic data validation, documentation reference and reporting of identified errors and omissions to the specific vendor. Korem strongly encourages you to report any problems found in a data product in order for them to be addressed in a future data release.

The official Google Maps Platform documentation page contains a lot of useful information.

Contact us at info@korem.com or contact your sales representative.

By logging into Google Cloud Platform with your credentials, you can see information about your project. You can also add users so they can check the project information as well.

In your Google Cloud Console:

Go to Navigation Menu > IAM & Admin > IAM

In your Google Cloud Console:

Go to Navigation Menu > APIs & Services > Credentials

There should be an approximately 10-minute delay before the new URLs get implemented. For more information about API key restrictions, you can refer to this page.

You can follow the steps shown on the Google Maps Platform API key best practices page.

You can report an error via the “Send Feedback” option. For the full document, visit this page.

You can also add a missing place by following the steps detailed on this page.

Cost is calculated at the end of every day and is based on the Google Maps Platform Pricing Sheet.

Please refer to the Google Maps Platform FAQ for an explanation about Map load counts.

In your Google Cloud Console, you can access usage reports and information for your projects. For additional information, you can refer to the Usage limits and billing documentation.

No, you will be able to use the Google Maps Platform’s APIs until you consume all of your credits.

As long as your credit limit is not reached, nothing happens. Korem will also contact you if your credits reach a critical level of consumption.

When the credit limit is reached, the service will be interrupted. You can also contact your Korem sales representative and proceed with an early renewal so that you can continue using the Google Maps Platform APIs.

The Alteryx community can be found on this page.

Alteryx documentation can be found on this page.

Yes, contact your sales representative or contact Korem info@korem.com for more information.

The following steps should help you answer how to transfer or revoke your license.

You can find it on this page.