We know that the effective adoption of Location Hub®, Location Hub Portal and CanMap® involves more than just information. To achieve success, you need the right combination of collaboration, location information, technology, expertise, and end-to-end lifecycle approach. And that's what you can expect from our Support Services.

Our highly trained and experienced support engineers are available to assist you realize the maximum benefit of your DMTI Solution. To ensure you get the level of support you want, we offer tailored packages to suit your production needs.

Location Hub & Location Hub Portal SaaS

DMTI offers three levels of support - Bronze, Silver, and Gold. All provide full access to our network of technical support professionals with guaranteed response times.
Email support >>
1-855-DMTI BIZ (1-855-368-4249)
Submit a support request >>

CanMap Product Suite & Location Hub Data

Canada's #1 data mapping sources are continuously updated to provide the richest, most detailed mapping content available for Canada
Email support >>
1-905-948-2000 option 3
Submit a support request >> 

Location Hub Support and Service Level Options
  Bronze Silver Gold
Support Desk Availability 8am -5pm EST weekdays excl statutory holidays 8am -8pm EST weekdays excl statutory holidays 24 x 7 x 365
Sev 1 Response
Critical Busines Impact
6 hrs 4 hrs 2 hrs
Sev 2 Response
Some Business Impact
1 day 6 hrs 4 hrs
Sev 3 Response
Minimal Business Impact
2 days 8 hrs 6 hrs
SLA Details
Availability 99.95%
Average Response Time 200 ms (95%) 100 ms (95%) 50 ms (95%)
Connectivity Internet
Reporting - Frequency Not Available Monthly
Reporting - Content Not Applicable 1. Uptime
2. Response Time
1. Uptime
2. Response Time
3. Data Quality
Scheduled Maintenance
Estimated 3rd Sunday at the start of each quarter (12:00 a.m. - 5:00 a.m. EST); Advance notice will be provided
High Availability Yes
Disaster Recovery Yes
SLA Penalties
(Response Time & Uptime)
Not Available Yes

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