• Professional support.

    Here when you need us.

    Customer Experience

Support Options

Getting the most out of location technology involves more than just information. To achieve success, you need the right combination of collaboration, location information, technology, expertise, and an end-to-end lifecycle approach. And that’s what you can expect from DMTI’s Support Services.

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

Location Hub & Location Hub Portal SaaS

DMTI offers two levels of support – Basic and Enhanced. 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 1
Submit a support request >>

Location Hub Support and Service Level Options

Service LevelBasicEnhanced
Support Desk AvailabilityMonday to Friday, 8am to 8pm (EST), excluding Statutory Holidays observed in the Province of Ontario24 hours / 7 days per week / 365 days per year
Sev 1 Response
Critical Busines Impact		six (6) hour response timetwo (2) hour response time
Sev 2 Response
Some Business Impact		one (1) day response timefour (4) hour response time
Sev 3 Response
Minimal Business Impact		two (2) day response timesix (6) hour response time
Availability99.95%99.95%
Average Response Time200 ms (95%)*50 ms (95%)*
ConnectivityInternetInternet
Reporting – FrequencyNot AvailableMonthly
Reporting – ContentNot Applicable(i) Uptime Report;
(ii) Response Time Report; and
(iii) Usage Report.
Scheduled Maintenance
(infrastructure)		Software-as-a-Service (SaaS Service) Update: 26th day of February, May, August and November (estimated). Service will remain uninterrupted during maintenance activities.Software-as-a-Service (SaaS Service) Update: 26th day of February, May, August and November (estimated). Service will remain uninterrupted during maintenance activities.
High AvailabilityYesYes
Disaster RecoveryYesYes
SLA Penalties
(Response Time & Uptime)		Not AvailableYes