Overview
At GeoPulse, we value your feedback and are committed to providing excellent customer support. We're available to assist you with any questions, concerns, or issues you may have regarding our map tile downloading and GIS services.
Whether you need technical assistance, have billing inquiries, or want to provide feedback, our team is ready to help. We strive to respond to all inquiries as quickly as possible.
Email Support
Our Email Address
Primary Support Email: geopulsee@proton.me
This is our only official contact email. Please be cautious of any other email addresses claiming to represent GeoPulse.
Email Security
Your privacy and security are important to us:
- Never share sensitive passwords or API keys via email
- We will never ask for your full payment card details via email
- All support communications are kept confidential
Important: Always verify that responses come from @proton.me domain to avoid phishing attempts.
Response Time
Standard Response Time
Typical Response: 2-3 business days
Support Hours: Monday to Friday, 9:00 AM - 5:00 PM GMT
We aim to respond to all inquiries within this timeframe. Complex technical issues may require additional time for investigation.
Priority Support
Enterprise and Agency plan customers receive faster response times:
- Enterprise Plan: 12-hour response time during business hours
- Agency Plan: 1 business day response time
- Critical Issues: Expedited handling for service disruptions
Factors Affecting Response Time
Please note that response times may be longer during:
- Weekends and holidays
- High volume support periods
- Complex technical investigations
- Issues requiring coordination with third-party services
Tip: Providing detailed information in your initial email helps us respond more quickly and accurately.
What to Include in Your Email
Essential Information
To help us assist you efficiently, please include:
- Subject Line: Brief description of your issue or inquiry
- Account Email: The email address associated with your GeoPulse account
- Issue Description: Clear explanation of your problem or question
- Steps Taken: What you've already tried to resolve the issue
Technical Issues
For technical problems, also include:
- Browser name and version (Chrome 120, Firefox 121, etc.)
- Operating system (Windows 11, macOS 14, etc.)
- Screenshots or screen recordings of the issue
- Error messages (copy and paste the exact text)
- Time and date when the issue occurred
- Specific map tiles or regions affected
Billing Inquiries
For billing questions, please provide:
- Your account email address
- Invoice number or transaction ID (if applicable)
- Date of the transaction
- Description of the billing issue
Feature Requests & Feedback
We welcome your suggestions! Please include:
- Description of the desired feature or improvement
- Your use case or how it would benefit you
- Any similar features you've seen elsewhere
Support Categories
We handle a wide range of inquiries. Here are the most common categories:
Technical Support
Platform issues, download problems, file format questions, integration help, and troubleshooting.
Account Management
Login issues, password resets, account settings, profile updates, and subscription changes.
Billing & Payments
Payment issues, invoice requests, refund inquiries, subscription cancellations, and pricing questions.
General Inquiries
Product information, feature questions, plan comparisons, and general service questions.
Partnerships
Business partnerships, bulk licensing, enterprise solutions, and collaboration opportunities.
Feedback & Suggestions
Feature requests, product feedback, bug reports, and improvement suggestions.
Before You Contact Us
To get faster answers, you might want to check:
- Documentation: Comprehensive guides and tutorials available online
- FAQ Section: Common questions and answers
- Terms of Service: Policy information and service terms
- Previous Emails: Check if we've already addressed your question
Note: For urgent account security issues (such as unauthorized access), please include "URGENT" in your email subject line.