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Contact support

If the troubleshooting guides didn't resolve your issue, escalate to support.

Who to contact first

Always start inside your organisation:

  1. Technician / Mapper / Manager / Viewer: contact your Supervisor or Admin. Many issues are account- or configuration-related and can be fixed locally.
  2. Supervisor: contact your Admin.
  3. Admin: contact Pegotec support by email (see below).

Pegotec support

  • Email: info@pegotec.net
  • Hours: business hours only.
  • Emergencies: the same email — there is no separate after-hours or hotline. Mark the subject as URGENT and describe the production impact so the team can prioritise on the next business morning.
  • Website: sm-tm.app — product information.

No portal, ticket system, or Slack / Teams channel for customer support — email is the single channel.

What happens after you email

  1. Your email reaches the Pegotec team inbox.
  2. Someone on the team picks it up during the next business-hours window.
  3. You receive a reply by email. Follow-ups happen in the same email thread.
  4. If the issue needs cross-team work, Pegotec coordinates internally and keeps you updated by email.

Keep the original email thread alive — replying in-thread is much faster than starting a new email for the same issue.

What to include

A good support request includes:

  • Who: your email, username, company, role.
  • Where: production / staging / development. The URL you're signed in to.
  • What you were trying to do. One sentence.
  • What happened instead. One sentence.
  • Steps to reproduce. Numbered if possible.
  • When. Approximate time and timezone.
  • Screenshots or screen recording. Include if possible — they speed diagnosis dramatically.
  • App and version. Web portal footer shows the version. Mobile: Settings → About.
  • Device details. If mobile: device model, OS version.

Reporting a bug

If you believe you've found a bug (rather than a user-specific issue):

  1. Capture a screenshot or recording.
  2. Note the exact steps to reproduce.
  3. Include the URL from the browser address bar (for web issues).
  4. Email as above, mentioning "Bug report" in the subject.

Requesting new features

Feature requests go to the same email. Describe:

  • What problem you're trying to solve.
  • What you'd do with the new feature.
  • How often this comes up in your work.

"What problem you're trying to solve" is the most important part. Pegotec frequently builds something slightly different from the original request because the underlying problem is better addressed a different way.