Current Support Coverage
Software purchased within the previous 12 months or covered by current annual maintenance is generally eligible for technical support.
Submit a support requestGAEA Software Assistance
Find the right support for your software
Resolve technical issues, register software, find updates and documentation, or restore maintenance coverage. Start with the route that matches your immediate need.
Product assistanceLicensing and installationPublic learning resources
9 software productsOne support centre
Public resourcesManuals and tutorials
Structured requestsFaster investigation
30+ yearsGeoscience software experience
Support Eligibility
Choose the route that matches your coverage
Eligibility depends on the product, purchase date, version and annual-maintenance status. If you are uncertain, submit the available organization and licence information for review.
Eligibility Is Uncertain
Provide the organization, registered email and any available invoice, serial, customer or registration reference. GAEA can review the available information.
Request an eligibility reviewMaintenance Has Expired
Request a renewal or reactivation quotation based on the product, licence type, licence count and time since the previous expiry.
Request annual maintenancePublic resources: Software manuals and tutorial videos can be reviewed without a maintenance agreement. Direct technical support, software updates and upgrades can depend on product, version and maintenance eligibility.
Support Resources
Go directly to the help you need
Each support task has a dedicated page with the information, eligibility guidance and next steps required for that request.
Technical Support
Submit a product issue with the version, environment, exact symptoms and reproducible steps.
Contact Technical SupportSoftware Registration
Request registration, activation, reinstallation or licence-transfer assistance.
Registration AssistanceSoftware Updates
Review available updates, eligibility and safe installation guidance for supported products.
Browse Software UpdatesSoftware Manuals
Read current product, licensing, network, field, modeling and reporting documentation.
Open Software ManualsTutorial Videos
Search demonstrations, workflow tutorials and deployment guidance by product and skill level.
Watch Tutorial VideosAnnual Maintenance
Request a renewal or reactivation quotation when support and update coverage has expired.
Request Annual MaintenanceTechnical Scope
What GAEA Support can help with
Provide a defined question or reproducible issue so the support team can identify the relevant product, data and workflow.
Installation and Configuration
Installation problems, system prerequisites and application configuration.
Registration and Licensing
Registration codes, unlock codes, licence transfers and network access.
Import, Export and Migration
Project exchange, supported formats, legacy data and migration workflows.
Projects and Templates
Project files, reusable templates, database connections and shared resources.
Errors and Unexpected Behaviour
Error messages, reproducible failures and unexpected application results.
Reports and Output
Logs, charts, maps, reports, PDF output and presentation issues.
Network Deployment
Server and client installation, concurrent licensing and network configuration.
Product Workflows
Guidance on using supported tools to complete a defined technical workflow.
Before You Contact Support
Prepare the details needed to investigate
A complete request reduces follow-up questions and gives the support team a better chance of reproducing the issue.
Support-request checklist
- Product name, version and build
- Operating system and licence type
- Exact error message or unexpected result
- Steps that reproduce the problem
- What you expected to happen
- Recent software, project or system changes
- Relevant screenshots
- A small non-confidential example file when useful
Protect sensitive information: Do not submit passwords, complete licence keys, confidential databases or unnecessary personal information.
Support Process
What happens after you submit
Submit the Request
Provide the product, environment, symptoms, steps and useful supporting material.
Eligibility and Detail Review
GAEA reviews the coverage information and determines whether more technical detail is required.
Investigation
The support team evaluates the issue and may request a focused example, screenshot or clarification.
Guidance and Follow-Up
GAEA provides findings, recommended actions or the appropriate next support path.
Response expectations: Investigation time varies with severity, reproducibility, product version, file complexity and the completeness of the submitted information. This page does not establish a guaranteed service-level response time.
Product-Specific Support
Select the product involved
Product-specific routing pre-fills the context for the support request and helps direct it to the relevant workflow.
GaeaSynergy
Integrated projects, GIS, dashboards, maps, 3D display and data exchange.
Request GaeaSynergy supportWinLoG
Borehole and well logs, templates, data types, validation and field exchange.
Request WinLoG supportWinFence
Cross-sections, fence diagrams, strata interpretation and subsurface visualization.
Request WinFence supportEDMS
Environmental samples, laboratory results, regulations, reporting and project views.
Request EDMS supportGDMS
Geotechnical samples, laboratory tests, calculations, quality control and reporting.
Request GDMS supportE-ASR
Environmental site-assessment report setup, content, merge and document assembly.
Request E-ASR supportPOLLUTE
One-and-a-half-dimensional contaminant transport model setup and interpretation.
Request POLLUTE supportMIGRATE
Two-dimensional contaminant transport model setup and interpretation.
Request MIGRATE supportWinLoG Field Assistant
Android field data capture, local records, printing and office exchange.
Request WinLoG Field Assistant supportNeed structured instruction rather than issue resolution?
Instructor-led webinars and custom online or onsite sessions are available for product and project workflows.
Frequently Asked Questions
Using GAEA Software Support
Do I need current annual maintenance to receive technical support?
Software purchased within the previous 12 months or covered by current annual maintenance is generally eligible for technical support. Submit the available organization, product and licence information if eligibility is uncertain.
Are manuals and tutorial resources publicly available?
Yes. The software manual and tutorial-video pages can be reviewed without a maintenance agreement. Update access and direct technical assistance can depend on product, version and maintenance eligibility.
What should I include with a support request?
Provide the product, version and build; operating system; licence type; exact error or symptom; steps that reproduce it; recent changes; business impact; and useful screenshots or non-confidential example files.
Where can I find the product version?
Use the product About or Help information where available. Include a screenshot if the displayed version, build or licence information is unclear.
Can GAEA examine a project or template file?
Relevant project, template or example files can help reproduce an issue. Submit only information needed for investigation and remove confidential, personal or sensitive data whenever possible.
How do I request registration or a licence transfer?
Use the Software Registration page for registration, reinstallation and licence-transfer requests. Provide the registered organization and any available serial, registration, invoice or customer reference.
What happens when annual maintenance has expired?
Request an annual-maintenance quotation. The quotation can depend on the product, licence type, number of licences and time since expiry. The Maintenance page explains the applicable renewal and reactivation policy.
Is product training included with technical support?
Technical support addresses eligible product issues and usage questions. Structured team instruction, project-based learning and advanced workflows are available through separate training courses.
Ready to request GAEA software support?
Submit the product, version, environment, exact symptoms and reproducible steps—or use the public manuals and tutorials when you are looking for self-service guidance.