EDI and integration support

Every Step Visible, From Support Request to Resolution.

The MAP support team records your requests, prioritises them according to your service level and tracks the resolution process in one operational workflow.

View the support process Compare SLA levels

Technical support operations team monitoring enterprise systems — Representative image · Technical support operations

30years of experience
1,500+customers
150Melectronic messages / year
10+sectors

One team, visible tracking

One Workflow From Support Request to Resolution.

In EDI and integration environments, even a small disruption can affect data flows and processes with trading partners. Support therefore means more than answering a question: it means assessing the impact correctly and making follow-up visible.

The MAP Customer Support Centre brings together email, phone, remote connection and, when required, on-site support within defined service levels.

Support process

The Request Is Logged, Prioritised and Tracked to Resolution.

Every step has the same purpose: to involve the right specialist with the right information and keep the request status traceable.

01
Log the request
Your request is received through the support channel and turned into a traceable record.
02
Assess the impact
The scope, urgency and affected systems are assessed according to the service level.
03
Specialist response
The support team investigates the issue and proceeds through a remote connection or the required technical steps.
04
Track the resolution
The applied solution and request status remain visible until the process is closed.

Support scope

From Everyday Questions to Critical Data Flows.

EDI flow and service monitoring

Technical support for data transfers, service continuity and EDI flow configurations.

Remote support

Secure remote intervention for system and application issues where appropriate.

Mappings and data formats

Mapping updates and data-format support according to the selected service level.

Installation and updates

Customer-side installation and software-update support within the Gold service level.

Technical support specialist remotely examining an EDI data flow — Remote interventionInvestigate flow and service issues in the right context.

Technical team performing an on-site system check in a data centre — On-site technical supportCarry out installations and updates in a controlled manner.

Support channels

Remote, by Phone or On Site, According to Need.

Support channels and service hours are defined by your selected service level. This means teams know from the outset which channel to use and the expected response time.

Share your requirements

EmailTraceable support request
PhoneDirect support at Gold level
Remote connectionTechnical intervention at Gold level
On-site resolutionSupport scheduled according to requirements

Service guarantee levels

Choose the Support Scope That Fits Your Needs.

Standard, Silver and Gold differ in support channels, service hours, response and resolution targets, and additional services. Assess the comparison against the criticality of your current operations.

01 · Standard

Essential continuity

Weekday support, email requests and essential EDI service checks.

8-hour response target

02 · Silver

Faster follow-up

Monthly consultancy and an annual mapping update in addition to the Standard scope.

3-hour response target

03 · Gold

Extended response

Phone, remote connection, installation and extended service-hours support.

2-hour response target

Compare the full scope

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MAP service guarantee levels: Standard, Silver and Gold comparison
ServicesSupport service levels	Standard	Silver	Gold
MAP Services
Service Continuity Control
EDI Flow Configuration
Up-time	%99.7	%99.9	%99.9
DRC Usage
Technical Support
E-mail Support
Problem Resolution
Data Transfer Control
Monthly Consultancy	–	2 Hours	4 Hours
Phone Support	–	–
Data Mapping Support	–	–
Remote Connection Support	–	–
Customer-side Installation	–	–
Customer-side Software Update	–	–
Mapping Update	–	1 x Mapping/Year	2 x Mapping/Year
Service Level
5x9 Monday-Friday 09:00-18:00 Support
6x16 Monday-Saturday 09:00-18:00 Support	–	–
Response Time	8 Hours	3 Hours	2 Hours
Resolution Time	Best effort	8 Hours	3 Hours

Operational benefit

Let Your Support Team See What Is Happening, Who Owns It and Where It Stands.

One request workflow

Requests enter a traceable process instead of being lost across scattered communications.

Defined expectations

Response and resolution targets are visible from the outset through the selected SLA level.

Access to specialists

You work with a technical team that understands your EDI and integration infrastructure.

Talk to MAP

Share Your Support Needs and Expected Service Level.

Briefly describe the systems you use, your critical processes and support expectations. Together, we can assess the right scope.

Full name *

Work email *

Briefly, what you need *

The details you submit are used only to respond to your request. Privacy notice (KVKK)

Data controller: Map Elektronik Ticaret ve Veri Hizmetleri A.Ş. (MAP), Huzur Mahallesi, Umar Sokak No:1 Kat:7, Gökdeniz İş Merkezi, Sarıyer, Istanbul, Türkiye (MERSİS No. 0859008357300019, KEP address: mapelektronik@hs01.kep.tr). This notice is provided for this form under Article 10 of the Turkish Personal Data Protection Law No. 6698 (KVKK) and the Communiqué on the Procedures and Principles of the Obligation to Inform.

Data processed: the full name, email address and message you enter; the phone number you optionally give on the Contact page form; the address of the page you send the form from. To prevent abuse and spam, your IP address is used briefly for a rate-limit check only and is not stored. Please do not include personal data your request does not need, in particular special categories of personal data.

Purpose and legal basis: your data is processed only to assess your request, reply to you and handle the related correspondence, based on KVKK Art. 5(2)(c) (directly related to establishing a contract) and Art. 5(2)(f) (legitimate interest of the controller, provided your fundamental rights and freedoms are not harmed). It is not used for marketing, profiling or advertising and is never sold to third parties.

Collection method: the data is collected electronically through this web form and forwarded by email to MAP's corporate mailbox.

Transfers: limited to the purpose above, your data may be transferred to the providers of the website's hosting and email services and, where a legal obligation arises, to competent public authorities.

Retention: the data is kept for as long as the correspondence about your request requires and for the periods set by applicable law, and is then deleted, destroyed or anonymised.

Your rights: under KVKK Art. 11 you may learn whether your personal data is processed and request information about it, learn the purpose of processing and whether it is used accordingly, know the third parties in Türkiye or abroad to which it is transferred, request correction if it is incomplete or inaccurate, request deletion or destruction where the conditions are met and notification of these actions to recipients, object to an outcome against you arising exclusively from automated analysis, and claim compensation for damage caused by unlawful processing.

How to apply: in line with the Communiqué on the Procedures and Principles of Application to the Data Controller, send your request in writing to the address above, by registered electronic mail (KEP) to mapelektronik@hs01.kep.tr, with a secure electronic or mobile signature, or from an email address you have previously given MAP and that is registered in MAP's system to info@map.com.tr. Requests are concluded free of charge within thirty days at the latest; if the action involves an additional cost, the fee in the tariff set by the Personal Data Protection Board may be charged.