Talk to Us

Sales

Have questions about licensing, volume purchases, enterprise deployment, education, or choosing the right Gaea edition for your team?

Contact our Sales team for purchasing guidance, quotes, and commercial licensing assistance.

Contact Sales

Support

Need help with Gaea itself?

Contact our Support team for technical issues, installation and activation problems, account or license troubleshooting, and other product-related assistance.

Contact Technical Support

Please include a Diagnostics Log in your ticket.

Community Forums

Join the Gaea Community Forums to connect with fellow artists, experienced users, and terrain experts. Share your work, exchange techniques and ideas, ask questions, get feedback, and learn from the community's collective experience.

Visit the Forums

Please keep the following in mind when contacting Support.

Response Times and Expectations

When can I expect a solution?: The time required depends on the nature of the issue. Some problems can be resolved quickly, while others require investigation, testing, or broader changes. We are a small team and cannot guarantee resolution times, but we will do our best to help.
What should I do if I haven't received a reply yet?: We review every support request, but replies may take longer during busy periods. Please allow us some time to investigate. You may also want to check your spam folder and confirm that you used the correct email address when submitting your request.
Why are resolution dates sometimes uncertain?: We often need to reproduce and investigate an issue before we can estimate the work involved. We prefer to avoid giving you a date until we have enough information to make it reliable.
Is priority support available?: We do not currently offer formal priority support tiers. We assess requests based on factors such as severity, impact, and the number of users affected.

Reporting and Communication

What happens after I submit a ticket?: We review the information provided and may contact you for additional details. Including your Watson Diagnostic Log code, relevant terrain files, and screenshots or videos can help us investigate more efficiently.
Why might Support ask for more information?: Many problems depend on a specific project, workflow, or system configuration. Logs, reproduction steps, and system details help us identify the cause and avoid making incorrect assumptions.
What information should I include in my report?: Please include a clear description of the problem, your Watson Diagnostics Log, steps to reproduce it, relevant error messages, and any helpful screenshots, videos, or terrain files.
What does it mean when Support says an issue is being investigated?: It means we have reviewed your report and are evaluating the next steps. This may involve reproducing the problem, reviewing the relevant code, testing possible solutions, or scheduling it for a future update.

Bugfix Process

Why might my issue not be included in the next update?: Each update contains a specific set of completed and tested changes. Some issues require more investigation or are connected to larger parts of Gaea, so they may take longer to resolve.
How do you balance bug fixes and new development?: We work on maintenance and new development in parallel. Priorities depend on severity, impact, technical complexity, and how many users are affected.
Why does a fix need to be tested before release?: Changes can affect other tools and workflows in unexpected ways. Testing helps us confirm that a fix resolves the original problem without introducing new ones.