Frequently Asked Questions

Getting started

  • Yes. The Explore plan is completely free and lets you create maps, share stories, and access thousands of open datasets—perfect for testing Terria's capabilities. For teams evaluating paid Starter, Pro, or Custom plans, we offer guided demos using your own data. Book a call →

  • If you're exploring Terria or want to create and share maps without commitment, contact us to start with Explore.

    Teams running a single project who need to upload their own data, make projects private, and collaborate with unlimited team members should choose Starter.

    Organisations building multiple digital twins, working with complex data formats (large point clouds, BIM/IFC, terrain models), or requiring expert data processing support should choose Pro.

    For enterprise deployments, multi-agency programs, or organisations needing enterprise CAD support (DWG, FBX), custom integrations, SSO, or white-label branding, Custom plans offer tailored solutions with dedicated account management.

  • You have two options: Choose a Custom plan for tailored configurations (custom project limits, SSO, white-label branding, self-hosted deployment, etc.) with dedicated account management, or choose a standard plan and purchase extra service packs for specialized assistance with data processing, migration, custom development, and training, or additional storage and bandwidth. Contact us →

  • Most teams are exploring data within hours of signing up. Pro and Custom plans include Concierge onboarding support and access to the Digital Twin Resource Hub to ensure smooth deployment across your organisation.

  • Yes. Please get in touch with our team at support@terria.io and we will be happy to assist you.

Working with your existing tools

  • No. Terria enhances your existing investments rather than replacing them. It federates data from your Esri services, CAD files, databases, and other systems into one accessible view—without requiring data migration or changing your current workflows. Think of Terria as the collaboration and visualization layer that makes your existing spatial data accessible organisation-wide.

  • Terria connects directly to Esri services (ArcGIS Server, ArcGIS Online, FeatureServer, ImageServer) and displays your existing map services, feature layers, and I3S scene layers. Many customers use Esri for spatial analysis and data management, then use Terria to make that data accessible to non-GIS teams and external stakeholders—without additional Esri seat licenses.

    Contact us to discuss your integration needs.

  • Terria supports 60+ formats across three categories:

    • Category 1 (Self-serve): Standard formats you can upload directly, including GeoJSON, Shapefiles, KML, 3D Tiles, and connections to Esri services, WMS/WFS, OpenStreetMap, and open data portals. Files up to 100MB auto-upload; 3D Tiles up to 5GB. Available on all paid plans.

    • Category 2 (Assisted): Larger files (>100MB), specialized formats like LAS/LAZ point clouds, IFC (BIM), GeoTIFF imagery and terrain, SLPK/I3S packages, and COG files. Requires Terria team assistance for processing. Available on Pro and Custom plans with 2+ hours/month technical data support.

    • Category 3 (Specialist-supported): Enterprise CAD (DWG, FBX), very large ECW imagery, Geodatabase (.gdb), custom terrain, and proprietary/legacy systems requiring custom integration. Available on Custom plans only.

  • Yes, and we encourage it. Terria federates data from source—connecting to your existing servers and services without requiring uploads. This works for most common formats including Esri services, WMS/WFS, open data portals, and many 3D services.

  • Yes. All plans include access to the Terria Demo Data Catalogue with thousands of open datasets from government agencies, research institutions, and other sources. These datasets are perfect for testing, building context around your own data, or creating comprehensive digital twins without sourcing data from scratch.

    You're responsible for ensuring compliance with individual dataset terms of use for your specific use case.

  • Yes. Secure hosting and storage are included with all paid plans. Starter includes 25GB storage, Pro includes 100GB, and Custom plans offer tailored storage amounts. Data bandwidth is also included (100GB/month on Starter, 500GB/month on Pro). If your project grows beyond these limits, additional storage and bandwidth packs are available as add-ons.

For consultants and agencies

  • All plans include unlimited users. You can invite as many project owners, editors, and viewers as needed—there are no per-seat fees. This applies to team members, clients, stakeholders, and community members alike.

  • Yes. Pro and Custom plans support multiple projects, ideal for consultants managing client work. Each project has separate access controls with unlimited team members (owners, editors, viewers).

  • Projects are included in your plan tier (for example, Pro includes two projects, and Custom is tailored to your needs). Please get in touch if you need additional projects on your plan.

  • Custom plans support grey-label (your logo with our “powered by Terria” mark) or white-label (complete rebrand with custom domain) configurations. This lets consultants deliver Terria-powered digital twins under their own brand, or government agencies deploy under their organisational identity.

Security and compliance

  • Yes. Terria is trusted by Australian federal and state governments for smart city initiatives and national mapping programs. The platform supports authentication, role-based access controls (project owners, editors, viewers), and encrypted data transmission.

  • You control access completely. Projects can be public (anyone with the link), private (authenticated users only), or restricted to specific team members with defined roles (owner, editor, viewer). Each project has independent access controls managed by project owners.

  • No. Each user must have their own account login for security and compliance reasons.

  • If you federate data from your own servers, that data remains on your systems, as Terria only provided the visualization layer.

    For data uploaded to Terria's storage, you can request your processed data files within 6 weeks of cancellation by contacting support@terria.io. After 6 weeks, we permanently delete all uploaded data from our systems.

Support and services

  • Our experts help with format conversions (e.g., converting CAD to 3D Tiles), data optimization for performance, processing large files, troubleshooting visualization issues, and setting up complex integrations. Pro plans include two hours per month of data support, and Custom plans can include tailored hours.

    This eliminates the need for specialized GIS skills on every team and ensures your data displays optimally in Terria.

  • Response times depend on your plan:

    • Starter: First response within 2 business days

    • Pro: First response within 1 business day

    • Custom: First response within 4 business hours

    All support is available during business hours (Mon-Fri, 9am-5pm AEST).

  • Support channels and additional services vary by plan:

    • Starter: Standard support via email and self-serve via the Help Centre.

    • Pro: Priority support via email and Slack. Pro customers also have access to the Digital Twin Resource Hub and Launch Pad (UX team support for project design).

    • Custom: Enhanced support via email, Slack, and scheduled video calls. Custom plans include a dedicated account manager, monthly video support calls, and quarterly health checks. We can also tailor additional support arrangements to your needs.

  • Additional support and expert services are available through "Hire an Expert" service packs for specialized data processing, migration assistance, custom development, or extended training. Storage and bandwidth packs are also available if your project grows beyond plan limits. 

    Contact us for more details.

  • All plans include access to documentation, guides, and video tutorials in our Help Centre. Starter plans include Concierge onboarding to set up your first project. Pro plans add access to the Digital Twin Resource Hub (educational resources) and Digital Twin Launch Pad (UX team support for project design). Custom plans include tailored training programs for your team.

Payments and billing

  • We accept payments through secure third-party processors such as Stripe. For bank account transfer, please send an enquiry to accounts@terria.io.

    All prices are listed in Australian Dollars (AUD), excluding GST (Goods & Services Tax). For Australian customers, GST will be added at checkout. For international customers, no GST is added, and charges are processed in your local currency, based on the exchange rate provided by Stripe at the time of payment.

  • Yes. Plans automatically renew unless cancelled before the renewal date. You can cancel a monthly plan anytime through your account. Cancellation takes effect at the end of your current billing period.

  • All plans include access to third-party base map services (Mapbox, Cesium Ion, Bing Maps, Google Maps) and third-party georeferencing services (Bing). These services charge based on usage volume. We're actively developing customer-facing usage monitoring, cost controls, and a completely free base layer option to eliminate these third-party dependencies.

    In the meantime, high-traffic projects may generate additional usage fees beyond your plan's base cost, which we'll invoice at your next billing cycle. To help avoid surprises:

    • Contact us before launching public or high-traffic projects at support@terria.io. We can help you estimate costs and choose the right services for your needs.

    • Provide your own API keys for third-party services to manage usage and billing directly with the provider 

    • Keep us informed if your project usage grows significantly.

  • Annual plans include a 30-day cooling-off period (depending on contract type) for pro-rata refunds. Beyond the cooling-off period, refunds are available only in limited circumstances as required under Australian Consumer Law. We recommend starting with the free Explore plan or scheduling a call with the Terria team to ensure the platform is a good fit before committing to paid plans.

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