The Esri Software Maintenance Program is for users in the United States only. Users outside the U.S. should contact their local distributor for software maintenance policies within their country as there may be some differences. For a description of the program, please view the following PDF:
For those U.S. customers who require a formal maintenance agreement, the following document is provided:
ArcGIS for Home Use Installation Support
Noncommercial users in the U.S. who participate in Esri's ArcGIS for Home Use are entitled to Installation Support at no additional charge.