Premium Support Technical Account Leads are Esri professionals who focus on understanding your industry specific business needs and goals. Your assigned Technical Account lead will be responsible to ensure that your organizations support needs are met by:
Up to two Premium Support Authorized Callers can be designated per contract. The designated Authorized callers will be the main points of contact between your organization and your Premium Support Technical Account Lead. This relationship ensures frequently communication and allows for proactive knowledge transfer.
When a Premium Support Incident is logged for your organization you can expect:
Premium Technical Account Leads will proactively provide your organizations Authorized Callers with software news and updates.
All incidents logged for an Organization can be viewed and tracked 24/7/365 online via the My Support Portal. Premium Support Authorized Callers will be able to use the My Support Portal to log and track Premium incidents, enter and maintain GIS system profiles, and access other Premium Support-related tools.
A key component of the program is a service review which is attended by your Account Manager, Technical Account Lead, the Premium Support Services Manager, and other Esri staff as required. The objective of this meeting is to review your Premium Support incidents as well as proactively communicate software news and updates.
