Frequently Asked Questions

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Maintenance in General

What is the ESRI Software Maintenance Program?

The ESRI Software Maintenance Program is a cost-effective and comprehensive program that includes technical support, software updates, and many other benefits. When you participate in the software maintenance program, you automatically receive the newest versions of ESRI software upon release at no additional cost. This allows you and your organization to keep up with the latest software technology developments, take advantage of usability improvements, and manage software licenses more easily. Being part of the ESRI Software Maintenance Program provides you with

• Automatic shipment of software updates to keep your ESRI products current
• Technical Support assistance from skilled and experienced analysts
• Complimentary registrations to the annual ESRI User Conference (where applicable)
• Automatic consideration for ESRI's Software Beta Program to preview and test software prior to general release
• Subscriptions to ArcNews and ArcUser
• Advanced and exclusive notification of software promotions, when offered

What is the difference between primary and secondary maintenance?

Primary maintenance subscribers receive software and documentation updates, technical support, and complimentary User Conference registrations (depending on quantity and type of software licensing).

Secondary maintenance subscription is offered at a lower cost and provides subscribers with software updates and technical support assistance through the software license covered under primary maintenance. This allows you to install and use software updates sent to your organization to update the software license covered under primary maintenance and request technical support assistance through the registered authorized caller at your site. Secondary maintenance does not include documentation updates, authorized caller, or complimentary User Conference registrations. Up to nine secondary software maintenance subscriptions can be purchased for each primary maintenance subscription.

Where do I find my customer number?

You can find your customer number at the top left on the second page of the Maintenance Quotation (see Sample Maintenance Quote), or you can contact ESRI Customer Service. Your customer number is also printed on the packing list and/or invoice that are shipped with your ESRI software. The customer number is between one to six digits and may also be referred to as an "end user" or "client ID" number on the invoice. Or you can contact ESRI Customer Service to request your customer number. Users outside the United States should contact their local ESRI distributor.

Maintenance Subscription

How do I keep my maintenance agreement current?

ESRI Customer Service keeps track of each maintenance subscription and will automatically notify you 120 days prior to your maintenance subscription expiration date and send you a quote 90 days prior to your maintenance subscription expiration date. Users outside the United States will be notified by their local ESRI distributor.

Maintenance Fees

Do I have to pay all maintenance fees up front?

Software maintenance fees are due and payable annually in advance. However, customers in the United States can request that software maintenance fees be paid quarterly or semiannually in advance, with an added service fee of 12 percent per billing. Users outside the United States should contact their local ESRI distributor.

Are there any maintenance fee discounts for business partners?

Business partners in the United States should contact their local ESRI regional office to get information on business partner maintenance pricing. International business partners should contact their local ESRI distributor.

Maintenance Term

For which software version is the maintenance subscription valid?

The maintenance subscription is valid for the most current version of the software license that you purchased.

When does the maintenance term start?

Effective November 1, 2006, the start date for all maintenance programs is determined by adding 30 days to the license invoice date and subsequently rounding up to the first day of the following month. This change is applicable to any new licenses purchased, whether they require a keycode or not. Existing licenses are not affected by this policy.

Here are two examples that illustrate how this policy change affects new software license purchases:

Example #1: New software licenses that do not require a keycode

You purchased a software license that will be shipped and invoiced on November 14. Under the new policy, the complimentary one-year maintenance term begins January 1 (invoice date + 30 days + rounding up to the first day of the following month).

Example #2: New software licenses that require a keycode

You purchased a software license that will be shipped and invoiced on November 14 but is not keycoded until December 2. Under the new policy, the complimentary one-year maintenance term begins January 1 (invoice date + 30 days + rounding up to the first day of the following month).

If I purchased multiple software products throughout the year, will I get a separate maintenance quotation for each product?

No. Any additional licenses that you purchase will be prorated when the next maintenance term renewal becomes due. This provides you with one maintenance "anniversary" date for all your software licenses and allows you and your organization to plan and budget accordingly, and it allows ESRI to issue one maintenance quote for all your software licenses once every year.

I want to change my maintenance term date. How can I do that?

If for some reason you need to change the start or end date of your maintenance term, please contact ESRI Customer Service to make the change. Some prorated charges may apply. Users outside the United States should contact their local ESRI distributor.

Maintenance Renewal Quote

I received a maintenance renewal quote from ESRI Customer Service. For how long is the maintenance quote valid?

The maintenance quote is valid for 90 days from the date of issuance. See also Sample Maintenance Quote.

Is the maintenance renewal quote the same as an invoice?

No. The maintenance renewal quote is not the same as an invoice. It is ESRI's policy to send maintenance quotes to all customers who have current maintenance subscriptions. Before ESRI can generate an invoice, it needs to receive authorization from you in the form of a signed maintenance quote that is returned to ESRI, a purchase order, or payment via credit card or check.

What does prorating mean with regard to my maintenance?

Prorating means that your software maintenance dates will be synchronized so that all your ESRI software products reflect a common maintenance start and end date, regardless of when you purchased them. Having one common maintenance term for all your ESRI software products will help with your budgeting process, as you will be able to track all maintenance-related charges on one invoice, once a year. Please note that the maintenance term for the very first ESRI software product you purchase will be the maintenance term to which all other maintenance terms are synchronized.

In the United States, your maintenance start date is based on the delivery date, or the keycode issue date, of the first ESRI software product you purchased. (Internationally, the maintenance start date is the ship date plus 30 days or the keycode issue date.) For example, your ArcInfo software is delivered to you on September 30, 2004, and you are issued a keycode on October 1, 2004. Since ArcInfo licenses require a keycode, your maintenance start date is October 1, 2004, and your end date is September 30, 2005. Please note that the cost of the first year of maintenance is included in the license purchase price.

Maintenance for additional software licenses purchased at later dates is prorated so that you have one maintenance start and end date for all your ESRI software products. For example, one month after purchasing the ArcInfo license, you decide to purchase an ArcSDE license. The software is delivered to you on November 1, 2004. Since ArcSDE licenses do not require a keycode, your maintenance start date is November 1, 2004. Again, this is your one year of complimentary maintenance, making the end date for the ArcSDE maintenance term October 31, 2005.

When you receive your maintenance quote 90 days prior to the ArcInfo maintenance expiration date, ArcSDE maintenance will be prorated for 11 months, while the fee for ArcInfo maintenance is based on 12 months. Therefore, the maintenance expiration date for subsequent maintenance terms will now be October 1 for both your ArcInfo and your ArcSDE license. View a Sample Maintenance Quote to see how prorated maintenance for software licenses is itemized.

Why are there multiple line items on my maintenance quote that appear to be for the same type of maintenance (e.g., secondary maintenance)?

There are differences between primary and secondary maintenance subscriptions, not only in pricing but also in associated benefits. For example, licenses covered by secondary maintenance receive all software updates and technical support through the holder of the primary maintenance subscription. This is identified on the maintenance quote to help you distinguish which of your licenses are under primary maintenance and which ones are under secondary maintenance, since each carries different types of benefits.

In addition, if the maintenance for one of your products is being prorated, it will be reflected as a separate line item, even if you already have previous copies of the same product.

Software Products Covered Under Maintenance

Are my ArcGIS Desktop extensions covered by my maintenance subscription?

Most ArcGIS Desktop extensions require a separate maintenance fee, which is calculated using the same rules that apply to the ArcGIS Desktop products (ArcView, ArcEditor, ArcInfo). Primary and secondary maintenance is offered for both concurrent and single use ArcGIS Desktop extensions. Please note that maintenance pricing differs based on whether you have concurrent use or single use licenses.

I have purchased additional software licenses. Does my maintenance subscription cover those licenses?

Each additional software license requires its own maintenance subscription (where applicable.) To find out how to purchase maintenance for your additional licenses, in the United States, contact your local ESRI regional office. International users should contact their local ESRI distributor.

I have received my ESRI software products as part of a donation or grant. Do I still get the first year of maintenance free of charge?

If you have received your ESRI software products as part of a donation or grant, the first year of maintenance is provided free of charge, unless otherwise noted in your contract.

Am I eligible to receive service packs, even if my ESRI software products are not on maintenance?

All users are eligible to receive any service packs released by ESRI, whether or not their ESRI software products are on maintenance. Service packs are generally made available via Web downloads (or via CD upon request). Please note that service packs are not functional unless you already have the required product release installed. Visit the ESRI Support Center for the latest information on service packs and patches or sign up for the ESRI Support Subscription Service newsletter that informs users of all new patches, service packs, and product documentation. Please note that you will have to log in to your ESRI Global Account first. If you do not have an ESRI Global Account, you may create one by clicking the Create Account link in the left column.

Support

I want to contact ESRI Technical Support and understand I need to be an "authorized" caller. What is an authorized caller?

An authorized caller is an individual designated by you, the customer, who can contact ESRI to request technical assistance (e.g., to report software problems or request assistance with software use). You need to provide the names of the authorized callers to ESRI Technical Support; however, you can change the authorized caller list at any time by notifying ESRI Technical Support. If you do not notify ESRI with the name of the authorized caller, the first person to call ESRI to request technical support assistance becomes the authorized caller.

If the current authorized caller leaves your organization for a long period of time or resigns, ESRI needs to be contacted and informed as to who the new authorized caller will be. ESRI does not accept calls from other callers within a user organization if the authorized caller is on short leave (e.g., vacation or illness), unless the user organization has notified ESRI.

I am an international user/developer. Can I get direct support from ESRI in the United States?

ESRI software users outside the United States can receive technical assistance through their local ESRI distributor. The distributor will contact ESRI in Redlands, California when more assistance is needed. Please contact your local ESRI distributor with any questions or for more details.