The following questions and answers provide information about the Esri Software Maintenance Program offered in the United States. Outside of the United States, contact your local Esri distributor for more information.
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General/Esri Software Maintenance Program
What is the difference between primary and secondary maintenance?
Primary maintenance subscribers receive software and documentation updates, technical support, and complimentary registration to the Esri International User Conference. The number of complimentary registrations depends on the type of software licensing.
Secondary maintenance is offered at a lower cost and provides subscribers with software updates and technical support through the software license covered under primary maintenance. Secondary maintenance does not include documentation updates, authorized caller privileges, or complimentary Esri International User Conference registrations. Up to nine secondary software maintenance subscriptions can be purchased for each primary maintenance subscription.
When does the maintenance term start?
The start date for all maintenance programs is determined by adding 30 days to the license invoice date and rounding up to the first day of the following month.
Do I have to pay all maintenance subscription 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.
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 returned, signed maintenance quote; a purchase order; or payment via credit card or check.
Eligible Software and Licenses
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, such as reporting software problems or requesting 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.