Quote Process

ESRI's goal is to provide you with ample time to plan and respond, thus avoiding any interruption in your software maintenance term, which could impact access to technical support and other benefits that are part of your maintenance subscription.

ESRI strives to provide you and your organization with correct and timely information about your ESRI software maintenance. The maintenance quotation process not only seeks to identify any discrepancies regarding your ESRI software licenses, but it is also meant to alert you that your current software maintenance term is about to expire.

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120 days before the expiration date of the maintenance term

ESRI Customer Service sends a letter to your organization, addressed to the person who has been identified by your organization as the point of contact for maintenance matters. The purpose of this letter is to verify the accuracy of the contact information as well as ensure that the ESRI software license information that ESRI has on file is correct (e.g., license quantity or license type). Any discrepancies should be noted by you and sent back to ESRI Customer Service so that appropriate changes can be made to your customer file.

90 days before the expiration date of the maintenance term

A maintenance quote for the existing ESRI software licenses is sent to your organization and addressed to the person who has been identified by your organization as the point of contact. This maintenance quote lists all of your organization's ESRI software licenses under maintenance (type of license and quantity), maintenance term for those licenses, type of maintenance for each license (primary or secondary), and associated fees for each license.

75 days before the expiration date of the maintenance term

ESRI contacts you via e-mail or fax to confirm that the maintenance quote has indeed been received. This is also another opportunity to let ESRI know about any errors regarding the contact information or ESRI software licenses. Any errors noted by you should be communicated to ESRI Customer Service so that your customer record can be updated to reflect the correct information. Please note that you will only be contacted if ESRI has not received a purchase order or payment or some other form of communication from you regarding your maintenance agreement.

30 days before the expiration date of the maintenance term

A follow-up letter is sent to you if a purchase order or payment has not been received by ESRI. This letter serves to remind you of the impending expiration of the current software maintenance term and includes pertinent information about your account and your ESRI software licenses. Please be aware that a lapse in your maintenance subscription will affect your ability to receive technical support as well as your eligibility to receive any software updates that are released during a nonactive maintenance term. Other benefits, such as complimentary ESRI User Conference registrations, may also be affected.

15 days before the expiration date of the maintenance term

An ESRI Customer Service representative will call you to remind you that your maintenance term will expire in 15 days. At the same time, Customer Service will also contact your Regional Office representative to inform them of the same.

Day of maintenance expiration date

If ESRI has not received a purchase order or payment by this date, you will receive a notification stating that your maintenance term has expired. However, while technical support will be extended for an additional 30 days, you will no longer be eligible to receive any software updates that are released after your maintenance term has expired. Any other benefits that are contingent upon a current maintenance subscription will also be rescinded.

If a purchase order or payment is received during the extended 30-day technical support period, all benefits will be reinstated. However, if no purchase order or payment is received, you will no longer be able to receive technical support and your maintenance subscription is considered to have expired.

To reinstate a maintenance subscription that has expired, users in the United States should contact ESRI Customer Service. International users should contact their local ESRI distributor.