Support

You can choose between two technical support options to help ensure your success with Esri software and technology:

• Standard Technical Support—Contact Esri Support Services for helpdesk assistance with Esri's desktop, server, or developer products and technologies.
• Premium Support—With Premium support you get 24/7 assistance and an assigned coordinator to help you address application issues including those related to cross-product/cross-platform implementation.

Standard Technical Support

Esri Support Services provides timely and expert assistance to Esri software users within the United States.

With the purchase of an ArcGIS for Desktop license or most other desktop or developer products from Esri, you can designate to have one authorized caller (per software license) for technical support. Most server or database products and technologies allow up to three authorized callers from your site. Please refer to Maintenance Benefits by Product to find out which type of technical support is included with your maintenance subscription.

Areas of support include any problems, questions, or comments related to:

• Software installation and configuration
• Functional use of the software
• Interfacing applications with your hardware or other peripheral devices
• Requesting product enhancements or reporting software defects

The Esri Support Service Web site gives you easy access to help through links to resources, user forums, and downloads. New Live Chat gives you direct online access to Esri Technical Support Analysts. My Support is an interactive tool for viewing, commenting on, tracking, and reporting on your technical support incidents.

Esri Support Services can also be reached via e-mail, telephone, and fax. To access My Support and Live Chat with an Analyst, and for more details regarding technical support policies and procedures, please visit Esri Technical Support.

International users should contact their local Esri distributor for technical support.

Premium Support

Premium support analysts are dedicated technical GIS professionals with database administration expertise and considerable experience dealing with application issues including those related to cross-product/cross-platform implementation.

Premium support analysts tailor their help to meet your unique needs by building a relationship with you based on understanding your business goals and technical needs. A premium support coordinator is your personal liaison who ensures that your support needs are handled efficiently and satisfactorily.

Benefits of premium support include

• Guaranteed response time
• Premium Web site access
• Premium support coordinator
• Toll-free calling
• System/Environment profiling
• Escalation management
• Hot fix support
• Software alert newsletter

For more details regarding premium support and to find out how to sign up, visit Esri Premium Support.