Support

ESRI's long-standing commitment to serving and responding to the GIS software user community is exemplified by the goals of our support services: to promote your success with ESRI's ArcGIS software and carry forward your suggestions for its continuing improvement. To foster your success in using ESRI software products, we offer a flexible and comprehensive support program.

ESRI offers two levels of support:

• Technical Support—Contact ESRI Support Services for any helpdesk assistance you may need with ESRI's desktop, server, or developer products and technologies.
• Premium Support—Premium support addresses application issues including those related to cross-product/cross-platform implementation.

Sign up to receive ESRI Support notifications about the latest 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 can create one by clicking the Create Account link in the left column on the My Account page.

Technical Support

ESRI Support Services is dedicated to providing timely and expert assistance to ESRI software users within the United States.

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

Areas of support include any problems, questions, or comments you may have in any of the following areas:

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

ESRI Support Services can be reached via e-mail, telephone, fax, or the support Web site. 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 personal account manager 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
• 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.