Technical Support

Subscribing to Esri Software Maintenance gives you access to world-class technical support that includes the vast Esri Knowledge Base and information sharing on the Support Web site, active user forums, multiple ways to interact with Esri on technical issues, and analysts who work through issues with you.

You can choose the support level that best meets your needs. And if your business requirements change, you can switch to the option that's right for you.

Services	No Software Maintenance	Standard Support	Premium Support
New Software Releases New software releases are automatically shipped at no cost to all customers who are current on maintenance. These releases contain feature enhancements, new functionality and technology, and provide improved performance.
24/7/365 Unlimited Telephone Support Mission-critical environments often require support on the weekend and after hours, beyond Standard Support hours. With Premium Support, you have access to a Support technician 24 hours a day, 7 days a week, 365 days a year.
Unlimited Telephone Support (Business hours) You can call Software Support as often as you need to ask for assistance or log an incident. Standard Support hours are Monday through Friday, 5:00 A.M. to 5:00 P.M. Pacific Standard Time. You can reach us at 1-888-377-4575.
Designated Premium Support Coordinator Each Premium Support customer is assigned a Designated Premium Support Coordinator (PSC) and given direct access to this highly skilled technical professional who Is available via e-mail and a dedicated phone number Helps you create and maintain a detailed profile your GIS that can instantaneously accessed by Esri Support Analysts Becomes familiar with your GIS architecture, infrastructure, and critical operations it supports Leads quarterly teleconferenced reviews of your support activities Manages escalation of your incidents to the appropriate Esri resources and provide regular feedback Advocates for you within Esri, ensuring your incidents receive priority attention until resolved
Priority Incident Escalation Your PSC immediately escalates your incident to Senior Support analysts after initial incident documentation and provides proactive monitoring and feedback on support incidents.
Priority Phone Support and Routing Always, your issues get first priority in phone support, routing, and escalation until they're resolved. This priority status reduces downtime and maximizes time your GIS and staff are supporting critical business operations.
Quarterly Review Teleconference Your PSC will lead a quarterly review of all recent support activity, troubleshoot to minimize impact of future inicidents, and discuss how to better support your operation.
E-mailed Software Alerts Receive a message whenever a new fix, bug, or alert is posted on the Support web site.
My Support My Support is a robust interactive web-portal where you can track, manage, and comment on support incidents, view status and last activity, and generate custom reports.
Live Chat with an Analyst Online live chat provides you with another option for working with Esri Technical Support. Available from 5am-5pm Pacific Time, Monday through Friday.
Hot Fixes In some cases where an issue is determined to be a software defect, that impacts critical workflows, Esri will evaluate the issue to determine if a hot fix, outside of the standard service pack and release cycle, is warranted.
Secure Live Remote Support Technical Support representatives can directly interact with your system using the secure Citrix ® GoToAssist tool to find an expedient solution to your problem.
Customer Care Portal View order history, manage licenses, track User Conference and training registrations.
Free Registration to Annual Esri User Conference Most Esri software licenses include a complimentary registration to the annual Esri International User Conference. View the Registration Guidelines to see if you qualify.	*First year only
Esri Support Services-User Advocacy Group The User Advocacy Group (UAG) engages the user community to provide feedback that helps shape the direction of ArcGIS software development. The UAG utilizes Esri Support Services, beta programs, holistic testing, user forums, and direct feedback from users.
Software Service Packs Service packs are minor feature maintenance releases, generally released quarterly and available via the Web or DVD upon request. They address issues with the software that have been reported by users or uncovered through Esri's own investigations.
Patches Patches can be single fixes or a set of related fixes in a specific functional area of the software and are available via the Web. Once a patch is released, it is incorporated into subsequent service pack releases.
User Forums Esri software user forums provide you with a place to ask questions and share knowledge with peers about technical details and techniques for accomplishing tasks.
Web Seminars Esri Live Training Seminars and recorded Training Seminars provide opportunities to learn from Esri technical experts about new releases, software functionality, tips and tricks, and more.