Premium Support Services

Enjoy the convenience of prioritized incident management and personalized technical support with the Esri Premium Support Services (PSS) program. Premium Support Services complement and extend existing standard technical support options by providing focused industry-centric support.

Premium Support is used by Esri customers who are developing, implementing, or supporting complex, mission-critical GIS applications, and also:

Premium Support Services are available:

Premium Support Services includes the following additional components:

Components Standard Support Premium Support*
Assigned Technical Account Lead   Yes
Priority Phone Support and Routing   Yes
24/7/365 Support Availability   Yes
24/7/365 Incident Work Clock   Yes
Daily Incident Status Updates   Yes
Proactive Information Sharing   Yes
Proactive Premium Support Reviews   Yes
New Software Releases Yes Yes
Service Packs Yes Yes
Patches Yes Yes
Unlimited Telephone Support Yes Yes
Live Remote Support Yes Yes
Esri Online Support Center Yes Yes
Esri Support Services-User Advocacy Group Yes Yes
Knowledge Base Yes Yes
Web Help Yes Yes
Product Documentation Yes Yes
Support Newsletters Yes Yes
User Forums Yes Yes

*Must be current on all maintenance to purchase Premium Support.