Premium Support

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:

Complements and extends existing standard technical support
Provides prioritized incident management
Provides the highest level of technical support available from Esri
Includes all the features and benefits included with the Standard Support program

Premium Support Services are available:

As a stand-alone service
As part of the Esri Enterprise Advantage Program

Premium Support Services includes the following additional components:

Components	Standard Support	Premium Support*
Assigned Technical Account Lead Premium Support Technical Account Leads (TALs) are Esri professionals who focus on understanding your industry-specific business needs and goals. Your assigned Technical Account Lead is responsible for ensuring that your organization’s support needs are met.
Priority Phone Support and Routing All Premium Support incident requests are acknowledged within one hour, are automatically set with a higher priority and are immediately be assigned to a Premium Support Level Analyst.
24/7/365 Support Availability Premium Support Level Analysts are available to take new incidents via phone or the MySupport Web site 24/7/365.
24/7/365 Incident Work Clock Premium Support incidents are reviewed and worked on 24/7/365.
Daily Incident Status Updates A Technical Account Lead provides daily status updates on all active Premium Support incidents.
Proactive Information Sharing Premium Technical Account Leads proactively provide the latest software news and updates.
Proactive Premium Support Reviews A key component of the program is a service review that is attended by your Account Manager, Technical Account Lead, the Premium Support Services Manager and other Esri staff as required. The objective of this meeting is to review your Premium Support incidents, as well as proactively communicate software news and updates.
New Software Releases New software releases are automatically shipped to all customers who are current on maintenance. These releases contain feature enhancements including new functionality and technology, and provide improved performance.
Service Packs Service packs are minor feature maintenance releases and are generally released on a quarterly schedule. Service packs address issues with the software that have been reported by our users or uncovered through Esri's own investigations. Service packs are generally available via the Web, through CD distribution, or upon request.
Patches Patches can be single fixes or a set of related fixes in a specific functional area of the software and are available by way of the Web. Once a patch is released, it is incorporated into subsequent service pack releases.
Unlimited Telephone Support If technical issues arise that require assistance, log an incident with Esri Software Support over the phone. Standard Support hours are Monday through Friday, 5:00 A.M. to 5:00 P.M. Pacific Standard Time. You can contact Software Support as often as you need, but we recommend that you search for available information on our Support site; it can often help you resolve the issue quickly. You can reach us at 1-888-377-4575.
Live Remote Support If you require a more hands-on approach to resolving an incident, Technical Support representatives are equipped with remote support tools to assist you. Each member of the Support Services staff can directly interact with your system using the secure Citrix ® GoToAssist tool to find an expedient solution to your problem.
Esri Online Support Center The Esri Online Support Center is a dynamic Web site that communicates new technical information to you and the Esri user community in the form of updated product documentation, blog posts, technology announcements, and more. You can also submit a Support Request using the Esri Support Services Online Support Center.
Esri Support Services-User Advocacy Group The main mission of the User Advocacy Group (UAG) is to understand and respond to your concerns. The UAG seeks to engage the user community in providing feedback to Esri and collect this information to help shape the direction of GIS software at Esri. This will be done through Esri Support Services, beta programs, holistic testing, and direct feedback from you.
Knowledge Base The extensive text-based knowledge base provides easily accessible solutions to technical questions. An advanced search engine enables you to rapidly search the entire Web site for the information you need.
Web Help Web-based help is an up-to-date version of the help system that was shipped with the product; new information is added and existing topics are updated as necessary.
Product Documentation Product documentation includes how-tos, FAQs, tutorials, tips and tricks, functionality matrixes, best practices, and "What's New?" articles on Esri's past and current products.
Support Newsletters All Support customers can subscribe to ArcUser, which contains articles specific to Support Services. These articles contain technical and product information designed to enable our customers to work more effectively with Esri software.
User Forums The Esri software user forums are intended to provide you with a place to discuss your software questions with your peers. This is a helpful venue to ask questions and share knowledge about technical details and techniques for accomplishing tasks.

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