Value
We’re here to support your organization because we care about your success. If you need help with your ArcGIS deployment, our team of support professionals will resolve any issue impacting your organization.
International Support Services
Learn more about Esri’s industry-leading support service options
previous
Next
previous
Next
| Support Features | Standard | Priority (International only) | Premium |
|---|---|---|---|
New software releases |  | | |
Patches and service packs | | | |
Unlimited telephone support | | | |
Live remote support | | | |
Esri online support | | | |
Knowledge base | | | |
Product documentation | | | |
Esri Community | | | |
Priority support and routing | not included | | |
Local business hours availability | not included | | |
Assigned Technical Account Manager | not included | not included | |
Senior Analyst Support | not included | not included | |
24/7/365 support availability | not included | not included | |
24/7/365 incident work clock | not included | not included | |
Daily incident status updates | not included | not included | |
Proactive information sharing and account reviews | not included | not included | |
Standard Support
Esri offers support through a network of support organizations that is comprised of our regional offices and 84 local distributors. Our distributors provide access to local Esri software experts who can help resolve your cases. They also work directly with Esri Support to ensure that every case is resolved.
Local language support
Locally based distributor support organizations have the advantage of better understanding the language, culture, and context of their regions.
Local business hours availability
Get support during your local business hours. Your distributor is available when you are working.
Direct access for case escalations
Our distributors work directly with Esri Support to resolve any issues you may encounter. We ensure that all cases are resolved quickly.
International Priority Support
For small- to medium-size organizations outside the US who need priority case handling, Esri offers International Priority Support (IPS). IPS ensures your successful product implementation, lowers your overall application maintenance cost, and reduces supportability efforts.
Local language support
Locally based distributor support organizations have the advantage of better understanding the language, culture, and context of their regions.
Local business hours availability
Get support during your local business hours. Your distributor is available when you are working.
Direct access for case escalations
Our distributors work directly with Esri Support to resolve any issues you may encounter. We ensure that all cases are resolved quickly.
Premium Support
Enjoy the convenience of prioritized incident management, personalized technical support, and round the clock access. We aim to help you increase productivity and build a lasting partnership that will maximize your investment in Esri technology.
Technical account manager
You will have a dedicated point of contact at Esri who ensures that your support experience is second to none.
Prioritized case management
Premium support cases are routed with elevated priority to senior technical support staff and are responded to within an hour of submission.
24/7/365 support
With Premium Support, senior analysts are available to you any time, any day, including holidays.
