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Premium Support User Guide

Last Published: June 23, 2023

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Overview

This user guide provides you with information for managing and using your Premium Support subscription. It covers service features and support workflows, such as managing authorized callers, submitting support cases, converting a Standard case to Premium, or escalating a bug.


Things to Know Before Contacting Esri Premium Support

This section provides you with general information that will help you effectively engage with the Premium Support team.

  • Define Premium Authorized Callers for your organization if you have not done so. Only Premium Authorized Callers can submit Premium cases or convert a Standard case to Premium.
  • Your Premium Authorized Callers must be prepared to provide their Esri customer number, their call-in ID (when calling by phone), and as much information as possible regarding the issue being reported, such as the version of the software and operating system affected, steps to reproduce the problem, and the exact text of any error messages.
  • Take the time to explore Esri’s Knowledge Base (https://support.esri.com/en-us/knowledge-base). You will find solutions to several common issues. This is faster and available on-demand, 24 hours a day, 7 days a week.
  • Familiarize yourself with ArcGIS Ideas (https://community.esri.com/t5/custom/page/page-id/arcgis-ideas). This site is useful for logging enhancement requests.  

Authorized Callers

An Authorized Caller is the designated individual who can contact Esri, online or by telephone, to request Support. Authorized Callers with Standard Support entitlement can only submit Standard cases, while those with Premium Support entitlement (Premium Authorized Callers) can submit both Standard and Premium cases.

As an Esri Premium Support customer, you are entitled to two Premium Authorized Callers. For organizations that need to assign additional Premium Authorized Callers, Esri offers Additional Authorized Callers.

To establish your Authorized Callers or to make changes to your existing Authorized Callers, contact the Primary Maintenance Contact in your organization who can contact Esri and coordinate these changes. You can also contact your designated Technical Account Manager (TAM) for help with establishing or changing your Premium Authorized Callers.


Premium Support Workflows

Your Premium Authorized callers can submit new cases by phone, online via My Esri, or through the Esri Support mobile app. They can also perform other Support workflows within My Esri, such as managing open cases and tracking bugs.

Submitting Cases Online and Other Support Workflows Using My Esri

My Esri is a single location online where you can manage all aspects of your relationship with Esri. My Esri consolidates your organization’s information into a single experience, including data from Support, Customer Service, Events, and Training. My Esri also contains software downloads and authorization numbers necessary for you to install and activate your Esri products. This user guide only contains information for workflows within the Support page.

My Esri – Signing in and navigating to the Support page

Steps to sign in

Visit https://www.esri.com/en-us/my-esri-login to sign in to My Esri. You can use your existing Esri Account to sign in. If you do not have an account, you can create one from the Sign In page in My Esri by clicking Create a Public Account.

If you have an Esri ID, do provide it to your Technical Account Manager (TAM) so they can assist you in setting up your account in My Esri. My Esri allows you to be a member of multiple organizations. You may request permission to connect to a new organization at any time. Once the organization’s administrator receives your request, they will determine if you can be granted access.

Steps to navigate to the Support page

Step 1: Click the My Organizations tab drop-down menu located at the top of your My Esri page.

Step 2: Ensure your organization (customer number) from the drop-down menu located in the upper-right corner of your My Esri page is selected.

Step 3: Click the Support subtab at the top of your My Esri page.

Step 4: Navigate to the various Support pages (for example, Contact Technical Support, Overview, Cases, Bugs & Enhancements) by clicking the Support menu items located in the sub-menu.

Note: 
Certain Support workflows such as Request Case and Authorized Callers may not be accessible to you due to permissions. Contact your organization's My Esri administrator or your TAM for help.

My Esri – Request Case

Steps to submit a case

Step 1: Navigate to the Support page. (Refer to the My Esri – Signing in and navigating to the Support page section above for steps.)

Step 2: Click Request Case.

Step 3: Provide all the information requested in the Request Case form, which includes product information, machine configuration, details of the issue, and the type of case (Standard or Premium).

Step 4: Review the Summary page presented at the end of the form, which allows you to review and modify your request. Click Send Request to finalize your request. An automated email will be sent to you (the Customer) after your case is submitted.

Note:
A Premium Authorized Caller may submit a Premium Support case on behalf of another user in the organization. The submitter of the case may also add additional contacts to the case for Support staff to work with or have included in the case communication.

My Esri – Support Overview

Support Overview acts as a dashboard for various support activities. It allows you to see all the Support Cases and Bugs that were reported by your organization, which can be categorized by status (open or closed).

Click Standard Cases, Premium Cases, or Bugs to access a list of these records. These records can be categorized by status by clicking the Open or Closed buttons on the Support Overview page.

Note:
Most of the dates and times on My Esri are in Pacific Time (Los Angeles) (Universal Time Zone 8). However, the sources for some of our data are in systems that use different time zones. Also, if the name of your organization is truncated, it is due to a 40-character limitation in Esri's database. Organization names longer than 40 characters are carried over into the department field.

My Esri – Recent Activity

Located on the Support Overview page, Recent Activity is a list of events that occur on your cases and bugs.

The following are examples of Recent Activities:

  • A note was added by someone in your organization with permission to take actions on Support items.
  • A note was added by Esri Support staff.
  • The bug or case's status level was changed by Esri Support staff.
  • The case's ownership was changed by Esri Support staff.
  • A request was made to escalate, close, convert, or reopen a bug or case by someone in your organization with permission to take action on Support items.

My Esri – Cases

Cases provide you with a list of all the Support Cases that were reported by your organization. You can narrow down the list of cases to display using the various filters at the top of the list: Open, Closed, Submitter, Analyst, Product, Additional Contact, and More Filters. You can clear any of the applied filters using Filters Applied, found at the top of the list.

To view the details of a case in this list, click the +/- button on the left of the case record.

My Esri – Case Details/Actions

The Case Details view includes additional information regarding case activities such as, emails, phone records, and case resolution (closed cases). On the right of the Cases list is the Actions option. Using this option, you will be able to carry out various actions such as adding notes to analysts, escalating a case, or converting a Standard case to Premium.

Examples of Case Actions

  • Add Notes to the case.
  • Request an Escalation. (Note: When you request to escalate a case, a note is added to your case for the Esri Support Services Technical Team to review and take appropriate action. Esri reserves the right to decline this request. We do our best to provide quick resolutions to your issues and answers to your questions.)
  • Request to Close the case. (Note: When you request to close your case, a note is added to your case and an Esri Support Services analyst is notified. The analyst will review your request and close the request for you. Time is required to process each request.)
  • Request to Reopen the case. (Note: When you request to reopen your case, a note is added to your case and an Esri Support Services analyst is notified. The analyst will review your request and reopen the case for you. Time is required to process each request. Esri reserves the right to decline this request. We do our best to provide quick resolution to your issues and answers to your questions. A case can be reopened within 10 days. After 10 days, the option will no longer be available. Contact your TAM with this request, or proceed with creating a new case.)
  • Convert a Standard case to Premium. (Note: A Premium Authorized Caller can convert any Standard case to Premium, including Standard cases initiated by a Standard Authorized Caller.)

My Esri – Manage System Profiles

System Profiles provide a way for you to store your organization's system configurations. They are used when requesting cases. By storing your system configurations, you do not need to re-enter this information each time you submit a case.

A system profile can include more than one machine (such as a workstation and a server), and a machine can include more than one product (such as ArcGIS Network Analyst and CityEngine).

The System Profiles page is accessed from the sub-header tab on the Cases page. On this page, you can edit or remove existing system profiles, or create new ones.

Note:
Machines cannot be removed from a system profile because they may be tied to a case you have submitted.

My Esri – Bugs

Customers report what they believe to be software defects to Esri. Esri Support handles most of these cases and they work with customers to reproduce the reported issue. Once the issue has been reproduced in-house, a formal defect is logged and a subsequent Bug ID is assigned. Esri Development then reviews the bug and determines the best course of action based on multiple factors, including but not limited to, the severity reported by the customer, the quantifiable impact, the number of customers affected, the release cycle status, architectural limitations, etc. Fixes are addressed in upcoming releases or general patches, and in some cases, bugs may be addressed as ad-hoc fixes.

The Bugs & Enhancements page provides you with a list of all the bugs attached to your cases. You can narrow down the list of bugs to display using the various filters at the top of the list: Open, Closed, Status, Severity, Product, and More Filters. You can clear any of the applied filters using Filters Applied, found at the top of the list.

Steps to view bug details

To view the details of a bug in this list, click the +/- button on the left of the defect record.

My Esri – Bug Details

The Bug Details view provides basic information related to the bug such as status, version found, severity, as well as notes about the bug status and any alternate solution available. On the right of the Bugs & Enhancements list is the Actions option. Using this option, you will be able to carry out various actions such as subscribing to updates of the bug or enhancements, and escalating a bug.

My Esri – Bug Escalation

Premium Support cases attached to an existing bug or diagnosed as a new bug with Esri software receive a higher bug priority than Standard cases.

Steps to escalate a bug

Step 1: Navigate to the Support menu. (Refer to the My Esri – Signing in and navigating to the Support page section above for steps.) 

Step 2: Click the Bugs & Enhancements menu option and select the bug to be escalated from the list.

Step 3: Click the Escalate action button on the right of the bug record.

Step 4: Fill in the Escalate Bug form and click the Escalate Bug button to submit.

Note:
Notify your TAM of any bug escalations you have submitted through My Esri. Enhancements cannot be escalated the same way as bugs. Instead, submit your enhancement to the ArcGIS Ideas page in Esri Community, and notify your TAM.

Submitting Cases by Phone

When submitting new cases to Esri over the phone, your Authorized Callers are prompted to provide the following before being routed to the appropriately-skilled Support analyst:

  • The customer number and call-in ID.
  • The Esri product associated with the issue.
  • A brief description of the issue.

Premium Authorized Callers are validated when submitting a new Premium case upon providing their customer number and call-in ID. When calling back to discuss an existing case, the caller is prompted for the customer number and case number.

Contact Support: 1 (888) 377-4575


Program Components

Premium Authorized Callers

A Premium Authorized Caller is the designated individual who contacts Esri, online or by telephone, to request a Premium case. Premium Support customers are entitled to two Premium Authorized Callers. For organizations that need to assign additional Premium Authorized Callers, Esri offers Additional Authorized Callers.

When requesting a Premium Support case, a Premium Authorized Caller provides their Esri customer number, unique call-in ID, and as much information as possible regarding the issue reported, such as the version of the software and operating system affected, steps to reproduce the problem, and the exact text of any error messages.

Technical Account Manager (TAM)

Premium Support TAMs are key members of Esri Support that provide your organization with strategic services. Your assigned TAM helps ensure your organization's support needs and goals are met by:

  • Working directly with your organization's Premium Authorized Callers
  • Proactively informing your authorized callers of upcoming software news and updates
  • Actively monitoring and participating in the handling of all your organization's Premium Support cases
  • Acting as a liaison across various Esri Departments, by:
    • Connecting to Esri Development to address bugs and product updates
    • Internally resourcing with Esri Support to expedite case triaging and provide timely updates

Prioritized Case Management

Premium Support cases are owned and acknowledged by an Esri senior support analyst within an hour of the case creation or escalation. Premium Support cases also benefit from regular updates that keep the customer consistently informed of any progress. Upon request, mission or business-critical issues can benefit from daily case updates.

24/7/365 Support

Premium Support cases can be opened 24 hours a day, 7 days a week, 365 days a year, including holidays. Upon request, business-critical issues can also benefit from around-the-clock case work by Esri Inc. for constant progress towards a resolution.

Proactive Reviews and Information Sharing

A service review is provided to you on a quarterly basis attended by your TAM as well as the Premium Support Manager, or other Esri members, if required. The objective of this meeting is to review your Premium Support cases, and to proactively communicate software updates.


ARTICLE 1 — Definitions

The terms used are defined as follows:

  • "Authorized Caller" means the Customer-designated individual who can contact Esri to request standard technical support (for example, to report technical issues or request product assistance).
  • "Case" previously referred to as Incident, means the Esri record that contains technical notes and documentation of all related interactions between Customer and Esri Support Services, for a given technical issue. Depending on how the request was initiated, Esri will provide phone, email, or chat confirmation of the Case creation. The Case will be given a unique identification number for reference and tracking.
  • "Customer" means the "Licensee" as defined in the License Agreement.
  • "Customer Number" means a unique number created by Esri to identify each Customer office or site. It will be included on the invoice or packing list with any shipment.
  • "Hot Fix" means a single fix in one of the specific functional areas critical to the Customer (for example, the Customer's production has stopped). Esri will send the Hot Fix to the Customer as soon as Esri completes a technical feasibility assessment. With the Hot Fix, Esri will deliver documentation that will clearly identify the technical problems addressed and any limitations. Esri will conduct limited testing on Hot Fixes before providing them to the Customer. Esri will incorporate Hot Fixes into subsequent service packs. Hot Fixes do not provide new functionality. Hot Fixes will only function with the associated Esri product type and release.
  • "Patch" means a single fix (refer to "Hot Fix") or a set of related fixes that are in a specific functional area of the Esri product and will apply to multiple Esri customers. Once a Patch is released, it will be incorporated into a subsequent service pack release. Esri conducts limited testing on Patches before providing them to customers. Patches do not provide new functionality. Patches will only function with the associated Esri product type and release.
  • "Premium Authorized Caller" is an individual selected by the Customer to submit Premium Cases and work directly with the assigned TAM.
  • "Premium Case" means a case opened as Premium or elevated from Standard to Premium.
  • "Qualifying Product" means Esri's unmodified Product or Products that were modified by Esri or under Esri's direction and are eligible for some or all of the Maintenance benefits licensed to the Customer, subject to the terms and conditions of the License Agreement signed by Esri and the Customer.
  • "Self-Paced E-Learning" means a collection of self-paced learning resources for the ArcGIS Platform, accessible from the Esri Training website.
  • "Software Updates" means a collection of files that enhance or correct a Qualifying Product and that will be available to the Customer to download during the Maintenance term.
  • "TAM" means Technical Account Manager, who is the primary point of contact for the coordination and escalation of Premium Cases.

ARTICLE 2 — Technical Support

  • Scope of Technical Support: During the Maintenance term, Qualifying Products will receive the level of technical support corresponding to the respective life cycle phase. Information on the Qualifying Product life cycle phase and the ArcGIS Product Life Cycle Support Policy can be found here: https://downloads2.esri.com/support/TechArticles/Product-Life-Cycle.pdf. For details about the life cycle of a product, select the product on this page: https://support.esri.com/en-us/products, and click Explore product life cycle. Esri does not provide technical support for: (a) sample applications; (b) patches received outside of a life cycle; or (c) third-party software, hardware, graphics cards, monitors, plotters, graphics printers, digitizers, modems, or similar peripherals that are not provided by Esri. However, Esri does answer questions about how to interface Esri products with supported devices.
  • Authorized Callers: The Customer may designate a limited number of Authorized Callers per Qualifying Product. The Customer may replace Authorized Callers at any time by notifying Esri Support Services or through the My Esri site. If the Customer has an enterprise agreement, site license agreement, or paid Premium subscription with Esri, Authorized Callers will be identified by name in the corresponding agreement or documentation.
  • Resolution Time: After the Technical Support Case is logged, Esri will use commercially reasonable efforts to provide corrections to a technical issue or supply a workaround. While it is Esri's goal to provide an acceptable resolution to technical issues, Esri cannot guarantee that all technical issues can be fixed or resolved.
  • Priority Case Management: Cases submitted by a Premium Authorized Caller and converted to a Premium Case will be given priority handling after the initial Case is created and documented (excluding chat Cases).
  • Premium Response Time: Esri will make commercially reasonable efforts to call or send an email response within one business hour of receipt of a new Premium Case, regardless of its severity level. Esri will provide a status update every business day until closure of the Premium Case.

ARTICLE 3 — Confidentiality

All data, conversations, and Cases are confidential in nature. Esri will treat all Cases (including Premium Cases) as confidential, using the same degree of care, and no less than the reasonable care that Esri uses to protect its own confidential information. Within 90 days of closing a Case, Esri will delete or destroy all information provided within a Case, unless otherwise requested by the Licensee, in writing, to delete specific datasets more than 90 days of closing a Case. This obligation to delete or destroy excludes information retained in backup media or other archival records maintained in the ordinary course of business that are not readily accessible to Esri personnel, or information retained for future review by Esri's development team.

Article ID:000030625

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