Premium Support User Guide

Answer

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 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 already done so. Only Premium Authorized Callers can submit Premium cases.
• Your Premium Authorized Callers must be prepared to provide your 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.
• Please take the time to explore Esri’s vast Knowledge Base. You will find solutions to several common issues. This is faster and available on-demand 24x7: https://support.esri.com/en/knowledge-base
• Familiarize yourself with ArcGIS Ideas. This site is useful for logging enhancement requests: https://community.esri.com/community/arcgis-ideas/

Authorized Callers

An Authorized Caller is a designated individual who may 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 (2) Premium Authorized Callers. For organizations that need to assign additional Premium Authorized Callers, Esri offers an add-on of Additional Authorized Callers.

To establish your Authorized Callers or to make changes to your existing Authorized Callers, please 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 or online via My Esri. 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

Signing in:

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

If you already have an Esri ID, please provide it to your Technical Account Manager (TAM) to 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 should be granted access.

Steps for navigating to the Support page:

Step 1: Ensure your organization (customer number) is selected in the dropdown menu located at the top of My Esri.

Step 2: Click the Support menu at the top of My Esri.

Step 3: Navigate to the various Support pages by clicking the Support menu items: Request Case, Overview, Cases, Bugs & Enhancements.

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 TAM for help.

My Esri – Request Case

Steps for submitting a case:

Step 1: Navigate to the Support page if you haven't already done so (see My Esri - Signing in and navigating to the Support page).

Step 2: Click the button Request Case located in the Support menu.

Step 3: Provide all the information requested in the Request Case form to effectively provide product information, machine configuration, details of the issue, the type of case (Standard or Premium) and whether you would like to submit your case to Esri Inc. or your local distributor.

Note:
If you are a non-US customer, specify as part of step 3 whether you would like to submit your case to Esri or your local distributor.

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 the request. An automated email will be sent to the customer after the case is submitted.

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).

Steps for accessing the Support Overview page:

Step 1: Navigate to the Support page if you haven’t already done so (see My Esri - Signing in and navigating to the Support page).

Step 2: Click the menu item Overview > Overview located in the Support menu.

Subsequently, click Standard Cases, Premium Cases, Bugs, or Enhancements to access a list of these records. These records can be filtered using the Filter button that appears next to the column name.

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's is truncated, it is due to a to a 40 characters limitation in Esri's database. Organization names that are longer than 40 characters are carried over into the department field. 

My Esri - Recent Activity

Recent Activity is a list of events that occur on your cases and bugs that displays at the bottom of the Support Overview page. 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 actions on Support items

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 don't 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).

Steps for accessing the Manage System Profiles page:

Step 1: Navigate to the Support page if you haven’t already done so (see My Esri - Signing in and navigating to the Support page).

Step 2: Click the menu item Cases > System Profiles located in the Support menu.

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

My Esri – Cases

Cases provides 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 by using the various filters at the top of the list: Type, Status, Description, Analyst, Product, etc. You can cancel any of the filters applied by clearing them out using Filters Applied at the top of the list.

Step 1: Navigate to the Support page if you haven’t already done so (see My Esri - Signing in and navigating to the Support page).

Step 2: Click the menu item Cases > Technical Support Cases located in the Support menu.

To view the details of a case in this list, click the Expand Details button (the plus sign icon) on the extreme left of each record. To collapse the details, click the same button again (which is not represented with a minus sign icon).

The Case Details view includes additional information regarding a case. Also, you will be able to carry out numerous actions for a given case using the buttons in the Actions column that appears on the far right of each case record.

Case actions:

• Add a note to your case.
• Raise the severity of your case. (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.)
• Change the case from a Standard case to a Premium case. (Note: a Premium Authorized Caller can convert any Standard case to Premium, including Standard cases initiated by a Standard Authorized Caller.)
• 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. It requires some time to process each request.)
• 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. However, only cases closed within the last 10 days can be reopened.)

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: severity reported by customer, quantifiable impact, number of customers affected, release cycle status, architectural limitations, etc. Fixes are addressed in upcoming releases or general patches, in some cases bugs may be addressed as ad-hoc fixes.

Bugs provides you with a list of all the bugs attached to your cases. You can narrow down the list of cases to display by using the various filters at the top of the list: Open, Closed, Status, Severity, Product, and More Filters. You can cancel any of the filters applied by clearing them out using Filters Applied at the top of the list.

Steps for accessing the Bugs & Enhancements page:

Step 1: Navigate to the Support page if you haven’t already done so (see My Esri - Signing in and navigating to the Support page).

Step 2: Click the menu item Bugs & Enhancements > Bugs & Enhancements located in the Support menu.

To view the details of a bug or enhancement in this list, click the Expand Details button (the plus sign icon) on the extreme left of each record. To collapse the details, click the same button again (which is now represented with a minus sign icon).

The Bug Details view provides basic information related to the bug such as status, version found, and severity. From here, you can request to escalate the bug by providing its business impact.

Steps for escalating a bug:

Step 1: Be sure to have followed Steps 1 and 2 above.

Step 2: Click the Expand Details button (the plus sign icon) on the extreme left of each record. To collapse the details, click the same button again (which is now represented with a minus sign icon).

Step 3: Click the button Escalate this bug by providing its business impact that appears on the far right of the record.

Step 4: Fill out 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 so that your TAM can follow-up accordingly.

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:

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

Premium Authorized Callers are validated for 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.

Toll-free phone number (for callers within the USA and Canada): 888-377-4575

Phone number (for all other callers): 909-793-3774

Program Components

Premium Authorized Callers

A Premium Authorized Caller is a designated individual who is enabled to contact Esri online or by telephone to request a Premium case. Premium Support customers are entitled to two (2) Premium Authorized Callers. For organizations that need to assign additional Premium Authorized Callers, Esri offers an add-on of Additional Authorized Callers.

When requesting a Premium Support case to Esri Inc., a Premium Authorized Caller provides their Esri customer number, unique call-in ID, 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.

Additional Authorized Callers

Premium Support includes two (2) Premium Authorized Callers who may contact Esri for support issues. For large or global organizations that may require additional Premium Authorized Callers, Esri offers at an additional cost an add-on of additional Authorized Caller in the increment of one or more.

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 that 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:
  • Liaison with Esri Development to address bugs
  • Liaison with Esri Support to expedite case triaging and timely updates

Case Routing Options (applies only to non-U.S. customers)

With Premium Support, your Premium Authorized Callers can select whether to submit a case to Esri or your local distributor.

Local Distributor: Premium customers continue opening Standard Support cases with their local distributor for how-to and routine issues.

Esri: For mission/business-critical issues or anytime Customer needs support outside of Distributor business hours, Premium Authorized Callers can open Premium Support cases directly with Esri.

Prioritized Case Management

Premium Support cases (opened directly with Esri by Customer or escalated to Esri by Distributor) are owned and acknowledged by an Esri senior support analyst within one-hour of case creation or escalation. Premium Support cases also benefit from regular updates to help keep the customer consistently informed of any progress or needed information. Upon request, mission/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 that is attended by your TAM, as well as the Premium Support Manager or other Esri staff, 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(s)" means the Customer-designated individual who may contact Esri to request standard technical support (e.g., 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 Licensee as defined in the License Agreement.
• "Customer Number" means a unique number created by Esri to identify each Customer office or site and that will be included on the invoice and/or packing list with any shipment.
• "Hot Fix(es)" means a single fix in one of the specific functional areas that is critical to Customer (e.g., Customers production has stopped) Esri will send the Hot Fix to 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 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(es)" means a single fix (see Hot Fix[es]) 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 Customer to submit Premium Cases and work directly with the assigned TAM.
• "Premium Case" means a case that is opened as Premium or elevated from Standard to Premium.
• "Qualifying Product(s)" means Esri's unmodified Products 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 Customer subject to the terms and conditions of the License Agreement signed by Esri and 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 for Customer to download during the Maintenance term.
• "TAM" means the Technical Account Manager who will be 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 at http://support.esri.com/en/content/productlifecycles. 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: Customer may designate a limited number of Authorized Callers per Qualifying Product. Customer may replace Authorized Callers at any time by notifying Esri Support Services or through the My Esri site. If 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 (1) 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, but no less than reasonable care, as Esri uses to protect its own confidential information. Within ninety (90) days of closing a Case, Esri will delete or destroy all information provided within a Case, unless otherwise requested by Licensee, in writing, to delete specific datasets more than ninety (90) days 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 by Esri personnel, or information retained for future review by Esri's development team.