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Support Services

Learn more about Esri’s industry-leading support service options

Support outside the USA
  • Standard

    Basic support package

    Esri customers receive one year of Standard Support with the purchase of a qualifying software product license as part of the Esri Maintenance Program.
    Contact us to purchase
  • Premium

    Our best-in-class support package

    Premium Support is for customers with complex or mission-critical ArcGIS deployments. Through the International Premium Care program, international customers can get premium services directly from Esri or through their local distributor.
    Learn about Premium Support


Support Features
Support FeaturesStandardPremium

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

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Local business hours availability

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Assigned Technical Account Manager

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Senior Analyst Support

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24/7/365 support availability

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24/7/365 incident work clock

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Daily incident status updates

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Proactive information sharing and account reviews

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Standard Support

This option can be extended through annual maintenance renewals. Standard Support includes unlimited access to our Support team through web chat, the Request Case web form, and phone support. Additionally, access to our vast online resources, such as the Esri Knowledge Base, product documentation, web help, Esri Community, and My Esri are included with Standard Support.

Assisted support

Get live support during operating hours, Monday through Friday, 5:00 a.m. to 5:00 p.m. (PT).

Online resources

Access our extensive repositories of support related content created to address your technical issues and questions.

Latest releases

Get access to the latest software releases and updates. Releases contain enhancements that include new functionalities and improved performance.

Purchase or renew
Learn about the Maintenance Program

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.

Learn more about Premium Support