Support Services

Industry-defining assistance for your success

Explore plans outside the US
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  • Standard

    Our base-level support plan

    Standard Support gives customers comprehensive assistance. Receive one year of Standard Support with the purchase of a qualifying software product license as part of the Esri Maintenance Program.
    Contact sales to purchase or renew
  • Premium

    Our best-in-class support plan

    Designed for customers who need mission- and business-critical GIS systems to remain operational. Premium Support offers our highest level of support to reduce downtime and mitigate risk.
    Learn more about Premium Support

Standard Support

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

Assisted support

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

Online resources

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

Latest releases

Get access to the latest software releases and updates.

Contact sales
Explore the Maintenance Program

Premium Support

Experience the convenience of prioritized case management, one-hour case response, and 24/7 professional support. Enhance your productivity and establish a long-term partnership that maximizes 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

Premium Support offers round-the-clock availability of senior analysts, ensuring assistance is available to you at any time, including holidays.

Contact sales

Available plans in the United States


Support Features
Support FeaturesStandardAfter HoursPremiumSpecial EventsRegulated Industries

New software releases


Patches and service packs


Unlimited telephone and online support


Prioritized routing and case management

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Premium Support analyst

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One-hour initial response time

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Daily case status updates

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24/7/365 support availability

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24/7 case work upon request

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Assigned technical account manager

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Quarterly information sharing and account reviews

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Premium Support cases

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Premium Support cases with special event time frame

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Secure support cases

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US citizen support analyst located in secure US facility

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Case data isolated with restricted internal access

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