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Support that scales with your needs

Esri Premium Support is designed for organizations that need consistent technical assistance to keep work moving. It provides the deeper engagement teams need to reduce disruptions and promote steady operations.

Minimize downtime and associated costs

Maintain operational continuity and resolve issues quickly for high uptime with support available anytime, including weekends and holidays.

Ease enterprise GIS deployments

Get expert support and skilled coordination to confidently manage complex GIS environments.

Drive success for everyone who relies on your GIS

Ensure users and stakeholders can access the data, maps, and analysis they need to achieve business goals and optimal outcomes.

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Get the right level of support for your organization

Premium Support services are offered in three plans to support different system demands and organizational needs. Each plan builds on the same core services, with progressively higher levels of speed, communication, and engagement.

  • Premium Support Essential

    Unlimited, anytime access to expert resources minimizes disruptions.

  • Premium Support Plus

    Faster response times and skilled coordination during critical situations reduce risks.

  • Premium Support Advanced

    Proactive support tailored to your needs drives positive business outcomes.

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Premium Support Plans
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Premium Support
Essential		Premium Support
Plus		Premium Support
Advanced
Premium authorized callers124
Unlimited Premium Support casesIncludedIncludedIncluded
Premium Support analystsIncludedIncludedIncluded
24/7/365 case submissionIncludedIncludedIncluded
Initial response timeWithin 2 hoursBy severity
( 2 hours/1 hour/30 minutes)		By severity
( 2 hours/1 hour/30 minutes)
Frequency of case updates2 business days or less1 business day or less1 business day or less
Technical Account Manager (TAM) Not includedAccess to pool of TAMsDesignated TAM
Follow-the-sun case progressNot includedIncludedIncluded
Proactive case monitoringNot includedNot includedIncluded
Onboarding and discovery sessionsNot includedNot includedIncluded
Quarterly service reviews, with more as neededNot includedNot includedIncluded
System Support Engineer (SSE) ServicesNot includedNot includedAdd-on*

 

* SSE Services are available as an add-on with Premium Support Advanced (US customers only).

Premium Support that spans industries

Organizations across sectors rely on Esri Premium Support services to protect critical systems, reduce risk, and keep operations running.

Read more customer stories
  • New construction for a tall building with a crane on the top level

    Egis grows and innovates

    AEC

    Prioritized support addresses complex issues and keeps projects on time.

    Read about Egis
  • Aerial view of Hawaiian island coastline with clouds above

    Hawai’i keeps its data portal open

    GOVERNMENT

    Esri analysts understand the critical nature of the portal and quickly diagnose the problem.

    Read about Hawai’i
  • Energy utility lines with a sunset behind it

    Energy Queensland hits key goals

    UTILITIES

    A holistic approach drives fast case resolution and product enhancements.

    Read about EQL
  • High-rise buildings along a coastline

    Jio navigates a major upgrade

    TELECOMMUNICATIONS

    The technical account manager’s swift action promotes a smooth transition to new software.

    Read about Jio
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Read more customer stories

FAQ

Esri customers that keep their maintenance current have access to standard technical support for qualifying products. It provides access to technical assistance during standard business hours along with documentation and self‑service resources, including the Esri Support AI Chatbot.

More advanced support options, such as Esri Premium Support, are available for organizations that need faster response times or deeper engagement.

In 2026, Esri introduced three Premium Support plans to standardize support globally. This approach makes it easier for both domestic and international customers to select the right level of support.

Esri’s Special Events Premium Support provides support during high-profile events, such as system upgrades, major GIS projects, sporting events, cultural events, and elections.

A comprehensive user guide provides instructions and valuable tips to help you get started and maximize the benefits of our Premium Support services.

To find out more about Esri Premium Support and determine the right plan, reach out to your account manager or contact us.

With System Support Engineer (SSE) Services, an organization has an assigned technical resource who develops familiarity with the ArcGIS Enterprise environment. This person works with the Premium Support team to provide environment-aware technical guidance and coordinated engagement across Esri resources to extend the value of Premium Support Advanced plans.