Support Services

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

Support outside the USA

  • Value

    We’re here to support your organization because we care about your success. If you need help with your ArcGIS deployment, our team of support professionals will resolve any issue impacting your organization.

  • Quality

    Our support analysts are thorough, professional, efficient, and backed by processes that ensure your case gets the attention that it needs. Our focus on quality has earned us consistently high customer satisfaction ratings.

  • Assurance

    When you reach out to us will do everything we can to help. When needed, our team of customer advocates can access additional development and engineering resources to find solutions.

previous
Next

  • 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
previous
Next

 

Support Features
Support FeaturesStandardPremium

New software releases

includedincluded

Patches and service packs

includedincluded

Unlimited telephone support

includedincluded

Live remote support

includedincluded

Esri online support

includedincluded

Knowledge base

includedincluded

Product documentation

includedincluded

Esri Community

includedincluded

Priority support and routing

not includedincluded

Local business hours availability

not includedincluded

Assigned Technical Account Manager

not includedincluded

Senior Analyst Support

not includedincluded

24/7/365 support availability

not includedincluded

24/7/365 incident work clock

not includedincluded

Daily incident status updates

not includedincluded

Proactive information sharing and account reviews

not includedincluded

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