Value
We’re here for your success. Our support professionals will help you deploy ArcGIS and resolve challenges impacting your organization.
Support Services
Industry-defining assistance for your success
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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.
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.
Available plans in the United States
| Support Features | Standard | After Hours | Premium | Special Events | Regulated Industries |
|---|---|---|---|---|---|
New software releases |  | | | | |
Patches and service packs | | | | | |
Unlimited telephone and online support | | | | | |
Prioritized routing and case management | not included | not included | | | not included |
Premium Support analyst | not included | not included | | | not included |
One-hour initial response time | not included | not included | | | not included |
Daily case status updates | not included | not included | | | not included |
24/7/365 support availability | not included | | | | not included |
24/7 case work upon request | not included | not included | | | not included |
Assigned technical account manager | not included | not included | | | not included |
Quarterly information sharing and account reviews | not included | not included | | | not included |
Premium Support cases | not included | not included | | not included | not included |
Premium Support cases with special event time frame | not included | not included | not included | | not included |
Secure support cases | not included | not included | not included | not included | |
US citizen support analyst located in secure US facility | not included | not included | not included | not included | |
Case data isolated with restricted internal access | not included | not included | not included | not included | |