Standard Support Services

Esri strives to provide the highest quality of service to our customers. Standard Support Services for one year are included with the purchase of a qualifying software product license, and are also included with the annual renewal of maintenance. Standard Support Services may be upgraded to Premium Support Services for an additional charge.

Customers with Standard Support who are current on maintenance receive the latest software releases, service packs and patches. Standard Support customers also have access to unlimited phone support, as well as vast online resources, such as product documentation, the Esri Knowledge Base, Web-based help, user forums and the Customer Care Portal.

Standard Support Services includes the following components:
Components Standard Support Premium Support*
Assigned Technical Account Lead   Yes
Priority Phone Support and Routing   Yes
24/7/365 Support Availability   Yes
24/7/365 Incident Work Clock   Yes
Daily Incident Status Updates   Yes
Proactive Information Sharing   Yes
Proactive Premium Support Reviews   Yes
New Software Releases Yes Yes
Service Packs Yes Yes
Patches Yes Yes
Unlimited Telephone Support Yes Yes
Live Remote Support Yes Yes
Esri Online Support Center Yes Yes
Esri Support Services-User Advocacy Group Yes Yes
Knowledge Base Yes Yes
Web Help Yes Yes
Product Documentation Yes Yes
Support Newsletters Yes Yes
User Forums Yes Yes