Premium Support

Enjoy the convenience of prioritized incident management, personalized technical support, and staff that focus on understanding your business needs, goals, and industry workflows with the Esri Premium Support Services program. Our Premium Support program is designed to meet the needs of organizations that are developing, implementing, or supporting complex, mission-critical GIS deployments. Increase operational productivity and reduce risk by building a lasting partnership that will maximize your investment in Esri's technology.

Features

To subscribe to premium support services, all of your organization's Esri software licenses must be covered by Standard Maintenance. Premium support will give you additional services and benefits over and above what you get in standard support:

Technical Account Manager

Technical Account Manager is a designated single point of contact who works with your organization to ensure that your engagement with Esri Support is consistent and effective. Over time they will become a virtual extension of your team who is familiar with your workflows, datasets, applications, and processes. Working together with your Account Manager, the Technical Account Manager advocates on your behalf to the technical experts at Esri.

Prioritized Incident Management

Issues submitted to Premium Support are routed with elevated priority to senior technical support staff and are responded to within an hour of case submissions. You will receive daily status updates on the progress of your incident to keep your projects on target.

24/7/365 Support Availability

With Premium Support, senior analysts are available to you 24 hours a day, 7 days a week, 365 days a year, including holidays. Not only will you be able to log incidents at any time, incidents will also be worked on around the clock for constant progress toward resolution.

Proactive Reviews and Information Sharing

A key component of the program is a service review that is attended by your Account Manager, Technical Account Manager, the Premium Support Services Manager, and other Esri India staff as required. The objective of this meeting is to review your premium support incidents, as well as proactively communicate software news and updates.

Support Features

Support Features Standard Premium
New Software Releases
Patches and service packs
Unlimited Telephone Support
Live Remote Support
Esri Online Support
Esri Support Customer Advocacy
Knowledge Base
Product Documentation
GeoNet - The Esri Community
Priority Support and Routing
Local Business Hours Availability
Assigned Technical Account Manager
24/7/365 Support Availability
24/7/365 Incident Work Clock
Daily Incident Status Updates
Proactive Information Sharing and Account Reviews
Enterprise Test Lab*