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Premium Support

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

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.

Premium Support Features

  • Technical Account Manager

    A designated Esri expert as a single point of contact to work with your organization to ensure that your engagement with Esri Support is consistent and effective.

  • 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.

  • 24/7/365 Support Availability

    24 hours a day, 7 days a week, 365 days a year availability of senior analysts including on holidays. Any time incident logging, around the clock response for constant progress toward resolution.

  • Proactive Reviews and Information Sharing

    Regular service reviews to monitor your premium support incidents, as well as proactively communicate software news and updates.

  • User Forums

    The Esri user forums are intended to provide you with a place to discuss your software questions with your peers. This is a helpful venue to ask questions and share knowledge about technical details and techniques for accomplishing tasks.

    Access GeoNet

  • Product Documentation

    Documentation includes how-tos, FAQs, tutorials, tips and tricks, functionality matrices, best practices and updates on Esri’s past and current products. In the Esri Online Support Center, choose your product and visit Web Help.

    Visit the Esri Online Support Center
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Why Premium Support?

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 ✔

Online support on MyEsri portal is enabled for Esri products only. Support for partner products e.g. ENVI and ArcFM is available via email and telephone.

Online

Request case via My Esri

Toll free

1800-102-1918

Email

customercare@esri.in