Standard Support


Esri India strives to provide the highest quality of service to its 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 Extended or Premium Support Services for an additional charge.

Customers with Standard Support who are current on maintenance / warranty 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 My Esri portal.

Services and Benefits

New Software Releases, Service Packs & Patches

New software releases are automatically made available on My Esri Portal for all customers who are current on maintenance. These releases contain feature enhancements including new functionality and technology, and provide improved performance.

Service packs are minor feature maintenance releases and are generally released on a quarterly schedule. Service packs address issues with the software that have been reported by our users or uncovered through Esri's own investigations. Service packs are generally available via the Web.

Patches can be single fixes or a set of related fixes in a specific functional area of the software and are available by way of the Web. Once a patch is released, it is incorporated into subsequent service pack releases.

Online Support via My Esri

MyEsri is a self-service, intuitive single window interface, designed to allow Esri customers with a quicker and easier way to manage their software downloads, e-learning and technical support. 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.

Request case via My Esri      Know more about My Esri

To activate your My Esri access, you may send your request with Esri End User number and Esri Global Account / Esri Public Account to customercare@esri.in. Esri India support team will link your Esri Public Account with your organization’s MyEsri account.

Read this step-by-step guide to create your Esri Public Account and link it to you organization's MyEsri account.

Live Remote Support

If you require a more hands-on approach to resolving an incident, Technical Support representatives are equipped with remote support tools to assist you. Each member of the Support Services staff can directly interact with your system using the secure tools to find an expedient solution to your problem.

Unlimited Telephone Support

You will get unlimited telephone support to resolve your technical problems related to Esri software product purchased by you. You can reach us by dialing our Toll Free number 1800-102-1918 during Esri India working hours from 9 a.m. to 5.30 p.m IST ( Monday to Friday)  and log your ticket. It is recommended that you also access our support site and search for required information or resolution online. 

Apart from the above services, you will also get following benefits as part of the standard support program:

Response Time

Esri India will respond to a technical support request during our working hours (9 a.m. to 5.30 p.m IST, Monday - Friday). Esri India will make commercially reasonable efforts to respond to the support request as per severity level of the technical issue.

 

 Severity

 Criteria

 Response Time

 Critical

  • Causes a severe impact to business operations (e.g. critical business processes are disabled)

  • No workaround available

 Six (6) business hours

 High

  • Causes a non-critical impact to business operations (e.g. significant degradation of quality or handling of data)

  • No stable workaround available

 Eight (8) business hours

 Medium

  • Causes a minor impact to business operations

 Two (2) business days

 Routine

  • Causes little or no impact to business operations

 Two (2) business days

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.