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 Customer Care Portal.

You will get following services and benefits under Standard Support:

New Software Releases, Service Packs & Patches

New software releases are automatically made available on My Esri Portal (Contact us for getting access to My Esri) to 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.

Esri India Online Support Center

The Esri india Online Support Center is a dynamic Web site that communicates new technical information to you and the Esri user community in the form of updated product documentation, blog posts, technology announcements, and more.

You can also submit a Support Request using the Esri India Support Services Online Support Center.

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 1-800-102-1918 during Esri India working hours from 9:00 to 17:30 hrs (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 (09:00 AM - 05:30 PM IST, Monday - Friday). Esri India will make commercially reasonable efforts to respond to the support request as per severity level of the technical issue.



Response Time


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

  • No workaround available

Six (6) business hours


  • 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


  • Causes a minor impact to business operations

Two (2) business days


  • Causes little or no impact to business operations

Two (2) business days