Technical support is often subdivided into tiers, or levels, in order to better serve a business or customer base. The number of levels a business uses to organize their technical support group is dependent on a business’ need, want, or desire as it revolves around their ability to sufficiently serve their customers or users. The reason for providing a multi-tiered support system instead of one general support group is to provide the best possible service in the most efficient possible manner. Success of the organizational structure is dependent on the technicians’ understanding of their level of responsibility and commitments, their customer response time commitments, and when to appropriately escalate an issue and to which level. A common support structure revolves around a three-tiered technical support system.
When your support needs become more complex and immediate, the Esri Premium Support Services (PSS) program complements and extends existing standard support options by providing additional support services for an hourly fee. The program is suitable for customers with complex, mission-critical GIS applications and business partners developing key applications and/or solutions within critical software development life cycle schedules.
Prioritized incident management: Quick response to and beginning-to-end management of your incidents
Assigned Premium Support Services coordinator: Access to a coordinator who will work directly with your named contacts and with ESRI departments on your behalf
Premium Support Services Web site: Secure access 24 hours a day, seven days a week to log and track your incidents as well as complete and maintain an inventory of your GIS technical environment
Esri software e-newsletter: E-mail notifications of current software development issues and available patches and service packs
Quarterly teleconference meetings: Regular discussions with Esri about your Premium Support Services incidents and service
Timely response: We make every effort to acknowledge your premium support incident within one hour and will manage your incident throughout its entire life cycle.
Proactive status reporting: Your coordinator will keep you apprised of the status of your premium support incident, and you can access status information at any time through the Premium Support Services Web site.
Ongoing service review: Your account manager and Premium Support Services coordinator, the Premium Support Services manager, and other Esri staff as required attend quar¬terly teleconference meetings, providing you with the highest level of attention regarding your technical support needs
Rent-a-Tech: Define the type and extent of services you need and have that support delivered quickly through this flexible program, which provides short-term, high-value technical consulting services to existing Esri product users. Our consultants help you move through the project life cycle efficiently while providing the necessary knowledge transfer for you to maintain your system on your own.
Enterprise consulting: Identify and make the technical decisions required to implement ArcGIS® solutions in your enterprise successfully with the help of our enterprise consultants. Services are offered for implementations ranging from single departments to organization-wide deployments.
Applications Development Center: Collaborate with Esri technical consulting staff to plan your projects and discuss implementation best practices at our GIS studio environment in Redlands, California, or Washington, D.C. Within this environment, you can focus on your project while tapping into our expertise.
All of our consultants provide the knowledge transfer necessary for you to become self-sufficient in your use of GIS.
Assigned technical advisor: Access to a technical advisor who becomes familiar with your technical needs and require¬ments and advises you accordingly
Annual account and GIS strategy review meeting: One-day annual account review and strategy planning meet¬ing conducted at Esri in Redlands or an Esri regional office
Learning and services credits: A flexible spending approach to accessing consulting services support, training, and Premium Support Services
GIS environment profile: Access to the Esri Premium Support Services Web site to complete and maintain an inventory of your GIS technical environment
Exclusive enterprise-related webcasts: Quarterly web-casts presenting business and technical information related to enterprise GIS
What the Program Gives You
Personal attention to your needs: Your advisor acts as your technical advocate within Esri, providing you with a personal level of attention and priority.
Assistance in outlining your vision, objectives, and essential extended support requirements: Develop and implement a work plan to meet your business and technical objectives in collaboration with your account manager and technical advisor as well as key Esri technical and industry representatives.
An adjustable level of support services: The program’s learning and services credits enable you to incrementally access the support, training, or consulting services support when you need them.
Visibility into Esri enterprise GIS strategy and technology development plans: Stay current with Esri enterprise technology topics and best practices.
All program components are included in your subscription fees. You may elect to use only those components that meet your needs.
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