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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.

Level 1(L1)

This is the initial support level responsible for basic customer issues. It is synonymous with first-line support, level 1 support, front-end support, support line 1, and various other headings denoting basic level technical support functions. The first job of a Tier I specialist is to gather the customer’s information and to determine the customer’s issue by analyzing the symptoms and figuring out the underlying problem.

Level 2(L2)

This is a more in-depth technical support level than Tier I containing experienced and more knowledgeable personnel on a particular product or service. It is synonymous with level 2 support, support line 2, administrative level support, and various other headings denoting advanced technical troubleshooting and analysis methods.


Level 3(L3)

This is the highest level of support in a three-tiered technical support model responsible for handling the most difficult or advanced problems. It is synonymous with level 3 support, back-end support, support line 3, high-end support, and various other headings denoting expert level troubleshooting and analysis methods.

Level 4(L4)

While not universally used, a fourth level often represents an escalation point beyond the organization. This is generally a hardware or software vendor. Within a corporate incident management system it is important to continue to track incidents even when they are being actioned by a vendor and the Service Level Agreement (or SLA) may have specific provision for this

Access the highest level of technical support

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.

What’s in the Program?

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

What the Program Gives You

Personalized technical support: Your coordinator under¬stands your GIS environment and acts as your support advocate within Esri, providing you with a personal level of attention and priority.

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

Get the support you need when you need it.

Implementation Services allows you to add our expertise to your project team by requesting assistance for a specific aspect or phase of your GIS project.

Services Include

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.

Achieve the full potential of your enterprise GIS.

Esri customers developing, implementing, or supporting complex, mission-critical GIS applications will benefit from the flex¬ible approach to accessing services, training, and support offered by the Esri Enterprise Advantage Program (EEAP).

What’s in the Program?

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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