Technical Support
August 3, 2022 2024-02-07 12:07Technical Support
Empowering Your Geospatial Journey with Esri Eastern Africa!
At Esri Eastern Africa, we are not just a support team; we are your dedicated partners in unlocking the full potential of your geospatial endeavors. Our commitment to excellence drives us to provide unparalleled technical support across every facet of your experience.
Starting March 1, 2024, ArcGIS Desktop (including ArcMap) will enter mature support status as part of  its product life cycle. This means that after this date, ArcGIS Desktop and ArcGIS Desktop extensions will no longer be available for purchase.
However, we want to assure you that access and support to your current ArcGIS Desktop and ArcGIS Pro licenses will remain unchanged. You will still be able to use them for your ongoing projects and workflows.
If you require additional licenses, we encourage you to request a quote before July 1, 2024. After this date, you will only be able to purchase access to ArcGIS Pro either through a user type or with an ArcGIS Pro stand-alone perpetual license.
It is important to note that after July 1, 2024, two years remain until ArcMap retires, on 1 July 2026. Esri has already provided your users access to ArcGIS Pro as part of your current licensing.
Multiple migration resources have been made available through the Migrate from ArcMap to ArcGIS Pro web page. We encourage our ArcMap users to leverage these resources.
We understand that this change may raise questions or concerns. Please know that we are here to  support you every step of the way. If you have any questions or need assistance, please don’t hesitate to reach out on renewals@esriea.com or your dedicated Esri EA account manager.
We value your continued partnership and appreciate your trust in Esri products. We look forward to  serving you in 2024 and beyond.
Standard Support
Esri customers are eligible for one year of support when they purchase a product license as part of the Esri Maintenance Program. Esri Eastern Africa is committed to providing some or all the following Maintenance Benefits to customers through Support Packages and to support the use of Esri products. Maintenance benefits may vary by product or program.
Advanced Support
The Extended Support Package includes all the features included in the Standard Support Package, plusthe special services provided by the specialists, which includes expert personnel within the Esri Eastern Africa staff. On your journey to success, depending on the Support Package level you choose, you will receive dedicated support hours.
Premium Support
The Premium Support Package is available on an annual subscription basis. It is also possible to procure the Premium Support Package for Special Situations and Events for periods of one month, three months or six months at times of significant events that may affect your customers or the public. Examples of these special circumstances, events and occasions are upgrades of your systems, data migration, transition from a test environment to a production environment, large-scale projects, sporting events, cultural events or elections, etc..
Managed Cloud Services involve the provision and oversight of cloud-based infrastructure, resources, and services for your clients. This includes handling server management, security, maintenance, and optimization of cloud environments, allowing clients to focus on utilizing their geospatial solutions without the burden of managing the underlying infrastructure.
Support on My Esri
Support on My Esri is available designed to provide you with quick and easy web-based access to the information related to your support case(s). Go to My Esri: https://www.esri.com/en-us/my-esri-login
ArcGIS Blog
The ArcGIS Blog gives you deeper insight into how ArcGIS helps you get your work done. We share best practices, product updates, software patches Visit the blog:https://www.esri.com/arcgis-blog/overview/
Esri Documentation
Your gateway to technical documentation, tutorials, lessons, and other resources for using ArcGIS products: https://doc.arcgis.com/en/
Esri Community
A global community of Esri users where you can find solutions, share ideas, and collaborate to solve problems with GIS. Join the community: https://community.esri.com/
- Announcement
-
Starting March 1, 2024, ArcGIS Desktop (including ArcMap) will enter mature support status as part of  its product life cycle. This means that after this date, ArcGIS Desktop and ArcGIS Desktop extensions will no longer be available for purchase.
However, we want to assure you that access and support to your current ArcGIS Desktop and ArcGIS Pro licenses will remain unchanged. You will still be able to use them for your ongoing projects and workflows.
If you require additional licenses, we encourage you to request a quote before July 1, 2024. After this date, you will only be able to purchase access to ArcGIS Pro either through a user type or with an ArcGIS Pro stand-alone perpetual license.
It is important to note that after July 1, 2024, two years remain until ArcMap retires, on 1 July 2026. Esri has already provided your users access to ArcGIS Pro as part of your current licensing.
Multiple migration resources have been made available through the Migrate from ArcMap to ArcGIS Pro web page. We encourage our ArcMap users to leverage these resources.
We understand that this change may raise questions or concerns. Please know that we are here to  support you every step of the way. If you have any questions or need assistance, please don’t hesitate to reach out on renewals@esriea.com or your dedicated Esri EA account manager.
We value your continued partnership and appreciate your trust in Esri products. We look forward to  serving you in 2024 and beyond.
- Extended Technical Support
-
Standard Support
Esri customers are eligible for one year of support when they purchase a product license as part of the Esri Maintenance Program. Esri Eastern Africa is committed to providing some or all the following Maintenance Benefits to customers through Support Packages and to support the use of Esri products. Maintenance benefits may vary by product or program.
Advanced Support
The Extended Support Package includes all the features included in the Standard Support Package, plusthe special services provided by the specialists, which includes expert personnel within the Esri Eastern Africa staff. On your journey to success, depending on the Support Package level you choose, you will receive dedicated support hours.
Premium Support
The Premium Support Package is available on an annual subscription basis. It is also possible to procure the Premium Support Package for Special Situations and Events for periods of one month, three months or six months at times of significant events that may affect your customers or the public. Examples of these special circumstances, events and occasions are upgrades of your systems, data migration, transition from a test environment to a production environment, large-scale projects, sporting events, cultural events or elections, etc..
- Managed Cloud Services
-
Managed Cloud Services involve the provision and oversight of cloud-based infrastructure, resources, and services for your clients. This includes handling server management, security, maintenance, and optimization of cloud environments, allowing clients to focus on utilizing their geospatial solutions without the burden of managing the underlying infrastructure.
- Self service
-
Support on My Esri
Support on My Esri is available designed to provide you with quick and easy web-based access to the information related to your support case(s). Go to My Esri: https://www.esri.com/en-us/my-esri-login
ArcGIS Blog
The ArcGIS Blog gives you deeper insight into how ArcGIS helps you get your work done. We share best practices, product updates, software patches Visit the blog:https://www.esri.com/arcgis-blog/overview/
Esri Documentation
Your gateway to technical documentation, tutorials, lessons, and other resources for using ArcGIS products: https://doc.arcgis.com/en/
Esri Community
A global community of Esri users where you can find solutions, share ideas, and collaborate to solve problems with GIS. Join the community: https://community.esri.com/
