Premium Support

Premium Support

Keep your complex projects on target. Premium Support is ideal for organizations that develop, implement or support complex, mission-critical GIS deployments.

With Premium Support, you can:

  • Manage cases more effectively through a dedicated Technical Account Manager
  • Keep your projects on target with prioritized support
  • Resolve your cases more quickly with 24/7/365 support access
  • Receive premium services from Esri Canada and Esri Inc.
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Premium Support Features

Dedicated Technical Account Manager
A Technical Account Manager is a designated single point of contact who works with your organization to ensure that your engagement with Esri Support is consistent and effective. Over time, they become a virtual extension of your team as they become familiar with your workflows, datasets, applications and processes. Working together with your Account Manager, the Technical Account Manager advocates on your behalf to the technical experts at Esri.

24/7/365 Support Availability
With Premium Support, senior analysts are available to you 24 hours a day, 7 days a week, 365 days a year, including holidays. Not only will you be able to log cases at any time, these cases will also be worked on around the clock for constant progress toward resolution.

Prioritized Case Management
Premium Support cases are routed with elevated priority to senior technical support staff and are responded to within an hour of submission to Esri. You will receive daily status updates on the progress of your case to keep your projects on target.

Proactive Reviews and Information Sharing
A key component of the program is a service review attended by your Technical Account Manager and other Esri staff as required. The objective of this meeting is to review your premium support cases and proactively communicate software news and updates.

Premium Support Subscription Options

Annual Subscription
Premium Support is available on an annual subscription, so you can be assured of year-round prioritized support for your mission-critical deployments.

Term Subscription
Choose from one, three or six-month subscriptions as Special Events Premium Support Services (SEPSS). This is ideal if you need Premium Support for high-profile events such as system upgrades, major projects, sporting events and elections.

Need help finding which Support option is right for you? Contact us via the form below.

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