Program Components
All Premium Support Services program components are included in your fees.
- Prioritized incident management
- Assigned Premium Support Services coordinator—The coordinator will work directly with your named callers to facilitate your Premium Support Services needs.
- Guaranteed incident acknowledgment time—We will make every reasonable effort to acknowledge your initial submission of an incident within an hour.
- Proactive incident status reporting—Your coordinator will keep you informed of the progress made on each incident.
- Premium Web site access—Access the secure Premium Support Services Web site to track your incidents, enter and maintain your GIS systems inventory, and use other Premium Support-related tools.
- Toll-free support phone number—Request support using a toll-free number available only to subscribers.
- GIS system/environment profiling—Complete and maintain an inventory of your GIS technical environment on the Premium Support Services Web site.
- Software alert newsletter—Receive e-mail news bulletins that alert you to current software development issues, hot fixes, and patches available for download.
- Quarterly Premium Support Services review teleconference—These meetings are held quarterly to discuss your Premium Support Services incidents and service.
Component Details
Assigned Premium Support Services Coordinator
Your coordinator is a technical GIS professional with experience in understanding business goals and is responsible for ensuring that your support needs are handled appropriately. Your coordinator will
- Work directly with your named contacts to facilitate your Premium Support Services needs
- Confer with ESRI Support Services analysts to determine the best response approach once an incident is logged
- Confer with ESRI Development to resolve problems if required
- Inform you of the progress made on each incident
Your coordinator is not intended to be a single point of contact or substitute for standard support services and will not necessarily be involved in every technical issue you face. The expectation is that noncritical incidents would be channeled through your existing support process.
Two Authorized Callers
You may designate up to two callers who can contact Premium Support Services, thereby providing continuity and building technical and business knowledge by both parties to improve services.
One–Hour Acknowledgment Response
You may open a Premium Support Services incident by calling ESRI’s Helpdesk Support Services or logging the incident via the Premium Support Services Web site. Your coordinator will respond with a call or an e-mail within one hour to notify you that the incident is in the initial stage of review.
Quarterly Teleconference Meeting
A key component of the program is a teleconference meeting held quarterly and attended by your account manager, Premium Support Services coordinator, the Premium Support Services manager, and other ESRI staff as required. The objective of the meeting is to discuss your Premium Support Services incidents and service.
Premium Support Services Web Site Access
The Premium Support Services Web site is a secure site where your coordinator will log and track status and completion of all logged incidents. Your callers may log on and view your Premium Support Services incidents, initiate chat sessions and remote screen sharing with assigned ESRI staff, enter and maintain a GIS systems profile, and access other Premium Support-related tools.
GIS System Environment Profiling
You may use the Premium Support Services Web site to enter an inventory of your organization’s GIS-related technical environment, including computing platforms, databases, development tools, and general network configuration, for use by your coordinator.
Premium Support Services Software Alert Newsletter
You will receive a regular and timely news bulletin that outlines key current issues being investigated by ESRI.
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